Cancel or Change an Order

Last updated: November 9, 2026

Every great team calls a timeout now and then. Maybe you typed “Smtih” on the back, picked an L for the uncle who wears a 3XL, or realised the reunion is next year, not next month. Fanroo gives you a 24-hour timeout to fix it. This page explains what you can change, how to ask, what happens to your money, and what your options are once the clock runs out.

1. The 24-hour window

You can cancel or change an order within 24 hours of placing it. The clock starts at the time shown on your order confirmation email, and it runs around the clock, weekends included. An order placed at 7:15 pm on a Saturday can be changed until 7:15 pm on Sunday.

Why 24 hours? Every jersey, hoodie and tee with a name or number is printed to order. Once production starts, the text is on the garment and cannot be taken off. The window gives you a full day to look over your confirmation calmly, check spelling with the family, and catch any slip before ink meets fabric.

What counts as “in time”

Your email counts from the moment it reaches our inbox. If it arrives inside 24 hours, your request is in time, even if our reply comes the next business day. You do not need to wait for us to answer before you relax.

2. How to call the timeout

Email is the only way to cancel or change an order. There is no phone line, chat or social inbox, so please do not wait for one. Send your request to support@fanroo.shop and include:

1. Your order number, from the confirmation email. Put it in the subject line too.
2. The name and email used at checkout, so we match the right order.
3. What you want: a full cancellation, cancelling only some items, or a change.
4. For a change: the exact new text, size or address, written precisely as it should appear.

Writing the new text in capital letters, one field per line, makes everything clear. For example: “Line 2, Name on back: RAMIREZ. Number on back: 08. Size: 3XL.” We reply within 24 hours on business days to confirm what we changed. The Submit a Ticket page has a full checklist for writing to us.

3. What we can change inside the window

Price differences

If your change makes the order cost more, such as moving up to 4XL or adding sleeve numbers, we will email you with how to cover the difference. If it costs less, we refund the difference to your original payment method.

Changes to a family set

Family sets are added to the cart one jersey per person, and each line keeps its own text. Tell us which line to change by the name on it, for example “the jersey for MIA, number 4”, so we touch only that one. You can cancel one person’s jersey and keep the rest of the set.

4. After the 24 hours

Once the window closes, your order is in production and we cannot cancel or edit it. That does not leave you stuck. When it arrives you have 60 days to return it, personalised items included, and we pay the return postage with a free label, even for change of mind. Details are on the Returns and Exchanges Policy.

The order has already shipped

If the parcel is already on its way, we cannot pull it back. If the address is wrong, email us and we will help you with the options the carrier offers. Otherwise, receive it and start a return.

Wrong address noticed late

If the address is incomplete or wrong and the parcel comes back to us, we will reship it once you confirm the correct address. Shipping is free both times.

5. Refunds for cancelled orders

Here is the refund line, plain and simple:

• Cancelled within 24 hours: the order is refunded in full, to your original payment method.
• Returned after delivery: we refund within 7 days of receiving your return.

You can also choose store credit in either case. Store credit never expires. When a cancellation refund is sent, we email you the amount and date. Your bank or payment provider may take its own time to show it. Full details are on the Refund Policy page.

Cancelling part of an order

Cancel one item from a bigger order and we refund that item in full. Everything else continues as normal.

6. When Fanroo cancels an order

We may cancel an order ourselves in a few situations, and we always email you to explain:

• Protected names or logos: if any field asks us to print a real team, league, college, player or brand name, or a logo, we cancel that order and refund it. We only print your own text: family names, nicknames, lucky numbers, crew words.
• Address outside our countries: we only ship to the US, Canada, Australia and New Zealand.
• Payment problems: if a payment does not go through or is flagged by the payment provider.
• Obvious errors: such as a clear pricing mistake on the site.

When we cancel, you receive a full refund for the cancelled items and are free to order again with new text.

7. Avoiding a timeout in the first place

We do not send a proof or mockup before printing. The live preview on the product page is the check, and we print exactly what you type. A few habits save most changes:

• Read the name out loud letter by letter before adding to cart.
• Check numbers that look alike when flipped, like 16 and 61 or 09 and 90.
• Decide whether you want a leading zero. “07” and “7” print differently.
• Measure a top that fits well and compare with the Size Guide before choosing a size.
• For family sets, make a quick list of each person’s name, number and size first, then add each jersey to the cart one at a time.
• Check the address on the confirmation email right after ordering, while you still have most of the 24 hours.

8. Timeout scenarios

Typo spotted two hours later

Email us with the order number and the corrected name. We update it before printing and confirm by email.

Wrong size, noticed the next morning

If it is still inside 24 hours, we change the size. If you are moving into 3XL, 4XL or 5XL, we let you know about the $3 difference.

Changed plans after 30 hours

The window has closed, so the order is printed and shipped. When it arrives, send it back within 60 days with our free label. We refund within 7 days of receiving the return.

Whole family set no longer needed

Inside 24 hours, cancel all the lines and get a full refund. Outside it, return them after delivery.

Same order placed twice by accident

A double tap on the order button can create two identical orders. Email us within 24 hours with both order numbers and tell us which one to keep. We cancel the extra one and refund it in full.

Changing the delivery country

Moving the parcel from Texas to Alberta, or from Sydney to Auckland? Inside 24 hours we can update the address, as long as the new one is in one of our four countries. Delivery time stays 7-14 business days in transit after 1-3 business days of processing.

9. Changes by product type

What you can tweak depends a little on what you ordered.

Custom game-day jerseys

Every text field can be changed inside the window: the name on the back, the number on the back, any front word the style offers, and sleeve numbers on the style that has them. Browse the full line-up in game-day jerseys.

Family matching jerseys

Each person’s jersey is its own line, so each one can be changed, kept or cancelled separately. Swapping the family word on every jersey at once? Say so in one email and list each line, so the whole crew matches. See family matching jerseys.

Blank jerseys, hoodies, tees and the cap

Items with no personalisation can still be cancelled or switched to another size or color inside 24 hours. The plain cap comes in one adjustable size, so the only change there is color or cancelling it.

10. What happens after you email us

Please read our confirmation carefully. If anything in it does not match what you wanted, reply right away so we can correct it while the order is still on hold and nothing has been printed yet.

11. Gift orders and surprises

Planning a surprise jersey for a birthday fan? Only the person who placed the order can cancel or change it, because we match requests to the email used at checkout. If the gift recipient spots a problem after delivery, they can still start a return within 60 days using the order number on the packing slip. If you want to change the gift’s text without spoiling the surprise, email us from the checkout address within 24 hours and we will keep everything between us.

Want to ship the gift somewhere new after ordering? Same rule: inside 24 hours and within our four countries, we update it. Outside the window, the parcel goes to the address on the order, and the recipient can return it if needed.

12. Contact us

For any cancellation or change, email support@fanroo.shop with your order number. We reply within 24 hours on business days. Fanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US. More answers are in our FAQs, the Help Center and the Shipping and Delivery page.