{"page":{"id":1146,"title":"Contact Us","handle":"contact-us","url":"https://printlane.shop/contact-us/","body_html":"

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Last updated:

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How to reach us

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Print Lane answers every question by email. Write to support@printlane.shop and a real reply comes back within 24 hours on business days, Monday to Friday. A message sent on Friday evening or over a weekend is answered on the next business day.

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There is no contact form on this site and no phone line. Email keeps everything about your order in one thread: your size list, your order number, any photos and our replies. When you are organising shirts for a whole crew, that thread is easier to find again than a voicemail.

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At a glance

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Write a subject line we can act on

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The subject line tells us what you need before we open the message. A clear one gets you a faster, more accurate answer, especially in the busy weeks before summer reunions and holiday cruises. Use the formats below. If you have an order, put the order number first; you will find it in your confirmation email and in My Account under Orders.

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Subject line formats by request
What you needSubject line to useTime limit to know
Change a sizeOrder #1234 — size changeWithin 24 hours of ordering
Change a colourOrder #1234 — colour changeWithin 24 hours of ordering
Fix a spelling mistakeOrder #1234 — spelling fixWithin 24 hours of ordering
Change the delivery addressOrder #1234 — address changeWithin 24 hours of ordering
Cancel the orderOrder #1234 — cancelWithin 24 hours of ordering
Where is my orderOrder #1234 — order statusAny time
Return somethingOrder #1234 — returnWithin 60 days of delivery
Damaged or wrong itemOrder #1234 — damaged itemEmail us as soon as you open the parcel
Refund questionOrder #1234 — refundAny time
Sizes before orderingSizing question — event date and headcountBefore you order
Garment measurementsMeasurements — product nameBefore you order
Design or wording questionDesign question — product nameBefore you order
Privacy or accountPrivacy requestAny time
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One request per email works best. If you need a size change and an address change on the same order, put both in the subject: “Order #1234 — size change and address change”. If you have two separate orders, send two emails so neither gets lost.

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What to include for each request

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Most back-and-forth happens because something small is missing. Use these checklists and we can usually sort it out in one reply.

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Changing a size or colour

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Fixing a spelling mistake

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Changing the delivery address

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Cancelling

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Asking where an order is

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Returning something

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Reporting a damaged or wrong item

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Asking about sizes before you order

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Where to look first

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Many answers are already written down. If your question is on this list, the linked page will usually be quicker than waiting for a reply.

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Common topics and the page that answers them
TopicPage
Order status, dispatch email, trackingOrder Tracking
Delivery times, countries, free shippingShipping & Delivery
Changing or cancelling within 24 hoursCancel or Change an Order
Sending something backReturns & Exchanges
When and how money comes backRefund Policy
How to payPayment Methods
Choosing sizes for a groupSize Guide
Quick answers for organisersFAQs
Every support topic in one placeHelp Center
What we store about youPrivacy Policy
Design and name rulesIntellectual Property Policy
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Ordering for a big group

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A reunion or cruise order with thirty or forty people on the roll is normal here, and you do not need a quote to place one. The roll call on the homepage counts heads by household and size, shows a running total and a price estimate, and lets you carry the tally to a shirt and add every size to the cart at once. Shipping is free with no minimum.

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Email us before you order if you want a second pair of eyes on a big size list, if you are mixing several branch colours in one order, or if you are unsure whether there is time before your date. Put “Group order — event date” in the subject and paste the size list from the “copy the size list” button. Tell us your event date and the country the shirts are going to, and we will reply with anything that looks off. The count back planner gives you the same timing we would: order at least 17 business days, about 3.5 weeks, before the day you need the shirts.

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Keep your details safe

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We will never ask you to email card numbers, bank details, passwords or one-time codes. Payment happens only at checkout, where the payment options available to you are shown before you pay. If you get a message that claims to be from Print Lane and asks for any of these, do not reply with them; forward it to support@printlane.shop instead.

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Only include what we need to help: your order number, the name on the order and the details of the request. For a damaged item, one or two photos of the garment are enough. Please avoid sending photos of people, especially children; a photo of the shirt laid flat shows us everything we need.

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What happens after you write

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  1. Your email arrives in our support inbox. Within 24 hours on business days, you get a reply from a person, not an automatic ticket number.
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  2. If we need something else, such as a photo or a corrected size list, we ask for it in that reply. Answer in the same thread so the history stays together.
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  3. When the request is done, we confirm what changed: the new size, the new address, the return label, or the refund and when to expect it.
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  4. Time-sensitive changes are handled first. If you have emailed within the 24-hour change window, say so in the subject line so it is not mixed up with a general question.
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If you have not heard back within 24 hours on a business day, check your spam or promotions folder for a reply from support@printlane.shop, then write again with “Second request” at the start of the subject line.

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Writing on behalf of the family

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Often the person who placed the order is not the person with the question. A cousin realises her son needs a Youth L, not a Youth M. A grandparent wants to know when the parcel will arrive. That is fine, but to protect the order, changes are made only for the person who placed it.

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Shipping to Canada, Australia or New Zealand

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We ship free to the US, Canada, Australia and New Zealand, and nowhere else; checkout only offers these four countries. Transit is 7–14 business days to each of them, after 1–3 business days to make the order. If your family is spread across two countries, for example a reunion where one branch lives in Ontario, it is usually simplest to place one order per delivery address. The price you see at checkout is what you pay to us. Import duties or taxes depend on the destination country, so if you are unsure, check with your local customs office before the parcel arrives, or email us and we will tell you what we know.

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Business details

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Print Lane
245 Kinsey Drive, Sumter, SC 29150, US
Email: support@printlane.shop

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This is our business address. Support is by email only; we do not offer phone support, walk-ins or order pickup. Please do not post returns to this address unless we ask you to: we send a free return label with the right destination. If you prefer to work through a ticket checklist, the Submit a Ticket page walks you through it step by step.

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