Submit a Ticket
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Open a ticket in one email
- Tickets are opened by email at support@fanroo.shop. There is no form to fill in.
- Put your order number and the topic in the subject line.
- We reply within 24 hours on business days.
- Changes and cancellations must reach us within 24 hours of ordering.
- Never send card numbers, passwords or one-time codes.
Got a question, a problem or a last-second spelling fix? You are in the right place. At Fanroo a support ticket is simply an email to our support inbox. Every message is read by a person who opens your order and answers you directly. This page shows you how to write that email so it gets solved in one round, not five. Think of it as calling the play before the snap: the clearer the call, the faster the score.
1. How to open a ticket
- Open your email app and write to support@fanroo.shop.
- Use a subject line in this shape: topic + order number, for example “Name change – order 10482”.
- In the message, describe what happened and what you would like us to do.
- Attach photos or screenshots if they help explain the issue.
- Send it from the email address you used at checkout, if you can. That lets us match you to your order immediately.
That is it. You do not need an account, a ticket number or a special form. Your email thread becomes the ticket, and every reply stays in the same conversation so nothing gets lost.
2. Pick your ticket type
Choosing the right topic word for your subject line helps us send your message to the right checklist straight away. Pick the one closest to your situation:
| Topic for the subject | Use it when | Include in your email |
|---|---|---|
| Name change | A name, number or front word needs to be corrected. | Order number, which item, the exact new text as it should print. |
| Size change | You picked the wrong size before production. | Order number, item, current size, new size. |
| Cancel order | You want to cancel the whole order or one item. | Order number and which items to cancel. |
| Address fix | The shipping address has a mistake. | Order number and the full corrected address. |
| Where is my order | Tracking is not moving or the parcel has not arrived. | Order number and what the tracking shows. |
| Problem with item | Misprint, damage or wrong item received. | Order number, item, clear photos of the problem and the label. |
| Return | You want to send something back within 60 days. | Order number, item and the reason, plus whether you want a refund, a different size or store credit. |
| Refund question | You are waiting for a refund or have a question about one. | Order number and the date you sent the return. |
| Sizing help | You are not sure which size to choose. | The product, and the measurements of a top you already own. |
| Product question | Anything about a style, colour or personalisation field. | The product name or link and your question. |
| Privacy request | You want to know about, correct or delete your data. | The email used on your orders and what you would like us to do. |
One-tap ticket starters
Prefer not to type the subject yourself? Each link below opens a new email to our support inbox with the topic already filled in. Just add your order number and your message.
- Start a name change ticket
- Start a size change ticket
- Start a cancellation ticket
- Start a delivery ticket
- Report a problem with an item
- Start a return
- Ask for sizing help
If a link does not open an email app on your device, simply copy our address and type the subject by hand. It works just the same. Whichever way you send it, the email lands in the same inbox and is treated the same way, so there is no wrong door to knock on.
3. Information that speeds things up
A complete first email is the fastest route to a fix. Before you hit send, check that you have included:
- Order number. It is in the subject and body of your confirmation email.
- Name on the order. Especially useful if you are writing from a different email address.
- The exact item. If your order has several jerseys, tell us which one: for example “the 2XL Family Reunion jersey with MOM 7 on the back”.
- The exact text. For lettering changes, type the new name or number precisely as it should print, including spaces and capital letters you expect.
- Photos. For a problem with an item, one photo of the whole piece and one close-up of the issue. A photo of the shipping label helps too.
- What you want. A replacement, a different size, a refund, store credit or just an answer. Telling us up front saves a round of messages.
An example of a strong ticket
Subject: “Name change – order 10482”. Message: “Hi Fanroo, on the Custom Kickoff Bar Football Jersey in size L, I typed RODRIGEZ but it should be RODRIGUEZ. Number 14 is correct. I ordered about three hours ago. Thanks!” That message has everything we need, and it arrived inside the change window, so the fix is simple.
An example that slows things down
Subject: “help”. Message: “my jersey is wrong”. We will still help, of course, but we will need to write back and ask which order, which item and what is wrong before we can do anything. A few extra details at the start save a day or more.
4. Timing that matters
Some tickets are time-sensitive. Here are the clocks to watch:
- Changes and cancellations: within 24 hours of placing your order. After that the piece may already be in production. Write to us anyway and we will tell you honestly what is still possible. See Cancel or Change an Order.
