Submit a Ticket
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How a ticket works at Print Lane
A support ticket here is simply an email to support@printlane.shop with a clear subject line and the right details inside. There is no form to fill in and no account to create for it. Pick your request type below, press its link to open a new email with the subject already written, add your order number and the details from the checklist, and send. That email thread becomes your ticket: every reply, photo and confirmation stays in it.
We reply within 24 hours on business days, Monday to Friday. Support is by email only; there is no phone line or chat.
Before you send
- One ticket per order and per request type. Two orders means two emails.
- Order number first in the subject, for example “Order #1234 — size change”.
- Send from the email address used at checkout, so we can match the order quickly.
- Changes have a 24-hour window from the time you ordered.
- Never include card numbers, bank details, passwords or one-time codes.
Choose your ticket type
Each link opens your email app with the subject filled in. Replace 1234 with your own order number before you send. If the link does not open an email app on your device, copy the subject line shown and write to support@printlane.shop yourself.
1. Change a size, colour or spelling
Subject: Order #1234 — change request
Use this within 24 hours of ordering. Include:
- Each change written as “from” and “to”, for example “Youth S in Coral to Youth M in Coral”.
- For spelling, the full text exactly as it should be printed, with capitals where you want them. Limits: family name 18 characters, place 22, destination 18, crew name 16, first name 12, whose-family line 24, year 4 digits.
- If many sizes are moving, a full corrected size list pasted from the “copy the size list” button on the roll call.
2. Change the delivery address
Subject: Order #1234 — address change
Use this within 24 hours of ordering. Include the complete new address with ZIP or postcode and country. We deliver only to the US, Canada, Australia and New Zealand.
3. Cancel an order
Subject: Order #1234 — cancel
Use this within 24 hours of ordering. Say whether you are cancelling the whole order or only some items. Refunds for cancelled orders are sent within 7 days. The rules are on Cancel or Change an Order.
4. Where is my order
Subject: Order #1234 — order status
Include the date you ordered and your event date. Before you send, look in My Account under Orders and check your dispatch email: when the carrier gives us a tracking number, we include it there. More on Order Tracking.
5. Return an item
Subject: Order #1234 — return
Include which items and sizes you are sending back, the reason if you would like to share it, and whether you want a refund to your original payment method or store credit. We reply with a free return label. Returns are open for 60 days from delivery on every product, with no restocking fee. Steps: Returns & Exchanges.
6. Damaged or wrong item
Subject: Order #1234 — damaged or wrong item
Include the item, the size, a clear photo of the shirt laid flat showing the problem and, if it helps, the label inside. Tell us how you would like it resolved. Returns of our-error items are free. Photos are deleted 30 days after delivery of the related order.
7. Refund question
Subject: Order #1234 — refund
Include the date your return was sent, or the date you cancelled. Refunds are sent within 7 days of receiving your return, to the original payment method or as store credit. See the Refund Policy.
8. Sizes or measurements before ordering
Subject: Sizing question
No order number needed. Include the product name, the person’s age group (toddler, youth or adult), the size they usually wear and, if you can, the chest width and body length of a shirt they own. Ask for exact garment measurements and we will send them. The Size Guide shows how to measure.
9. Group order check
Subject: Group order check
For a big roll before you order. Paste your size list, the design and colours per branch, the delivery country and your event date. We will flag anything that looks off, such as a missing size group or a date that is too close. Order at least 17 business days, about 3.5 weeks, before you need the shirts.
10. Privacy request
Subject: Privacy request
Tell us what you would like to see, correct or remove. Write from the email address linked to your orders. The Privacy Policy explains what we hold. Your roll call is not in it: the roll is stored only in your own browser.
11. Anything else
Subject: General question
Questions about a design, wording, shipping countries, payment or anything not listed. Add the product name if it is about a specific shirt.
The details every ticket needs
Copy this into the body of your email and fill it in. It covers almost every request in one go.
| Field | Required? | Where to find it |
|---|---|---|
| Order number | Yes, for any existing order | Confirmation email, or My Account under Orders |
| Name on the order | Yes, for any existing order | What you entered at checkout |
| Request type | Yes | One of the eleven types above |
| Items affected | Yes, for changes, returns and damage | Product name, size and colour |
| What you want | Yes | The change, refund, store credit or answer you need |
| Event date | Helpful | Your reunion, trip, lake week or embarkation day |
| Photo | Only for damage or wrong items | The shirt laid flat in good light |
What not to include
- Payment details. No card numbers, security codes, bank details or screenshots of them. We never need them in a ticket and will never ask.
