Submit a Ticket

Last updated: November 9, 2026

Open a support ticket with the den. Kitden tickets run on email: pick the topic below, tap its link, and your email app opens a new message to support@kitden.shop with the subject line already filled in. Add your order number and a few lines, hit send, and that message becomes your ticket. A person replies within 24 hours on business days, and the whole conversation stays in one thread you can come back to at any time.

Why email and not a form? Because lettering orders are about exact characters, and an email gives both of us a permanent written record of what you asked for and what we confirmed. Nothing typed into a web form disappears into a system you cannot see.

Choose your ticket topic

Change lettering, size, colour or address

For changes within 24 hours of ordering. Write the order number, the item, the old value and the new value. For lettering, spell the new text letter by letter.

Open a ticket: Change my order

Cancel an order

For cancellations within 24 hours of ordering. Write the order number and whether you want to cancel the whole order or one item.

Open a ticket: Cancel my order

Where is my order?

For parcels past the expected window of 1-3 business days processing plus 7-14 business days transit, or tracking that has stopped moving. Write the order number and the destination country.

Open a ticket: Where is my order

Start a return

For returns within 60 days of delivery. Write the order number, which items you are sending back, and why. We reply with a free return label.

Open a ticket: Return request

Damaged item or lettering problem

For items that arrived damaged, or lettering that differs from what you typed. Attach photos of the item, a close-up of the problem and the parcel label.

Open a ticket: Damaged or wrong item

Refund question

For questions about a refund or store credit. Refunds go out within 7 days of your return reaching us; write the order number and the date you sent the return.

Open a ticket: Refund question

Sizing help before you order

Send the product name and two measurements from a jersey you own, chest width and body length laid flat, and we will suggest a size.

Open a ticket: Sizing help

Group or gift order question

Planning sweaters for a pond crew or a family reunion? Tell us roughly how many pieces, which styles and what you want to check before ordering.

Open a ticket: Group or gift order

Payment or checkout problem

For a payment that did not go through or a checkout error. Describe what you saw on screen and when. Never send card numbers.

Open a ticket: Payment or checkout problem

Privacy request

For a copy of your data or a deletion request. Write from the email address used at checkout so we can confirm the request is yours.

Open a ticket: Privacy request

Intellectual property notice

If you believe something on this site uses your trademark or copyrighted work, see the DMCA page for the details to include, then send your notice.

Open a ticket: Intellectual property notice

Something else

Anything that does not fit the topics above.

Open a ticket: General question

If the links do not open your email app

Some browsers and work computers are not set up to open an email app from a link. In that case, open your email the usual way and write a new message to support@kitden.shop. Type the topic name from this page as the subject, for example “Return request” or “Change my order”. It works exactly the same.

What to include in every ticket

  • Order number, from your confirmation email, if your question is about an order.
  • Checkout email address, if you are writing from a different one.
  • The item, if your order has several: style name, colour, size, and the name on the back.
  • What you need, in one or two sentences.
  • Photos, for damage or lettering issues.

The more of this we have in the first message, the more likely your ticket is solved in a single reply.

What not to send

Please never include card numbers, security codes, bank logins or account passwords in a ticket. We will never ask for them, and nobody at Kitden needs them to help you. If you send them by accident, tell us and we will delete the message. Screenshots of a payment screen are fine as long as card details are hidden.

What happens after you send it

Your email arrives in our support inbox and is queued in the order it came in. When we open it, we match it to your order using the order number or your checkout email. You then receive a reply within 24 hours on business days. Business days are Monday to Friday, excluding public holidays, so a ticket sent on a Saturday is answered by the end of Monday.

The first reply either solves the issue or tells you exactly what we are checking and when you will hear back. For a change request, the reply confirms the new details. For a return, it includes the free return label and simple packing steps. For a refund, it confirms when the refund was sent. For a parcel question, it explains what the carrier information shows and what happens next.

When the question is answered, the thread simply stays in our records. If anything comes up later, reply to the same email; the full history is right there, so nobody needs to ask you for your details again.

Response times by topic

Every ticket gets its first reply within 24 hours on business days. What happens after that depends on the topic. Changes and cancellations are acted on in the reply itself, provided the message arrived within 24 hours of ordering. Return labels are sent with the reply. Refunds are sent within 7 days of the return reaching us. Parcel investigations take as long as the carrier takes to answer, and we update you in the thread as information comes in.

