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\nWhether you are checking on a crew order before a tournament, swapping a hoodie for a smaller size or wondering whether a design comes in Forest Green, we are glad to help. Field and Reel is a small online shop, and every message is read and answered by a person. This page tells you how to reach us, how quickly we reply, what to include so we can help on the first try, and where to find instant answers for the most common questions.
\nEmail is the quickest and most reliable way to get help. Write to support@fieldandreel.com from the email address you used at checkout if you can; it lets us find your order straight away and confirm that the request comes from you. We reply within 1 business day. Messages sent on a Friday evening or over a weekend are answered on the next business day, and during busy seasons such as the weeks before Father’s Day or the December holidays we still aim for the same reply time, although it may arrive later in the day.
\nIf you prefer a structured form of contact, our Submit a Ticket page offers a button for each topic, which opens an email with the right subject line already filled in. That helps us route your message to the right place, especially for returns and damaged items.
\nWe do not offer phone or live chat support at the moment. Keeping support in writing means you have a record of every answer, and we can attach photos, tracking links and order details to our replies.
\nA complete first message almost always means a faster solution. Depending on your question, please include:
\nPlease never send card numbers, card security codes, bank passwords or account passwords. We will never ask for them, and if you send them by mistake we will delete the message and ask you to resend it without them.
\nMany questions are already answered on our policy and help pages. This table points you to the right place, and every page ends with a way to contact us if you still need help.
\n| Your question | \nBest page | \nEmail subject if you still need us | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nOrder status #[order number] | \n
| How long will delivery take to my country? | \nShipping & Delivery | \nShipping question | \n
| Can I change the size, text or address? | \nCancel or Change an Order | \nChange order #[order number] | \n
| How do I return or exchange an item? | \nReturns & Exchanges Policy | \nReturn or exchange #[order number] | \n
| When will I get my money back? | \nRefund Policy | \nRefund #[order number] | \n
| Which size should I order? | \nSize Guide | \nSizing question | \n
| How do I pay, and why was my payment declined? | \nPayment Methods | \nPayment question | \n
| Quick answers about anything | \nFAQs and Help Center | \nGeneral question | \n
| Copyright or trademark concerns | \nDMCA and Intellectual Property Policy | \nDMCA notice or IP concern | \n
| Privacy and your data | \nPrivacy Policy | \nPrivacy request | \n
| Topic | \nFirst reply | \nTypical next step | \n
|---|---|---|
| Change or cancel within 12 hours | \nWithin 1 business day; urgent requests are checked first | \nEmail confirming the change, or that printing had already started | \n
| Damaged, misprinted or wrong item | \nWithin 1 business day | \nPhoto review, then a free reprint or a refund received within 7 calendar days of approval | \n
| Change-of-mind return or exchange | \nWithin 1 business day | \nReturn authorization with the address to send the item to within 14 days | \n
| Parcel late or lost | \nWithin 1 business day | \nCarrier investigation of up to 5 business days, then a replacement or refund | \n
| Sizing or product question | \nWithin 1 business day | \nA recommendation based on your measurements | \n
Every reply comes from support@fieldandreel.com. If you have not heard from us within 1 business day, check your spam, junk or promotions folder, and add our address to your contacts so that order and shipping emails reach you too.
\nWe answer messages in the order they arrive, using US Eastern business days. If you write from Australia or New Zealand, our reply will often arrive overnight your time. To save a round trip across time zones, put everything in your first message: order number, photos, what you would like us to do and the address if anything needs to be reshipped. For questions about import charges, include a photo of the carrier’s notice; we cannot pay duties on your behalf, but we can explain what the charge is and, for returns, provide a written confirmation that may help you reclaim it.
\nIf you have trouble reading a page, using the menus or completing checkout, for example because you use a screen reader or keyboard navigation, email us and describe the problem. We will help you place your order step by step by email, and we will work on fixing whatever got in your way. Asking for help this way never costs extra.
\nWe are happy to help before you buy. Common pre-order questions include whether a design is offered on a particular garment or colour, how a hoodie fits compared with a tee, whether an order can arrive before a specific date and how to set up a personalized group order. For timing questions, tell us the delivery country and the date you need the items by, and we will give you an honest estimate based on our printing time of 2–5 business days and the carrier’s usual transit time. For sizing, tell us the chest width and length of a shirt that fits you well, measured flat, and the style you are considering; our Size Guide explains how to measure.
\nFor anything about an order you have already placed, start with your order number. If you need to change something, contact us immediately: changes and cancellations are possible within 12 hours of ordering, as long as printing has not started. If the order has been delivered and something is wrong, you have 60 days from delivery to tell us. Damaged, defective, misprinted or wrong items are put right at no cost, usually without sending anything back, and approved refunds are received on your original payment method within 7 calendar days.
\nIf you are organising shirts for a fishing club, tournament team, hunting camp or family trip, write to us before ordering if you have questions. Useful details to include are the number of shirts, the design, the garment styles and colours, the list of names if they are personalized, the delivery country and the date of the event. We do not offer wholesale pricing or resale licences, but we can help you plan a group order so that it is printed together and arrives on time.
\nWriters, clubs and event organisers who would like to mention us, use one of our images or ask about a collaboration are welcome to email us with the subject “Permission request” or “Partnership”. Please explain who you are and what you have in mind. We do not pay for reviews, and we do not offer free products in exchange for positive coverage.
\nField and Reel is operated under the trade name Fieldandreel. Our correspondence address is 6910 Scholl Road, Franklin, OH 45005, United States, and our email address is support@fieldandreel.com. Orders are printed and shipped by our print partner in the USA, so returns must not be sent to the correspondence address unless we give you that address in a return authorization. Sending a return without an authorization can delay your exchange or refund by weeks.
\nWe only contact customers from our own domain, fieldandreel.com. We never ask for card details, passwords or one-time security codes, and we never ask you to pay outside the checkout. If you receive a message claiming to be from Field and Reel that does any of these things, do not reply or click its links; forward it to us so that we can warn other customers.
\nIf our first reply does not solve your problem, just reply to the same email and say so. A second person will review the case. We would much rather hear about a problem and fix it than have you leave unhappy. You can also read how disputes are handled in our Terms of Service.
\nEach of these messages names the order, the item and the outcome the customer wants, so we can act on it in our first reply instead of asking follow-up questions. You do not need to write formally or at length: a few clear lines and a photo, if something is damaged, are all it takes. If you are not sure which topic your question belongs to, just write anyway. We would rather sort out a message that lands in the wrong place than have you wonder whether you are allowed to ask.
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