Help Center
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Start here
This page is the map of every help topic on Floodlit. Find the card that matches your problem, read the two-line summary, follow the link. If none of it fits, email support@floodlit.shop; we reply within 24 hours on business days.
- Order status: Order Tracking
- Sizes for the squad: Size Guide
- Wrong name typed: Cancel or Change an Order (within 24 hours)
- Send something back: Returns & Exchanges (60 days, free label)
Which situation are you in?
Captains tend to hit the same moments in a season. Pick the one closest to yours.
| Moment | What usually helps | Page |
|---|---|---|
| Team registered, first fixture in two weeks | Pick dark or light base, collect sizes, order early | Size Guide, Shipping |
| Order placed, spotted a typo | Email within 24 hours with the line and correction | Cancel or Change |
| Order placed, waiting | Check status with order number and email | Order Tracking |
| Shirts arrived, one does not fit | Request a return or size swap within 60 days | Returns & Exchanges |
| Return sent, waiting for money | Refund within 7 days of the return reaching us | Refund Policy |
| New player in week three | Order the same product and colourway with their name | Shop |
| League says you clash | Add a shirt from the other base range | Dark / Light |
Orders
Every order is prepared after you place it, with the colourway, size and any name or number you typed. Each player’s shirt is its own cart line; there is no minimum and no bundle. You get a confirmation email straight away and another email when the order ships.
- Placing a squad order: FAQs, Orders and personalisation
- Changing or cancelling within 24 hours: Cancel or Change an Order
- Checking status: Order Tracking
Personalisation in one paragraph
Name up to 12 letters, printed in capitals. Number 0 to 99. Team name on the front up to 14 characters, or a slot line under the number up to 10 characters, on the products built for it. We print exactly what you type and send no proof, so the live preview on the product page is the one to check. Your own words only: no real club, league, college, player, character or brand names.
Shipping
Free shipping, no minimum, to the United States, Canada, Australia and New Zealand. Orders ship from the USA after 1-3 business days of preparation and spend 7-14 business days in transit. We do not ship to other countries at the moment. Duties and taxes on international parcels depend on the destination country.
- Full details and country notes: Shipping & Delivery
- Late or stuck parcels: Order Tracking
Working back from kick-off
Take the date of your first game, subtract up to 17 business days (3 to prepare, 14 in transit at the slow end), and that is your safe order-by date. Shorter windows often work out, but we cannot promise the fast end of the range.
Returns
You have 60 days to return items. Email us first with your order number and the items; we reply with a return label and the postage is paid by us, including for a change of mind. Personalised items follow their own section of the policy, so read it before you send back a shirt with a name on it.
- How to start a return, exchanges and personalised items: Returns & Exchanges Policy
- Damaged, wrong or misprinted items: email photos and your order number to support@floodlit.shop
Refunds
Once your return reaches us, the refund goes back to your original payment method within 7 days. You can ask for store credit instead; store credit never expires. Cancellations made within the 24-hour window are refunded the same way.
- Timing, partial refunds and store credit: Refund Policy
Payments
The payment options for your order are the ones shown at checkout, and the Payment Methods page always matches what checkout offers. We do not collect sales tax at checkout. We never ask for card details by email; if someone does, forward it to us.
Ordering from Canada, Australia or New Zealand
The prices on the site are in US dollars, and shipping to all three countries is free with no minimum, same as within the US. Orders ship from the USA and take the same 1-3 business days to prepare and 7-14 business days in transit. Your card or payment provider converts the total to your currency at its own rate. Duties and taxes, if any, depend on your country’s rules and the order value; we do not collect them at checkout. Australian and New Zealand summer competitions often start in October or November, so order squad shirts for those well ahead of the first round.
Products and sizing
Every adult apparel item comes in S, M, L, XL, 2XL, 3XL, 4XL and 5XL at one price; socks, the kit bag and the beanie are one size. Jerseys are filed as dark base or light base so a squad can cover a dark-and-light league rule.
- Measuring and choosing sizes, plus a group-chat message to collect them: Size Guide
- Dark or light, keeper colours, the light switch: FAQs
- The ranges: Dark Base Jerseys, Light Base Jerseys, Keeper Tops, Squad Kit
Account and privacy
You can order with just an email address; an account keeps past orders together for next season’s reorder. We keep the data needed to make and deliver your order, delete customer photos 30 days after delivery, and answer data requests sent to support@floodlit.shop with the subject “Privacy request”.
