Help Center

Last updated: October 29, 2026

Welcome to the Kin Print Help Center. This page gathers everything you might need before, during and after an order in one place, organised by topic. Each section gives you the short answer and a link to the page with the full details. If you would rather ask a person, email support@kinprint.shop or submit a ticket; we reply within 24 hours on business days.

Quick answers

• How do I personalise? Write names, dates and text in the order notes box at checkout, one line per item. Email photos with your order number.
• How long does delivery take? 1–3 business days of preparation plus 7–14 business days in transit; shipping is free to the US, Canada, Australia and New Zealand.
• Can I fix a typo? Yes, within 24 hours of ordering. Email us the full corrected text.
• Can I return a personalised item? Yes, within 60 days of delivery for any reason, with a free return label.
• When is my refund issued? Within 7 days of receiving your return, to your original payment method, or as store credit that never expires.

Before you order

Choosing a gift

Start with the person. Our collections are organised by recipient: Mom, Dad, Grandma, Grandpa, couples and the whole family. If you already know the item, browse by type: shirts and sweatshirts, mugs, ornaments, canvas prints or home decor. The Sitemap lists every section of the shop.

Choosing a size

For shirts and sweatshirts, the most reliable method is to measure a garment the recipient already likes and compare. Our Size Guide explains how to measure, how to choose between two sizes, and what to do for grandparents who prefer a relaxed fit. Mugs come in 11 oz and 15 oz; canvas and ornament sizes are listed on each product page.

Planning around a date

Allow about 8–17 business days from ordering to delivery. If your date is close, email us before ordering with the date and destination country, and we will tell you honestly whether it fits.

Preparing your words and photos

Write the names exactly as they should appear, check unusual spellings with the family, and decide the order of the names before you start. For photos, choose a sharp, well-lit original file. We print exactly what you write and do not send a proof first, so this preparation is the key to a gift that is right the first time.

Orders

Your order confirmation email arrives within minutes of ordering and repeats the personalisation from your order notes. Read it carefully. You have 24 hours to change the text, a photo, the size, colour, style or shipping address, or to cancel for a full refund. After that, production may have started.

• Cancel or Change an Order: the 24-hour window, what can change and how.
• Order Tracking: look up an order’s status with your order number and email.
• FAQs: answers about adding items, gift messages and sending gifts directly.

Shipping

We prepare orders in 1–3 business days and they ship free from the USA. Transit takes 7–14 business days to the United States, Canada, Australia and New Zealand. You receive a tracking link by email when the parcel leaves us. For Canada, Australia and New Zealand, the destination country may charge import duties or taxes to the recipient; these are not collected by us. If tracking stops for 7 business days, we investigate and replace or refund lost parcels.

• Shipping & Delivery: delivery table, address changes, lost and damaged parcels.

Returns and exchanges

Every item, personalised or not, can be returned within 60 days of delivery for any reason. We email a free return label for every return, including change of mind. Exchanges for a different size, colour or style keep the same personalisation unless you ask otherwise. Damaged items or items that do not match your notes are replaced or refunded, usually without being sent back.

• Returns & Exchanges Policy: how to start a return, packing tips, exchanges and examples.

Refunds

Refunds are issued within 7 days of receiving your return, to the original payment method. If nothing needs to be returned (damage, our error, a lost parcel or a cancellation), the 7 days start when we approve the claim or confirm the cancellation. You can choose store credit instead; it never expires. Nothing is deducted for shipping or restocking.

• Refund Policy: amounts, timelines, partial refunds and the emails you will receive.

Payments

All prices are in US dollars, and the payment options available for your order are shown at the payment step of checkout. You are charged when you place the order. We never store full card numbers and never ask for payment details by email. Kin Print does not add sales tax at checkout.

• Payment Methods: how payment works, declined payments, discount and store credit codes.

