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\nThis Shipping & Delivery Policy covers every order placed on backheel.shop: how long we take to make your order, how long the parcel spends with the carrier, where we deliver, what delivery costs (nothing) and what happens when a parcel goes quiet or turns up in bad shape. It is written for the people who actually order from us: a squad organiser collecting ten shirts before the first game of the season, a free agent who just got placed on a new team, a keeper who needs a clash colourway by Thursday. If your question is not answered here, email support@backheel.shop. We reply within 24 hours on business days, Monday to Friday.
\nEvery Back Heel shirt starts life as a blank waiting for its pattern, its colourway, its sleeves and, on most jerseys, the name and number you typed on the product page. That is why there is a making step before anything ships. We take 1–3 business days to make and pack an order after it is placed. Business days are Monday to Friday. An order placed on a Saturday evening starts its count on Monday morning, and a public holiday does not count as a business day either.
\nThe making step is the same whether you order one pickup shirt or a full roster. A personalised shirt does not take extra time: the name on the back (up to 12 letters, in capitals) and the number (0 to 99) are part of the order from the start. Shorts, crew socks, the warm-up long sleeve tee and the pullover hoodie follow the same 1–3 business day window, and items in one order are made together so they can leave together.
\nWe do not send a proof or mockup before production. The turntable on each jersey page is your live preview: what you see on the back as you type is what we print. Double-check spelling before you pay, and if you catch a slip afterwards you still have the 24-hour change window described in Cancel or Change an Order. Once the making step has started on an order outside that window, the name you typed is the name you get.
\nAfter your order leaves us it travels with the carrier for 7–14 business days. Add the 1–3 days of making, and a typical order lands 8–17 business days after you click the order button. The table below sets out the numbers for each country we deliver to.
\n| Destination | \nShipping cost | \nMaking time | \nTransit time | \nTypical total from order | \n
|---|---|---|---|---|
| United States | \nFree | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| Canada | \nFree | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| Australia | \nFree | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
| New Zealand | \nFree | \n1–3 business days | \n7–14 business days | \n8–17 business days | \n
Free means free: no order minimum, no code to enter, no shipping line that appears at the last step. One pair of crew socks ships free; so does a box of ten keeper and outfield shirts. These times are estimates, not promises. Weather, customs checks, peak season and carrier backlogs can add days, and public holidays in either the sending or receiving country are not business days. We tell you the honest range rather than the best case, because nobody wants to find out on game night that the kit is still in a sorting centre.
\nThe simplest way to plan is our rule of thumb: order at least 17 business days before the day you need the shirts in your hands. Seventeen business days is a little over three calendar weeks, and more once a holiday sits in the middle. If you want the numbers done for you, the “First whistle” tool on our homepage (pick your first game date) shows the last day to order using the figures on this page. It is an estimate only, and it does not collect or store anything you enter.
\nWinter futsal registration usually runs from September to November and the first game often lands in January, with a holiday season in between. If you are collecting shirts for six to ten players, gather every name, number, size and sleeve choice in one message first, then place a single order well before the 17-business-day line. One order means one making window and one set of parcels to watch. Waiting for the last player to reply is the classic way to miss kick-off, so set your own deadline a few days before ours.
\nPlaced on a new team and told to “match the others”? Check which colourway the squad uses before you order, then give yourself the same 17-business-day margin. A pickup regular buying one shirt for the Sunday run on the blacktop has more freedom, but the transit range is the same for one shirt as for twenty.
\nThe keeper has to stand out from four outfield players, so their shirt is usually a clash colourway of the same art or one of our keeper shirts. If the outfield shirts and the keeper shirt are in the same order, they are made together. If the keeper orders separately, plan the same margin: a team that walks out with no keeper shirt is a team about to play a flying keeper whether it wanted to or not.
\nWe deliver to the United States, Canada, Australia and New Zealand. Orders ship from the USA. Checkout only offers these four countries, so if your address is elsewhere you will not be able to complete an order. We are not able to forward parcels to other countries or arrange delivery through a third party, and we would rather tell you that now than after you have chosen ten names.
\nWe deliver to the residential or business address you type at checkout. Some addresses (for example post office boxes, military mail or remote locations) depend on what the carrier accepts for that parcel. If you are unsure whether your address will work, email us before ordering and we will tell you what we know.
\nYou receive an order confirmation email when your order is placed. When the parcel leaves us, we send a dispatch email. When the carrier gives us a tracking number, we include it in that dispatch email, with the carrier’s own page to follow it on. Tracking often shows nothing for the first day or two while the parcel waits for its first scan, especially on international routes; that quiet stretch is normal.
\nYou can also see your order status at any time in My Account under Orders, and our Order Tracking page explains what each status means. If you checked out without an account, your emails are your record, so keep the order number handy. Can’t find the dispatch email? Check your spam or promotions folder first, then write to us with your order number.
\nA parcel can only be as accurate as the address on it. Before you pay, check the recipient name, street number, apartment or unit, city, state, province or region, and the ZIP or postal code. Squad organisers ordering for a team should decide early whose address the parcel goes to; changing it later is the most common request we get.
\nYou can correct the address by email within 24 hours of ordering, as described in our Cancel or Change an Order policy. After the parcel has left us, we can ask the carrier about a redirect, but the carrier decides whether that is possible. If a parcel is returned to us as undeliverable, or is refused at the door, email us and we will work out the next step with you; we will not make that decision without talking to you first.
\nWe aim to send all items in an order together. Occasionally a larger order, such as a full roster plus shorts and socks, may travel in more than one parcel. You never pay anything extra when that happens. Each parcel follows the same transit range, so one box can arrive a day or two before the other. If only part of your order has arrived, wait for the rest to reach the end of the estimate before worrying, then email us with your order number and what you have received so far.
\nMost late parcels are simply slow. If your order has passed the 17-business-day mark and tracking has not moved, or tracking says delivered and there is no parcel, here is what to do:
\nWe will look into it with you and follow it up with the carrier. If a parcel is confirmed lost, we will make it right with you, either by remaking the order or by refunding it as set out in our Refund Policy. A parcel lost in transit is never your problem to solve alone.
\nIf a parcel arrives torn open, a shirt is marked or faulty, you received the wrong item, or the print differs from what you typed, email us and attach a photo of the item, the problem and the shipping label. Keep the packaging until we reply. These are our errors, so returning or replacing the item costs you nothing, and our Returns & Exchanges Policy explains the steps. Photos you email us are deleted 30 days after the related order is delivered.
\nOne honest note: we print exactly what is typed. If the name on the back matches what was entered on the product page, the print is correct even if the spelling was not. You can still return that shirt within 60 days like everything else we sell.
\nParcels to Canada, Australia and New Zealand cross a border, and each country applies its own rules. Import duties, taxes or handling charges, if any, depend on the destination country and the value of the parcel. Our prices are shown in US dollars and the shipping itself is free. If you have a specific question about an international delivery, email us before ordering and we will share what we know. Parcels within the United States do not pass through customs.
\nEmail support@backheel.shop with your order number in the subject line, for example “Order #1234 — delivery date”. We answer within 24 hours on business days. Support is by email only. You can also browse the Help Center, read the FAQs or follow our guide on how to submit a ticket so that your message has everything we need in one go.
\nBack Heel, 19 Leland Hill Road, Sutton, MA 01590, US · support@backheel.shop
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