Help Center
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This is the front desk for every Call Up question. Find the part of your order you need help with, read the short answer, and follow the link if you need the whole page. Everything here is handled by email at support@callup.shop, and we reply within 24 hours on business days.
Quick answers
- How long until it arrives? Printing 1-3 business days, then 7-14 business days in transit. Plan on up to 17 business days in total. That is an estimate, not a promise.
- Do you send a proof? No. We print exactly what you type. The cue card read-back and tick box on the product page are the check.
- I made a typo. Email your order number and the correct text within 24 hours of ordering and we change it.
- Can I return a personalised jersey? Yes, within 60 days of delivery, for any reason, with a free return label.
- Is shipping free? Yes, every order to the US, Canada, Australia and New Zealand, no minimum.
Before you order: the countdown to the night
Most of the help we give happens before the order is placed, and nearly all of it is about one date. Write down the day of senior night, the grad ceremony or the party. Count back up to 17 business days, leaving out weekends. That is the latest day we suggest ordering. If today is already past it, order anyway and email us the date; we will tell you honestly how tight it looks.
| Weeks before the night | Where that leaves you | What to do |
|---|---|---|
| Five weeks or more | Plenty of room, even for a size exchange | Order the senior’s jersey and the escort line together |
| About four weeks | Inside the 17-business-day estimate with a small margin | Order now and read the card back carefully |
| About three weeks | Close to the edge of the estimate | Order the same day; consider two sizes to avoid an exchange |
| Under three weeks | Delivery before the night is not likely | Email us the date before you order so you can decide with the facts |
Need the full timeline by country? It is on shipping and delivery. Need to know what each part of the range is for? About Call Up walks through the five shelves.
Orders: names, numbers and changes
Personalised jerseys take a name of up to 12 letters, a number from 0 to 99, a class year of 2027 or 2028 and, on family jerseys, a role line such as MOM, DAD or GRANDPA. All text prints in capitals and personalisation costs nothing extra. Names over 9 letters print a little smaller to fit.
Before adding to cart, the page shows your text on an announcer’s cue card and on the jersey back. Read it out loud. Is it the name the senior wants called, or the one on the roster? Is it 27 or 72? Is the apostrophe in O’NEIL where it belongs? Then tick the read-back box.
- Change the name, number, size or colour: email within 24 hours of ordering with your order number. See cancel or change an order.
- Cancel the order: same 24-hour window, refunded in full.
- Your confirmation email lists every field you entered. Read it once more while the change window is open.
Escort line and family orders
A family order is the one we see most often go slightly wrong, so here is the short version. Each person walking with the senior is a separate line in the cart. Add the Escort Line family jersey once for mom, once for dad, once for the little sister and once for grandpa. Each line gets its own size, the same number as the senior, and its own role: MOM, DAD, SIS, GRANDPA. A youth-sized sibling can wear the Little Sib Youth Jersey instead, sized YXS to YXL.
Three checks save most family orders:
- The number on every family jersey matches the senior’s number, not the parent’s own.
- Each size belongs to the person in that role. It is easy to pick the senior’s size for every line.
- Colours match across the line. Pick the same colour pair on each item, for example Royal & White, so the row reads as one family from the stands.
All the lines ship in one order, and if one jersey needs changing, only that line changes. The 24-hour change window applies to the whole order.
Which page answers what
| If you want to know | Go to |
|---|---|
| When it ships and how long transit takes | Shipping and delivery |
| Where the parcel is now | Order tracking |
| How to fix a typo or cancel | Cancel or change an order |
| How to send something back | Returns and exchanges |
| When the money comes back | Refund policy |
| Which size to choose | Size guide |
| How paying works | Payment methods |
| What we do with your details | Privacy policy |
| The rules for ordering | Terms of service |
| A question that needs a person | Submit a ticket or contact us |
Help through the school year
The questions change with the calendar. In late summer and early fall it is the last first day of school and the 27th of the month. From October into early November it is fall senior nights, and the clock matters most. Winter senior nights for indoor sports follow, then spring senior nights, and from May into June graduation and grad parties. Whatever the season, the same two numbers decide the plan: 1-3 business days to print, 7-14 business days to arrive. If you are reading this with a date already on the fridge, count back from it before anything else.
