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Opening a support ticket with Tee Willow takes less than a minute. Choose the topic below that matches your question and select its email link. Your email app opens a message to support@teewillow.com with the right subject line already filled in, so your ticket goes straight to the right place. Add the details listed for that topic, attach any photos, and send. A real person replies within 1 business day, Monday to Friday, excluding US public holidays.
If the links do not open an email app on your device, simply write to support@teewillow.com from any email account and copy the subject line shown in brackets for your topic.
Choose your topic
1. Change or cancel an order
Open a change or cancel ticket (subject: “Change or cancel order”).
Use this for a wrong size, colour, design or garment, a personalization typo, an address correction or a cancellation. Changes are possible within 24 hours of ordering, before printing starts, so send this ticket as soon as you notice. Please include:
- your order number and the email address used at checkout;
- exactly what should change, for example “Line 3: hoodie size M to L” or “Name on Grandpa tee: Rodger to Roger”;
- for an address change, the full new address including apartment or unit number.
We confirm every change in writing. A change is only final once you receive our confirmation. More detail: Cancel or Change an Order.
2. Where is my order?
Open a delivery ticket (subject: “Where is my order”).
Before opening this ticket, try the lookup form on Order Tracking and your carrier’s tracking link. Contact us if tracking has not updated for 7 business days, if your parcel is 7 business days past its latest estimated delivery date, if the carrier shows a delivery exception, or if tracking says delivered but you cannot find it after checking around. Please include:
- your order number and tracking number;
- the delivery country and postal code;
- what the latest tracking update says, and its date.
3. Damaged, misprinted or wrong item
Open an item problem ticket (subject: “Problem with my item”).
For smudged, cracked, faded or crooked prints, damaged fabric or seams, a colour or size different from what you ordered, or personalization text printed differently from what you entered. You have 60 days from delivery to tell us. Please include:
- your order number;
- a photo of the whole garment, a close-up of the problem and a photo of the shipping label;
- whether you would prefer a free reprint or a full refund.
In most cases you will not need to send the item back. See our Refund Policy for what you receive.
4. Return or exchange
Open a return or exchange ticket (subject: “Return or exchange”).
For a size that does not fit, a design you changed your mind about or a gift that needs swapping, within 60 days of delivery. Return postage is free. Please include:
- your order number, or for a gift, the buyer’s name and the delivery address;
- which items are coming back and why;
- whether you want an exchange (and the new size or colour), a refund or store credit;
- whether you would like an early exchange, where we start printing your replacement as soon as the return is scanned.
We reply with your return authorization and a prepaid label or reimbursement instructions. Full process: Returns & Exchanges Policy.
5. Refund question
Open a refund ticket (subject: “Refund question”).
For a refund you are waiting for, an amount you did not expect or a question about store credit. Refunds reach your original payment method within 7 days after approval. Please include your order number, the date you were told the refund was approved and the amount you expected.
6. Payment problem
Open a payment ticket (subject: “Payment problem”).
For a declined payment, a possible duplicate charge or a charge you do not recognise. Please include the date, the amount and the last four digits of the card. Never send the full card number, security code or any password. More detail: Payment Methods.
7. Sizing or product question before ordering
Open a product question ticket (subject: “Question before ordering”).
For help choosing sizes for a group, checking how a name will look on a design, or asking whether a design comes in another garment or colour. Include the product link and, for sizing, the measurements of a garment the wearer already likes. The Size Guide explains how to measure.
8. Event or group order planning
Open an event planning ticket (subject: “Event order planning”).
For reunions, trips, birthdays, classroom or club orders. Tell us the event date, the delivery country, roughly how many pieces and whether they will be personalized. We reply with an order-by date and tips for collecting sizes and names.
9. Privacy request
Open a privacy ticket (subject: “Privacy request”).
To ask for a copy of your data, a correction, deletion or an opt-out record. Write from the email address linked to your order or account. We may ask you to confirm a detail from an order before we act. See our Privacy Policy.
10. Copyright or intellectual property concern
Open a copyright ticket (subject: “Copyright notice”) or an IP concern ticket (subject: “IP concern”).
