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\nQuick answers to the questions Tee Willow customers ask most, grouped by topic. Every answer uses the same numbers as our policy pages, and each one links to the full policy if you want the detail. Cannot find your question? Email support@teewillow.com and a real person will reply within 1 business day.
\nNothing you buy from Tee Willow is pre-printed and waiting on a shelf. When you place an order, your chosen design is printed on the garment, size and colour you picked, then checked for placement, colour and the spelling of any personalized text. Printing takes 1–3 business days, then your order ships free with tracking. Print-to-order lets us offer many more designs, sizes and colours, and it means less unsold stock going to waste.
\nYou see a thank-you page with your order number straight after payment, and you receive an order confirmation email at the address you entered at checkout. If the email has not arrived within an hour, check your spam or promotions folder. If it is not there either, email us before ordering again, so you do not end up with two orders.
\nYes, within 24 hours of ordering, as long as printing has not started. Email support@teewillow.com with “Change” or “Cancel” and your order number in the subject line, and tell us exactly what to change: size, colour, design, personalization text or address. Once an item is printed, it can no longer be changed before shipping, but you can still return or exchange it within 60 days of delivery with free return postage. Full details are on Cancel or Change an Order.
\nAbsolutely, and group orders ship free like any other order. Collect everyone’s sizes first, add each person’s item as a separate line in the cart, and read the cart against your list before paying. Each piece is printed individually, so a large order may arrive in more than one parcel. If you are ordering for an event date, email us first with the date and country and we will suggest an order-by date.
\nEmail us within 24 hours with both order numbers and we cancel the duplicate in full before printing. If the duplicate has already been printed, accept the delivery and send it back within 60 days for a full refund; return postage is on us.
\nYes, within 24 hours of ordering and before printing starts. Email us with your order number and the design, garment, size and colour you want to add. If the addition changes the total, we tell you the difference and only charge once you agree. After printing starts, the easiest option is a separate new order; it still ships free.
\nNot at the moment. You can still ship directly to the recipient: enter their address as the shipping address and your own email at checkout, so the order and tracking emails come to you and the surprise stays a surprise.
\nWe deliver to the United States, Canada, Australia and New Zealand. Orders are printed and shipped from the USA. If you enter an address in another country, checkout will not offer a shipping method. See Shipping & Delivery for details.
\nShipping is free on every order to all four of our delivery countries. There is no minimum order value and no code to enter. A single tee ships free, and so does a box of matching hoodies.
\nPrinting takes 1–3 business days. Transit then usually takes 7–14 business days to the US, Canada, Australia or New Zealand. In total, plan on about 8–17 business days from order to doorstep. Business days are Monday to Friday, excluding US public holidays, and carrier delays around major holidays can add a few days.
\nCount 3 business days for printing plus 14 business days for transit, then add a few days of margin for weekends and holidays. For Halloween, ordering in late September is comfortable. For Christmas, we recommend ordering by mid-November, especially for Canada, Australia and New Zealand. If you tell us the date and the delivery country before you order, we will give you an honest answer.
\nWhen your order ships, we email you a tracking number and link. The first scan can take 24 to 48 hours to appear. You can also check status on our Order Tracking page with your order number and checkout email.
\nPossibly. Because orders ship from the USA, your country may charge import duties, taxes such as GST or HST, or handling fees depending on the order value and local rules. Those charges are set and collected by your country’s customs authority or the carrier, not by Tee Willow, and they are not included in our prices. Check your country’s thresholds if you are placing a large group order.
\nParcels sometimes sit in a sorting centre without a scan and then move again. If tracking has not updated for 7 business days, or the parcel has not arrived 7 business days after the latest estimated delivery date, email us with your order number. We open a carrier investigation, and if the parcel is lost or not found within 5 business days, we send a free replacement or a full refund.
\nCheck around your property, with neighbours and building reception, and look for a carrier notice card; parcels are sometimes marked delivered slightly early. If it still has not appeared after one more business day, email us within 60 days of the delivery date and we will start a trace with the carrier.
\nWithin 24 hours of ordering and before printing, yes, free of charge. After the parcel ships, we can ask the carrier for a redirect, but the carrier decides whether that is possible. If a parcel comes back to us because of an address problem, we reship it as soon as you confirm the correct address.
\nIt depends on the carrier used for your parcel. If your address is a P.O. box, an APO/FPO address or a remote rural address, email us before ordering and we will check whether we can deliver to it.
\nNot always. Tees, sweatshirts and hoodies can be printed separately, so larger orders may ship in several parcels, each with its own tracking number. You never pay extra for a split shipment. If everything must arrive together for an event, tell us after ordering and we will try to send it as one shipment.
\nYou can return or exchange any item within 60 days of delivery, for any reason, including personalized items. We pay the return postage on every return, by prepaid label or by reimbursing your tracked postage. There are no restocking fees. The full process is on our Returns & Exchanges Policy page.
\nEmail us with your order number and the size you need. We send a prepaid return label within 1 business day. Your new size is printed fresh and shipped free, and we can start printing it as soon as your return shows its first tracking scan, so you do not have to wait for it to reach us.
