Returns & Exchanges Policy

Last updated: November 9, 2026

The jersey is too snug for the second half? The cap is not your color after all? No stress. Fanroo gives you a long runway to send things back, and we pay the postage both ways that matter. This page covers the process: what you can send back, how to start, how exchanges work and what happens when the box reaches us. The money side, meaning how and when a refund lands, has its own page: the Refund Policy.

1. Sixty days on the clock

You have 60 days from the day your order is delivered to start a return or an exchange. The day the tracking shows “delivered” is day one. Within that window you can return for any reason: the fit is off, a hoodie does not match the rest of the fan wardrobe, or you simply changed your mind.

Starting a return means emailing us within those 60 days. If you write on day 59, you are inside the window. Please send the item back soon after we email your label so the return does not drift.

Gift orders

Got a Fanroo jersey as a gift and it does not fit? The person who received it can email us with the order number, which is on the packing slip or can be requested from the buyer. The same 60 days apply, counted from delivery.

2. What you can send back

Everything we sell can be returned within the window:

• Custom game-day jerseys with a name and number.
• Family matching jerseys, one jersey or the whole set.
• Blank logo-free jerseys.
• Hoodies, the quarter-zip and the crewneck.
• The number tee, the raglan tee and the plain cap from tees and caps.

Personalised pieces

A jersey printed with your own name is covered by the same 60-day returns as everything else. If the problem is ours, such as a misprint, damage or the wrong item, we always fix it. Please send personalised items back clean and unworn beyond trying on, so we can see clearly what happened.

Condition we ask for

Try it on, check it in the mirror, jump around the living room like it is overtime. That is fine. What we ask is that returned items are not washed, not marked and not visibly worn at a game, unless the reason for the return is a fault that showed up in use. Fold everything back into the bag or box it came in if you still have it.

3. How to start a return or exchange

1. Email us. Write to support@fanroo.shop with your order number, which items are coming back, and whether you want a refund, an exchange or store credit.
2. Add photos if something is wrong. For a misprint, damage or a wrong item, attach a couple of clear photos. They help us fix it fast.
3. Get your free label. We reply within 24 hours on business days with return instructions and a prepaid return label.
4. Pack and drop it off. Put the items in a bag or box, attach the label and hand it to the carrier.
5. We take it from there. Once your return reaches us, we process your refund, credit or exchange.

The Submit a Ticket page lists exactly what to put in your email so nothing needs a second round.

4. Who pays return postage

We do. Fanroo pays the return postage on every return within the 60-day window, including change of mind. You do not need to buy a label or pay at the counter; use the free return label we send you.

If you send something back using your own postage instead of our label, email us first so we can talk about the best route.

5. Swapping sizes and styles

The most common exchange in fan gear is the size swap: the L that should have been an XL, or the dad who needed a 3XL instead of a 2XL. Here is how it works.

Size exchanges

Tell us the new size in your return email. Because every custom jersey is printed to order, an exchange is a fresh print with the same name and number in the new size. We start it once your return is on its way to us. If you are moving up into 3XL, 4XL or 5XL, those sizes add $3, and we will let you know how to cover the difference. Our Size Guide explains how to measure a top you already own, so the second jersey fits like a home-team win.

Changing the name or number

Want a different number on the back in the exchange? Tell us the new text in your email. Remember that names go up to 12 letters and numbers run from 0 to 99, and we print exactly what you type.

Swapping to another product

Prefer the quarter-zip over the crewneck? We can return the first item and you can order the second, or we can issue store credit that you spend on it. Store credit never expires.

Family sets

Each jersey in a family set is its own line in the order, so you can exchange just the one that does not fit. Grandpa’s jersey can go back for a bigger size while the rest of the squad keeps theirs.

6. Misprints, damage and wrong items

If we print the wrong letters, miss a number, send a jersey that arrives torn, or pack someone else’s item, that is our fumble and we fix it. Email us with photos within the 60-day window and tell us whether you want a reprint, a replacement or your money back. We cover all postage.

What counts as our mistake

• The printed name or number does not match what you typed in the order.
• The item is damaged, stained or faulty when it arrives.
• You received a different product, color or size from the one you ordered.
• An item from your order is missing from the box.

What does not count

If the order was printed exactly as typed, including a spelling the customer entered by accident, that is not a misprint. Even so, it is still covered by the 60-day returns, so email us and we will sort out a return like any other.

7. After your return lands

When the parcel reaches us, we open it, check the items against your email and process what you asked for.

• Refund: sent to your original payment method within 7 days of us receiving the return. See the Refund Policy.
• Store credit: added to your account and never expires.
• Exchange: the new item ships to you free, with the same 1-3 business days processing and 7-14 business days transit described on Shipping and Delivery.

We email you at each step so you are never left wondering where things stand. If something in the box does not match your email, for example an extra item or a missing one, we will write to you before we finish the return so we can settle it together.

8. Orders still in the locker room

If your order has not shipped yet, you may not need a return at all. Within 24 hours of ordering you can cancel or change it by email. After that, the order is in production and you can return it once it arrives, with the same free label and 60 days. Details are on the Cancel or Change an Order page.

9. Return scenarios from real game days

The jersey arrived after the party

The parcel arrived after your event because it was ordered close to the date. You can still return it within 60 days of delivery for a refund or credit, with our free label.

Half the family set fits, half does not

Email us with the lines that need a new size. We exchange only those jerseys and leave the rest of the set alone.

Number printed is 17, you typed 71

Check your order confirmation. If it says 71, that is our misprint and we reprint it free. If it says 17, it was printed as typed, and it is still returnable within 60 days.

Lost your packing slip

No problem. Your order number is in your confirmation email. If you cannot find that either, send us the name and email used at checkout and we will look it up.

A cap that sits wrong

The plain cap comes in one adjustable size. If the strap still does not give you the fit you want, it can come back within 60 days like anything else, with our free label.

Ordered a blank jersey, wanted a custom one

Send the blank jersey back for a refund or store credit, then order the custom version with your name and number. If you take store credit, it is waiting for you whenever you are ready and never expires.

Two sizes ordered to compare

Some fans order an XL and a 2XL of the same hoodie to see which feels right. That is fine. Keep the winner, the one that feels right in the stands, email us about the other one, and send it back with the free label within 60 days of delivery.

10. Packing your return like a pro

A tidy return gets through our check faster. A few habits help:

• Fold each item and put it back in its original bag if you still have it. Any clean bag or box is fine if you do not.
• Put a note inside with your order number and your name. If you are returning several jerseys from a family set, list which names are coming back.
• Stick the return label flat on the outside, with no tape over the barcode.
• Remove or cover old shipping labels so the carrier scans only the new one.
• Keep the drop-off receipt or a photo of the label until your refund, credit or exchange is complete.

Once the carrier scans your return, the tracking on the label shows its trip back to us. You do not need to email us when it is dropped off; we will see it arrive and take it from there.

11. Returns and the rest of our policies

This page is about the return process. Related questions are answered elsewhere:

• How refunds are paid and how long they take: the Refund Policy.
• Changing or cancelling an order that has not shipped: Cancel or Change an Order.
• Delivery times for your exchange item: Shipping and Delivery.
• The full rules of buying from us: the Terms of Service.
• What happens to photos you send us: the Privacy Policy. Problem photos are deleted 30 days after delivery.

If anything here ever seems to clash with another page, email us and we will follow the reading that is better for you while we fix the wording.

12. Need a hand with a return?

Email is our only channel: support@fanroo.shop. We reply within 24 hours on business days. Our address is Fanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US; please use the label we send rather than mailing items to this address without contacting us first. More answers are in the FAQs and the Help Center.