- Returns: open for 60 days, with a free return label from us, including change-of-mind returns. Personalised items are covered by the same 60-day returns. See the Returns & Exchanges Policy.
- Refunds: sent within 7 days of your return reaching us. See the Refund Policy.
- Our replies: within 24 hours on business days.
If you write in about a problem with an item, there is no reason to wait: the sooner we see the photos, the sooner the fix ships. Misprints, damage and wrong items are always put right.
5. What happens after you send it
- We read it. A person opens your email and finds your order.
- We reply. Within 24 hours on business days, we answer with a solution, a next step, or a short question if something is missing.
- We act. Depending on the ticket, we change the order, send a free return label, arrange a replacement, look into tracking, or issue a refund or store credit.
- We confirm. You get an email telling you what was done. If anything else is needed from you, we say exactly what.
Please keep replies in the same email thread. Starting a new email for the same issue splits the conversation and can slow things down. If you have a second, separate issue, a new email with its own subject line is perfect.
6. Keep it safe: never send these
We will never ask you for sensitive details by email, and you should never send them. Do not include:
- Full card numbers, security codes or expiry dates.
- Passwords for your Fanroo account, your email or any payment service.
- One-time codes or verification codes sent to your phone.
- Government ID numbers.
If an email claiming to be from Fanroo asks for any of these, do not reply to it. Write to us directly at our support address instead. Photos you send us about a problem are deleted 30 days after delivery. More on how we handle your information is in the Privacy Policy.
7. Tickets about personalisation
Lettering is the heart of a Fanroo jersey, so it gets the most tickets. A few things to know before you write:
- We do not send a proof or mockup. The live preview on the product page is the check, and we print exactly what was typed.
- Names are up to 12 letters. Numbers are 0 to 99. Front words on many styles are up to 12 characters.
- Sleeve numbers on the one style that offers them add $4 only when filled in.
- We cannot add a real team, league, college, player or brand name or logo. Orders asking for them are cancelled and refunded.
- There is no photo or logo upload, and we cannot add one by email.
Family set tickets
Each person’s jersey in a family set is a separate line in your order with its own text. If you need to change one person’s name, tell us which line: the size and the current text are the easiest way to point to it. Example: “On order 10517, the XL Family Lace-Neck Hockey Jersey that says GRAMS 70 should say GRAN 70.”
Special situations
Writing for someone else
Bought a jersey as a gift and the receiver has a question? The person who placed the order is the best one to write to us, from the email used at checkout, with the order number. That keeps the order details private and lets us act without extra checks. If the receiver writes in, we may ask them to loop in the buyer.
Several problems on one order
If one order has more than one issue, for example a misprinted number on one family jersey and the wrong size on another, put both in the same email and list them one by one. We handle them together so you get one clear answer.
You placed two orders by mistake
It happens when a checkout page reloads. Email us with both order numbers as soon as you notice, inside the 24-hour change window if possible, and tell us which one to keep. We cancel the duplicate before production and confirm by email once it is done, so you can see that only one order is going ahead.
No reply yet?
We aim to answer within 24 hours on business days. If you have not heard back, check your spam and promotions folders for our reply first. Still nothing? Reply to your original email so it stays in the same thread, and we will pick it up.
Questions before you buy
Tickets are not only for orders. If you are deciding between the Custom Buzzer Beater Basketball Jersey and the Custom Courtside Side-Panel Basketball Jersey, or want exact measurements for a style, ask away. We are happy to help you pick before you check out.
8. Before you write: quick self-help
Some answers are already waiting for you:
- Delivery times and countries: Shipping & Delivery.
- Following your parcel: Order Tracking.
- Choosing a size: Size Guide.
- How checkout payments work: Payment Methods.
- Fast answers to common questions: FAQs and the Help Center.
Did not find it there? Write to us. No question is too small, whether it is about a single letter or a whole family order.
9. Contact details
Email is the only way to reach Fanroo. We have no phone line, live chat or social inbox, so your email always reaches the same team in the same place.
- Email: support@fanroo.shop
- Reply time: within 24 hours on business days
- Mailing address: Fanroo, 723 N Walnut Ave, New Braunfels, TX 78130, US
Please do not send returns to the mailing address unless we ask you to. Returns go out with the free label we email you. For more ways we can help, see Contact Us, or browse the shop when you are ready for the next game-day order.