Cancel or Change an Order
Last updated:
The name is typed, the number is picked, the order is in. Then, at breakfast, your senior says, “Mom, nobody calls me Alexander.” This page is for that moment. It explains the 24-hour window for cancelling or changing a Call Up order, what can be changed inside it, what happens after it closes, and how a cancellation is refunded.
Changing your mind, at a glance
- The window: 24 hours from the moment you place the order.
- How: email support@callup.shop with your order number and the change.
- What you can change: name, number, class year, family role, size, colour pair, items and address.
- Cancelling: a cancellation is refunded in full; refund sent within 7 days.
- After 24 hours: the item can still come back within 60 days of delivery, with free return postage.
Why the window is 24 hours
Every jersey, poster, yard sign and banner is printed after you order, and printing begins within 1-3 business days. There is no proof sent by email before printing: we print exactly what is typed, in capitals. The read-back tick box on the product page, where you see the name on the announcer’s cue card and on the jersey back, is the check before you pay. The 24 hours after you pay are the second chance. Once that window closes, the order is treated as final and goes ahead as typed.
The 24 hours run from the time on your order confirmation email, on the clock, including weekends. An order placed at 9:40 p.m. on a Sunday can be changed until 9:40 p.m. on Monday. Note that this is not business days: we count real hours, so do not wait for Monday morning if you ordered on Saturday.
How to ask for a change or a cancellation
- Email support@callup.shop. Put the order number and the word “Change” or “Cancel” in the subject line, for example “Change 4182: name”.
- Write from the address you used at checkout if you can. If not, include that address in the message so we can match the order.
- Say exactly what should change. For text, type the new text the way it should print, in capitals, letter by letter if the spelling is unusual.
- Our reply confirms the change. We reply within 24 hours on business days. Your request counts from the time your email reaches us, so an email sent inside the 24-hour window is inside the window even if our reply comes later.
Please send one email with every change in it, rather than several. If you change the name in one message and the size in another, a third message saying “actually, never mind the size” is how jerseys get printed wrong.
What can be changed in the first 24 hours
| What you want to change | What to send us | Effect on price |
|---|---|---|
| Name on the back | The new name, up to 12 letters, in capitals | None |
| Number | Any number from 0 to 99 | None |
| Class year | 2027 or 2028 | None |
| Family role on an Escort Line jersey | MOM, DAD, SIS, BRO, GRANDMA, GRANDPA, AUNT, UNCLE or FAMILY | None |
| Size | The new size: adult S to 5XL, or youth YXS to YXL | 2XL-3XL add $2, 4XL-5XL add $4 |
| Colour pair | The pair closest to the school, for example Forest & Gold | None |
| Shipping address | The full corrected address | None, shipping stays free |
| Add or remove an item | Which item, with its personalisation | The item price |
If a change lowers the total, such as moving from 4XL to XL, the difference is refunded. If it raises the total, such as adding a jersey, we tell you the amount and how to pay it before printing. Nothing extra is charged without your say-so.
Name changes, done carefully
Most changes we see are about the name on the back. A few things worth deciding before you write in:
Last name or the name the team uses
The announcer may read “Number 7, Alexander Reyes”, but the team may call him “LEX”. Ask your senior which one they want across the shoulders, because it is their walk. The field takes up to 12 letters.
Long names
Names longer than 9 letters print smaller so they fit across the back. That is normal, not a fault. If a 12-letter name like CHRISTOPHERS feels too small, the nickname may read better from the stands.
Hyphens, two words and apostrophes
We print exactly what is typed. If the name is GARCIA-LOPEZ, type the hyphen. If it is two words, VAN DYKE, type the space. If it is O’NEIL, type the apostrophe. Spell it in the email the way it should print, and if there is anything unusual, say so in plain words too: “apostrophe after the O”.
A Sunday order, hour by hour
Here is how the window plays out for one family. Basketball senior night is on a Friday three weeks away. Mom orders on Sunday at 8:15 p.m.: one jersey for the senior in L, Navy & Gold, number 4, name HENDERSON, Class of 2027.
- Sunday, 8:15 p.m.: the order confirmation email arrives. The 24-hour window opens.
- Sunday, 9:30 p.m.: the senior sees the screenshot and says the team calls her “HENDO”. Mom emails: “Change 5307: name from HENDERSON to HENDO. Everything else the same.”
- Monday morning: our reply confirms the new name. The order joins the print queue with HENDO on the back.
- Monday, 8:15 p.m.: the window closes. From here, the order goes ahead as confirmed.
