Returns & Exchanges Policy

Last updated: November 12, 2026

Most stores that print names refuse returns on anything personalised. We do not. Every Call Up product, including a jersey with your senior’s name and number on the back, can come back within 60 days of delivery for any reason, and we pay the return postage. This page is the how-to: what to send, how to ask for a different size, what happens when the parcel reaches us, and the situations families ask about most. The money side, meaning how much comes back and how fast, has its own page: our Refund Policy.

Sending something back, at a glance

• Window: 60 days from the delivery date.
• What qualifies: every product, for any reason, personalised items included.
• Return postage: paid by us, even for a change of mind. We email you a free return label.
• Restocking fee: none.
• Exchanges: a different size, colour pair, name or number, printed fresh.
• How to start: email support@callup.shop with your order number. We reply within 24 hours on business days.

Sixty days, any reason, name included

The 60 days start on the day the parcel is delivered, not the day you ordered. A jersey delivered on March 30 can be returned until late May, well after a spring senior night is over. You only need to email us inside the 60 days; we take it from there.

“Any reason” means any reason. The jersey fits but your senior decided on the hoodie instead. Grandpa ordered a second DAD jersey by mistake. The colour pair looked closer to the school’s colours on screen than in daylight. The game was rained out and moved, and now the jersey arrived after the new date. None of these needs a defence. Tell us what you want to do and we will send the label.

We accept personalised returns because we know how these orders happen: late at night, in a hurry, with a deadline. We would rather you order with confidence than hesitate because a name on the back makes the jersey unreturnable.

What we ask you to check first

Three quick checks save you a return altogether:

• Is the problem the size? An exchange for the next size up is usually what you want, not a refund. See the exchange section below.
• Is the problem the spelling? We print exactly what was typed and confirmed with the read-back tick box. If the printed name matches what you typed, it is still returnable; if it does not match what you typed, that is our mistake and we reprint it.
• Is the order still within 24 hours? If you have only just ordered, you may not need a return at all. Our Cancel or Change an Order page explains the 24-hour window for fixing a name, number or size before printing goes ahead.

Starting a return, step by step

1. Email support@callup.shop with your order number in the subject line. If you prefer a form, use Submit a Ticket.
2. Tell us which items are coming back. In an Escort Line order, name the role printed on each one, for example “the SIS jersey in youth M and the GRANDPA jersey in 3XL”, so we do not guess.
3. Say whether you want an exchange, a refund, or store credit.
4. If the item arrived damaged or printed differently from what you typed, attach a photo. Photos you send us are deleted 30 days after delivery of the resolution.
5. We reply within 24 hours on business days with the return address and a free return label.
6. Fold the jersey, or roll the poster, pack it in any sturdy bag or tube, put your order number on a slip of paper inside, attach the label and send it. Keep the receipt or tracking reference from the drop-off.

Please do not send a parcel back without emailing first. An unannounced jersey with “MARTINEZ 12” on the back and no order number is surprisingly hard to match to a family. If you need more time to send the item after we issue the label, just tell us.

Who pays the postage

We do. For every return, whether it is a wrong size, a change of mind or a printing problem, we provide a free return label. There is no restocking fee, no label fee and no deduction for the original shipping, which was free in the first place. Families in Canada, Australia and New Zealand get the same treatment: ask, and we send the return instructions and label for your country.

The only thing we ask is that you use the label we send rather than buying your own postage. If a label does not work at your drop-off point, email us and we will sort out another way.

Exchanges: a new size, a new colour pair, a corrected name

An exchange at Call Up is a fresh print. We cannot pull a different size off a shelf, because there is no shelf: the replacement is printed with the same name, number and class year, or with whatever change you need. Plan for the same 1-3 business days of printing and 7-14 business days of delivery that apply to a new order, as described on our Shipping & Delivery page.

When time is short

If the night is close, say so in your email and include the date. Where a replacement is needed for an event, we can talk about printing the replacement before the original reaches us, so the new jersey is not waiting on the return trip. We look at each case and reply with what is possible.

Common exchanges

Typical Call Up exchanges and what to tell us

Situation	What to tell us	What we print
Too snug over a hoodie on a cold fall night	Current size and the size you want	Same jersey, one size up
Little sister needs youth, not adult S	Youth size, YXS to YXL	Same role and number in youth sizing
Colour pair not close enough to the school	The pair you want, for example Maroon & Gold instead of Crimson & White	Same name and number in the new pair
Senior wants the nickname, not the last name	The new text, up to 12 letters	New back, same number and year
Wrong class year chosen	2027 or 2028	Same jersey with the correct year

If the exchange costs more, for example moving from XL to 4XL, which adds $4, or less, we tell you the difference before we print. Sizing help is on the Size Guide.

