Contact Us
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We are glad you are here. Whether you are planning a gift for Grandma’s birthday, checking on a parcel on its way to Mom, or fixing a name in an order you placed this morning, a real person at Kin Print will read your message and reply within 24 hours on business days. We support customers by email, which lets us keep every detail of your order, your personalisation and our answers together in one place.
How to reach us
- Email: support@kinprint.shop
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Ticket form: Submit a Ticket opens a ready-made email with the right subject line for your topic.
- Postal address: Kin Print, 1714 Wasabi Way, Gilroy, CA 95020, US. Please do not post returns here unless we ask; every return uses the free label we email you.
We do not offer phone or chat support. Email means nothing gets lost: a corrected name, a photo for a canvas, a new shipping address, all stay attached to your order number so the right item gets the right change.
What to include in your message
A complete first email usually means a complete first answer. Please include:
- Your order number in the subject line, if you have one. It is in your order confirmation email.
- The email address used at checkout, if you are writing from a different one.
- What you need, in a sentence or two: “Change the second name on the sweatshirt from Liam to Leo”, “Return the 15 oz mug for a refund”.
- Photos if something arrived damaged or does not match your order notes: the item, the packaging and the shipping label.
- The full text if you are correcting personalisation, written exactly as it should be printed.
Please never send card numbers, security codes or passwords by email. We will never ask for them.
Where to find quick answers
Many questions are answered right away on our policy and help pages. This table sends you to the right one:
| Your question | Best page | The short answer |
|---|---|---|
| Where is my order? | Order Tracking | Use your order number and checkout email to see its status and tracking link. |
| How long will delivery take? | Shipping & Delivery | 1–3 business days of preparation plus 7–14 business days in transit, free to US, CA, AU and NZ. |
| I made a typo in a name | Cancel or Change an Order | Email us within 24 hours of ordering and we correct it free. |
| I want to return or exchange | Returns & Exchanges | 60 days from delivery, any reason, free return label. |
| When will I get my refund? | Refund Policy | Within 7 days of receiving your return, to the original payment method. |
| How do I personalise? | FAQs | Write names and dates in the order notes box at checkout; email photos with your order number. |
| Which size should I choose? | Size Guide | Measure a garment they already like and compare. |
| How can I pay? | Payment Methods | The options available are shown at checkout. |
| Can you print this logo or character? | Intellectual Property Policy | Not without the owner’s permission; we suggest family-friendly alternatives. |
| What happens to my photos? | Privacy Policy | Used only for your order and deleted 30 days after delivery. |
Writing to us before you order
You do not need an order to ask a question. Families often write before ordering to ask whether a gift will arrive in time for a date, whether a photo is clear enough for a canvas, how to fit eight grandchildren’s names on one design, or whether a particular phrase can be printed. Send us the details and we will answer honestly. If something will not work well, we would much rather tell you before you buy.
Questions about dates
Tell us the date you need the gift by and the country it is going to. We will compare it with our 1–3 business day preparation time and 7–14 business day transit estimate and let you know whether it fits comfortably, is tight, or is unlikely. We will not promise a date the carrier cannot keep.
Questions about photos
Attach the photo you plan to use and tell us which product you are considering. We will tell you if it is likely to print clearly at that size. Photos you send before ordering are used only to answer your question and deleted afterwards.
Three examples of messages that get a fast answer
Correcting a name
Subject: “Change – order 2147”. Message: “Hi, I ordered a sweatshirt for my mother an hour ago. Please print the names as: Grandma, Ava, Liam, Leo, Mia (Leo instead of Liam twice). Everything else stays the same.” This works because it gives the order number, the item, and the complete corrected text.
Reporting damage
Subject: “Damaged – order 2163”. Message: “The 11 oz mug arrived with a crack near the handle. Photos of the mug, the box and the label are attached. I would like a replacement.” This works because the photos let us approve the replacement straight away, usually without asking for the mug back.