The change cost nothing and took one email. Had the same idea come up on Wednesday, the jersey would still have been returnable and reprintable, but the reprint would have needed its own printing and delivery time before the night.
Changes we cannot make, at any point
Some requests fall outside what the products allow, inside the window or not:
- School names, mascots, crests, logos or team names. We do not print them on any product. Choose the colour pair closest to the school instead.
- Names longer than 12 letters. Shorten to a nickname or the last name only.
- Numbers outside 0 to 99, such as 100 or a three-digit number like 007.
- Class years other than 2027 and 2028.
- A photo printed on a product. None of our products use customer photos, so there is nothing to upload.
- Delivery to a country other than the United States, Canada, Australia or New Zealand.
- Frames, stakes or hanging hardware for a poster, yard sign or banner, unless the product page lists them.
Graduation and class jersey orders
A Stage Walk jersey for graduation, or a class jersey from The 27th, follows exactly the same 24-hour rule. Graduation dates are usually set early, which gives you more time to decide whether the jersey under the open gown should read the full surname or the name the family uses. For leavers jerseys in Australia and New Zealand, and grad orders in Canada, the window is the same 24 hours, measured from your order confirmation.
Escort line and family orders
One checkout often holds four or five jerseys from The Escort Line: MOM, DAD, SIS and GRANDPA, all with the senior’s number. Changes can be made to any line of that order inside the same 24 hours. Tell us which line by its role and size, for example “the SIS jersey in YM: change number from 12 to 21”. If grandma decides to walk too, we can add a GRANDMA jersey to the same order inside the window, priced as a normal item.
A common mix-up: the senior’s number changes after the order, because the roster was updated. If the senior’s number changes, every escort jersey with that number needs the same change. List them all in one email.
Cancelling an order
You can cancel the whole order or part of it within 24 hours of placing it. Email us with the order number and the word “Cancel”, and list which items, if not all of them.
A cancellation is refunded in full, with the refund sent within 7 days, to your original payment method. Shipping was free, so there is no shipping charge to deal with. If you prefer, you can ask for store credit instead of a refund; store credit never expires. The full details of how money comes back are on our Refund Policy page.
After the 24 hours have passed
After 24 hours, the order goes ahead as typed. Write to us anyway if something is wrong; we will tell you honestly whether anything can still be done. If it cannot, you are not stuck with it:
- Every product, including a personalised jersey, can be returned within 60 days of delivery for any reason.
- Return postage is paid by us, with a free return label, and there is no restocking fee.
- You can choose a refund, store credit or an exchange, such as a corrected reprint or a new size.
The steps are on our Returns & Exchanges Policy page. The difference is time: a corrected reprint after delivery means another 1-3 business days of printing and 7-14 business days of delivery. If senior night is close, that is why the first 24 hours matter.
Address changes
An address can be changed within the same 24 hours. Send the whole corrected address, not just the part that changed: street, unit, city, state or province, ZIP or postal code, and in Australia or New Zealand, the suburb. We deliver only to the United States, Canada, Australia and New Zealand, so an address outside those four countries cannot be accepted. Once a parcel is on its way, we cannot promise that it can be redirected. Delivery timing is explained on our Shipping & Delivery page.
When we cancel an order
Occasionally we may need to cancel an order ourselves, for example when an address cannot be delivered to, a payment cannot be confirmed, or text was entered that we cannot print, such as a school name, mascot or logo; we do not print school names, mascots, crests or logos on any product. If that happens, we email you first and, where it is a text issue, offer you the chance to change the text. If the order is cancelled, it is refunded in full, with the refund sent within 7 days.
Plan the night, then order
The fewest changes happen when the facts are settled before checkout. A short list that saves most emails:
- Confirm the senior night or graduation date and count back up to 17 business days: 1-3 for printing and 7-14 for delivery. It is an estimate, not a guarantee.
- Ask the senior for the exact name and number. Check the roster if the number was recently changed.
- For the escort line, ask each walker which size they want, and whether they will wear the jersey over a hoodie on a cold night.
- Choose the colour pair closest to the school from the ten pairs on the product page, such as Purple & Gold or Black & Gold.
- Read the cue card back out loud, then tick the box.
Sizing questions are answered on the Size Guide, and the jerseys themselves are in The Walk.
Write to us
For any change or cancellation, email support@callup.shop with your order number. We reply within 24 hours on business days. To check where an order is, use Order Tracking. Call Up, 16326 Oak Springs Dr, Ramona, CA 92065, United States.