Cancel or Change an Order

Last updated: 11 November 2026

Family plans move right up to the last minute. A cousin confirms, an uncle drops out, someone realises the toddler is now a 4T, or the family name went in with one letter missing. This page explains how to cancel a Print Lane order or change its size, colour, spelling or shipping address, how long you have, what to put in your email, and how the money comes back when something is cancelled. Every request goes by email to support@printlane.shop.

1. The 24-hour window

You can cancel or change your order within 24 hours of placing it. The clock starts at the time on your order confirmation email. We make every order for your event, usually within 1–3 business days, so the 24 hours are the time we keep free for corrections before production starts.

Your request counts from the time your email reaches us, not from the time we reply. If you send your change at hour 23, it is inside the window even if our answer comes the next morning. Our reply confirms what we changed, so keep that email.

Why there is no proof step: the product page shows a live preview of your personalised text and a read-back line that spells out exactly what will be printed. What is typed is what is printed. The 24-hour window is your chance to catch anything you missed in that read-back line.

2. What you can change

Colours vary by product, and sizes vary too: the crewneck sweatshirt and tank come in adult S–5XL, the hoodie and long sleeve in Youth XS–Youth XL plus adult S–5XL, and the baby bodysuit in Newborn to 24M. A change has to be to a size or colour that the same product offers. The Size Guide has the full size run for each product.

Some changes move the price, because adult sizes and larger adult sizes cost a little more than toddler and youth sizes of the same shirt. If your change makes the order cost more or less, we tell you the difference in our reply before we go ahead.

3. How to send a cancel or change request

1. Find your order number. It is in your order confirmation email and in My Account under Orders.
2. Write a clear subject line. For example: “Order #1234 — size change”, “Order #1234 — spelling fix” or “Order #1234 — cancel”.
3. List exactly what changes. One line per shirt is easiest: product, size, colour, then what it should become.
4. Send it from the email address on the order if you can. If you have to use another address, include the name on the order so we can match it.
5. Wait for our confirmation. We reply within 24 hours on business days (Monday to Friday) to confirm the change or the cancellation. Your change is done when you have that reply.

3.1 An example email

Subject: Order #1234 — size and spelling change. Hi Print Lane, please make these changes to my order: (1) Family Name & Year tee, Navy, change one Youth L to adult S. (2) On all twelve Family Name & Year tees, the family name should read MCALLISTER, spelled M-C-A-L-L-I-S-T-E-R, not MCALISTER. Everything else stays the same. Thanks, Dana, the name on the order.

Spelling a name letter by letter looks fussy, but it is the fastest way to make sure the fix is right first time, especially with names that have more than one common spelling.

4. Changes we cannot make on an existing order

• Adding new shirts. If a straggler replies after you ordered, place a separate small order for their shirt. It starts its own 1–3 business days straight away, which is quicker than waiting on email. Check it against the count-back dates on our Shipping & Delivery page.
• Text we do not print. We do not print team, league, college, cruise-line, resort, theme-park, character or brand names or logos. If a change asks for one, we will reply and ask for different wording.
• Countries we do not ship to. A new address has to be in the United States, Canada, Australia or New Zealand.
• Changes after the window. After 24 hours the order may already be in production. Email us anyway if something is urgent, and we will tell you honestly whether it can still be changed. If it cannot, the 60-day return is there for you once the shirts arrive.

5. If your order has already been made or shipped

Once your order is in production or on its way, it can no longer be cancelled or changed. Let it arrive, then use our Returns & Exchanges Policy: every product can be returned within 60 days of delivery, for any reason, and we send you a free return label. That covers wrong sizes, leftover shirts for people who did not come, and changes of mind.

If the shipping address was wrong and the parcel is already with the carrier, email us straight away with the order number and the correct address, and we will tell you what can still be done.

6. Refunds for cancelled orders

When we confirm a cancellation, we send the refund within 7 days. For a full cancellation you receive everything you paid. For a partial cancellation you receive the amount paid for the shirts you removed, and the rest of the order goes ahead as normal. Shipping is free on every order, so there is never a shipping charge to work out. The refund goes back to your original payment method, or you can ask for store credit, which never expires. The full money rules are on our Refund Policy page.

7. When Print Lane cancels an order

Occasionally we have to cancel all or part of an order ourselves. The usual reasons:

• the personalised text includes a team, league, college, cruise-line, resort, theme-park, character or brand name, or another name we do not print (see our Intellectual Property Policy);
• the shipping address is outside the four countries we deliver to, or cannot be delivered to as written;
• a payment cannot be completed;
• a price was shown wrongly on the site.

If that happens, we email you to explain. Where we can, we give you the choice of fixing the problem, such as new wording for the shirt, before cancelling anything. If we cancel, the refund for the cancelled items is sent within 7 days.

8. Avoid needing a change: a pre-checkout checklist

• Close the roll call first. Finish counting on the roll call sheet on our homepage, so the head total and every size are settled before you check out.
• Send the size list to the group chat. The “copy the size list” button copies a plain text list. Ask each household to check their own line before you order.
• Check youth versus adult. “Medium” means different things for a ten-year-old and an adult. Make sure each line says Youth M or adult M.
• Read every read-back line. Family name (up to 18 characters), year (4 digits), place (up to 22), destination (up to 18), crew name (up to 16), first name (up to 12), whose-family line (up to 24). Each one is printed exactly as typed.
• Check the year. A reunion in early January can easily get last year’s number.
• Confirm the address. Ship to the person who will be home during the delivery window, with the unit number.
• Add a few extras. One spare adult and one spare youth shirt often saves a late order for a straggler.

9. Common situations and what to do

9.1 The reunion has been moved to a new date

If you are still inside the 24 hours, cancel and reorder closer to the new date, or keep the order if the shirts will still be right. If the shirts show a year and the event moves into the next year, email us within the window to change the year on every personalised shirt. After the window, the shirts can still be returned within 60 days of delivery.

9.2 A household dropped out after the window closed

Their shirts will already be in production. Let the order arrive, hand out the rest, and return the unused shirts within 60 days with our free return label. If the shirts are personalised with first names, they are still returnable.

9.3 The baby arrived early, or the toddler had a growth spurt

Within 24 hours, email us to move the bodysuit to a different size (Newborn, 6M, 12M, 18M or 24M) or a toddler tee from 3T to 4T. After that, return the shirt that does not fit and place a small new order for the right size.

9.4 Two branches got the same colour by mistake

If you were giving each branch of the family its own colour, list the shirts that should move to the other colour, with sizes, and send it inside the 24 hours. Mention the colour each branch should end up with so we can check the whole order makes sense.

9.5 You will be travelling when the order is placed

If the organiser will be hard to reach in the day after ordering, ask a second family member to check the confirmation email and the size list in that time. Changes are quickest when they come with the order number and the name on the order, so forward them the confirmation and ask them to include both, plus a line saying they are writing for you.

10. Questions

Email support@printlane.shop with your order number. We reply within 24 hours on business days. You can also read our FAQs, check the status of your order on the Order Tracking page, or see how to write a detailed request on our Submit Ticket page.

Print Lane, 245 Kinsey Drive, Sumter, SC 29150, US. Support by email only.