Checking a date before ordering
Subject: “Delivery question – Auckland”. Message: “I would like to send a photo canvas to my grandparents in Auckland for their anniversary on the 20th of next month. Will it arrive in time if I order today?” This works because it tells us the country and the date, so we can compare them with our 1–3 business day preparation and 7–14 business day transit estimate.
What we do in common situations
| Situation | What we do | What we need from you |
|---|---|---|
| Typo noticed within 24 hours of ordering | Correct it free and confirm by email | Order number and full corrected text |
| Typo noticed after production started | Free return within 60 days of delivery; refund, store credit or re-order | Order number and the corrected text for a new order |
| Parcel damaged on arrival | Replacement or full refund, usually no return needed | Photos of item, box and label within 60 days of delivery |
| Item does not match the order notes | Corrected replacement or full refund | Photo of the item and the order number |
| Tracking has not moved for 7 business days | Open a carrier investigation; replace or refund if lost | Order number |
| Wrong size for the recipient | Free return label and exchange for another size | Order number and the new size |
| New shipping address before dispatch | Update the address free | The complete new address |
| Photo for a photo item | Match it to your order and start preparation | The photo attached to an email with the order number |
Busy seasons
Our inbox is busiest in the weeks before Mother’s Day, Father’s Day, Grandparents Day and the December holidays. Our reply time stays the same: within 24 hours on business days. To help us help you quickly in those weeks, please send one complete email per order instead of several short ones, and reply in the same email thread so the history stays together. If your request is about a date, mention the date in the first line.
Sending photos to us
Attach photos directly to your email rather than sending links to cloud folders, which can expire or ask for permissions. Original files from your phone are best. If the files are too large to send in one email, send them in two or three emails with the same subject line and order number. We confirm when every photo has arrived, and each one is deleted 30 days after the order is delivered.
After you contact us
Here is what to expect once your email arrives:
- Your message is read by a person, not an automated system, and answered within 24 hours on business days.
- If we need more information, we ask for everything in one reply rather than sending several emails.
- If your request involves a change to an order, we confirm the change in writing; nothing is changed until you have that confirmation.
- Returns receive a free label by email; refunds and store credit codes are confirmed by email when issued.
- If your message reaches us on a weekend or US public holiday, we reply on the next business day.
If you have not heard back
We answer every message within 24 hours on business days. If you have not received a reply in that time, please check your spam, junk and promotions folders first, and add support@kinprint.shop to your contacts so future replies arrive in your inbox. Some workplace and school email systems quietly hold messages from addresses they have not seen before. If there is still nothing, send your message again from a different email address and mention that it is a second attempt; we will look for the first one too. Messages sent through the Submit a Ticket page arrive in the same inbox and are answered in the same way.
Who will answer you
Every reply comes from the Kin Print support inbox. The same team handles personalisation questions, returns, refunds and delivery problems, so you never need to be passed between departments or repeat your story. When we reply, we quote your order number and summarise what we have done or what we need, so you always have a written record of the conversation.
Helping the person who received the gift
If you received a Kin Print gift and something is wrong, a size, a damaged parcel, a name, you can contact us yourself. Ask the person who ordered for the order number, or send us the name on the parcel and the delivery address, and we will find it. We help recipients exactly as we help buyers, and we will not tell you what the gift cost.
Feedback and ideas
We read every suggestion: a product you wish we made, a design that would suit your family, a page that was hard to understand, or a part of checkout that confused you. Send it to support@kinprint.shop with “Idea” in the subject. Many of the clearest explanations on our help pages started as a customer’s question.
Accessibility
If you have difficulty using any part of our site, or you would simply prefer to describe your order in an email and let us help you complete it, tell us. We will guide you step by step and note anything we need to improve.
Rights owners and legal notices
Copyright notices should follow the process on our DMCA page. Trademark and other rights concerns are covered by our Intellectual Property Policy. Privacy requests (access, correction, deletion) can be sent to the same email address with the subject “Privacy request”; see our Privacy Policy.
Business details
Kin Print, 1714 Wasabi Way, Gilroy, CA 95020, US. Email: support@kinprint.shop. Orders ship from the USA to the United States, Canada, Australia and New Zealand. For everything else, the Help Center is a good place to start.