Contact Us
Last updated: November 9, 2026
Need to reach the den? Kitden support runs on one channel: email. Write to support@kitden.shop and a real person reads it and replies within 24 hours on business days. There is no phone line, no live chat and no social inbox, so nothing you send gets lost between five different apps. This page explains what to put in your message so we can answer it the first time, where common questions are already answered, and what we will never ask you for.
Contact details
| Item | Detail |
|---|---|
| support@kitden.shop | |
| Reply time | Within 24 hours on business days |
| Business name | Kitden |
| Business address | 656 Austinville Rd, Troy, PA 16947, US |
| Other channels | None: email only |
The address above is our business address for correspondence and legal notices. Please do not mail returns there unless we send you a return label that says so: returns always go on the free label we provide, and the label carries the correct destination.
Prefer a structured message? The Submit a Ticket page has ready-made email links with the subject line filled in for each topic, which helps your message land in the right pile.
What to include in your email
A good message gets a full answer in one reply instead of three. Please include:
- Your order number. It is in the subject line of your confirmation email and starts with the # sign.
- The email address used at checkout, if you are writing from a different one.
- What you need, in a sentence: “change the name from JOHNSEN to JOHNSON”, “swap XL for 2XL”, “parcel shows no movement for a week”.
- Photos, if something arrived damaged or the lettering does not match what you typed. A shot of the whole jersey plus a close-up is ideal.
- The item, if your order has several jerseys with different names: tell us which line you mean.
Photos you email are used only to sort out your request and are deleted 30 days after delivery, as described in our Privacy Policy.
Where common questions are answered
Many answers are already written down. If you would rather read than wait, start here.
| Your question | Best page | Short answer |
|---|---|---|
| Where is my order? | Order Tracking | Ready in 1-3 business days, then 7-14 business days in transit |
| I made a typo in my lettering | Cancel or Change an Order | Email us within 24 hours of ordering |
| I want to cancel | Cancel or Change an Order | Within 24 hours of ordering |
| It does not fit | Returns & Exchanges | 60 days, free return label |
| When do I get my money back? | Refund Policy | Within 7 days of your return reaching us |
| Shipping cost and countries | Shipping & Delivery | Free to US, CA, AU and NZ, no minimum |
| Which size should I pick? | Size Guide | Adult S to 5XL; hockey sweaters run roomy |
| How do I pay? | Payment Methods | The options shown at checkout |
| Can I print a team name? | Intellectual Property | Your own side’s name yes; real club or league names no |
| Anything else | FAQs | Grouped quick answers |
Common requests, step by step
Fixing lettering after you ordered
Reply to your order confirmation or write to us with the order number and the exact new text, letter by letter. If it reaches us within 24 hours of ordering, we change it. After that window your order may already be in production, and we will tell you honestly whether a change is still possible. Because we do not send a proof, the 24-hour window is the safety net, so please use it quickly if you spot something.
Changing size or colour
The same 24-hour window applies. Tell us the item, the old option and the new one. If the new size is 3XL, 4XL or 5XL and the old one was not, we will explain the $3 difference before we change anything.
Changing the delivery address
Write as soon as you can with the full corrected address. Within 24 hours we can update it on the order. Once a parcel has left, we may not be able to redirect it, but we will check what is possible and tell you.
Starting a return
Email us within 60 days of delivery with the order number and the items you are sending back. We reply with a free return label and simple packing steps. Lettered items follow the personalised-items section of the Returns & Exchanges page, so please read that before you write if your item has a name on it.
Reporting a damaged or wrong item
Send photos of the item and the label on the parcel, plus your order number. Tell us whether the lettering differs from what you typed; we compare it with the fields saved on your order. We will reply within 24 hours on business days and explain what we can do.
A parcel that seems late
Check the timing first: 1-3 business days of processing plus 7-14 business days in transit, counted in business days, not calendar days. If you are past that, email us and we will look into it with you and help.
Business days and reply times
Business days are Monday to Friday, excluding public holidays. A message sent on Friday evening is answered by the end of the next business day. We answer in the order messages arrive, so sending the same question twice moves it to the back of the line rather than the front. If you need to add something, reply in the same email thread.
Most questions get a complete answer in the first reply. When we need to check something, the first reply tells you what we are checking and when you will hear back.
Things we will never ask for
- Your card number, security code or bank login, by email or any other way.
- Your account password.
- Payment through a link sent by email that you did not request.
If you receive a message that claims to be from Kitden and asks for any of these, do not reply to it; forward it to support@kitden.shop so we know about it.
