Submit a Ticket
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Whether it is a name spelled wrong, a hoodie that fits one of you and not the other, or a parcel you are waiting on before a big day, the quickest way to sort it out is a clear ticket. At Kind Stitch, a ticket is simply an email to [email protected] with the right subject line. Pick the category below that matches your request, tap its button, and your email app opens with the subject already filled in. Add the details listed under that category and send. A real person reads every ticket and replies within 24 hours on business days.
Before you send a ticket
- Support is by email only: no phone, no chat and no social media inbox.
- We reply within 24 hours on business days.
- Changes and cancellations are possible within 24 hours of ordering, so send those tickets first and fast.
- Include your order number and send from the email address you used at checkout.
- Never send card numbers, bank details or passwords. We will never ask for them.
Choose your ticket category
Each category below opens a pre-addressed email. If your email app does not open when you tap the link, copy the address [email protected] and type the subject shown in quotation marks.
1. Change my order (typo, size, color or address)
Use this when you need to fix personalization, swap a size or color, or correct the shipping address. We embroider exactly what you type and do not send a proof, so this is the ticket that matters most. Send it within 24 hours of ordering. If “Est. 2016” went in as “Est. 2061”, or you chose a Youth M when you meant Youth S, we change it free of charge inside that window.
Include: your order number, which item needs changing (for example “the Star hoodie, second line”), what it says now, and exactly what it should say. Type the corrected text exactly as you want it stitched, including capitals and punctuation.
2. Cancel my order
You can cancel within 24 hours of ordering for a full refund. Tell us whether you want to cancel the whole order or only one item, such as one half of a pair. After 24 hours the order may already be in production, but you are still covered by our 60-day return window. See Cancel or Change an Order for the full rules.
Include: your order number and which items to cancel.
3. Where is my order?
Open a “Where is my order” ticket
Before you write, it helps to check the timeline: 1–3 business days to embroider and pack, then 7–14 business days in transit to the United States, Canada, Australia or New Zealand. You can also check the status yourself on Order Tracking. When a tracking number is available, we email it to you. If the expected window has passed, or the tracking has not moved for several days, open this ticket.
Include: your order number, the shipping address (city and country is enough if it matches the order), and the tracking number if you have one.
4. Return or exchange
Open a “Return request” ticket
Any item, personalized pieces included, can be returned within 60 days of delivery, and we provide a free return label even if you simply changed your mind. Typical reasons: a pair where one hoodie fits and the other does not, a Mama & Mini set where the mini has outgrown her size, or a color that looked different on screen. Our Returns & Exchanges Policy explains each step.
Include: your order number, the item or items you are returning, the reason, and whether you would like a different size, a refund to your original payment method, or store credit.
5. Refund question
Open a “Refund question” ticket
Refunds are sent within 7 days of receiving your return, to your original payment method or as store credit that never expires. Your bank or payment provider may take a little longer to show the money on your statement. The Refund Policy explains the timing.
Include: your order number, the date you sent the return, and the return tracking number if you have it.
6. Problem with an item I received
Open a “Problem with my item” ticket
Use this if an item arrived damaged, the embroidery does not match what you typed, a piece is missing from a set, or you received the wrong size or color. We are sorry it happened, and we want to make it right.
Include: your order number, a description of the problem, and a photo of the item and the label if you can. Photos you email us are used only for your ticket and are deleted 30 days after the order is delivered.
7. Question before ordering
Open a “Question before ordering” ticket
Not sure which thread color will show on a dark hoodie, whether a roman numeral date like XII.VI.MMXIX fits in a field, or which size to choose for a partner who is between two? Ask us. Our Size Guide and FAQs may answer it right away.
Include: a link to the product, the people you are ordering for, and your question. If timing matters, include the date you need it by and the destination country.
8. Gift order help
Sending a set to someone else, such as a grandparent in Canada or newlyweds in Australia? Write to us if you need to correct the recipient’s address within 24 hours, or if you have a question about a gift that has already shipped.
Include: your order number, the recipient’s name and the full shipping address.
9. Privacy request
Open a “Privacy request” ticket
Ask to see, correct or delete the personal information we hold about you. Our Privacy Policy explains your rights.
