Submit a Ticket
Last updated:
A support ticket at Gift Ink is simply an email with the right subject line. Choose the topic below that matches what you need, and your email app opens a new message to support@giftink.shop with the subject already filled in. Add your order number and a few details, send it, and a person replies within 24 hours on business days. Using the right subject means your message goes to the front of the right pile: a date change on today’s order is read before a question about next year’s anniversary.
Before you open a ticket
- Have your order number ready. It is in your order confirmation email.
- Write from the email address you used at checkout if you can.
- Changes and cancellations are possible within 24 hours of ordering.
- Returns are open for 60 days after delivery, change of mind included, with a free return label.
- Never send card numbers, bank details or passwords. We will never ask for them.
- We reply within 24 hours on business days. Each ticket gets a written answer by email.
Choose your ticket
Tap or click the topic. If your email app does not open, copy the subject line written after the link and send your message to support@giftink.shop by hand.
Send the photo for my order
Open a photo ticket · Subject: Photo for order, followed by your order number.
Attach the original file from your camera roll, not a screenshot, and say which item it is for if you ordered more than one photo gift. You may also paste a shared-album link instead of attaching. We print the photo as you send it, with no proof before production. If it cannot print clearly, we reply and ask for another one before we print. See Photo Help for what prints well.
Change my order
Open a change ticket · Subject: Change order, followed by your order number.
Tell us exactly what should change, in full: the new date as numerals, the corrected names or initials, the new size or colour, a different photo, or a new delivery address. Within 24 hours of ordering we can make the change before production. After that, the gift may already be in progress; email us anyway and we will tell you what is still possible. Full details: Cancel or Change an Order.
Cancel my order
Open a cancellation ticket · Subject: Cancel order, followed by your order number.
Within 24 hours of ordering we cancel free of charge and send your refund within 7 days. If your gift has already been made, it can still come back to us within 60 days of delivery with a free return label.
Where is my order?
Open a delivery ticket · Subject: Where is my order, followed by your order number.
First try Order Tracking with your order number and email. Remember the usual times: 1-3 business days to make your order, then 7-14 business days in transit to the US, Canada, Australia or New Zealand. If the estimate has passed, or tracking has not moved for a while, open a ticket and we will look into it with the carrier and tell you what happens next.
Start a return or exchange
Open a return ticket · Subject: Return, followed by your order number.
Tell us which items you are sending back and whether you would like a refund, store credit (it never expires) or an exchange, for example a different size. Personalised gifts can be returned too. We email you a free return label. See the Returns & Exchanges Policy.
Something arrived damaged or wrong
Open a problem ticket · Subject: Problem with order, followed by your order number.
Attach clear photos: the whole item, the print up close, and the parcel with its label. Tell us whether you would prefer a replacement or a refund. If the date or names printed differ from what is on your order, mention the field and we will compare it with your order.
A refund question
Open a refund ticket · Subject: Refund question, followed by your order number.
Refunds are sent within 7 days of your return reaching us. Your bank or payment provider then needs its own time to show the money. Our Refund Policy explains the timings.
Help me choose a gift
Open a gift-help ticket · Subject: Help choosing a gift.
Tell us how long you have been together, whether the person likes quiet or loud gifts, and the date it must arrive by. We will suggest two or three options and be honest if the date is too close.
Size question
Open a size ticket · Subject: Size question.
Our adult shirts, sweatshirts, long sleeves and hoodies come in S, M, L, XL, 2XL, 3XL, 4XL and 5XL. Tell us the product and the measurements of a shirt the person already wears and likes, and we will help you choose. Start with the Size Guide.
Product question
Open a product ticket · Subject: Product question.
If a product page does not say what you need to know, such as how something is made, how to wash it, or how large a print area is, ask us here before you order rather than guessing.
Privacy request
Open a privacy ticket · Subject: Privacy request.
Ask to see, correct or delete the personal information we hold about you, or ask us to delete your photos sooner than the usual 30 days after delivery. See our Privacy Policy.
Copyright or intellectual property
Open a copyright ticket or an IP ticket. Follow the steps on our DMCA page or Intellectual Property Policy.
Anything else
Open a general ticket · Subject: Question.
