Support response targets & escalation

What to expect

• Support hours: Monday–Friday, 9 AM–6 PM EST
• First reply target: typically within 6 business hours
• Update cadence: at least every business day until resolved

Priority guidance (examples)

• Urgent: Wrong address right after purchase, delivery needed before a specific game date, or damaged/incorrect item within 7 days of delivery
• Standard: General sizing questions, product availability, promo code issues

How to escalate

• Reply to your existing ticket with the word “ESCALATE” and include:
  • Why it’s urgent (e.g., game date, travel)
  • Order number
  • Most helpful photos/details
• Or email [e-mail] with subject “ESCALATE – [Order #]”

Tips for faster resolution

• Add clear photos (labels, packaging, item)
• Include team, size, and cut (Authentic/Replica/Fan)
• Provide your shipping address and phone for carrier follow-up