Cancel or Change an Order

Last updated: October 31, 2026

A custom hoodie goes from your order notes to the print or embroidery machine quickly, so the first day after checkout is the time to catch a typo, a wrong size or an old address. This page explains the 24-hour window for cancelling or changing a Hood Haven order, what kinds of changes we can make in that time, how to word your email so nothing gets lost, and what your options are once the window has closed.

Why the window is 24 hours

Every item in our shop is made to order. Nothing is waiting in a bin with your child’s name already on it. Once your order is placed, it moves into preparation, where the names, numbers, team words and dates from your order notes are printed or machine embroidered onto the garment. After thread or ink has gone onto a hoodie, that hoodie cannot be turned back into a blank one.

A 24-hour window gives you a full day to reread your order, check sizes with the rest of the family or team, and email us before preparation is underway. The window is measured from the time on your order confirmation email, not from the start of the next business day, so an order placed at 9 p.m. on a Saturday can be changed until 9 p.m. on Sunday.

Changes we can make inside the window

As long as your email reaches us within 24 hours of ordering, we can usually make the following changes:

• Order-notes wording: fix a spelling, a jersey number, a team name, a graduation year or a date.
• Size: move any item to another adult size from XS to 4XL, or another youth size from YXS to YXL.
• Colour: switch to another colour offered for the same product.
• Shipping address: correct a street, unit number or postal code, or send the order somewhere else within the United States, Canada, Australia or New Zealand.
• Remove an item: take one hoodie off a larger order and receive a refund for that item.
• Artwork: send a corrected or replacement logo file for the design.

If a change affects the price, for example switching a pullover hoodie for a quarter-zip, we email you the difference before going ahead. Nothing extra is charged without your agreement.

Adding more items

To add another hoodie, the simplest route is a new order. Mention the first order number in the new order’s notes, especially if the two belong together, such as a matching set. Shipping is free on every order, so a second order never costs more in postage.

How to send a cancellation or change request

1. Open a new email to support@hoodhaven.shop, or reply to your order confirmation email.
2. Write a clear subject, such as “Change order 1234” or “Cancel order 1234”.
3. Use the checkout email address if you can, so we can match the request to your order straight away.
4. Describe the change exactly. Quote the old wording and the new wording, or the old size and the new size, for each item.
5. Wait for our written confirmation. We reply within 24 hours on business days. The change or cancellation is confirmed once you receive our reply.

You can also use our Submit a Ticket page. What counts for the 24-hour window is when your request reaches us, so send it as soon as you notice the problem rather than waiting for a reply to an earlier message.

Writing a change for a team order

Team orders carry many details, so a short table-style list in the email avoids mix-ups. A team parent who ordered 14 hoodies in mixed adult and youth sizes and needs to correct two lines might write: “Player 6: change name from JAXSON to JACKSON, keep #6, size YL. Player 11: change size from adult S to adult M, keep name and number.” List only the lines that change, and say that every other line stays as it was.

A spelling fix caught in time

Here is the kind of email we are glad to receive. A mom orders a sports-mom hoodie and types “MADISYN #12” in the order notes. Three hours later, reading the confirmation email on her phone, she realises her daughter spells it “MADISON”. She replies to the confirmation with “Please change MADISYN to MADISON, keep #12”, and because the request reaches us well inside 24 hours, the hoodie is made with the correct name.

Had she spotted it two days later, the hoodie might already have been printed. She would then still be able to return it within 60 days of delivery with a free label, but she would have to wait for a second hoodie to be made. That is why we suggest reading your order notes aloud before paying, especially names with unusual spellings.

Cancelling an order

To cancel, email us within 24 hours of placing the order and say which order you want cancelled. You can cancel the whole order or only some items in it. Once we confirm, the full amount for the cancelled items goes back to your original payment method. The refund details are on our Refund Policy page.

You do not need to give a reason, but a short one helps. If the issue is a size question, we may be able to change the size instead, which saves you from placing a fresh order and going back to the start of the preparation time.

After the 24-hour window

Once 24 hours have passed, your order may already be in preparation or finished. Please still email us if something is wrong, and we will tell you plainly whether a change is still possible for your order. If it is not, these routes remain open:

Returns and exchanges after delivery come with a free return label and a 60-day window. The full process is on our Returns & Exchanges Policy page.

Address changes in more detail

An address correction inside the window is simple: tell us the full new address, including unit number and postal code, and we update the order before it ships. Once the parcel is on its way, the address is with the delivery service. We will contact them on your behalf and ask about a redirect, but whether that is possible is their decision, not ours. Our Shipping & Delivery page explains what happens if a parcel comes back to us.

One order, two homes

Each order ships to one address. If you ordered a matching set for a family of five and then remember that two of the hoodies need to go to grandparents in another state, email us within 24 hours. We can remove those two items from the first order and refund them, so you can place a second order with the grandparents’ address and the same order-notes wording.

Artwork corrections

If you emailed us a team logo and then found a cleaner version of the file, or realised you sent last season’s version, reply to the same email thread within 24 hours of ordering with the new file attached. Mention your order number and say clearly which file replaces which. As with every logo or photo you send, please confirm you have the right to use it. Customer photos and artwork are deleted 30 days after delivery.

Size swaps inside the window

Size is the change we are asked about most. A dad who ordered a team-spirit hoodie in L and then decides he wants room to wear it over a jacket for early-season games can email us within 24 hours and move it to XL. A parent ordering for a growing child often does the same, moving a youth YM up to YL so the hoodie lasts through the season.

When you ask for a size swap, name the item clearly, especially on orders with several hoodies in the same colour. “The navy pullover with OWEN #4, change YM to YL” leaves no room for doubt. If you are not sure yet, measure a sweatshirt that fits well before you email, so you only need to ask once.

Embroidery wording on coach and staff pieces

Machine-embroidered names follow your order notes exactly, including capital letters, spaces and punctuation. A coach ordering a quarter-zip with “COACH RIVERA” on the chest who wants it to read “Coach Rivera” in mixed case instead should say so within 24 hours. The same goes for staff titles, such as switching “ASST COACH” to “ASSISTANT COACH”: a longer line of text may be laid out differently on the chest, so it is worth getting the wording settled while changes are still possible.

Questions people ask about changes

Can I change my order through my account page?

No. Changes and cancellations are handled by email so that each one is confirmed in writing. Your account page shows your orders, but editing them there is not available.

I emailed after 23 hours. Does that count?

Yes. What matters is that your request reached us within 24 hours of ordering, even if our reply comes later.

Can you send me a picture of the design before it is made?

We do not send a proof or mockup before production. Your order notes are the instructions, which is why this window exists.

Can I pause my order until I confirm sizes with the team?

We cannot hold an order open past the 24-hour window. If sizes are still uncertain, it is usually better to wait and place the order once every size is settled.

Cancellations made by Hood Haven

We may need to cancel an order ourselves, for example if a payment cannot be confirmed, the shipping address is outside the four countries we serve, or an artwork file cannot be used on the garment. If that happens, we email you to explain and refund the full amount you paid to your original payment method. When the problem is something you can fix, such as a low-resolution logo, we ask you first before cancelling.

Before you check out: a quick list

• Read every name, number and date in your order notes, letter by letter.
• Check each size against our Size Guide, and size up if the hoodie will go over layers on a cold sideline.
• Confirm the shipping address, including unit, apartment or dorm details.
• Keep your order confirmation email so you can reply to it quickly if you need a change.

Contact us about an order you just placed

Email support@hoodhaven.shop with your order number and we reply within 24 hours on business days. To see where an order stands, use our Order Tracking page. Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.