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You placed an order, then remembered that your brother wears a 2XL, not an XL. Or you spotted a typo in Grandma’s name. Or you are moving next week. This page explains how to cancel a Tee Willow order or change it, how long you have, what we can still change once printing has started, and how quickly you are refunded when an order is cancelled.
Cancellations and changes at a glance
- Free cancellation or changes: within 24 hours of placing your order, as long as it has not been printed and shipped.
- Why the window is short: every item is printed for you, usually within 1–3 business days, and printed garments cannot be “un-printed”.
- After printing: you can still return or exchange the item within 60 days of delivery, with free return postage.
- Refund for a cancelled order: the full amount, within 7 days of our confirmation.
1. The 24-hour window, explained
Tee Willow is a print-to-order shop. When your order is confirmed, it joins the printing queue. To give everyone fast delivery, we start printing as soon as we can. That means the time in which we can still change or cancel an order is limited.
You can cancel or change your order free of charge within 24 hours of placing it, as long as printing has not started and it has not been handed to the carrier. Write to us as early as possible: a request sent ten minutes after ordering almost always succeeds, while a request sent at hour 23 may arrive after your shirts have already been printed.
If your request arrives after the 24 hours, we still check. If printing has not started yet, we usually make the change anyway. If it has, we explain your options, which always include a free return or exchange after delivery.
2. How to ask for a cancellation or change
- Email support@teewillow.com or submit a ticket with the subject “Cancel” or “Change” followed by your order number.
- Write from the email address you used at checkout, or include it in the message, so we can match the request to the order safely.
- Say exactly what you need: cancel the whole order, cancel one item, change a size or colour, correct personalization text or update the address.
- Wait for our confirmation email. Your request is final only once we confirm it in writing. We reply within 1 business day, and we look at cancel and change requests first.
Please do not place a second order to “replace” the first one without telling us. Two orders print as two orders, and untangling them takes longer than a quick email.
3. Changes we can make before printing
- Switch to a different size or colour of the same design.
- Swap one design for another, or one garment type for another, such as a tee for a hoodie.
- Add items to the order or remove items from it.
- Correct personalization text such as names, dates, pet names or titles.
- Correct or change the shipping address, within our four delivery countries.
If a change affects the price, for example moving from a tee to a hoodie, we tell you the difference before doing anything. We only charge more after you agree, and if the new total is lower, we refund the difference within 7 days.
Personalization text: please read it twice
We print personalized text exactly as you type it, including capital letters, spacing and punctuation. “Grandma Rose” and “Grandma rose” print differently. Before you pay, read each name aloud, check spellings with the person if you can, and make sure the right name is attached to the right size. If you notice a mistake afterwards, email us within 24 hours with the corrected text, quoting the old text and the new text exactly.
4. Worked examples
The reunion order with a typo
Lee ordered twelve personalized reunion tees at 9 pm. At 8 am the next morning, a cousin pointed out that one surname was misspelled. Lee emailed us with the order number, the incorrect spelling and the correct one. Printing had not started, so we updated the text and confirmed in writing before noon. Nothing else changed and no extra charge applied.
The size swap after printing
Priya asked to change a hoodie from L to XL on day two. By then the hoodie had already been printed. We explained that we could not change it before shipping, but that Priya could exchange it for free after delivery. Priya received the L, emailed us, and we sent a prepaid label and printed the XL as soon as the return was scanned.
The address that changed
Jordan realised six hours after ordering that the shipping address was an old apartment. We updated the address the same day, well inside the 24-hour window, before the order went to print.
5. If your order has already been printed or shipped
Once a garment is printed with your design, we can no longer cancel it before shipping, because it was made specifically for you. That does not leave you stuck. Accept the delivery and start a return or exchange within 60 days under our Returns & Exchanges Policy. Return postage is free, and you receive a full refund of the item price or a free exchange.
If only the address needs to change and the parcel has already shipped, we ask the carrier to redirect it. The carrier decides whether a redirect is possible. If the parcel comes back to us, we reship it free as soon as you confirm the right address.
