Submit a Ticket
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A support ticket at Hood Haven is simply an email with the right subject line. Pick the topic below that matches your question, click its link, and your email app opens a new message to our support inbox with the subject already filled in. Add your order number and the details listed for that topic, send it, and the request lands where it should. There is no form to fill in and no account needed, and every reply comes back to the address you wrote from.
Ticket basics at a glance
- Every ticket goes to support@hoodhaven.shop.
- Choose a topic link below to open an email with a pre-filled subject.
- Replace “order number” in the subject with your real order number.
- We reply within 24 hours on business days.
- Order changes and cancellations must reach us within 24 hours of ordering.
- Do not include card numbers, security codes or passwords in any ticket.
How the ticket links work
Each link on this page is a mail link. When you click it, your device opens its default email program, such as the mail app on your phone or a desktop mail client, with our address in the “To” field and a topic in the “Subject” field. You write your message in the body and send it like any other email.
If nothing happens when you click, your device may not have a default email program set up. In that case, copy our address, support@hoodhaven.shop, into whichever email service you use, and type the topic name from the list below as your subject. The result is the same ticket.
Already have an order confirmation email? Replying to it works just as well as a ticket link, because the order number comes along automatically. Use the topic links when you want to start a fresh thread on a new subject, or when you are writing before you have ordered.
Choose your ticket topic
Each topic below lists what to include in your message. The more complete the first email, the more likely we can settle it in one reply.
Change or correct an order
Use this for spelling fixes, a different number, a size swap or a colour swap. Send it within 24 hours of ordering, because after that your hoodie may already be in production. Include the order number, the item you mean, the text as it is now and the text as it should be. For example: “Adult L, black hoodie. Notes say MADISYN #12. Please change to MADISON #12.” Details on what can change are on our cancel or change an order page.
Cancel an order
Also bound by the 24-hour window. Include the order number and whether you want the whole order cancelled or only some items. If you are cancelling one hoodie out of a team order, name it by size, colour and the personalisation in the notes so we remove the right one.
Personalisation and order notes
Ask about wording, placement, letter style or whether a design is printed or embroidered. If you have not ordered yet, put “before ordering” in place of the order number. Remember that we do not send a proof before production, so this is the right ticket to use if you want a second pair of eyes on how to lay out your notes.
Send a photo or logo
Attach the image file directly to the email and add one line confirming you own it or have permission to use it. A club volunteer sending the team crest might write, “Club logo attached for the parent hoodies; the club has approved its use.” Files are deleted 30 days after delivery, so keep your own copy.
Team or group order
Use this for squads, booster clubs, staff sets and family matching groups. Paste your list with one line per hoodie: size, colour, name and number. A team parent with fourteen players in mixed adult and youth sizes can send the whole roster this way for a quick look before placing the order, or after ordering to confirm the notes read clearly.
Sizing help
Replace “product name” with the hoodie you are looking at. Tell us the size you are considering, the flat measurements of a hoodie you already like, and how you will wear it. A dad between L and XL who wants room for a fleece underneath on cold game nights should mention the layer. Youth sizes run YXS-YXL and adult sizes XS-4XL in a unisex fit; our size guide shows how to measure.
Where is my order
Check the order tracking page first. Processing takes 1-3 business days and transit takes 7-14 business days, so a parcel that is still within those ranges is usually on its way. Write to us if the status looks stuck or you have an event date coming up and want us to check.
Delivered but not received
Look around the property and ask neighbours first. Then send the order number, the delivery address and the date the status changed to delivered. For a parcel to Auckland showing delivered but not at the door, for instance, we will look into it with the carrier and update you in the same thread.
Return or exchange
Open a return or exchange ticket
Returns are accepted within 60 days of delivery and we send a free return label, including for a change of mind. Tell us which item, whether you want an exchange or a refund, and the new size if exchanging. A parent whose child’s youth YM is too snug after a growth spurt can ask for a YL here. The process is on our returns and exchanges policy.
Refund question
Refunds are issued to the original payment method within 7 days of us receiving your return. Store credit, if you choose it, never expires. Write if you would like to switch between a refund and store credit, or if the 7 days have passed. See the refund policy for the full picture.
