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\nAt Reel Tee a support ticket is an email. There is no form on this page and no ticket portal to log in to. You send one message to support@reeltee.shop with a clear subject line, and that message is your ticket. This page gives you a subject line for each kind of request, already filled in, and a short list of what to put under it so the first reply can be the answer.
\nIf the links do not open anything, your device has no email program set up for links. In that case open your email the way you normally do, address a new message to support@reeltee.shop, and type the subject line shown in the table.
\n| Topic | \nStart the email | \nTime limit to know | \n
|---|---|---|
| Fix a spelling on a personalised item | \nOrder change: spelling | \nWithin 24 hours of ordering | \n
| Change a size or colour | \nOrder change: size or colour | \nWithin 24 hours of ordering | \n
| Correct a delivery address | \nOrder change: address | \nWithin 24 hours of ordering | \n
| Cancel an order | \nCancel order | \nWithin 24 hours of ordering | \n
| Ask where an order is | \nOrder status | \nTypical arrival 8–17 business days | \n
| Return an item | \nReturn request | \nWithin 60 days of delivery | \n
| Report damage, a defect, a wrong item or a print error | \nProblem with my order | \nWithin 60 days of delivery | \n
| Ask about a refund | \nRefund question | \nSent within 7 days of our receiving the return | \n
| Ask about sizing or a product | \nQuestion before ordering | \nNone | \n
| Anything else | \nGeneral question | \nNone | \n
Once the email opens, put the order number at the front of the subject if you have one, so it reads something like: Order 1234: Order change: spelling. A number in the subject line means the order is in front of us before the message is even opened.
\nEvery ticket about an existing order needs the order number and, ideally, should come from the email address used at checkout. Beyond that, each topic has its own short list.
\nName the product and the line: boat name, hailing port, role line, sleeve name, hat name, hat second line, mug name, lake or since year. Then give the text twice, once as it was typed and once as it should read. For example: boat name was typed LAST CSAT, should read LAST CAST. Boat names print in capitals, so there is no need to describe upper and lower case for that line. For the other lines, type the text exactly as it should appear.
\nWe print exactly what is typed and there is no proof step, so this ticket only works inside the 24 hours after ordering. Send it as soon as you see the mistake.
\nSay which item, the size or colour ordered, and the one you want instead. Sizes run S, M, L, XL, 2XL, 3XL, 4XL and 5XL on tees, long sleeves, the hoodie and the sweatshirt. 2XL and 3XL cost $2 more and 4XL and 5XL cost $4 more, so a move across one of those lines changes the price. Hats are one size and mugs are one size; for those, only a colour can change.
\nWrite the full correct address line by line, as it should appear on the label: name, street and number, unit or apartment, town or city, state or province, postal code, country. Do not send only the part that changed; a complete address leaves nothing to guess. We ship to the United States, Canada, Australia and New Zealand, so the corrected address needs to be in one of those four.
\nThe order number and the word cancel are enough. You do not have to give a reason. Refunds for cancelled orders are sent within 7 days.
\nBefore sending this one, try the form on the Order Tracking page, which answers most status questions on the spot. If you still need us, include the order number, the delivery address as entered, the date you ordered, and the last tracking update if your dispatch email included a tracking number. If the gift is for a particular day, mention the day.
\nGive the order number, the item or items coming back, and what you would like: a refund to the original payment method, store credit, or help getting a different size. You may give a reason if you wish, but any reason is accepted within 60 days of delivery, and that includes personalised items. We email you a free return label. Please wait for the label before posting anything.
\nThis is the ticket for an item that arrived damaged or defective, the wrong item, or a print that differs from what you typed. Include the order number, one sentence on what is wrong, and a clear photo attached to the email: one of the whole item and one close up. If the print is the issue, a photo that shows the printed text is the most useful thing you can send. These returns are free. Photos you email us are deleted 30 days after delivery of the related order.
\nInclude the order number and, if you returned something, the date you posted it and any tracking shown for the return. Refunds are sent within 7 days of our receiving the return and go to the original payment method unless you asked for store credit. If you would like to switch a pending refund to store credit, say so; store credit never expires.
\nNo order number is needed. Tell us which product you are looking at and what you want to know. For sizing, send the three flat measurements of a shirt he already owns, chest, body length and sleeve, as described in the Size Guide, and we will reply with the exact garment measurements. For timing, tell us the destination country and the day the gift is needed.
\nThese show how little a good ticket needs. All names and numbers are made up.
\nSubject: Order 1234: Order change: spelling. Message: I ordered the custom lake name mug this afternoon. The lake line was typed MAROW LAKE. It should read MARROW LAKE. Name and since year are correct. Thank you.
\nSubject: Order 1234: Return request. Message: The First Light Dock tee in Navy, 2XL, arrived on Tuesday. It is a gift and he needs a 3XL. Please send a return label and let me know how to get the 3XL.
\nSubject: Order 1234: Order status. Message: I ordered a hooded long sleeve to an address in Canada. By my count it is now past the 17th business day. The last tracking update was nine days ago. It is a birthday gift for the 30th. Can you help?
\nSubject: Order 1234: Problem with my order. Message: The custom name trucker hat arrived today. I typed POP on the first line and OTTER BEND on the second. The hat reads POP on the first line and OTTER BEN on the second. Two photos attached. Please tell me what happens next.
\nIf you bought a gift that was delivered to someone else, the ticket should normally come from you, since the order is under your email address. If the person who received it is writing instead, he should say so and give your name and the delivery address, so the order can be found without the checkout email.
\nIf a crew placed separate orders for matching hooded long sleeves, each order needs its own ticket with its own order number. A single message that says all four shirts need the boat name fixed is hard to act on when the four shirts sit in four orders under four email addresses. If one person placed a single order holding all the shirts, one ticket covers it; list each shirt by size and role so it is clear which is which.
\nIf you are correcting the same line on several items, write the corrected text once and then list the items it applies to. For example: hailing port should read OTTER BEND on the Captain shirt in XL, the First Mate shirt in M and the Crew shirt in 2XL.
\nYour email arrives in the one support inbox. We read it and reply within 24 hours on business days. If you write on a weekend, the reply comes on the next business day. There is no separate ticket number to remember; your order number and your email thread do that job.
\nWhen we reply, please answer on the same thread and do not start a new email. The thread holds the history, which means nobody has to ask you the same question twice. One problem per thread works best. If you have two unrelated requests, such as a return on one order and a spelling on another, send two emails with two subject lines.
\nIf 24 hours on business days have passed and you have heard nothing, check your spam folder for our reply, then write again from the same address. Messages do occasionally go astray, and a second email is not an imposition.
\nFour of the topics above carry the same limit: changes and cancellations are made within 24 hours of ordering. The clock starts when you place the order, not when we read your email. So send the ticket the moment you notice, at any hour and on any day, and include everything needed to act on it in that first message: order number, the line or item, and the exact correction.
\nIf the 24 hours have already gone, send the ticket anyway. We will tell you where the order stands. And the 60-day return window is still there once the item arrives; it covers every product, for any reason, with a free return label. The full rules are on Cancel or Change an Order and Returns & Exchanges Policy.
\nIf you get a message that looks like ours and asks for payment details or a password, it did not come from us. Forward it to support@reeltee.shop and delete it.
\nSome answers are faster to read than to ask for. Delivery times and the four countries we ship to are on Shipping & Delivery. The money side of returns is on the Refund Policy. Thirty common questions, many of them from people buying for an angler without being one, are in the FAQs. The Help Center links to every support page, and Contact Us has our business details.
\nIf none of those settle it, that is what the ticket is for. Email support@reeltee.shop and we will take it from there.
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