What to write in the ticket
| Ticket | Please include | Helpful extras |
|---|---|---|
| Photo for order | Order number, original photo file or shared link | Which item each photo is for |
| Change order | Order number, the field to change, the new wording in full | A screenshot of the confirmation with the field circled |
| Cancel order | Order number, name on the order | Whether you want to reorder something else |
| Where is my order | Order number, delivery country | The date the gift is needed by |
| Return or exchange | Order number, items, refund, store credit or exchange | The size you want instead |
| Damaged or wrong | Order number, photos of item, print and label | Replacement or refund preference |
| Help choosing | Stage, quiet or loud, date, country | What the person uses every day |
Examples of tickets that get a fast answer
A change ticket
Subject: Change order 1042. “Hi, I ordered the Custom Photo and Date Tee an hour ago. The date should be 06.15.2023, not 06.14.2023. Everything else is right: size L, colour as ordered, names S & J. Thank you.” This ticket has the order number, the exact field, the exact new wording, and it was sent inside the 24-hour window, so we can confirm it in one reply.
A photo ticket
Subject: Photo for order 1043. “Attached is the original photo for the pillow, the one of us on the bench. The second photo is for the keychain in the same order.” Two attachments, each one labelled. If you send several photos, it helps to name the files after the item, for example pillow.jpg and keychain.jpg.
A delivery ticket
Subject: Where is my order 1044. “Ordered on the 3rd, going to Auckland, New Zealand. Order tracking still shows the same status as last week. Our anniversary is on the 28th.” With the country and the date, we can check where the parcel is and tell you plainly what to expect.
A return ticket
Subject: Return order 1045. “The sweatshirt in XL is too big. I’d like to exchange it for an L in the same colour.” We send a free return label and explain when the new size goes out.
A problem ticket
Subject: Problem with order 1046. “The mug arrived with a chip on the rim. Photos of the mug, the box and the label attached. I’d prefer a replacement if it can arrive before the 14th.” Photos and a clear preference mean we can act straight away.
Tickets that take longer
- A message with no order number, sent from a different email address than the order.
- A change request that says “fix the name” without saying what the name should be.
- A photo sent as a screenshot of a chat, which we will need to ask for again.
- Several unrelated questions in one email about different orders; one ticket per order is quicker.
What happens after you send it
- You send the email. Your email app keeps a copy in your sent folder; that is your ticket record.
- We read it. Every ticket is read by a person, not sorted by a bot.
- We reply within 24 hours on business days, in the same email thread. Please keep replying in that thread so the whole story stays together.
- We act. A change is made, a label is sent, a refund is started, or we explain what is possible.
- We confirm. When the ticket is finished, we tell you so in writing, including any refund amount and when it was sent.
If you have not heard back within 24 hours on a business day, please check your spam or junk folder, then send a short follow-up in the same thread.
Response times by ticket
| Ticket | First reply | Note |
|---|---|---|
| Change order, Cancel order | Read first, within 24 hours on business days | The 24-hour change window counts from when you placed the order |
| Photo for order | Within 24 hours on business days | We confirm we have it, and tell you if we need another photo |
| Where is my order, Problem with order | Within 24 hours on business days | Include the date you need the gift by |
| Return, Refund question | Within 24 hours on business days | Refunds are sent within 7 days of your return reaching us |
| Help choosing, Size, Product question | Within 24 hours on business days | Ask before you order if a detail matters to you |
Keeping your ticket safe
- We will only discuss an order with the email address used to place it, or after you confirm the name and delivery address on it.
- We never ask for passwords, card numbers or bank details. If someone claiming to be Gift Ink asks for them, it is not us.
- Photos you attach are used only for your order and deleted 30 days after the order is delivered.
Opening a ticket for a gift you received
If you are the partner who received a Gift Ink gift and something is wrong with it, you can open a ticket too. Tell us the name on the delivery label and the delivery address, and what is wrong. To keep the surprise and the buyer’s privacy, we may contact the person who placed the order before we arrange a return or replacement.
Other ways to find help
Many answers are a click away on our FAQs and Help Center. Shipping times are explained on Shipping & Delivery. For our address and how we work, see Contact Us and About Gift Ink.
Gift Ink, 2248 Rugby Row, Madison, WI 53726, US · support@giftink.shop