Problem with an item
Use this when a name or number does not match your notes or something looks wrong with the hoodie. Attach a photo of the whole hoodie laid flat and a close-up of the problem, and copy the wording from your order notes into the email.
Shipping to Canada, Australia or New Zealand
Open an international shipping ticket
Shipping is free to all four countries we serve, and orders ship from the USA. Import duties or taxes depend on the destination country’s rules. A grandmother in Ontario sending a varsity-letter hoodie can ask here about timing for a birthday, though any charges at the border depend on Canadian rules.
Payment or checkout
Describe what you saw, such as an error message, and which step of checkout it appeared on. A screenshot helps, as long as it shows no card details. The payment options available are shown at checkout; the payment methods page explains more.
Privacy or data request
Ask about your personal details, or request that files you sent be removed sooner than the usual 30 days after delivery. Write from the email address on your order so we can match the request. Our privacy policy explains how data is handled.
Anything else
For questions that fit none of the topics above. Give us a short summary in the first line so we can route it quickly.
Fields every ticket should include
| Field | Needed for | Example |
|---|---|---|
| Order number | Every ticket about an existing order | In the subject, replacing “order number” |
| Name on the order | Every order ticket | The billing name used at checkout |
| Item details | Orders with more than one hoodie | Youth S, grey crewneck |
| Exact wording | Personalisation and corrections | COACH RIVERA, left chest |
| Photos | Item problems and delivery issues | Whole hoodie flat plus a close-up |
| Preferred outcome | Returns, exchanges and refunds | Exchange for size XL |
Two example tickets
Seeing a finished ticket makes it easier to write your own. Here are two that contain everything needed for a one-reply answer.
A coach adding embroidery wording
Subject: “Personalisation question – order 2051”. Body: “Hi, I ordered a navy quarter-zip in adult L. My order notes say COACH RIVERA but I did not say where. Please place it on the left chest. Thanks, Dan Rivera.” It names the order, the item, the exact wording and the one missing detail. If this arrives within 24 hours of ordering, the placement can be added before production.
A family sending a reunion set to two homes
Subject: “Team order – before ordering”. Body: “We need nine matching hoodies for a fall reunion photo: five going to Denver and four to Calgary. Should I place two orders? Here is the list for each house with sizes and first names.” The answer is yes, one order per address, and because the list is already split by household, the reply can confirm the notes format straight away.
Planning tickets around an event date
If a hoodie is meant for a tournament, a senior night or a holiday photo, the timing of your ticket matters as much as its content. Send any question before ordering, not after, so the answer cannot hold up production. Once the order is placed, raise corrections inside the 24-hour change window. After that, the usual timeline applies: 1-3 business days of processing, then 7-14 business days of transit. We do not offer guaranteed delivery dates, so if you mention your event date in a ticket, we can tell you honestly whether the timeline looks comfortable.
What happens after you submit
- Your email arrives in our support inbox, sorted by its subject line.
- We read it and reply within 24 hours on business days. Weekend and holiday messages are answered once the next business day begins.
- If we need more information, our reply says exactly what is missing.
- For changes inside the 24-hour window, we confirm in writing once the change is made.
- For returns, we send the free return label and the next steps by email.
- For carrier questions, we follow up in the same thread until the matter is settled.
Please do not send the same ticket more than once. A duplicate creates a second thread and can make the history harder to follow. If you need to add something, reply to your original email.
Keep your ticket safe
Never include card numbers, card security codes, bank details, account passwords or one-time codes in a ticket. We will never ask for them. Payment only happens on the checkout page. If someone contacts you claiming to be Hood Haven and asks for this kind of information, do not reply with it and forward the message to us.
Photos you attach should show the hoodie and the parcel label, nothing else. If a shipping label shows more personal information than you are comfortable sharing, a photo of just the order number portion is fine.
More ways to find an answer
Many questions are already answered on our FAQs page, and the help center links every support topic in one place. For general contact information and our business details, see contact us. Our business identity is Hood Haven, 2525 W Windrose Dr, Phoenix, AZ 85029, US; that address is for records only and is not a return address.