- Passwords and codes. No account passwords or one-time login codes.
- Photos of people. A photo of the shirt is enough. Please do not send photos of children.
- Other family members’ private details. A size list with first names is plenty; addresses are needed only for the delivery address on the order.
If an email that claims to be from Print Lane asks you for any of these, do not answer it. Forward it to us instead.
What happens after you send
- We read it. A person replies within 24 hours on business days. Requests sent on a weekend are answered on the next business day.
- We ask once if anything is missing. If we need a photo, the corrected text or a full size list, we say exactly what in our reply. Answer in the same thread.
- We confirm the outcome. You get a reply saying what changed: the updated sizes or text, the new address, the cancellation and refund timing, or the return label and what to do with it.
- Time-sensitive tickets go first. Change and cancel requests have a 24-hour window, so we look at those before general questions. Send yours as early as you can; once an order is in production it may no longer be possible to change it.
No reply yet?
Check spam and promotions folders for a message from support@printlane.shop. If nothing is there after 24 hours on a business day, reply to your own email with “Second request” at the start of the subject line, so it stays in the same thread.
Three example tickets
These show the level of detail that lets us finish a request in one reply. Swap in your own order number, names and sizes.
Example: a size swap from the group chat
Subject: Order #1234 — change request
“Hi, I placed this order about three hours ago for our reunion on 14 June. Two changes, both on the Roll Call Reunion tee: 1 Youth M in Kelly Green to 1 Youth L in Kelly Green, and 1 adult XL in Navy to 1 adult 2XL in Navy. Everything else stays the same. Thanks, Dana.”
Why it works: the order number, the product, each change as from and to with the colour, and a clear “everything else stays the same”.
Example: a typo in a name tag
Subject: Order #1234 — change request
“Hello, on the Hello Name Tag tee in adult M, I typed the first name as Jonh. It should be John. The whose-family line, Grandma June’s oldest, is correct. Ordered this morning.”
Why it works: it names the exact shirt and size, the wrong text, the right text and confirms the line that should not change.
Example: a return after the trip
Subject: Order #1234 — return
“We had two extras left after the lake week: 1 adult L in Sand and 1 Youth S in Sand, both unworn. Please send the free return label. Store credit is fine; we will use it for next summer.”
Why it works: the items, the sizes and colours, and the refund choice are all there, so we can reply with the label straight away.
Time limits by ticket type
| Ticket type | When to send it | What we send back |
|---|---|---|
| Change size, colour or spelling | Within 24 hours of ordering | Confirmation of the updated order |
| Address change | Within 24 hours of ordering | Confirmation of the new address |
| Cancel | Within 24 hours of ordering | Cancellation confirmation; refund sent within 7 days |
| Return | Within 60 days of delivery | A free return label; refund within 7 days of receiving the return |
| Damaged or wrong item | As soon as you open the parcel | The options for that item; free return |
| Order status | Any time after ordering | What we can see about your order |
| Sizing, group check, general | Any time, ideally before you order | An answer within 24 hours on business days |
Urgent: the event is close
If your event is less than 17 business days away, say so in the first line of your email and give the date. We cannot speed up the carrier, and all our delivery times are estimates, but we will tell you honestly what the timing looks like so you can plan, for example by handing shirts out on the last day instead of the first. The count back planner shows the same numbers we use.
Sending a ticket for someone else
On a family order the person with the question is often not the person who paid. An aunt notices her Youth M should be a Youth L; a grandparent wants to know when the box will come. To keep the order safe, the easiest route is for the person who placed it to send the ticket, or to forward your message to us from the checkout email address and copy you in. Then we can reply to both of you in the same thread.
If you are the organiser collecting changes from several households, gather them first and send one ticket with one corrected size list, inside the 24-hour window. A single clean list is much harder to get wrong than five short emails about the same order.
Other ways to find an answer
Many tickets can be skipped entirely. The FAQs answer the questions organisers ask most, the Help Center brings every support topic together, and Shipping & Delivery covers countries and timing. For general contact details and the business address, see Contact Us.