Submit Ticket
Last updated:
A support ticket is simply an email to our team that starts with the right subject line, so it reaches the right person and nothing gets lost. Choose the topic below that matches your question: each link opens a new email to [email protected] with the subject already filled in. Add your details using the checklist on this page, press send, and a real person at Honeyshirt will reply within 1 business day.
Tickets at a glance
- Where tickets go: [email protected].
- Response time: within 1 business day, Monday to Friday, excluding US public holidays.
- Most important detail: your order number, if your question is about an order.
- Photos: attach them for misprints, damage, wrong items or sizing questions.
- Never send: card numbers, security codes, one-time passcodes or passwords.
1. Choose your ticket topic
| Topic | Open a ticket | Include |
|---|---|---|
| Where is my order? | Order status ticket | Order number, shipping ZIP or postal code |
| Change or cancel an order | Change or cancel ticket | Order number and exactly what to change |
| Return or exchange | Return or exchange ticket | Order number, item, reason, new size if exchanging |
| Misprint, damage or wrong item | Problem report ticket | Order number and photos of the tee, problem and size label |
| Refund question | Refund ticket | Order number and date of approval if you have it |
| Sizing advice before ordering | Sizing ticket | Flat-lay measurements of a tee you like and the design |
| Personalization or custom photo | Personalization ticket | The design, the text or photo, and your deadline |
| Group or bulk order | Group order ticket | Number of tees, sizes, design and event date |
| Payment or checkout problem | Payment ticket | What happened and any error message; no card details |
| Privacy request | Privacy ticket | What you want us to do with your data |
| Copyright or IP concern | IP ticket | The URLs concerned and the right involved |
| Anything else | General ticket | Your question in as much detail as you like |
If a link does not open an email app on your device, copy the address [email protected] into your usual email service and type the topic name as the subject line.
2. What to put in your ticket
- Your name as it appears on the order.
- Your order number, found in the confirmation email. Add it after the colon in the subject line.
- The email address used at checkout, if you are writing from a different address.
- What happened and what you would like, for example “The L is too tight across the chest; I would like an XL instead.”
- Photos where relevant. For print problems, include one photo of the whole tee laid flat in daylight, one close-up of the issue and one of the size label. For damage in transit, add a photo of the packaging and shipping label.
- Your deadline, if the tee is for a specific event, so we can prioritise.
One ticket per order keeps everything in one thread. If you have several separate questions about the same order, put them all in one email.
3. What happens after you send a ticket
| Stage | Timing | What you can expect |
|---|---|---|
| Ticket received | Immediately | Your email reaches our support inbox. |
| First reply | Within 1 business day | A personal answer, a request for anything missing, or the next steps. |
| Resolution | Depends on the topic | For example a return authorization, a replacement order, a refund confirmation or a carrier investigation. |
| Follow-up | Until it is solved | We keep the thread open and update you, for instance when a carrier investigation finishes. |
Please reply in the same email thread rather than starting a new one; that way the person helping you can see the whole history.
4. Typical outcomes by ticket type
Order status
We check where the order is in printing or transit and send you the current status and tracking link. If tracking has not moved for 7 business days, we open a carrier investigation; if the parcel is not found within 5 business days, you choose a replacement or a full refund. See Order Tracking.
Change or cancel
Within 24 hours of ordering and before shipping, changes and cancellations are free and confirmed in writing. After that, we tell you what is still possible. See Cancel or Change an Order.
Return or exchange
We send a return authorization with the address and instructions. You have 14 days from approval to post the item, and we inspect it within 2 business days of arrival. See our Returns & Exchanges Policy.
Misprint, damage or wrong item
Once we see your photos, we arrange a free replacement or a full refund, usually without needing the tee back. Reports are accepted for 60 days from delivery.
Refund question
We confirm the approval date and transaction reference. Approved refunds reach your original payment method within 7 calendar days. See our Refund Policy.
Sizing advice
Send the flat-lay chest width and body length of a tee you like, and we compare it with the measurements in our Size Guide and suggest a size.
