Submit a Ticket
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A support ticket is simply an email to our team with the right subject line, so it lands in the right queue and gets answered quickly. Choose your topic below and click the link: your email app opens a new message to [email protected] with the subject already filled in. Add your order number and the details listed for that topic, attach photos if something is damaged, and send. A person on our team replies within 1 business day. If the links do not open your email app, copy the address and the subject line shown in the table into any email service.
Tickets at a glance
- How: click a topic link below, or email [email protected] with the subject shown.
- Reply time: within 1 business day, Monday to Friday, excluding US public holidays.
- Always include: your order number (if you have one) and what you would like us to do.
- Never include: card numbers, security codes, passwords or one-time codes.
- Urgent changes: orders can be changed within 12 hours of ordering, before printing starts. Use the “Change or cancel” topic.
1. Choose your topic
| Topic | Open a ticket | Include in your message |
|---|---|---|
| Change or cancel an order | Change or cancel | Order number and the exact change (item, size, colour, name text or address) |
| Where is my order? | Order status | Order number, tracking number, what tracking currently shows |
| Damaged, misprinted or wrong item | Damaged or wrong item | Order number, photos of the item, a close-up and the shipping label; reprint or refund |
| Return or exchange | Return or exchange | Order number, item, reason, and the new size or colour for an exchange |
| Refund question | Refund question | Order number and the date we confirmed the refund |
| Sizing or product question | Sizing or product | Product link, the style you are considering, measurements of a shirt that fits you |
| Group or tournament order | Group order | Number of shirts, design, delivery country and the event date |
| Payment question | Payment | Order number if any, date and amount; never card details |
| Privacy request | Privacy request | What you want: a copy, correction or deletion of your data |
| Copyright or trademark concern | IP concern | The items listed on our DMCA page |
| Anything else | General question | Your question, and an order number if it relates to an order |
2. What happens after you send a ticket
- We read it. Every ticket is read by a person, not a bot, in the order it arrives. Change and cancellation tickets are checked first because of the 12-hour window.
- We reply within 1 business day. The reply comes from [email protected]. If we need more information, such as a clearer photo, we ask for it in that first reply.
- We act. Depending on the topic, that means confirming a change, opening a carrier investigation, approving a reprint or refund, or sending return instructions.
- We confirm the outcome. You receive an email when the action is complete, for example when a refund is approved or a replacement ships with tracking.
Please reply in the same email thread rather than starting a new ticket for the same problem. Keeping the conversation together means anyone on our team can see the whole history and help you without asking the same questions twice.
3. How to take helpful photos
Photos are the fastest way to resolve damage, misprint and wrong-item tickets, and in most of those cases they mean you do not need to send anything back. Good photos are:
- One of the whole item, laid flat in good light, so we can see the design and the garment.
- One close-up of the problem: the smudge, crack, misprint, hole or chip.
- One of the shipping label on the mailer or box, which helps us trace the print batch and the carrier.
- For a wrong size, one of the size tag inside the garment.
- For personalization issues, a clear photo of the printed text, alongside the text you expected.
Daylight near a window works better than a flash. Please attach photos as images rather than links to cloud folders, which we may not be able to open.
4. Ticket time limits worth knowing
| Ticket type | Time limit | Full details |
|---|---|---|
| Change or cancel | Within 12 hours of ordering, before printing starts | Cancel or Change an Order |
| Damaged, defective, misprinted or wrong item | Within 60 days of delivery | Returns & Exchanges Policy |
| Return or exchange | Within 60 days of delivery; ship within 14 days of approval | Returns & Exchanges Policy |
| Late or lost parcel | After 7 business days without a tracking update | Shipping & Delivery |
| Refund not received | After 7 calendar days from refund approval | Refund Policy |
5. Keep your information safe
Email is not the place for sensitive details. Never send card numbers, card security codes, bank login details, account passwords or one-time verification codes in a ticket. We will never ask for them, and a message asking you for them is not from us. If you send such details by mistake, tell us and we will delete the message. For your own safety, only use the address [email protected]; we do not run support from personal email accounts or social media direct messages.