Shipping and tracking
Everything ships from the USA to the United States, Canada, Australia and New Zealand, and shipping is free on every order. When the parcel leaves, you get an email with tracking. You can also check progress on the order tracking page with your order number and email.
A family order with several jerseys usually ships together. If tracking stops moving for a while, if it shows delivered but nothing is at the door, or if the address on the order was wrong, contact us and we will help. Give us the order number and what tracking shows, and we will take it from there.
For Canada, Australia and New Zealand, import duties or taxes depend on the destination country and are not something we control. A Year 12 leavers jersey sent to Brisbane or Auckland follows the same 7-14 business day transit estimate as a parcel to Ohio.
Sending a jersey as a gift to a grandparent’s house or to the senior directly? Enter that address as the shipping address. Order emails still go to you, so tracking stays in your inbox. Check the unit number, ZIP code or postcode once more before paying, because parcels go to the address exactly as entered.
Returns and exchanges
You have 60 days from delivery to return any Call Up product for any reason. That includes jerseys with a name and number on them, posters and yard signs. We pay the return postage with a free label, and there is no restocking fee.
- Email support@callup.shop with your order number and the items you are sending back.
- We email you a free return label and the return address.
- Pack the item, attach the label and drop it off.
- Once it reaches us, we send your refund or your replacement.
Wrong size for dad? Send it back and order the right one, or ask us to arrange the exchange. When senior night is close, ordering the new size first and returning the old one is usually faster. The full process is on the returns and exchanges page.
Refunds and store credit
Refunds are sent within 7 days of receiving your return, to the original payment method. Your bank or payment provider may take a few more days to show the money. Cancellations inside the 24-hour window are refunded in full.
If you would rather keep the value for later, for example for graduation after a senior night return, ask for store credit instead. It never expires. Read the refund policy for partial returns, gifts and what happens if a refund looks late.
Damaged or printed wrong
If a parcel arrives damaged, or the print does not match what you typed and read back, email a photo and your order number. We will put it right with a replacement or a refund, whichever you prefer. Photos you send us are deleted 30 days after delivery of the resolution.
If the print matches what was typed but the typed text was wrong, the 60-day return still covers you. Tell us the night’s date and we will help you choose the quickest way to a corrected jersey.
Products and sizing
Adult jerseys and tops are unisex S to 5XL, with 2XL and 3XL at $2 extra and 4XL and 5XL at $4 extra. Youth pieces are YXS to YXL. If someone will wear the jersey over a hoodie on a cold fall night, go one size up. The size guide shows how to measure a shirt you already own and compare it.
Posters and yard signs come in 12×18, 18×24 and 24×36 inches, and the gym wall banner in 2×4 or 3×6 feet. Frames, stakes and hanging hardware are not included unless the product page says so.
Not sure which shelf to start on? The senior’s jersey lives in The Walk, family jerseys in The Escort Line, graduation pieces in Stage Walk, class day jerseys in The 27th, and posters, signs and banners in Read It Out. Or open the whole shop.
Fabric and care details for each blank are confirmed by the store and shown on the product page once confirmed. Ask us before ordering if you need them.
Payments
Prices are in US dollars. The payment options available are shown at checkout, and the payment methods page explains how payment and refunds to your payment method work. No sales tax is added at checkout. If a payment fails, try again with the same details once, then email us before trying a third time so you are not charged twice.
Account and privacy
You do not need an account to order. Your order number and the email you used at checkout are enough for tracking, changes and returns. We collect what is needed to make and deliver your order, including the name and number you want printed. The privacy policy explains what we keep, for how long, and how to ask for a copy or for deletion. The rules for ordering are in the terms of service.
Designs and rights
All Call Up designs are original. We do not print school names, mascots, crests, logos or brand marks. If you think something on the site uses your work, the intellectual property policy explains what to send, and copyright notices follow the DMCA page.
Still need us?
Write to support@callup.shop, use the contact page, or open a request on submit a ticket. We do not have a phone line, so email is the fastest way to reach a person. To get an answer in one reply, include:
- your order number, if you have one;
- the date of senior night, graduation or the party;
- the name, number, size and colour as you typed them, or as you want them;
- for damage or print problems, a clear photo.
Our business address is Call Up, 16326 Oak Springs Dr, Ramona, CA 92065, United States. It is not a return address; returns go to the address on your free label. Browse the FAQs for more answers, or the sitemap for every page on the site.