Group, gift and bulk questions
Ordering sweaters for a pond crew, a family reunion or a slow-pitch side? Email us before you order if you want to check sizes, colours or how to enter many names. Each lettered item is added to the cart separately with its own name, number and size, and we keep them apart all the way through packing. For gifts, you can enter the recipient’s address at checkout; the parcel contains the item and its packing slip.
Press, partners and intellectual property notices
Business questions use the same inbox. If you believe something on this site uses your trademark, artwork or copyrighted material, follow the steps on our DMCA page or the Intellectual Property Policy so we can act on it quickly. Legal correspondence can also be sent to the business address above.
Accessibility
If any part of this site is hard to use with a screen reader, keyboard or zoom, tell us what you were trying to do. We can take an order detail by email and help you check sizes and lettering in writing.
What happens after you write
| Step | What happens | When |
|---|---|---|
| 1. Received | Your email lands in the support@kitden.shop inbox and is queued in the order it arrived | Immediately |
| 2. Matched | We match it to your order using the order number or the checkout email address | When we open it |
| 3. First reply | A full answer, or a clear note of what we are checking and when you will hear back | Within 24 hours on business days |
| 4. Action | The change, return label, refund or follow-up is carried out and confirmed in the same thread | As stated in the reply and the matching policy |
| 5. Closed | The thread stays in our records; reply to it any time to reopen the topic | When you have what you need |
Keep the whole conversation in one email thread when you can. It means whoever picks up your reply sees the full history, including the lettering you asked for and anything we already agreed.
Sample messages that get fast answers
Lettering change
“Order #1234. Item: Custom Lace-Up Collar Hockey Sweater, Steel Night, XL. Please change the name from HALVERSON to H-A-L-V-O-R-S-E-N. Number 19 stays the same.” Spelling the new text out letter by letter removes any doubt, which matters because the lettering goes on exactly as written.
Size swap
“Order #1234, placed an hour ago. Please change the Custom Pinstripe Full-Button Baseball Jersey from L to XL. Same colour, same name and number.”
Return request
“Order #1234, delivered last week. I would like to return the Blank Blade Stripe Hockey Sweater in Puck Black, size 2XL, because it is too big. Please send the return label.” For a lettered item, add what is wrong so we can point you to the right part of the returns policy.
Damage report
“Order #1234 arrived today. The hem stripe on the Rink White sweater has a mark on it. Photos of the whole sweater, the mark close up and the parcel label are attached.”
Parcel check
“Order #1234, placed on the 3rd, shipping to Ontario. The tracking has not changed for several days. Could you look into it?” Including the destination country helps us read the tracking correctly.
Contacting us about an order you did not place
If you received a Kitden order email but did not order anything, someone may have typed your address by mistake. Forward the email to support@kitden.shop and we will check it. We will not share the other person’s details with you, but we will make sure the emails stop coming to the wrong address.
Questions about this page
Can I call you instead?
No. Kitden does not have a phone line. Email gives both of us a written record of names, numbers and sizes, which is the safest way to handle custom lettering.
Do you answer on weekends?
Our 24-hour reply promise counts business days. Weekend emails are answered by the end of the next business day.
I did not get a reply. What now?
Check your spam or promotions folder for a message from support@kitden.shop, then reply in the same thread rather than starting a new one. If you wrote from a different address than the one used at checkout, mention the checkout email so we can find your order.
Can I visit the Troy address?
The address is for business correspondence. It is not a shop front or a pick-up point, and orders are not collected there.
Writing in a language other than English
The den works in English. If English is not your first language, write the way that is easiest for you and keep sentences short; we will reply in plain English and avoid jargon. For lettering, always spell the exact characters you want, because names in other alphabets or with accents may need checking against the 12-letter field before production. If your name uses an accent or a character the product field would not take, tell us before ordering and we will say plainly whether it can be printed.
Keeping your details safe when you write
Email is not the place for sensitive data. A normal support message needs only your order number, the item and what you want changed. Your delivery address is already on the order, so you only need to repeat it when you are correcting it. Never paste payment information into an email to us, and do not send screenshots that show a full card number. If you have done so by accident, tell us and we will delete that message.
Before you hit send
- Order number included?
- Exact new lettering written letter by letter, if you are changing text?
- Photos attached, if something is damaged or different?
- No card numbers or passwords in the message?
That is all it takes. Write to support@kitden.shop, or browse the Help Center for every support page in one place.
Kitden · 656 Austinville Rd, Troy, PA 16947, US