Please follow the requirements on our DMCA page or Intellectual Property Policy so we can review your notice quickly.
11. Anything else
Open a general ticket (subject: “General question”). Feedback about the website, design suggestions, accessibility problems and press enquiries are all welcome here.
What happens after you send a ticket
- It arrives in our support inbox and is matched to your order using the order number or your email address.
- A person reads it, checks your order, tracking and any photos, and works out the answer.
- You get a reply within 1 business day with an answer, a decision or a clear next step. If we need anything else, we tell you exactly what.
- We confirm each action in writing: changes, cancellations, return authorizations, reprints and refunds.
- Your ticket stays open until the issue is resolved. Reply to the same email thread to add information, so the whole history stays together.
If you have not received a reply after 1 business day, check your spam and promotions folders for a message from support@teewillow.com, then send a short follow-up with “Second message” at the start of the subject line.
Response times by topic
| Topic | First reply | Time limit on your side |
|---|---|---|
| Change or cancel an order | Within 1 business day, and checked first | Within 24 hours of ordering, before printing |
| Where is my order | Within 1 business day | After 7 business days without a tracking update or past the latest estimate |
| Damaged, misprinted or wrong item | Within 1 business day | Within 60 days of delivery |
| Return or exchange | Within 1 business day | Within 60 days of delivery; post the item within 14 days of approval |
| Refund question | Within 1 business day | Refund due within 7 days of approval |
| Privacy request | Acknowledged within 1 business day | Completed within the time the law requires, and within 45 days |
| Copyright or IP concern | Acknowledged within 1 business day | Reviewed within 5 business days of a complete notice |
Example tickets that get solved in one reply
Size exchange
Subject: “Return or exchange”. Message: “Order 4821. The Forest Green hoodie in L is too big for my son. Could I exchange it for an M in the same colour? Happy to do an early exchange.” We reply with a prepaid label and a note that the M will be printed once the return is scanned.
Misprint
Subject: “Problem with my item”. Message: “Order 4822. The name on the Grandma sweatshirt reads ‘Rosie’ but I typed ‘Rose’ (screenshot of my confirmation attached, plus photos of the print and label). Please reprint.” We compare the photo with your order, approve a free reprint and confirm that you can keep or donate the misprinted piece.
Event timing
Subject: “Event order planning”. Message: “About 14 matching tees for a reunion in Brisbane on 20 March, personalized with first names. When should I order?” We reply with a recommended order-by date and a short checklist for collecting sizes and names.
Tickets from gift recipients
If you received a Tee Willow item as a gift, you can open a “Return or exchange” ticket yourself. Include the order number if the buyer shared it; if not, give us the buyer’s name and the delivery address and we will find the order. We handle the exchange with you directly and never share what the buyer paid. Refunds for gifts go back to the person who paid, unless they ask us to issue store credit to you instead.
Keep your ticket safe
- Never include card numbers, security codes, passwords or one-time codes in a ticket. We never need them.
- Only open tickets by emailing support@teewillow.com. We do not handle support through social media direct messages or third-party chat apps.
- If you receive a reply that asks for payment details or links to a site other than teewillow.com, it is not from us. Forward it to support@teewillow.com and do not click its links.
Tips for a fast resolution
- One topic per ticket helps us route it correctly; if you have two separate problems, two short emails are better than one long one.
- Photos taken in daylight, without a filter, make print problems much easier to see.
- For group orders, name the person and the size of the item you mean, for example “Aunt June’s 2XL sweatshirt”.
- Keep postal receipts and return tracking numbers until we confirm a return is complete.
Why we use email tickets
We handle support by email rather than live chat or phone because almost every Tee Willow question involves looking something up: an order line, a tracking history, a photo of a print. Email lets us check those properly and reply with exact details, and it leaves you with a written record of every change, return authorization and refund we confirm. It also means you can write whenever it suits you, even late at night after the kids are in bed, and pick up the conversation the next day without repeating yourself.
Prefer to read first?
Many questions are answered instantly in our FAQs and Help Center. Delivery times and customs information are on Shipping & Delivery, and our full contact details are on Contact Us.