Contact Us

Last updated: October 31, 2026

Need a hand with a hoodie order? Hood Haven handles every customer conversation by email, so the whole history of your order, from the first sizing question to the final delivery, sits in one thread you can always scroll back through. This page shows you how to reach us, what to put in your message so we can act on it the first time, which page answers your question fastest, and what to expect after you hit send.

How to reach Hood Haven

Write to us at support@hoodhaven.shop. We do not run a phone line or a live chat, and we do not take order questions through social media. Email keeps names, numbers and sizes in writing, which matters a great deal for personalised hoodies: when a jersey number or the spelling of a surname is on the line, a written record protects you and us from misheard details.

If you already have an order, the quickest route is to reply directly to your order confirmation email. Your order number travels with the reply, and the conversation stays attached to that order. If you cannot find the confirmation, check your spam or promotions folder, then email us from the address you used at checkout.

Prefer to pick a topic first? Our Submit a Ticket page lists one email link per subject, such as order changes, sizing, returns or team orders. Each link opens your email app with the subject line already filled in, so your message lands in the right queue straight away.

When you will hear back

We reply within 24 hours on business days. Messages sent on a weekend or a public holiday are answered within 24 hours of the next business day starting. Most questions are settled in a single reply when the first message contains everything we need, which is why the next section matters.

One timing point is worth knowing before anything else. If you want to change or cancel an order, the request must reach us within 24 hours of placing it. Send it the moment you notice the problem, rather than waiting for a reply to an earlier message. The cancel or change an order page explains what can still be changed inside that window.

What to include in your message

A complete first message saves a round of back-and-forth. Here is what helps, depending on your question:

For any order question

• Your order number, ideally in the subject line.
• The name and email address used at checkout.
• Which item in the order you mean, by product name, colour and size, if there is more than one.

For a personalisation correction

• The exact text as it appears in your order notes now.
• The exact text you want instead, written in capitals if that is how it should appear.
• Which hoodie it belongs to, if your order has several.

A short, clear example: “Order 1234. Youth M, red hoodie. Notes say MADISYN #12. Please change to MADISON #12.” That is everything we need to act, and it is far easier to apply correctly than a long paragraph.

For a problem with a delivered item

• A photo of the whole hoodie laid flat, front and back.
• A close-up photo of the issue, such as a print or an embroidered name.
• A photo of the shipping label on the parcel, if the problem might relate to delivery.

For a sizing question before you buy

• The product you are looking at and the size you are considering.
• Measurements of a hoodie you already own and like the fit of, taken flat.
• How you plan to wear it, for example over shoulder pads, a sweater or a jacket.

A dad who is between L and XL and plans to wear his hoodie over a fleece in the stands should say so; that detail changes the advice. Our size guide walks through measuring a hoodie at home if you would like to check first.

Find the right page faster

Many questions already have a full answer on one of our support pages. This table points you to the page that covers each topic, along with when it still makes sense to email.

What happens after you send a message

Your email arrives in our support inbox and is read in the order it came in. When we reply, we answer the question you asked and tell you plainly if anything else is needed from you, such as a clearer photo or the size of a second item. If a request involves the carrier, for example a parcel that seems stuck, we say so and follow up in the same thread rather than starting a new one.

Please keep replies in one thread. Starting a fresh email for every update can split the history of your order across several conversations, and that slows things down. If you need to add something, such as a forgotten player name on a team list, simply reply to your last message with the addition.

Questions we are glad to answer before you order

• Whether a long surname or a two-digit number fits well in a particular placement.
• Whether a design on a given product is printed or done by machine embroidery.
• How to lay out order notes for a large team list with mixed adult and youth sizes.
• Which size to choose for a layered fit or for a child who is growing fast.
• How the processing time of 1-3 business days and transit time of 7-14 business days fit around your event date.
• Whether we ship to your country; we deliver to the United States, Canada, Australia and New Zealand.

Team, group and gift orders

Ordering for a whole roster or a family is where a quick email beforehand pays off. A team parent buying fourteen hoodies in a mix of youth and adult sizes can place everything in one order and list each player’s size, name and number in the order notes at checkout, one per line. If you would like us to look over the format of your list before you buy, send it to us and we will tell you whether anything is unclear.

For family matching sets going to different homes, such as a reunion where two households each need their own parcel, place one order per address. Each order ships to a single address, and splitting them means each household gets its own delivery.

Sending a gift directly to someone? Put the recipient’s address at checkout and write any gift wording in the order notes along with the personalisation. If the gift is heading to Canada, Australia or New Zealand, keep in mind that import duties or taxes depend on the destination country’s rules. A grandmother in Ontario mailing a varsity-letter hoodie to her grandson, for example, would find that any charge depends on Canadian rules for that parcel.

Sending photos, logos and other files

Designs that use a photo or a team logo need the file after you order. Reply to your order confirmation email with the file attached, or email it to us with your order number in the subject. Please confirm in the same message that you own the image or have permission to use it. A coach sending the club crest might write, “Attached is our club logo for order 1234. The club board has approved its use.” Clear, short and complete.

Attach image files directly rather than links that may expire. We delete customer photos and artwork 30 days after delivery, so keep your own copy for any future reorder.

Problems after delivery

If something is not right when your hoodie arrives, email us with your order number and photos. That includes a name that does not match your order notes, a size that turned out wrong, or a parcel marked as delivered that you cannot find.

Take a parcel to Auckland, New Zealand, that shows as delivered but is not at the door. Check with neighbours and around the property first, then email us. We will look into it with the carrier and keep you updated in the same email thread.

For fit problems, you have 60 days from delivery to return or exchange, and we provide a free return label. A parent whose child’s youth YM came out too small can ask for the next size up within that window. Refunds go back to your original payment method within 7 days of us receiving the return, and store credit, if you choose it, never expires.

Keep your account and payment safe

We will never ask you for a card number, a security code, a bank login or your account password by email. If you receive a message that claims to be from Hood Haven and asks for any of these, do not reply with the details; forward it to us instead. Payment only happens on our checkout page, where the payment options available are shown. To view past orders or update your address, sign in to your account.

When you email us, share only what the question needs. An order number, a name and a photo of the hoodie are enough for almost everything.

Our business details

Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US.

This is our business address for records and formal correspondence. It is not a return address and not a showroom, so please do not post parcels or returns there. Returns always go to the address on the free return label we send you. Our terms of service are governed by Arizona law.

Before you write: a quick checklist

1. Search the FAQs for your question; many answers are one click away.
2. Find your order number in your confirmation email.
3. Gather photos if your question is about a delivered item.
4. Write the exact wording for any personalisation change.
5. Remove any payment details from your message.
6. Send it to support@hoodhaven.shop or pick a topic on Submit a Ticket.

Thank you for reaching out. Whether it is one hoodie for game day or a full set for the team bench, we will help you get it right.