Submit a Ticket
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Every ticket at Call Up is an email, and every email is read by a person. Pick the topic below that matches what you need, tap its link, and your email app opens a new message to support@callup.shop with the subject already filled in. Add your order number and a few lines, then send. A clear subject puts your message in the right queue the moment it lands, which matters when the night is two weeks away. We reply within 24 hours on business days.
Before you send
- One ticket per order. Put the order number in the first line.
- Name or size change? Send it within 24 hours of ordering, before printing starts.
- Returns are open for 60 days from delivery on every product, and the return label is free.
- Never send card numbers, bank details or passwords. We will never ask for them.
- Your email app does not open? Write to support@callup.shop and type the topic as the subject yourself.
Choose your ticket topic
Each link only fills in the subject line. Nothing about you or your order is placed in the link; you type those details into the message yourself.
| Topic | Use it when | Open a ticket |
|---|---|---|
| Change my order | A name, number, year, role, size or colour needs fixing, within 24 hours of ordering | Change my order |
| Cancel my order | You want the whole order cancelled, within 24 hours of ordering | Cancel my order |
| Where is my parcel | Your order has shipped and you want an update, or it seems late | Where is my parcel |
| Arrived damaged or wrong | A print is smudged, a size or colour is not what you ordered, or the tube was crushed | Arrived damaged or wrong |
| Start a return | You want to send something back within 60 days of delivery | Start a return |
| Refund or store credit | You have a question about money already returned, or want store credit instead | Refund or store credit |
| Help me choose a size | Your senior is between sizes, or a sibling needs youth sizing | Help me choose a size |
| Escort line or group order | Several family members, or several seniors, need jerseys on one order | Escort line or group order |
| Before I order | A question about colours, personalisation rules or timing | Before I order |
| Privacy request | You want to see, correct or delete your information | Privacy request |
| Copyright notice | You believe content on our site copies your work | Copyright notice |
| IP concern | A trademark, design or publicity concern that is not copyright | IP concern |
| Something else | Anything that does not fit above | Something else |
What to write in each ticket
A good ticket answers our first question before we ask it. The details below are what we need for each topic. Leave out anything that does not apply.
Change my order
Write the order number, then the line that is wrong and how it should read. Spell the corrected name letter by letter in capitals and say where any space, hyphen or apostrophe goes. For example: “Order 1042. Back name should be DE LA CRUZ, three words with spaces, not DELACRUZ. Number stays 14.” If you are changing a size, say which jersey on the order, because an escort line order can hold four or five. Changes are possible within 24 hours of placing the order; after that, printing may have started. Our Cancel or Change an Order page explains the window in full.
Cancel my order
The order number and the word “cancel” are enough. If you only want to remove one item, say which one. Orders cancelled within 24 hours are refunded in full.
Where is my parcel
Give the order number and the country it is going to. Tell us the date of your event, if there is one, so we can tell you honestly what the estimate looks like. Making takes 1-3 business days and delivery 7-14 business days to the United States, Canada, Australia and New Zealand. Those are estimates, not promises. You can also check progress yourself on Order Tracking.
Arrived damaged or wrong
Give the order number, describe what is wrong and, if you can, attach a photo of the problem and the label on the package. A photo of the smudged number or the creased poster is all we need; please do not send photos of people. Photos you send us are deleted 30 days after delivery of the fix.
Start a return
Give the order number, the items you are returning and the reason in a few words. The reason is only so we can learn; any reason is accepted, including a change of mind, and personalised items are covered. We send a free return label. Details are on the Returns & Exchanges page.
Refund or store credit
Give the order number and the date you sent the return. Refunds go to your original payment method within 7 days of us receiving the return. If you would rather keep the value for a sibling’s jersey later, ask for store credit; it never expires. The money side is explained on our Refund Policy.
Help me choose a size
Tell us which product, the size your senior usually wears in a T-shirt or hoodie, and how they plan to wear it: on its own, or over a hoodie on a cold October night. For a little sibling, give their usual youth size. Adult sizes run S to 5XL and youth sizes YXS to YXL. Start with the Size Guide; it may answer you faster than a ticket.
Escort line or group order
List each person with their role and size, and the one number the whole family shares. For example: “Senior number 9. MOM, adult L. DAD, adult 2XL. SIS, youth YM. GRANDPA, adult XL.” If you are organising jerseys for a whole group of seniors, say how many and the colour pair you are leaning towards. There is no minimum on any order.