Include: the email address you used with us and what you would like us to do. Send it from that same email address so we can confirm it is you.
10. Copyright or intellectual property
For rights owners who believe something on our site infringes their rights. Copyright notices follow the steps on our DMCA page; trademark and other concerns follow our Intellectual Property Policy.
11. Something else
Open a “General question” ticket
Anything that does not fit the categories above: a website problem, a question about our policies, or a note you would like to share.
Which category should I choose?
| Your situation | Category | Time limit to know |
|---|---|---|
| Typo in a name or date you just ordered | Order change | Within 24 hours of ordering |
| Changed your mind before production | Cancel order | Within 24 hours of ordering |
| Parcel has not arrived in the expected window | Where is my order | After 1–3 business days of processing plus 7–14 business days of transit |
| One half of a pair does not fit | Return request | Within 60 days of delivery |
| Return sent, waiting for your money | Refund question | Refund sent within 7 days of us receiving the return |
| Embroidery differs from what you typed | Problem with my item | As soon as you notice |
| Deciding between two sizes | Question before ordering | Any time |
What to include in every ticket
- Order number. It is in your confirmation email and starts every conversation on the right foot.
- Your checkout email address. Sending from it lets us find your order straight away and confirms it is really you.
- One request per ticket. If you need to change a name and also ask about a different order, two tickets keep both on track.
- Exact text. For personalization changes, write the new text exactly as it should be stitched.
- Photos when something is wrong. A clear photo of the item helps us decide quickly.
- Your deadline. If you are planning around an anniversary, a wedding or a photo session, tell us the date.
What not to include
Please never email us card numbers, security codes, bank account details or passwords. We do not need them for any request, and we will never ask for them. Refunds go back through the payment provider, so no payment details are needed from you to receive one.
Two example tickets
Not sure how much detail is enough? Here are two tickets that we could act on in a single reply.
Example: a typo caught in time
Subject: Order change. “Hi, this is order 1048, placed this morning. On the family crewneck for my husband the text reads The Parkers Est. 2061. It should read The Parkers Est. 2016. Everything else is correct. Thank you, Dana.” That message names the order, the item, the current text and the corrected text, and it arrived inside the 24-hour window, so the fix is free and quick.
Example: one half of a pair does not fit
Subject: Return request. “Hello, order 1102 arrived last week. Maya’s Moon hoodie in L fits well, but Jordan’s Star hoodie in S is too snug. We would like to exchange the Star hoodie for an M with the same name and thread color. Photo of the size label attached.” That message tells us which piece is coming back, what should replace it and why, which is everything we need to send the free return label.
Orders for several people
Family and couple orders often have many lines: a family of four in Big Star / Little Star tees might be adult L, adult M, Youth S and 3T, each with its own name. When you write about an order like that, name the person or the line you mean (“the 3T tee for Leo”) rather than “the small one”. If more than one line needs a change, list each one on its own line in the email, with the current text and the new text. That way nothing gets missed, and every piece in the parcel comes out the way you planned.
What happens after you send a ticket
- We read it. Every ticket is read by a person, and we reply within 24 hours on business days. Tickets sent on a weekend or holiday are answered on the next business day.
- We check your order. We look up your order and the details you sent. If something is missing, our first reply asks for it.
- We act or explain. For a change inside the 24-hour window, we update the order and confirm the new details in writing. For a return, we send the free return label and instructions.
- We follow up. Replies stay in the same email thread, so please reply to our message rather than starting a new one. That keeps the whole history together.
If you do not hear back
If 24 hours on business days have passed without a reply, check your spam or promotions folder for a message from [email protected]. If it is not there, reply to your original email or send a new one with the same subject and the word “Follow-up” added. Our reply may have been filtered, and a second message is never a bother.
Helpful pages while you wait
Many answers are already written down. The Help Center gathers short guides by topic, Shipping & Delivery explains timelines for all four countries, and Contact Us lists our details.
Our contact details
Email: [email protected]. Reply time: within 24 hours on business days. Postal address: Kind Stitch, 5510 Rosewood Street, Roeland Park, KS 66205, US. Please do not send returns to this postal address; use the free return label we send with your return instructions.