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Questions about a size, a name you want printed, a date you need to hit, or a parcel that seems to be taking the scenic route? Write to us. Every message to Tee Willow is read and answered by a real person, and we reply within 1 business day. This page explains the fastest way to reach us, what to include so we can help on the first reply, and where to find instant answers to the most common questions.
How to reach us
Email: support@teewillow.com
Support ticket: use our Submit a Ticket page, which opens a pre-addressed email with the right subject line for your topic.
Response time: within 1 business day, Monday to Friday, excluding US public holidays. Messages sent on a weekend are answered on the next business day.
Postal address: Tee Willow, 100 Pleasant Court, Newport News, VA 23602, United States. This is our business address for written correspondence and legal notices. It is not a shop or a returns counter, and returns should only be posted where your return authorization email tells you to send them.
We do not offer phone support at the moment. Email lets us look up your order, check photos and reply with exact details, and it gives you a written record of everything we agree.
Get a faster answer: what to include
A complete first message usually means a complete first reply. Please include:
- Your order number, which is in your confirmation email and starts with the # symbol.
- The email address you used at checkout, if you are writing from a different one.
- Which item you mean, especially for family or group orders with several similar shirts. The design name, garment type, size and colour are ideal.
- Photos for anything damaged, misprinted or different from what you ordered: one of the whole garment, one close-up of the problem and one of the shipping label.
- Your deadline, if you are ordering for an event. Tell us the date and the delivery country and we will tell you honestly whether it is realistic.
Please never send card numbers, security codes or passwords. We will never ask for them, and we do not need them to help you.
Which page answers which question
Many questions have an instant answer on one of our help pages. Here is where to look first.
| Your question | Best page | What you will find there |
|---|---|---|
| Where is my order? | Order Tracking | Look up your order, what each status means and when to contact us |
| How long will delivery take? | Shipping & Delivery | Printing and transit times for the US, Canada, Australia and New Zealand |
| I need to change or cancel my order | Cancel or Change an Order | The 24-hour window and how to ask |
| It does not fit, or I changed my mind | Returns & Exchanges | 60-day returns, free return postage, exchanges step by step |
| When will I get my money back? | Refund Policy | Refunds within 7 days of approval, and what counts as approval |
| Which size should I choose? | Size Guide | How to measure a shirt you own, fit notes for tees, sweatshirts and hoodies |
| How do I pay? | Payment Methods | Currency, when you are charged, declined payments |
| Everything else | FAQs and Help Center | Quick answers grouped by topic |
Topics we can help with by email
Before you order
Sizing for a group, whether a design comes in a particular garment or colour, how personalization text will look, whether an order can reach you by a certain date, and questions about delivery to your country. If you are building a big reunion or event order, tell us how many pieces and the event date and we will help you plan.
After you order
Correcting a name or size within 24 hours, changing the shipping address, checking on a parcel that has not moved, and arranging a return or exchange. For anything time-sensitive, put “Change” or “Cancel” and your order number in the subject line, and we will look at it first.
After delivery
Damaged or misprinted items, wrong items, size exchanges, returns and refunds, and care questions about keeping a print looking its best. Remember that you have 60 days from delivery for any return or exchange, and return postage is on us.
Business and legal matters
Copyright or trademark concerns go through our DMCA and Intellectual Property Policy pages. Privacy requests, such as asking for a copy of your data or asking us to delete it, are described in our Privacy Policy; use the subject line “Privacy request”.
What happens after you write
- Your email arrives in our support inbox and is matched to your order using the order number or email address.
- A person reads it and checks your order details, tracking and any photos.
- We reply within 1 business day with an answer, a decision or a clear next step. If we need something else from you, we say exactly what.
- For returns, exchanges, reprints and refunds, we confirm each step by email, so you always have a written record.
If you have not heard back within 1 business day, please check your spam or promotions folder for a reply from support@teewillow.com, then write again with “Second message” in the subject line.
