Help Center
Last updated: November 9, 2026
Welcome to the Kitden Help Center, the bench where every support page sits in one row. Whether you are checking a sweater size before you order, fixing a typo in a name you just typed, or wondering where a parcel to Alberta has got to, the answer is linked from here. Each topic below has a short summary with the key numbers and a link to the page that covers it in full. If you still need us after reading, email support@kitden.shop and we reply within 24 hours on business days.
The numbers that answer most questions
| Topic | Commitment | Full details |
|---|---|---|
| Processing | 1-3 business days | Shipping & Delivery |
| Transit | 7-14 business days to the US, Canada, Australia and New Zealand | Shipping & Delivery |
| Shipping cost | Free, no minimum order | Shipping & Delivery |
| Change or cancel | Within 24 hours of ordering | Cancel or Change an Order |
| Returns | 60 days, free return label | Returns & Exchanges |
| Refunds | Within 7 days of receiving your return | Refund Policy |
| Store credit | Never expires | Refund Policy |
| Support reply | Within 24 hours on business days | Contact Us |
| Sizes | Adult S to 5XL, 3XL-5XL add $3 | Size Guide |
Orders
Placing an order takes three choices and, on lettered styles, two or three fields. Pick a colour, tap a size, type the name (up to 12 letters) and number (0 to 99), and check the live preview on the product picture. Some baseball styles and the pond hockey sweater add an optional chest word; some hockey sweaters add optional sleeve numbers for $4 when you fill them in. Your confirmation email lists everything you typed, so read it once when it arrives.
Changing or cancelling
You have 24 hours from ordering to change lettering, size, colour or address, or to cancel. Email us with the order number and the change. Because we print exactly what you type and do not send a proof, this window is the moment to catch mistakes. After 24 hours the order may already be in production; we will still check and answer honestly. Full rules: Cancel or Change an Order.
Ordering for several people
Add one item per person to the cart, each with its own name, number and size. Each lettered line is handled separately, so a family set of six sweaters arrives with six correct backs. Enter a different shipping address at checkout to send a gift straight to the person it is for.
Shipping
Every order ships free from the USA to the United States, Canada, Australia and New Zealand, with no minimum spend. We get your order ready in 1-3 business days, then the parcel is normally in transit for 7-14 business days. Business days run Monday to Friday and exclude public holidays, so an order placed on Friday night starts its processing clock on Monday. We do not ship to other countries at the moment; checkout only accepts addresses in the four countries above.
Orders to Canada, Australia and New Zealand cross a border. Whether any import duties or local taxes apply depends on the destination country and its rules; if a carrier contacts you about charges, email us and we will help you understand the notice. Full details: Shipping & Delivery.
Tracking your order
When tracking is available for your parcel, we email it to the address used at checkout. You can also look up your order status with the order number and billing email on the Order Tracking page. The status guide there explains what Processing, Completed and the carrier’s scan messages mean, and what to do if a parcel stops moving or is past the expected window.
Returns and exchanges
You get 60 days from delivery to return an item, and we pay the return postage: email us, and we send a free return label. Blank jerseys, the long-sleeve tee and the cap follow the standard return rules. Items carrying your own lettering are made for you alone, so they follow the personalised-items section of the Returns & Exchanges page; read it before ordering if you are unsure about a size. Size exchanges are handled as a return plus a new order, so the new piece is not held up waiting for the old one to arrive.
Refunds
Once your return reaches us, the refund goes out within 7 days to the original payment method. How quickly it then appears on your statement depends on your bank or payment provider. If you prefer store credit instead, it never expires. If an order is cancelled inside the 24-hour window, the full amount is refunded. Full rules: Refund Policy.
Payments
Checkout shows the payment options that are switched on at the moment you order. The Payment Methods page explains how payment is handled and what to do if a payment does not go through. We never ask for card details by email, and sales tax is not collected at checkout on this store. Prices are in US dollars; 3XL, 4XL and 5XL add $3, and optional sleeve numbers add $4 only when that field is filled.
Products and sizing
The den has four racks. Custom hockey sweaters are roomy with long sleeves and a long hem. Custom baseball jerseys come in full-button, two-button and sleeveless cuts and sit relaxed. Blank jerseys have nothing printed at all. Fan wear covers a hoodie, two tees and a plain cap. All apparel is adult S to 5XL.
The Size Guide explains how to measure a jersey you already own, how each cut fits and how to choose between two sizes. As a rule of thumb: if you plan to wear a sweater over gear or a thick hoodie, keep your usual size; for everyday wear, many people take one size down in our hockey styles.
What we can and cannot print
Your own name, nickname, number and chest word, yes. Real team, league, college, club, player or brand names and logos, no; uploaded artwork, no. Details are on the Intellectual Property Policy page.
