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\nGot a question before kickoff? A typo in a name? A family order that needs a plan? Fanroo support runs on one channel, email, and every message is read and answered by a person. This page tells you where to write, how fast we answer, what to put in your email so we can help on the first reply, and which help page may already have the answer.
\nSend an email to support@fanroo.shop. That is it. One inbox for orders, sizes, returns, refunds, personalisation questions, group orders and anything else on your mind. Writing to one place means nothing gets lost between channels, and you keep a written record of every answer.
\nIf you would like a little help putting your message together, our Submit Ticket page explains exactly what to include for each kind of request. It is a guide, not a form: your message still goes by email.
\nFanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US. This is our business address for written correspondence. Please do not send returns to this address unless we have asked you to. Returns use a free return label that we email you, which carries the right destination.
\nWe reply within 24 hours on business days. If you write on a weekend or a public holiday, your message is answered in order once the next business day starts. Most questions are settled in a single reply when the email includes the details listed below.
\nIf your question is about a change or cancellation, timing matters. You can change or cancel an order within 24 hours of placing it, so write as soon as you spot the problem. The time your email arrives is the time we use.
\nThe more we know up front, the faster we can get you back in the game.
\nDo not put card numbers, security codes, bank details or passwords in an email to us. We will never ask for them. If someone claiming to be Fanroo asks you for payment details, do not reply. Forward the message to us instead.
\nPhotos sent to show a problem with an order are used only to help you and are deleted 30 days after delivery. More on this in our Privacy Policy.
\nMany answers are already written down. Check the table below first; if it does not cover your situation, email us.
\n| Your question | \nBest page | \nKey fact | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nA tracking link is emailed when your order ships | \n
| How long does delivery take? | \nShipping & Delivery | \n1-3 business days processing, 7-14 business days transit | \n
| Can I fix a name or cancel? | \nCancel or Change an Order | \nWithin 24 hours of ordering, by email | \n
| How do I send something back? | \nReturns & Exchanges Policy | \n60 days, free return label | \n
| When do I get my money? | \nRefund Policy | \nWithin 7 days of us receiving your return | \n
| Which size should I choose? | \nSize Guide | \nAdult S to 5XL, no youth sizes | \n
| How do I pay? | \nPayment Methods | \nOptions are shown at checkout | \n
| Quick general answers | \nFAQs and Help Center | \nGrouped by topic | \n
| Can you print a team logo? | \nIntellectual Property Policy | \nNo real team, league, college, player or brand names or logos | \n
We print exactly what is typed, so a spelling slip shows up on the jersey. If you catch it within 24 hours of ordering, email us the order number, the line and the correct text, and we will fix it before printing. After that window, the order is usually in production, but our 60-day returns still apply.
\nMisprints, damage and wrong items are always fixed. Send your order number and photos, and we will arrange a replacement or refund. You will not pay anything to have our mistake put right.
\nWrite to us within 60 days and say which item you are returning. We email a free return label, including for a change of mind. Personalised items are covered by the same 60-day returns. Once the item reaches us, your refund is issued within 7 days, or you can ask for store credit, which never expires.
\nOrganising jerseys for a reunion, a tailgate crew or a rec league? Email us before you order if you want help choosing one style for everyone, checking sizes or confirming that a front word is fine to print. Each person’s jersey is added to the cart separately, and each line keeps its own name and number.
\nTracking can pause while a parcel moves between carriers or crosses a border. If your tracking has not updated for a while, or the delivery window has passed, email us with your order number and we will look into it with you.
\nAll apparel comes in adult sizes S, M, L, XL, 2XL, 3XL, 4XL and 5XL; 3XL to 5XL add $3. Football and basketball cuts are loose, the quarter-zip and tees are regular. If you are between two sizes, tell us the cut and the measurements of a top you own, and we will help you choose. Exact measurements for each style are available by email.
\nYour name, your nickname, a family word or a crew word: all good. A real team, league, college, player or brand name or logo: we cannot print it, and such orders are cancelled and refunded. If you are unsure about a word, ask before you order.
\nShopping for a specific game, a birthday or a reunion? We are happy to help you pick before you order. Good pre-order questions include:
\nInclude the product name or link in your email, and we will answer about that exact item rather than guessing.
\nWe do not email a proof or mockup before printing. The live preview on the product page is the check, and we print exactly what is typed. If you want a second pair of eyes on a tricky spelling, send us the text before you order and we will happily read it back to you.
\nNot sure how to word it? Borrow one of these and swap in your details.
\nSubject: Change to order 1234. Body: “Hi Fanroo, I placed order 1234 an hour ago. On the line for the 3XL football jersey, the name should read MARTINEZ, not MARTINES. The number 12 is correct. Thanks!”
\nSubject: Misprint on order 1234. Body: “Hi, my order arrived today. The number on the back of the basketball jersey shows 18 instead of 81. Photos of the back and the shipping label are attached.”
\nSubject: Return for order 1234. Body: “Hi, I would like to return the XL quarter-zip from order 1234. It runs a little bigger than I expected. Could you send a return label? I would prefer store credit.”
\nSubject: Family order question. Body: “Hi, I am ordering 15 matching jerseys for a family reunion in July. Is CLAN fine as the family word? And which style lets every person have their own number?”
\nOrder numbers above are examples only. Use the number in your own confirmation email.
\n| Stage | \nWhat we do | \nTiming | \n
|---|---|---|
| Your email arrives | \nIt joins the support inbox in the order received | \nRight away | \n
| First reply | \nWe answer, or ask for any missing details | \nWithin 24 hours on business days | \n
| Order change | \nWe update or cancel the order if it is within the window | \nWithin 24 hours of ordering | \n
| Problem with an item | \nWe arrange a replacement or refund once we see the photos | \nConfirmed by email | \n
| Return | \nWe send a free return label and refund within 7 days of receiving the item | \nWithin the 60-day window | \n
If you reply to our email, keep the same thread. It keeps your history in one place and saves you repeating yourself.
\nCheck your spam or promotions folder first, as replies sometimes land there. Adding support@fanroo.shop to your contacts helps. If more than one business day has passed and there is still nothing, send a short follow-up in the same thread and we will pick it up.
\nSending a jersey as a surprise? Put the recipient’s address at checkout and your own email, so the tracking link and our replies come to you and not to them. If the gift needs to change size later, the 60-day returns and free return label cover it.
\nWe ship free to Canada, Australia and New Zealand as well as the US, and we answer emails from all four countries the same way. Our reply time is counted in business days. Import duties or taxes, if any, depend on the destination country; if you have a question about a parcel held at customs, email us with your order number and the message you received.
\nWe keep support on email for a reason. It lets us check your order properly before answering, gives you a written copy of every promise we make, and means you never have to wait on hold. Short, clear emails get short, clear answers. Long, detailed emails get careful, detailed ones. Either way, a person reads it.
\nAll set? Email support@fanroo.shop and we will reply within 24 hours on business days. Meanwhile, the shop is open, and the About Us page explains what we stand for.
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