Examples of messages that get solved in one reply
- “Order #1234: the hoodie for Mia should be one size smaller, can I change it from M to S? Ordered an hour ago.”
- “Order #1235: the Christmas sweatshirt arrived with a smudge on the tree (photos attached). Could you reprint it?”
- “Ordering 12 matching tees for a reunion in Ottawa on 14 June. If I order this week, will they arrive in time?”
- “Order #1236: tracking has not updated for 8 business days. Shipping to Christchurch, New Zealand.”
Our support standards
We want contacting us to feel like talking to a helpful neighbour, not a call centre. That means plain answers, no scripts, no pressure to keep an item you do not want, and no asking you to repeat yourself. If we make a mistake, we say so and fix it. If we cannot do something, we explain why and offer the best alternative we have.
When a problem was our fault, such as a misprint or a wrong colour, we fix it first and ask questions later. You will not be asked to prove the obvious, fill in long forms or post a damaged shirt across the country just so we can look at it, because a clear photo is enough in almost every case.
We also respect your time. We will not reply with a link to a policy and nothing else; if a policy answers your question, we quote the relevant part and apply it to your order.
Writing from Canada, Australia or New Zealand
We answer international customers in exactly the same way and within the same 1 business day, counted on US business days. Because of time zones, a message sent on a Monday evening in Sydney or Auckland arrives while it is still Monday morning or Sunday in the United States, so allow for the difference when you are waiting for a reply. When you write about delivery, include your city and postal code; transit times to remote areas, such as northern Canada, Western Australia or the South Island of New Zealand, can sit at the longer end of our 7–14 business day estimate.
If your question is about import duties or taxes, tell us the total value of your order and the country. We will explain what we know about how your parcel travels; the final decision on charges is always made by your country’s customs authority.
Planning help for reunions, events and groups
Ordering for a group is the moment when a quick email to us can save the most trouble. Send us the event date, the delivery address country, roughly how many people, and whether everyone will wear the same garment. We reply with a suggested order-by date, tips for collecting sizes, and anything to watch out for in personalized text. There is no charge for this and no obligation to order.
Feedback and design suggestions
Is there a hobby, breed, holiday or family role that you could not find? Tell us. Suggestions from customers help us decide what to design next. Please describe the idea in words rather than sending someone else’s artwork, and do not send copyrighted characters, team logos or brand names, because we cannot print those. We read every suggestion, even when we cannot reply to each one individually.
Feedback about the website is just as welcome. If a page was confusing, a link did not work, or something was hard to use on your phone, let us know which page and which device you were using.
Accessibility
We want everyone to be able to shop at Tee Willow. If you use a screen reader, keyboard navigation or other assistive technology and something on the site gets in your way, email us with the page address and a short description of the problem. We will help you complete your order by email in the meantime and work on fixing the issue.
Press, partnership and wholesale enquiries
Journalists, bloggers, schools, clubs and businesses are welcome to get in touch at the same address. Put “Press”, “Partnership” or “Wholesale” at the start of the subject line, describe what you have in mind, and include a website or social profile if you have one. We reply within 1 business day to say whether we can help. Please note that we cannot print other organisations’ logos or crests without written proof of permission.
How we look after your messages
Support emails and any photos you attach are used only to help with your request, and are kept for the period set out in our Privacy Policy. We never publish your messages or photos, and we never add you to a mailing list because you contacted us.
Watch out for impersonation
Genuine emails from us come from support@teewillow.com and only ever link to teewillow.com. We never ask for card details, passwords or one-time codes, never ask you to pay by gift card or bank transfer, and never send unexpected invoices. If you receive a message that claims to be from Tee Willow and looks suspicious, do not click its links; forward it to us and delete it.
Our business details
- Business name: Tee Willow
- Address: 100 Pleasant Court, Newport News, VA 23602, United States
- Email: support@teewillow.com
- Website: teewillow.com
- Delivery countries: United States, Canada, Australia and New Zealand
Ready to write? Email support@teewillow.com or open the Submit a Ticket page to choose a topic. You can also learn more about Tee Willow.