Damaged, misprinted or the wrong item

If a jersey arrives with a print flaw, a name that does not match what you typed, a wrong number, the wrong size from the one you selected, or a poster creased in a way that will not lie flat, that is on us. Email a photo and your order number. We reprint or refund, the postage is ours, and in some cases we will not need the item back at all; we will tell you in our reply.

A quick note on spelling. We print exactly what is typed, in capitals, and the product page shows it on the announcer’s cue card and the jersey back before you tick “I read the card back”. If the jersey matches what was typed, it is not a misprint, but it is still returnable under the 60-day rule, with free postage. So a typo is never a lost jersey; it is a slower one.

Posters, yard signs and banners

Posters, yard signs and banners from Read It Out follow the same 60-day rule. Roll a poster back into its tube, or use any sturdy tube, rather than folding it. A yard sign can go back flat. Frames, stakes and hanging hardware were not included unless the product page said so, so there is nothing extra to return unless your listing included it.

If a sign has already been on the lawn for the week of the game, it is still returnable. Wipe off the worst of the mud, please.

Gifts, grandparents and the escort line

Many jerseys are bought by one person and worn by another: an aunt orders for a niece, grandparents order the whole Escort Line for the family walk. Either the buyer or the wearer can start the return, as long as we have the order number. Any refund goes back to the person who paid, unless they ask us for store credit instead.

You can return part of an order. If the MOM, DAD and SIS jerseys fit and the GRANDPA one does not, send back only the GRANDPA jersey and keep the rest. Each item is handled separately.

What happens once your parcel arrives

When the return reaches us, we match it to your order and email you. Then, depending on what you asked for:

• Exchange: the replacement goes into the print queue, unless it was already printed early for a close event.
• Refund: it is sent within 7 days of receiving the return, to your original payment method. The details are on our Refund Policy page.
• Store credit: issued on request instead of a refund, and it never expires. Useful if a younger sibling is Class of 2028 and you would rather keep the value for next year.

Returned personalised items are not resold to another family, because nobody else is called up with your senior’s name.

One return, start to finish

Here is how a typical exchange runs. A family orders an Escort Line set for a basketball senior night: the senior’s jersey in L, MOM in M, DAD in 2XL and a youth S for a little brother, all with number 23. The parcel arrives on a Monday. That evening the little brother tries his on over a long-sleeve shirt and it is too tight across the shoulders.

1. Monday night, mom emails support@callup.shop: order number, “BRO jersey, youth S, please exchange for youth M, senior night is in 16 days”.
2. We reply within 24 hours on business days with a free return label and confirm the youth M with the same role, number and class year.
3. Because the date is close, we discuss whether the youth M can be printed before the youth S comes back.
4. She drops the youth S off with the label. The other three jerseys stay home; nothing else needs to move.
5. The youth M arrives on its own delivery timeline, and the price difference, if any, was settled before printing.

No restocking fee, no postage, no argument about whether the jersey was “personalised”. That is the whole process.

What does not shorten the 60 days

Some things families worry about do not affect the return right at all:

• The jersey was worn for the walk and the photos. Tell us, and we will still accept it within 60 days.
• The name or number on the back is personal to your senior.
• The item was bought during a busy season or as part of a larger family order.
• The jersey was a gift and the wearer, not the buyer, is the one writing in.

Orders that have not shipped

If the order has not shipped and you are still within 24 hours of placing it, you can cancel or change it without any return. After 24 hours, printing may have started; email us anyway. Once the item arrives, the full 60-day return applies.

Leavers jerseys and grad orders outside the US

Orders ship from the USA, so a Year 12 leavers jersey returning from Brisbane or a grad jersey from Calgary crosses a border on the way back. We send return instructions suited to your country with the free label. Import duties or taxes on the original delivery depend on the destination country and are not something we control; if you have questions about them, mention it in your email and we will help where we can.

Need help with a return?

Write to support@callup.shop with your order number. We reply within 24 hours on business days. For quick answers, try our FAQs or the Help Center. Call Up, 16326 Oak Springs Dr, Ramona, CA 92065, United States.