Time-sensitive tickets

Two topics depend on speed. A change or cancellation must reach us within 24 hours of ordering, because after that your order may already be in production; send it as soon as you notice, and do not wait for the confirmation email if you already know your order number. A wrong delivery address is easiest to fix before the parcel ships, so the same advice applies. For both, use the subject line from this page so the ticket is easy to spot in the inbox.

One ticket per order, please

If you have more to add, reply in the same thread rather than sending a new email. Duplicate tickets for the same order are answered together, but they can make it harder to see the latest version of what you want, especially for lettering. If you have questions about two different orders, separate emails help keep each one clear.

Before you write: pages that might answer it now

Ticket tips from the bench

Spell lettering out

For any change to names or chest words, write each letter separated by spaces or hyphens: “K-R-Z-Y-Z”. It is the most reliable way to avoid a second mistake.

One item per line

For orders with several sweaters, list each item on its own line with its style, size, name and number. It makes a family order easy to check at a glance.

Photos in daylight

For damage or lettering issues, photos taken in daylight or under bright light, with the whole item in one shot and the problem close up in another, help us understand the problem quickly.

Keep your confirmation

Replying to your order confirmation email is often the easiest way to open a ticket: the order number is already in the thread.

Example tickets

A change ticket that works first time

Subject: Change my order. “Hi, order 4521, placed this morning. Item 2 is the Custom Two-Button Raglan Baseball Jersey in Gold Line, size L, name MAKELA, number 4. Please change the name to M-A-K-E-L-A-I-N-E-N. That is 10 letters, so it fits. Everything else stays the same. Thanks.” It names the order, the exact item, the exact new text and confirms what stays unchanged, so the reply can simply confirm the change.

A return ticket

Subject: Return request. “Order 4498, delivered on the 2nd. I would like to return the Blank Pinstripe Full-Button Baseball Jersey in Pond Navy, size 3XL. It is too big. Please send the return label.” We reply with the free label and packing steps, and the refund follows within 7 days of the parcel reaching us.

A parcel ticket

Subject: Where is my order. “Order 4410, shipping to Wellington, New Zealand. Placed three and a half weeks ago, tracking has not updated in eight business days.” Including the destination and the dates lets us read the carrier information in context straight away.

A damage ticket

Subject: Damaged or wrong item. “Order 4387 arrived today. The Custom Wide Hem Stripe Hockey Sweater has a mark across the back number. Three photos attached: the whole sweater, the mark close up, and the parcel label.” Clear photos are the fastest route to an answer.

Accessibility and language

If reading or writing long emails is hard for you, keep it short: the order number and one sentence is enough to start. We will ask follow-up questions one at a time. If English is not your first language, write simply in English and we will reply in plain English without jargon. For lettering in names with accents or characters from other alphabets, tell us before ordering so we can say whether the field and the print can handle them.

Tickets during busy weeks

Around holidays and the start of hockey and baseball seasons, more people write in. The 24-hour business-day reply promise stays the same; what helps most is a complete first message, so we can answer in one go instead of asking for details.

Questions about tickets

Is there a ticket number?

Your email thread is the ticket. Keep the subject line when you reply, and use your order number in the message; that is all we need to find the history.

Can I open a ticket without an order number?

Yes. For questions before ordering, or if you cannot find your number, write anyway. Give the name used at checkout, the approximate order date and what you bought, and we will find it.

Can someone else open a ticket for my order?

For privacy, changes to an order are made only when requested from the checkout email address, or after we can confirm the request with the person who ordered.

Will I get an automatic reply?

Do not count on one. The reply you can count on is from a person, within 24 hours on business days.

About the support inbox

Every ticket goes to the same place: support@kitden.shop, read by a person. Kitden has no phone line, chat or social inbox, so you never need to repeat a request across channels. Our business address for correspondence is Kitden, 656 Austinville Rd, Troy, PA 16947, US; it is not a returns address and not a pick-up point. Emails you send, including any photos, are handled as described in our Privacy Policy, and photos are deleted 30 days after delivery.

Ready? Pick a topic above, or write straight to support@kitden.shop.