6. Refunds for cancelled orders
When we confirm your cancellation, we refund everything you paid for the cancelled items to your original payment method, within 7 days of our confirmation. If you cancel only part of an order, we refund just those items and the rest of the order continues as normal. See our Refund Policy for details about how refunds appear on your statement.
7. Cancellations by Tee Willow
Very occasionally, we need to cancel an order ourselves. This can happen if a garment colour or size is discontinued by the blank supplier, if a price was displayed incorrectly because of an obvious error, if a payment cannot be verified, if the address is outside our delivery area, or if requested personalization text includes content we cannot print, such as a trademark or hateful wording. In each case we email you straight away, explain why, and refund the full amount within 7 days. Where it makes sense, we suggest an alternative first.
8. Timing table
| Order stage | Typical timing | Cancel? | Change size, colour, text or address? | Your option |
|---|---|---|---|---|
| Order placed, waiting to print | Within 24 hours of ordering | Yes, free | Yes, free | Email us right away |
| Printing started | Usually within 1–3 business days | No | No (address may still be possible) | Return or exchange after delivery |
| Shipped | After printing | No | Address redirect request only | Return or exchange within 60 days |
| Delivered | 7–14 business days after shipping | No | No | Return or exchange within 60 days, postage free |
9. Orders placed by mistake or twice
If you accidentally ordered twice, for example after a slow checkout page, email us within 24 hours with both order numbers and we cancel the duplicate in full. If a duplicate was already printed, we still accept it back as a free return after delivery, with a full refund once it arrives.
10. Gift orders and surprise changes
Surprise gifts are where changes happen most: a parent finds out a teenager has grown a size, or a friend moves house before their birthday. Tell us as soon as you know, and include both the old and new details so we change the right line of the order.
If you are sending a gift and the recipient’s size or address changes, the person who placed the order should contact us, because we can only change an order for the person who paid. The recipient can always arrange an exchange after delivery using the order number, and we never tell them what the gift cost. If the gift is no longer needed at all, the buyer can cancel within 24 hours or return it after delivery for a full refund.
11. Five checks that prevent most changes
Almost every change request we receive comes from one of five small oversights. A two-minute review before you press the order button saves you an email and protects your timeline for an event.
- Sizes for each person. For group orders, write a list of names and sizes first, then build the cart from the list. Our Size Guide explains how to measure a shirt someone already owns.
- Garment type. The same design can come as a tee, a crewneck sweatshirt or a hoodie. Check that the garment in the cart is the one you meant, especially when switching between product pages.
- Colour. Forest Green and Navy can look similar on a phone screen at night. Zoom into the colour swatch and read the colour name in the cart.
- Personalization text. Read names, dates and titles aloud. Check apostrophes and capital letters.
- Address. Include the apartment or unit number, and make sure the country, state or province and postal code match.
12. How we keep your requests safe
We only act on cancel and change requests that clearly come from the person who placed the order. If you write from a different email address than the one used at checkout, we may ask you to confirm a detail from the order, such as the billing postcode or the items ordered, before we change anything. We will never ask for your card number, security code or password, and you should never send them by email. This protects you from someone else redirecting your parcel or cancelling your order.
13. Holiday and event deadlines
In the weeks before Halloween, Thanksgiving and Christmas, a cancelled or changed order goes back into a busier printing queue. If you change an order close to an event date, the new estimate restarts from the moment we confirm the change: 1–3 business days for printing plus 7–14 business days for transit. If timing is tight, tell us the event date in your message and we will tell you honestly whether the changed order is likely to arrive in time before you decide.
A change is never charged as a “rush” fee. We do not sell paid express printing, so every order is printed in the same queue, in the order it was confirmed.
14. Contact us
Need to change something on an order you just placed? Email support@teewillow.com with your order number in the subject line. You can also check progress on Order Tracking, read our Shipping & Delivery policy or visit the Help Center.