5. Example tickets that get solved fast
A size exchange
Subject: “Return or exchange – order number: 10452”. Body: “Hi, I ordered the Game Day tee in L for my husband. It fits in length but is tight across the chest; his favourite shirt measures 23 inches flat. Could we exchange it for an XL? He has only tried it on.” This tells us the order, the item, the reason, the size wanted and the condition, so we can approve it in one reply.
A print problem
Subject: “Problem with my tee – order number: 10467”. Body: “The back print on the black tee has a smudge across the name. Photos attached: full tee, close-up, size label.” With those three photos we can usually approve a free reprint immediately, without asking you to send the tee back.
A deadline question before ordering
Subject: “Personalization question”. Body: “I’d like the custom photo tee with my dog’s photo for my mum’s birthday on the 21st, shipping to Auckland, New Zealand. Is there enough time if I order today?” We reply with an honest view based on our 1–3 business days of processing and the 3–7 business day transit estimate, and point out that New Zealand parcels clear customs on the way.
6. Taking photos that show the problem clearly
Good photos are the fastest route to a replacement or refund for misprints and damage. A few tips make a big difference:
- Lay the tee flat on a plain surface, such as a bed or table, and smooth it out without stretching the print.
- Use daylight from a window rather than a flash, which can hide fading or make colours look different.
- Take one photo of the whole tee, then one close-up of the problem from about a hand’s width away.
- Photograph the size label inside the collar, so we can confirm the size and garment.
- For transit damage, photograph the outer packaging and the shipping label before throwing anything away.
- For a colour that seems wrong, take a photo of the tee next to the product page open on your phone or screen.
7. If you do not hear back
We reply to every ticket within 1 business day. If you have not received an answer by then, check your spam, junk and promotions folders first, since replies occasionally land there. Then send a short follow-up in the same thread, or write again from a different email address in case your provider blocked our reply. Including your order number in the subject line helps us find the original ticket quickly.
8. Tickets for group orders and events
Group orders deserve a little extra planning. In your ticket, list each shirt as a line, for example “Uncle Joe, 2XL, back name JOE”, and tell us the event date and delivery address. We confirm the plan, point out any size that looks unusual compared with the others, and tell you whether the timing works with our printing and delivery estimates. If one person’s size changes later, reply in the same thread within 24 hours of ordering and we update that line before printing. Keeping every change in one thread means nothing is printed from an outdated list.
Event organisers often ask whether every shirt will arrive in one box. Usually yes, but large orders can occasionally ship in more than one parcel so the first shirts are not held back; each parcel has its own tracking number and split shipping never costs extra.
9. Keep your information safe
We will never ask you to send a full card number, security code, one-time passcode, bank login or account password in a ticket, and you should never include them, even if you are writing to us. If a message claiming to be from Honeyshirt asks for any of these, it is not from us: do not reply or click links, and forward it to [email protected]. Tickets are handled under our Privacy Policy, and photos you send are used only to resolve your request.
If you accidentally sent sensitive details in a ticket, tell us in a reply and we will delete that message from our inbox. You should also contact your bank, because card details sent by email can no longer be considered private.
10. Ticket etiquette that speeds things up
- Write the order number in the subject line, not only in the body.
- Attach photos as regular image attachments rather than links to cloud folders.
- If you are asking about a gift, tell us whether you are the buyer or the recipient.
- Check your spam folder for our reply, and add [email protected] to your contacts.
- Send one email and wait for our reply; multiple tickets about the same issue can slow things down.
11. Business hours and holidays
Our support team answers tickets Monday to Friday. Tickets sent on a weekend or US public holiday are answered on the next business day. During peak gift seasons we keep the 1-business-day reply time, but delivery-related answers can depend on information from carriers, which sometimes takes longer.
12. Before you open a ticket
Many answers are only a click away. The FAQs cover shipping times, returns, sizing and payments. The Help Center walks through every common task step by step. Our Shipping & Delivery page explains timing and customs. If none of these answers your question, open a ticket above; we are always glad to help.
13. Other ways to reach us
You can also write to us at Honeyshirt, 231 Oxford Ave, Sugar Grove, IL 60554, United States, but email is much faster for anything about an order. All contact options are listed on Contact Us.