- What we collect and why: Privacy Policy
- The rules of buying from us, governed by Louisiana law: Terms of Service
- Names, logos and designs: Intellectual Property Policy and DMCA
Quick answers
- How long does delivery take? 1-3 business days to prepare, then 7-14 business days in transit to the US, Canada, Australia or New Zealand. Shipping is free.
- Is the name and number extra? No, on standard jerseys and keeper tops both are optional and included. Every size costs the same too.
- Can I fix a typo after ordering? Yes, within 24 hours. Email the order number, the item and the correct text. After that the order may already be in production.
- Who pays for returns? We do. Request a return within 60 days and we send a free return label. The refund follows within 7 days of the return reaching us.
- Do the shirts glow under lights? No. The light switch on the site is a screen preview for comparing contrast. Printed colours are bright, not light-emitting.
More on the FAQs page.
Site trouble: the switch, the preview, the cart
The light switch does nothing
The switch changes the page between day and night and lights the drawn masts. If nothing happens, reload the page; if your device is set to reduce motion, the change is instant with no beam sweep, which is expected. The setting is remembered in your browser, so clearing site data puts you back in day view. None of this affects your cart or your order.
The name preview is not updating
The preview sits over the product picture and fills in as you type into the name and number fields. If it stays blank, check that you are typing into the field and not the quantity box, then reload. Whatever the preview shows, the text that gets printed is the text in the field when you add to cart, and it appears again in your cart and order email.
The add-to-cart button is greyed out
Pick both a colourway and a size first. On the custom products the required fields (team name, name, number or slot line) must also be filled in. The item will not go into the cart until every required field has a value.
No confirmation email
Check spam and promotions folders for a message from the store. If it is not there within an hour, email us from the address you used at checkout and we will confirm the order and resend the details.
Season calendar: when captains usually order
Weeknight leagues run short seasons, often around eight weeks, so orders bunch up before sign-ups close. These are the usual windows; your venue may differ.
| When | Where | What starts |
|---|---|---|
| January | United States, Canada | Winter indoor seasons |
| March to April | United States, Canada | Spring outdoor and turf sign-ups |
| June to July | United States | Summer weeknight leagues, evening kick-offs |
| September | United States, Canada | Fall seasons |
| October to November | Australia, New Zealand | Summer and twilight social competitions |
| Every 8 weeks or so | Year-round indoor venues | A new season and new sign-ups |
Order when your squad is confirmed rather than when the season starts; with 1-3 business days to prepare and 7-14 in transit, the week of the first fixture is too late for most addresses.
Words we use on this site
- Dark base: a jersey with a dark body and bright details. Wears against light-base teams.
- Light base: a jersey with a light or bright body and dark details. Wears against dark-base teams.
- Colourway: the colour combination of a design, named for the light and the hour, such as Sodium Amber, Late Slot Pink or Chalk Indigo. Never named after a club or city.
- Reads from the far goal: our shorthand for a colourway and number that keep their contrast at distance under lights.
- Slot line: a short line under the number on the fixture slot jersey, such as TUE 9:10.
- Rolling keeper: the small-sided habit of swapping who goes in goal; our short-sleeve keeper top is made for it.
- Squad of eight: five on the pitch and three rolling subs, the usual size of the teams we kit out.
A squad order checklist
If you are the one ordering for everyone, this list saves the most emails.
- Check your league’s shirt rule: one colour, numbers required, dark and light?
- Decide dark base or light base and pick one style for the squad.
- Paste the size message from the Size Guide into the group chat.
- Collect names (12 letters max) and numbers (0-99) in writing.
- Pick a keeper top if your league needs a keeper colour.
- Add each player as a separate cart line; read the preview for each name.
- Note your order number and set a reminder: 24 hours to change anything.
- Keep the shipping email; it has the tracking details.
Every support page in one list
- FAQs: short answers grouped by topic.
- Order Tracking: status lookup and what each status means.
- Shipping & Delivery: countries, times, costs, duties.
- Cancel or Change an Order: the 24-hour window.
- Refund Policy: how and when money comes back.
- Returns & Exchanges Policy: how to send items back or swap sizes.
- Size Guide: how to measure and choose S to 5XL.
- DMCA and Intellectual Property Policy: designs and rights.
- Contact Us and Submit Ticket: how to reach a person.
- About Us, Privacy Policy, Terms of Service, Payment Methods and the Sitemap.
Still stuck?
Email support@floodlit.shop with your order number if you have one, or open a support ticket for a ready-made subject line. Support is by email only and we reply within 24 hours on business days. Floodlit, 8428 Jeannette St, New Orleans, LA 70118, US.