\nWithin 7 days after we receive and approve your return. For a change-of-mind return, approval happens when the item arrives and has been checked, which we do within 2 business days of arrival. For damaged, misprinted, wrong or lost items, approval usually happens when we review your photos or the carrier’s answer, so those refunds are faster. See our Refund Policy.
\nSend us photos of the whole garment, the problem and the shipping label within 60 days of delivery. Smudges, cracks on arrival, clearly crooked prints, wrong colours and personalization text printed differently from what you entered all count as defects. You choose a free reprint or a full refund, and in most cases you do not need to send the item back.
\nYes. Personalized items are covered by the same 60-day, any-reason return policy with free return postage. If the text was printed differently from what you entered, that is our error and you get a free corrected reprint or a full refund. If you spot your own typo, email us within 24 hours of ordering so we can fix it before printing.
\nYes. The recipient can contact us with the order number, or with the buyer’s name and the delivery address, and we arrange the exchange directly with them. We never reveal what the buyer paid. Refunds for returned gifts go back to the person who paid unless they ask for store credit to be given to the recipient.
\nNo. Return postage is on us for every return, including change-of-mind returns and size exchanges. We send a prepaid label, or, if a label cannot be issued for your address, we reimburse the cost of a tracked return when you send us the receipt.
\nYes. Each item can be returned or exchanged on its own within 60 days of its delivery. The rest of the set stays with you, and nothing else in the order is affected.
\nYes, if you prefer. Ask for store credit when you contact us and we email a store-credit code for the approved amount as soon as your return is approved. A refund to your original payment method is always the default.
\nMost designs are offered in adult unisex sizes S, M, L, XL, 2XL, 3XL, 4XL and 5XL. The exact sizes available for each design and garment are shown on its product page. Our Size Guide explains how to measure a shirt you already own and choose the right size.
\nOur tees, sweatshirts and hoodies are unisex cuts. Many women choose one size smaller than their usual women’s top size, and many men stay in their usual size. Sweatshirts and hoodies are cut roomier than tees. If you are between two sizes, choose the larger one for a relaxed fit or the smaller one for a closer fit, and remember that size exchanges are free within 60 days.
\nColours vary by design and garment and are shown as swatches on each product page; common options include Black, White, Sport Grey, Navy, Forest Green, Maroon, Sand, Light Pink, Royal Blue and Red. Screens differ, so a colour can look slightly different in person. If a colour arrives clearly different from the swatch, contact us and we will fix it.
\nTurn it inside out, wash in cold water on a gentle cycle with similar colours, skip bleach and fabric softener, and tumble dry on low or hang to dry. Never iron directly over the print. These steps keep prints bright and soft for many washes.
\nSome product images are digital previews that show how the design sits on the garment, and some are photographs. Either way, they show the design, garment type and colour you are buying. Print placement can vary slightly from piece to piece, which is normal for printed apparel.
\nOn personalized products, the product page shows the fields to fill in, such as a name, title, year or pet name. Type the text exactly as you want it printed; we print it character for character, including capital letters and spaces. Check the spelling twice before adding to cart.
\nNo. We cannot print trademarks, licensed characters, team crests, band artwork or celebrity names and likenesses, because they belong to other people. If an order includes text like that, we contact you and refund it in full. See our Intellectual Property Policy.
\nThe product page shows how the design looks, and your text appears in the cart and confirmation email exactly as it will be printed. We do not send separate proofs, because that would delay printing for everyone. If you want to change anything after reading the confirmation, email us within 24 hours of ordering, before printing starts.
\nVery long names can be hard to read once printed, especially on smaller designs. If a name is long, consider a nickname or initials, or email us before ordering with the name and the product link, and we will tell you how it will look on that design.
\nThe payment options available for your order are shown on the checkout page before you pay. We only show options that are switched on and working, so the checkout list is always the one to rely on. We never accept payment by email, bank transfer or gift card outside checkout. See Payment Methods.
\nAll prices and charges are in US dollars. If your card uses another currency, your bank converts the amount and may add a foreign transaction fee; that is set by your bank, not by us.
\nWhen you place your order. Because every item is printed for you, nothing is printed until the payment succeeds. If you cancel within 24 hours, before printing, you receive a full refund within 7 days of our confirmation.
\nAny sales tax that applies to your order is calculated from your shipping address and shown at checkout before you pay. Import charges for Canada, Australia and New Zealand, if any, are separate and are collected by your country on delivery.
\nNo. You can check out as a guest. An account simply lets you see your order history and save addresses for next time.
\nNo. We do not sell personal information, do not share it for targeted advertising, and do not use advertising cookies. We share only what our service providers need to print, ship and process your order. Read our Privacy Policy for details, including how to ask for a copy of your data or to have it deleted.
\nEmail support@teewillow.com or use our Submit a Ticket page. We reply within 1 business day. Include your order number for the fastest help. Our full contact details are on Contact Us.
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