Contact Us

Last updated: November 2, 2026

Why we help by email

A matching set usually involves more than one person, more than one size and, often, a name or a date that has to be exactly right. Those details are easy to lose in a phone call and easy to keep in writing. When you email us, you get an answer you can scroll back to, forward to your partner, or check again the night before you order.

Every message to [email protected] is read by a person who knows the products. We reply within 24 hours on business days. A message sent on a Saturday evening is answered within the next business day window, so for anything urgent, such as a typo in a personalized order, write as soon as you notice it.

Please note that the only way to reach us is email. If you see a phone number, chat window or social account claiming to be Kind Stitch, it is not ours.

What to include, by type of question

The fastest answers come from messages that already hold everything we need. Use the lists below as a checklist. You do not need every item every time; pick the ones that fit your question.

Before you order: sizes and fit

• The product name, or a copy of the page link.
• Who the pieces are for, for example “two adults and a toddler.”
• The size each person usually wears, and how they like their fit: close, regular or roomy.
• If you want, the flat measurements of a favorite hoodie or tee they already own. The Size Guide shows how to take them.

We do not publish a numeric size chart yet, but you can ask for the measurements of a specific size and product by email and we will share what we can confirm.

Before you order: personalization

• The product you are looking at.
• The exact text you plan to use, such as initials, names, a date or a family name with an “Est.” year.
• The garment color and the thread color you are considering: White, Black, Terracotta, Navy or Mustard.
• The position you prefer, left chest or center chest, if the product offers it.

We can help with things like turning a date into roman numerals (June 12, 2019 becomes XII.VI.MMXIX in day-month-year order) or whether a thread will stand out on a dark garment. We do not send proofs or mockups; the live preview on the product page shows how your text sits, and we embroider exactly what you type.

After you order: changes and cancellations

• Your order number from the confirmation email.
• The name and email used at checkout.
• Exactly what should change: “Est. 2061 should read Est. 2016,” or “second size should be M, not L.”

Changes and cancellations are possible within 24 hours of ordering. Put “Change” or “Cancel” and your order number at the start of your subject line so we see it first. The Cancel or Change an Order page explains what happens next.

Where is my order?

• Your order number.
• The date you ordered and the destination country.
• Any tracking number we emailed you, if you have one.

Before writing, try Order Tracking. Remember that orders take 1–3 business days to process and 7–14 business days in transit to the United States, Canada, Australia and New Zealand. When a tracking number is available, we email it.

Returns and exchanges

• Your order number.
• Which piece or pieces you want to send back, for example “only the Star half.”
• The reason, so we can help: too small, too big, changed your mind, something wrong with the item.
• If you want a different size or color instead, tell us which one.

You have 60 days from delivery to return any item, personalized pieces included. Change-of-mind returns get a free return label from us. Read the Returns & Exchanges page for the steps.

Refunds

• Your order number and the date you sent the return.
• Whether you prefer your original payment method or store credit.

We send refunds within 7 days of receiving your return. Store credit never expires. The Refund Policy has the details.

Something is wrong with an item

• Your order number.
• A short description of the problem, such as a wrong size, wrong color, or embroidery that does not match what you typed.
• Photos, if they help explain it.

We do not collect photos through any upload tool. If you email us a photo, we use it only for your request and delete it 30 days after delivery.

Payments and checkout

• What you saw at checkout, in your own words, or the wording of any error message.
• The device and browser you used, if checkout would not load.

The payment options available are shown at checkout. See Payment Methods for how payment works.

Copyright and intellectual property

If you believe something on our site uses your work without permission, please follow the steps on the DMCA page or the Intellectual Property Policy and email the notice to the address above.

What never to send us

Please keep some things out of your email, for your own safety:

• card numbers, security codes or bank details;
• passwords for your account or any other service;
• government ID numbers.

We will never ask for any of these by email. If a message claiming to be from Kind Stitch asks for them, do not reply; forward it to us instead.

Where to find answers on your own

Many questions already have a full answer on one of our pages. This table points you to the right one.

A few real situations

Ordering for a date

You want two crewnecks for a December anniversary dinner. Tell us the date you need them and the destination, and we will tell you honestly whether the timing works. Our estimate is processing of 1–3 business days plus 7–14 business days in transit, and we will not promise faster than that.

A gift to another address

You live in Texas and the family-name crewnecks are going to your parents in Ontario. Enter their address as the shipping address at checkout and your own email, so the updates come to you. If you have questions about import duties or taxes for a gift going outside the US, email us before you order and we will share what we know for that country.

One piece fits, one does not

The Moon hoodie is perfect, the Star hoodie is snug. Email us the order number and say which half you want to swap and the new size. You only return the piece that does not fit, within 60 days of delivery.

A bigger family order

Planning matching tees for a reunion with twelve people in eight sizes? Send us the list of sizes and any names before you order. We can help you check that every size you need is offered for that product and walk you through placing it. A typed list in the body of the email, one person per line with their size and any name, is the easiest format for both of us to check.

What happens after you write

1. Your message arrives. It lands in one shared inbox, so there is no need to send it twice or copy in other addresses.
2. We read it in order, with time-sensitive notes first. Subject lines that start with “Change” or “Cancel” are picked out early, because the 24-hour window matters for those.
3. We reply within 24 hours on business days. If we need one more detail, such as which half of a two-part set you mean, we ask in the same thread.
4. We confirm what we did. When we change an order, start a return or send a refund, we tell you by email so you have a written record.

Please keep replying in the same email thread for the same order. That way the whole story, from the first question to the last confirmation, stays in one place for both of us.

Subject lines that get you there faster

A clear subject line helps us route your note to the right step right away. These are the ones we suggest:

The order numbers above are only illustrations; use the number from your own confirmation email.

Writing from Canada, Australia or New Zealand

Our business days follow the US calendar, so a message sent on a Monday morning in Sydney or Wellington may arrive while it is still Sunday for us. That is fine. Your note waits at the top of the inbox, and the 24-hour reply window starts with our next business day. If your question is about a change or cancellation, mention the local time you placed the order; we count the 24-hour window from the order time shown in your confirmation email, not from the hour you write.

Customers in every one of our four countries get the same help, the same free shipping and the same 60-day returns. Write in whatever way feels natural; there is no form to fill and no account needed to ask a question.

Have not heard back?

If a business day has passed without a reply, a few quick checks usually solve it:

• Look in your spam, junk or promotions folder for a message from [email protected].
• Make sure the address you wrote to is spelled exactly as shown on this page.
• Add our address to your contacts so future replies and tracking emails reach your inbox.
• Still nothing? Reply to your original message rather than starting a new one, so we can find it in one step.

Business identity

Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US

Email: [email protected]

This is our business address for identification and legal notices. Kind Stitch sells online only, and returns should always start by email so that we can send you a free return label. For anything else, write to us and we will take it from there. You can learn more about what we make on the About Us page, or head back to the Shop to keep browsing.