Contact Us
Last updated:
Got 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.
Reach the Fanroo crew
- Email: support@fanroo.shop
- Reply time: within 24 hours on business days.
- Postal address: Fanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US.
- Email is our only support channel. There is no phone line, live chat or social media inbox.
- Need to change or cancel an order? Write within 24 hours of ordering.
How to get in touch
Send 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.
If 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.
Our postal address
Fanroo, 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.
When you will hear back
We 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.
If 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.
What to include in your email
The more we know up front, the faster we can get you back in the game.
- Your order number, found in your confirmation email. It is the fastest way for us to find your order.
- The email address you ordered with, if you are writing from a different one.
- Which item and which line, for example “the 2XL jersey with RIVERA 44” in a family order.
- What happened or what you need, in a sentence or two.
- Photos, if something arrived misprinted, damaged or wrong. A clear shot of the problem and one of the shipping label helps a lot.
Please never send
Do 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.
About photos you send
Photos 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.
Find the right help page
Many answers are already written down. Check the table below first; if it does not cover your situation, email us.
| Your question | Best page | Key fact |
|---|---|---|
| Where is my order? | Order Tracking | A tracking link is emailed when your order ships |
| How long does delivery take? | Shipping & Delivery | 1-3 business days processing, 7-14 business days transit |
| Can I fix a name or cancel? | Cancel or Change an Order | Within 24 hours of ordering, by email |
| How do I send something back? | Returns & Exchanges Policy | 60 days, free return label |
| When do I get my money? | Refund Policy | Within 7 days of us receiving your return |
| Which size should I choose? | Size Guide | Adult S to 5XL, no youth sizes |
| How do I pay? | Payment Methods | Options are shown at checkout |
| Quick general answers | FAQs and Help Center | Grouped by topic |
| Can you print a team logo? | Intellectual Property Policy | No real team, league, college, player or brand names or logos |
Common reasons fans write to us
A typo in a name or number
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.
Something arrived wrong
Misprints, 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.
Returning an item
Write 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.
Planning a family or group order
Organising 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.
A tracking link that has not moved
Tracking 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.
Size questions
All 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.
Words we can and cannot print
Your 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.
Questions about a product before you buy
Shopping for a specific game, a birthday or a reunion? We are happy to help you pick before you order. Good pre-order questions include:
- Which styles in the game-day jerseys collection have a front word field?
- Which style offers sleeve numbers, and how do they look with my back number?
- Is a hoodie or the quarter-zip better for a cold night game?
- Will a 12-letter surname fit across the shoulders? (Yes, up to 12 letters fit, and the live preview shows how it sits.)
- What colour combinations do you currently offer in the family matching jerseys?
- Is there a logo-free option for someone who prefers plain gear? (Try the blank fan jerseys or the plain cap.)
Include the product name or link in your email, and we will answer about that exact item rather than guessing.
Proofs and previews
We 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.
Sample emails that get quick answers
Not sure how to word it? Borrow one of these and swap in your details.
Fixing a name
Subject: 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!”
Reporting a problem
Subject: 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.”
Starting a return
Subject: 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.”
Asking before a group order
Subject: 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?”
Order numbers above are examples only. Use the number in your own confirmation email.
What happens after you write
| Stage | What we do | Timing |
|---|---|---|
| Your email arrives | It joins the support inbox in the order received | Right away |
| First reply | We answer, or ask for any missing details | Within 24 hours on business days |
| Order change | We update or cancel the order if it is within the window | Within 24 hours of ordering |
| Problem with an item | We arrange a replacement or refund once we see the photos | Confirmed by email |
| Return | We send a free return label and refund within 7 days of receiving the item | Within the 60-day window |
If you reply to our email, keep the same thread. It keeps your history in one place and saves you repeating yourself.
If you have not heard back
Check 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.
Gift orders
Sending 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.
Writing from outside the United States
We 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.
A note on our support style
We 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.
Before you hit send
- Is your order number in the email?
- Have you named the exact item and line?
- For a problem, have you attached photos?
- For a change, are you still within 24 hours of ordering?
- Have you left out any card numbers or passwords?
All 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.