Products and personalisation

Each product page lists the material, sizes and care instructions. Personalisation always goes in the order notes box at checkout; for photo items, write “photo by email” and send the photo with your order number. We cannot print logos, licensed characters, team marks or lyrics without permission, but we will help you find words of your own.

• Size Guide: measuring and choosing sizes.
• Intellectual Property Policy: what we can and cannot print.
• DMCA: copyright notices for rights owners.

Account and privacy

You can order as a guest or create an account to see past orders and save addresses. Photos you send are used only for your order and deleted 30 days after delivery. We do not sell personal information. You can ask to see, correct or delete your data by emailing us with “Privacy request” in the subject.

• Privacy Policy: what we collect, why, and your rights.
• Terms of Service: the agreement that applies to every order.

Step-by-step help for common situations

“I cannot find my confirmation email”

1. Search your inbox, spam, junk and promotions folders for “Kin Print”.
2. Check that the email address you typed at checkout was spelled correctly; a single missing letter sends the confirmation elsewhere.
3. If you created an account, sign in to My Account to see the order.
4. Still nothing? Email us with your name, the date and the amount of the order, and we will resend it and correct the address if needed.

“The gift needs to go to a different address”

1. Within 24 hours of ordering, or before the parcel ships, email us the complete new address.
2. Wait for our confirmation; the change is final once we confirm it.
3. If the parcel has already shipped, we ask the carrier to redirect it. If it comes back to us, we reship it free once you confirm the address.

“The sweatshirt does not fit”

1. Email us the order number and the size you need instead.
2. Use the free return label we send and post the sweatshirt within 14 days.
3. We prepare the new size with the same names and ship it free; if you ask, we start as soon as the return is scanned by the carrier.

“A name is wrong on the item”

1. Compare the item with the order notes in your confirmation email.
2. If the item differs from your notes, send a photo: we send a corrected item and you do not need to return the first one.
3. If the item matches the notes but the notes had a typo, you can still return it free within 60 days for a refund, store credit or to re-order with the correct text.

“My parcel says delivered, but it is not here”

1. Check with neighbours, household members, building reception and the local post office, and look around side doors and porches.
2. Wait one more day; many parcels marked delivered turn up within 24 hours.
3. Email us within 60 days of the delivery date. We help with the carrier claim and agree a replacement or refund.

“My photo item has not started yet”

1. Check that you wrote “photo by email” in the order notes and that you emailed the photo with the order number in the subject line.
2. Look for a reply from us: if the photo was too small or blurry to print clearly, we will have asked for another one.
3. If you have not sent it yet, send it now as an attachment, not a link. Preparation of that item starts once the photo arrives, so the delivery estimate begins from that day.

“I want to order the same gift again for another relative”

1. Find the product from your previous confirmation email or the collection for that recipient.
2. Place a new order and write the new personalisation in the order notes; you can copy the format from your previous order.
3. If you have store credit from an earlier return, enter the code at checkout; it never expires.

Help for gift recipients

If someone sent you a Kin Print gift and you need help, you are welcome to contact us directly. Ask the sender for the order number, or send us your name and the delivery address on the parcel. We can arrange a size exchange, help with damage, or answer care questions. If the sender paid, any refund goes to them, but an exchange can be handled entirely with you, and we will not mention what the gift cost.

Helping a parent or grandparent order

Some of our customers are grandparents ordering for grandchildren, or for each other. If online checkout feels unfamiliar, the steps are on our Payment Methods page, and you can always email us first to describe what you would like. We will tell you which product to choose, what to write in the order notes, and how to send a photo. Taking it slowly is completely fine; the 24-hour change window is there so that anything can be fixed.

Our numbers in one table

Still need help?

Email support@kinprint.shop with your order number in the subject line, or use Submit a Ticket to open an email with the right subject for your topic. You can also read more about us on About Us or see all ways to reach us on Contact Us. However you reach us, a real person reads your message and answers it in full, so you never need to explain the same thing twice.