Submit a Ticket

Last updated: October 29, 2026

Use this page to open a support ticket with Kin Print. Choose the topic that fits your request below: each button opens a new email to support@kinprint.shop with the subject already filled in, so your message reaches us in the right place and we can answer it in one go. A person reads every ticket and replies within 24 hours on business days (Monday to Friday, excluding US public holidays).

Choose your topic

If the buttons do not open an email program on your device, write to support@kinprint.shop from any email account and copy the topic name into the subject line.

What to put in your ticket

The more complete your first message, the faster we can resolve it. For most tickets, please include:

• Order number: add it after “order number:” in the subject line. It is in your confirmation email.
• Your name and the checkout email, if you are writing from a different address.
• What you would like us to do, in one or two sentences.
• Exact text if you are changing personalisation: the full corrected wording, one line per item, with the item and size.
• Photos if an item is damaged or does not match your notes: the item, the packaging and the shipping label.
• Your deadline, if there is one, and the destination country.

Required details by topic

Please never send these

For your safety, do not include card numbers, card security codes, expiry dates, bank details or passwords in a ticket. We will never ask for them, and we cannot use them. Payment always happens through the secure checkout. If someone claiming to be Kin Print asks you for these details, do not reply and forward the message to us.

What happens after you submit

1. Your email arrives in our support inbox and is matched to your order using the order number.
2. A person reads it and replies within 24 hours on business days. Tickets sent on a weekend or US public holiday are answered on the next business day.
3. If we need anything else, we ask for everything in one reply.
4. We confirm the outcome in writing: a corrected order, a cancellation, a free return label, a replacement, a refund or a store credit code.
5. Reply in the same email thread if you have a follow-up, so the full history stays together.

How long things take after your ticket

Examples of complete tickets

Change an order

Subject: “Change an order – order number: 3120”. Message: “Please change the 15 oz mug text to: Papa Joe, est. 1979. The second item, the ornament, stays as it is. Thank you.” One clear line for the item and its new text, and a note about anything that should not change, means we can confirm the change in our first reply.

Send a photo

Subject: “Photo for order number: 3125”. Message: “Attached is the photo for the 16×20 in canvas. Please crop it so all four of us are included.” Attach the original image file. If you have two photos and are not sure which is better, send both and tell us which you prefer; we will tell you if one will print noticeably better.

Return or exchange

Subject: “Return or exchange – order number: 3131”. Message: “The sweatshirt for my mother is too large. Please exchange size XL for size L with the same names.” We reply with the free return label and confirm the new size.

Damaged or wrong item

Subject: “Damaged or wrong item – order number: 3140”. Message: “One of the two mugs arrived chipped on the rim. Photos attached of the mug, the box and the label. A replacement would be great.” With the photos attached, we can approve the replacement immediately, and you usually do not need to send the mug back.

Tickets for family and multi-item orders

Large family orders, such as matching reunion shirts or a mug for every grandchild, often need more detail. Write one line per item with the item, size and text together, in the same order as on your confirmation email, for example “Tee S: Sofia” and “Tee XL: Uncle Ray”. If you are changing just one item, repeat that line only and say “all other items unchanged”. If the list is long, attaching it as a simple text file or pasting it into the email body both work.

Tickets about photos

When you send a photo for a mug, ornament or canvas, the best results come from the original file on your phone or camera, taken in daylight with faces in focus. Screenshots and photos saved from messaging apps are often compressed and may print soft, especially on a canvas. Attach photos directly rather than sending links that might expire. If we think a photo will not print clearly, we tell you before production and wait for your decision. Photos are used only for your order and deleted 30 days after delivery, as our Privacy Policy explains.

Tickets in busy seasons

In the weeks before Mother’s Day, Father’s Day, Grandparents Day and the December holidays, many families write to us at once. Our reply time stays within 24 hours on business days. You can help us help you by sending one complete ticket per order instead of several short ones, keeping replies in the same thread, and putting any deadline in the first line of your message.

How we keep tickets private

Ticket emails, including names, addresses and photos, are only used to deal with your request and your order. They are not shared with anyone who does not need them to help you, such as the partner who produces a replacement or the carrier handling a claim. You can ask us to delete your correspondence once your order and any return are complete.

What we can and cannot do through a ticket

We can

• Correct personalisation, size, colour, style or address within 24 hours of ordering, and often later if production has not started.
• Cancel an order within 24 hours of ordering for a full refund within 7 days.
• Send a free return label for any item within 60 days of delivery, for any reason.
• Arrange an exchange for a different size, colour or style with the same personalisation.
• Replace or refund damaged items, items that do not match your notes, and lost parcels.
• Issue store credit that never expires instead of a refund.
• Tell you honestly whether a gift is likely to arrive by a particular date.

We cannot

• Send a proof or mockup before production; we print exactly what you write in the order notes.
• Ship to countries other than the United States, Canada, Australia and New Zealand.
• Print logos, licensed characters, team marks or lyrics without the owner’s permission; see our Intellectual Property Policy.
• Refund import charges set by another country, because we never receive them.
• Take payment or card details by email.

Tickets about timing

Changes and cancellations depend on when your request reaches us, not when we reply. A change request sent within 24 hours of ordering is honoured even if we answer the next business morning. That is why it is worth opening a ticket as soon as you notice a problem, even late at night.

If you do not receive a reply

Every ticket is answered within 24 hours on business days. If you have not heard from us in that time, please look in your spam, junk and promotions folders, and add support@kinprint.shop to your contacts so our replies reach your inbox. Some work and school email systems hold messages from new senders without telling you. If you still cannot find our reply, send your ticket again from another email address and mention that it is a second attempt, and we will make sure both are linked to your order. A ticket sent twice is never a problem; a ticket that goes unanswered is one we always want to know about.

Tickets from gift recipients

If you received a Kin Print gift, you can open a ticket too. Use the order number if you have it, or include your name and the delivery address shown on the parcel. We can arrange exchanges and help with damaged items directly with you.

Other ways to find answers

Many questions are answered instantly on our help pages: the Help Center, our FAQs, Order Tracking, Shipping & Delivery, Returns & Exchanges and the Refund Policy. All our contact details are on Contact Us.