Privacy, copyright and IP
For a privacy request, write from the email used on your order and say what you want done. For a copyright notice, include the six items listed on our DMCA page. For a trademark or design concern, see the Intellectual Property Policy.
Three tickets, written well
These are the kinds of messages that get sorted in one reply. Borrow the shape for your own.
A leavers’ jersey heading to New Zealand
Subject: Where is my parcel. “Order 1187, shipping to Christchurch. It is a Year 12 leavers’ jersey and the leavers’ dinner is on the 4th. It was marked shipped nine business days ago. Can you tell me what the estimate looks like?” We can reply with where the order stands against the 7-14 business day estimate, and explain that import duties or taxes, if any, depend on New Zealand’s rules rather than ours.
A nickname instead of a surname
Subject: Change my order. “Order 1203, placed this morning. The back says HOLLINGSWORTH but my son wants to be called up as HOLLY. Please change the name only; size XL and number 31 stay the same.” HOLLINGSWORTH is 13 letters, over the 12-letter limit, so the switch to HOLLY also solves a fit problem. A name longer than 9 letters prints smaller across the back, and the shorter nickname prints at full size.
A graduation jersey that came too big
Subject: Start a return. “Order 1150, delivered last week. The Stage Walk jersey in 2XL is too big to wear under her gown. I would like to return it and order an L.” We send the free return label, and when the 2XL arrives back with us, the refund goes out within 7 days. A new order for the L can be placed at any time, so it does not have to wait for the return.
How to type a name in a ticket
Email software sometimes changes what you type: it capitalises the first letter, swaps a straight apostrophe for a curly one, or joins two words. To be sure we read your name exactly, write it in capitals, then spell it out in words when it has anything unusual. “O’NEIL, capital O, apostrophe, NEIL” leaves no doubt. For a two-word name, say “two words” and how many spaces. We print names in capitals, up to 12 letters, so there is no need to worry about lower case.
What never belongs in a ticket
- Card numbers, security codes or expiry dates.
- Bank or account numbers.
- Passwords, including your callup.shop account password.
- Government ID numbers.
- Photos of students or other people.
Call Up will never ask for any of these by email. If a message claiming to be from us asks for them, do not reply to it; forward it to us instead.
What happens after you press send
| Step | What happens | When |
|---|---|---|
| 1. Arrives | Your email lands in the support inbox, sorted by its subject | Straight away |
| 2. First reply | A person answers, confirms the next step or asks for one missing detail | Within 24 hours on business days |
| 3. Action | The change, cancellation, return label, reprint or refund is carried out | Change and cancel requests are handled inside the 24-hour order window |
| 4. Confirmation | You receive an email saying what was done | When the action is complete |
Replies come from support@callup.shop. If you have not heard back within 24 hours on a business day, check your spam or promotions folder, then reply to your original email rather than starting a new one. A second ticket on the same order can split the conversation and slow it down.
Business days and weekends
Business days are Monday to Friday, excluding public holidays. A ticket sent on Saturday morning is answered by the end of Monday at the latest. If you notice a typo on a Saturday night order, send the change ticket straight away anyway: the 24-hour change window counts from the time you placed the order, and an early email is what keeps it inside that window.
Tickets that cannot wait
Some tickets carry a clock. Here is how to give yours the best chance.
- A typo in the name. Use “Change my order” as soon as you see it. The read-back step on the product page is the only proof; we print exactly what was typed, so a change has to reach us within 24 hours.
- The night is close. Put the event date in the first line of a “Where is my parcel” ticket. We cannot move a parcel faster than the delivery service carries it, but we can tell you what the estimate says and what your options are.
- Wrong address. If you typed the address wrongly at checkout, open “Change my order” immediately with the corrected address. Once a parcel has shipped, the address can rarely be changed.
When there is no ticket for it
Use “Something else” for anything not listed, from a question about graduation timing to a note on how senior night went. If your email app does not open from the links on this page, copy our address, support@callup.shop, into a new message and type the topic name as the subject. It reaches the same inbox. Call Up has no phone line; email keeps a written record of every name and number, which protects your order. For general questions and our business details, visit Contact Us or browse the FAQs.