6. Tickets about someone else’s order
If you received a gift and something is wrong, you can open a ticket yourself. Include the order number if you have it, or the buyer’s name and the delivery address. Exchanges ship to you; refunds go to the buyer’s original payment method, and we let the buyer know by email. For privacy reasons, we cannot share the buyer’s payment details or other orders with you.
7. If you do not hear back
We reply within 1 business day. If you have not heard from us after that, check your spam, junk and promotions folders for a message from [email protected], and add the address to your contacts. If there is nothing there, send the ticket again and mention that it is a second attempt; occasionally an email provider blocks messages with large attachments, so try sending photos in a separate email if your first message had several large images.
8. Not sure which topic to choose?
Pick the one closest to what you want us to do, not the one closest to what went wrong. If a hoodie arrived with a misprint and you want the same design in a different size anyway, choose “Damaged or wrong item”, because a misprint is our responsibility and the replacement ships free. If a parcel arrived late but the shirt is fine and you no longer need it, choose “Return or exchange”. If several things are going on at once, such as a missing item in a group order and a name printed wrong on another, put both in one ticket under the more urgent topic and list each problem separately with the item it concerns. A wrong topic never slows us down for long; we move tickets to the right place, so do not let the choice stop you from writing.
9. What we may ask you to confirm
To protect your order, we only make changes, send refunds or share order details when we are confident the request comes from the customer. If you write from an email address that is different from the one used at checkout, we may ask you to confirm the billing name, the delivery postcode or the last four digits of the card used. We will never ask for a full card number, security code, password or one-time code. These checks take a moment and stop someone else from redirecting your parcel or cancelling your order.
10. Tickets in busy seasons
The weeks before Father’s Day, the opening of hunting seasons and the December holidays are our busiest. Ticket volumes rise, but our reply time stays within 1 business day, and change and cancellation tickets are still read first because the 12-hour window does not stretch. To keep your ticket moving, include everything in the first message, avoid sending the same ticket several times, and reply in the same thread if you need to add something. If you are writing about a gift that must arrive by a date, put the date in the subject line, for example “Order status: needed by Dec 20”, so we can prioritise accordingly.
11. Feedback and design suggestions
Not every ticket has to be about a problem. If you have an idea for a design, a species we have not covered, a garment colour you wish we offered, or feedback about our pages, use the “General question” link and tell us. We read every suggestion. We cannot reply individually to every idea with a decision, but suggestions that come up repeatedly shape what we design and improve next.
12. Tickets from Canada, Australia and New Zealand
We work on US Eastern business days, so a ticket sent from Sydney or Auckland in the evening often gets its reply overnight. To avoid a slow back-and-forth across time zones, send everything in one go: the order number, photos, the outcome you want and, if anything needs to be reshipped, the full delivery address. For questions about import charges, attach a photo of the carrier’s notice so we can explain what it is for.
13. Examples of complete tickets
- Subject: Change or cancel order. “Order 3051, placed 40 minutes ago. Please change the Forest Green Hoodie from XL to L. Nothing else changes.”
- Subject: Damaged or wrong item. “Order 3077. The Sand tee has a white line through the print. Photos of the shirt, the close-up and the label attached. A reprint would be great.”
- Subject: Order status. “Order 3102 to Victoria, Australia. Tracking 1234 has said in transit for 8 business days. Could you check with the carrier?”
- Subject: Group order question. “We need 10 personalized tees for a walleye tournament in Wisconsin on May 18. If we order on April 20, will they arrive?”
14. Other ways to find help
Many answers are available without waiting for a reply. Our Help Center sorts guides by topic, the FAQs answer the most common questions in a sentence or two, the Size Guide explains how to choose a size, and Order Tracking shows your order status any time. The Contact Us page lists our business details and what to include for each kind of question.
Whichever route you choose, you will get a real answer from a person who can see your order. Short, clear tickets with an order number and a photo are the quickest to solve, but there is no wrong way to ask for help. If you are unsure, just write and tell us what happened in your own words, and we will take it from there.