Help Center

Last updated:

Start here

This is the Print Lane help hub. Every support page on the site is linked from here, grouped by the stage you are at: counting heads, choosing shirts, ordering, waiting for the parcel, and sorting out anything that went wrong afterwards. Each section gives you the short answer first and then points you to the page with the full detail.

If you are short on time, read the checklist below, then jump to the section you need. If you still have a question, email support@printlane.shop. We reply within 24 hours on business days, Monday to Friday.

The organiser’s checklist

  1. Fix the date and place, then work out your order date: at least 17 business days, about 3.5 weeks, before the day you need the shirts. The count back planner does this for you.
  2. Take the roll call: every household, every size, 2T to 5XL.
  3. Copy the size list into the family group chat and ask each household to check its own line.
  4. Choose one design, and a colour per branch if you like.
  5. Add every size on the roll to the cart in one go and check the head total matches.
  6. Read every typed name and year out loud before you pay. There is no proof step.
  7. Within 24 hours of ordering, email any change: size, colour, spelling or address.
  8. Watch your email and My Account for dispatch.

Quick answers

The five questions we hear most often, answered in a line or two each. The full list is on the FAQs page.

How early should I order?

At least 17 business days before you need the shirts. We take 1–3 business days to make the order, then transit is 7–14 business days. Holidays and carrier delays can add days, so earlier is safer.

Is shipping free?

Yes, to the US, Canada, Australia and New Zealand, with no minimum and no coupon. We do not ship anywhere else.

What if a size is wrong?

Return it within 60 days of delivery. We send a free return label, and there is no restocking fee. Refunds are sent within 7 days of receiving the return.

Can I change my order?

Yes, within 24 hours of ordering, by email: size, colour, spelling or address, or cancel the order.

Do you send a proof?

No. The product page shows a live preview and a read-back line. What you type is what is printed.

Planning and counting heads

The hardest part of family shirts is not the shirt. It is knowing how many people are coming and what size each one wears, across both sides of the family.

The roll call

The roll call on the homepage lets you add each household and count who is coming in each size. It keeps a running head total and a price estimate. When you are done, you carry the tally to a shirt, and the product page can add every size on the roll to the cart in one go. The roll is saved only in your own browser, so use the same device until you order.

The size list for the group chat

The “copy the size list” button turns your roll into plain text and puts it on your clipboard. Paste it into the family chat and ask each household to confirm. Nothing is sent to us when you copy.

Stragglers and a few extras

Give the family a deadline a few days before your own order date. For people who never answer, order their usual size, or a few extras in common adult sizes, rather than holding up the whole order. Unused shirts can be returned within 60 days of delivery with our free label.

Counting back from the date

The count back planner starts from your event date and works backwards using only our shipping numbers. For a cruise, count back from embarkation day. For a road trip, count back from the day you load the car, not the day you arrive.

Choosing shirts and sizes

Every tee comes in toddler 2T to 4T, Youth XS to Youth XL, and adult S to 5XL, all in the same design. Hoodie and long sleeve: Youth XS to Youth XL and adult S to 5XL. Crewneck sweatshirt and tank: adult S to 5XL. Baby bodysuit: Newborn, 6M, 12M, 18M and 24M.

  • Measuring: the Size Guide shows how to measure a shirt the person already owns, chest width armpit to armpit and body length. Exact garment measurements are available by email.
  • Pricing: adult S to XL costs $4 more than the toddler and youth price of the same tee; 2XL and 3XL are $2 more than adult S to XL; 4XL and 5XL are $4 more than adult S to XL. The product page price is the one that counts.
  • Branch colours: one design, a different colour for each branch. Colours vary by product.
  • Quiet versions: a calmer design for teens and anyone who prefers it, such as the Quiet Version long sleeve.
  • Personalised tees: family name and year, destination and year, or a “Hello” name tag with a whose-family line. Check spelling carefully; there is no proof.

Browse by event

Orders and payment

One checkout takes one payment, so the person who places the order pays for everything in it. Some families have the organiser pay and collect from each household; others have each household place its own order in the same design. The payment options available to you are shown at checkout before you pay; see Payment Methods. The price at checkout is what you pay to us.

Changing or cancelling

You have 24 hours from ordering to email a change of size, colour, spelling or address, or to cancel. Refunds for cancelled orders are sent within 7 days. Put the order number and the change in your subject line. Full steps: Cancel or Change an Order.

Design rules

We print our own designs and the text you type. We do not print team, league, college, cruise-line, resort, theme-park, character or brand names or logos, and personalised orders that ask for them are cancelled. See the Intellectual Property Policy, and for copyright notices the DMCA page. The general rules of using the store are in the Terms of Service.

Shipping and tracking

Shipping is free to the US, Canada, Australia and New Zealand, with no minimum order and no coupon. Checkout only offers these four countries. Orders ship from the USA.

Timing from order to doorstep
StageBusiness days
Making your order1–3
Transit to the US, Canada, Australia or New Zealand7–14
Typical total8–17
Suggested minimum before your event17 (about 3.5 weeks)

Business days are Monday to Friday. Public holidays and carrier delays can add days, and all times are estimates, not guarantees. For Canada, Australia and New Zealand, import duties or taxes depend on the destination country. Full detail: Shipping & Delivery.

Where is my order?

Log in to My Account and open Orders, and check the emails we send. When the carrier gives us a tracking number, we include it in the dispatch email. If the parcel seems late for your date, email us with your order number and event date. See Order Tracking.

Returns and refunds

Returns are accepted for 60 days from delivery on every product, including wrong size and change of mind. We send a free return label for every return, whether it is our mistake or you simply changed your mind, and there is no restocking fee. See Returns & Exchanges for the steps.

Refunds are sent within 7 days of receiving your return, to your original payment method, or as store credit if you prefer. Store credit never expires. See the Refund Policy.

Damaged or wrong item

Email us with your order number, the item and a clear photo of the problem. Returns of our-error items are free. Photos you email are deleted 30 days after delivery of the related order.

Wrong size close to the event

If the date is near, order the right size first so it has time to arrive, then send the wrong one back with the free label. Check the count back planner to see whether there is still time.

Account and privacy

Your account shows your orders and their status. The roll call never leaves your browser: it is kept in your device’s local storage and nothing is sent to us until you order, so clearing browser data removes it and other devices will not see it. The size list button only copies to your clipboard. There is no photo upload on the site. When you order, we receive the details you enter at checkout. The full picture, including how to ask about or remove your data, is in the Privacy Policy.

Tips by kind of event

Family reunion

Reunions have the biggest rolls and the most stragglers. Count by branch, not just by household, so you can give each branch a colour. Keep a few extras in adult M, L and XL for the cousin who turns up with a new partner. Hand the shirts out at check-in, sorted by household, so the group photo can happen before the picnic.

Family vacation or road trip

Matching shirts make the crew easy to spot at busy stops. If you are flying, pack the shirts in hand luggage so they arrive with you. Count back from the day you leave home, not the day you reach the destination.

Lake or cabin week

Mornings on the dock can be cool, so consider a hoodie or long sleeve for the adults alongside the tees for the kids. A layer is also more likely to be worn again after the week is over.

Family cruise

Embarkation day is the photo most families want, so count back from that date. Pack the shirts in your carry-on in case checked bags reach the cabin late. A destination and year tee with a crew name works well for port days and the shore excursion.

Every support page

Still stuck?

Email support@printlane.shop with your order number, if you have one, and a short description in the subject line, for example “Order #1234 — size change”. We reply within 24 hours on business days. Support is by email only. Never send card numbers or passwords by email.