Account and privacy
You can check out as a guest or create an account to see past orders in one place. We keep the details needed to make and ship your order, including the lettering you typed. Photos you send us about an order are deleted 30 days after delivery. The Privacy Policy explains what we collect, why, how long we keep it and how to ask for a copy or deletion. Our Terms of Service cover the rules of using the store, and Pennsylvania law governs them.
Quick answers
Do you send a proof before printing?
No. The live preview on the product page is your proof, and we print exactly what you type. You can change the text by email within 24 hours of ordering.
How long until my sweater arrives?
1-3 business days to get it ready, then 7-14 business days in transit to the US, Canada, Australia or New Zealand. Shipping is free.
Can I return a jersey with my name on it?
Lettered items follow the personalised-items section of our Returns & Exchanges page. Blank items follow the standard 60-day rules with a free return label.
Which sizes do you carry?
Adult S, M, L, XL, 2XL, 3XL, 4XL and 5XL. The three largest add $3. The cap is one adjustable size.
How do I reach a person?
Email support@kitden.shop. A person replies within 24 hours on business days. There is no phone line or chat.
Using the product page
Most questions about lettering are answered by the product page itself, once you know where to look. At the top is the main picture with the live preview laid over it. Below the price you will find the colour swatches; tapping one swaps the picture with a soft fade so you can compare colourways side by side. Under the swatches are the size buttons from S to 5XL, with a link to the Size Guide right beside them. On lettered styles, a small Back / Front switch sits above the text fields: Back shows the name and number, Front shows the chest word or sleeve numbers where a style has them.
Below the add-to-cart button, a delivery line repeats the timing (ready in 1-3 business days, 7-14 business days in transit, free to the US, Canada, Australia and New Zealand). Further down, three folding sections hold the description, the size and fit notes, and the shipping and returns summary. On a phone, a slim bar at the bottom of the screen keeps the price and the add-to-cart button in reach while you scroll.
If the preview looks wrong
Long names shrink to fit the shoulders on the preview, which is a guide to spacing rather than an exact print layout. If a name looks cramped, consider a shorter version or a nickname. If the preview does not appear at all, reload the page or try another browser, and email us if it still does not show; you can also send the exact text by email after ordering, within 24 hours.
Common situations and where to go
| If this happened | Do this | Page |
|---|---|---|
| You spotted a typo right after ordering | Email the exact new text within 24 hours | Cancel or Change |
| You entered the wrong address | Email the full corrected address as soon as possible | Cancel or Change |
| The parcel is past 14 business days in transit | Email your order number; we will look into it with you | Order Tracking |
| The item arrived damaged | Email photos of the item and the parcel label | Returns & Exchanges |
| The lettering differs from what you typed | Email a photo; we compare it with your saved fields | Returns & Exchanges |
| The size is wrong | Ask for a free return label within 60 days | Returns & Exchanges |
| You are waiting for a refund | Refunds go out within 7 days of the return reaching us | Refund Policy |
| You think a design uses your trademark | Send a notice with the details listed | DMCA |
Every support page
- About Kitden: who we are and what we sell
- Contact Us: email, reply times and what to include
- Submit a Ticket: pre-filled email subjects by topic
- FAQs: grouped quick answers
- Size Guide: measuring and choosing S to 5XL
- Order Tracking: look up an order and read its status
- Shipping & Delivery: processing, transit, countries
- Returns & Exchanges: 60-day returns and free labels
- Refund Policy: timing and store credit
- Cancel or Change an Order: the 24-hour window
- Payment Methods: how checkout payment works
- Privacy Policy, Terms of Service, Intellectual Property and DMCA
- Sitemap: every page and category in one list
Tips from the bench
- Type the name in the field exactly as you want it printed, including hyphens or apostrophes the field accepts. Then switch the preview between Back and Front once before adding to cart.
- Keep the confirmation email. It is the quickest way to find your order number, and replying to it keeps your request in one thread.
- Ordering close to a tournament or a birthday? Count 1-3 business days plus 7-14 business days, and leave a little room for holidays.
- If you are torn between two sizes on a hockey sweater, read the fit notes on the Size Guide before ordering; the free return label is there, but the right size first time is faster for everyone.
Holidays and busy weeks
Public holidays in the United States are not business days, so they pause both processing and our reply clock. Carriers in Canada, Australia and New Zealand have their own holidays that can add time in transit. If a date matters, order early and tell us in the order notes or by email; we cannot promise a specific delivery day, but we will tell you honestly whether the usual window fits.
Still stuck?
Write to support@kitden.shop with your order number and a sentence about what you need, or use the Submit a Ticket page to start an email with the right subject. A person reads every message and replies within 24 hours on business days.
Kitden · 656 Austinville Rd, Troy, PA 16947, US