{"page":{"id":78,"title":"Submit a Ticket","handle":"submit-ticket","url":"https://stitchyhome.com/submit-ticket/","body_html":"

Last updated:

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A support ticket is simply an email to our support inbox with a subject line that tells us straight away what kind of help you need. Pick the topic below that matches your question, click its link, and your email app opens a new message to support@stitchyhome.com with the subject already filled in. Add your order number and the details listed for that topic, send it, and we reply within 1 business day.

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Tickets at a glance

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1. Choose your topic

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Ticket topics with ready-made email links
TopicUse it forOpen a ticket
Proof changeChanging text, spelling, font, thread colour or placement on a proof you have receivedProof change
Order change or cancellationSize, colour, address or cancelling within 24 hoursChange or cancel
Where is my order?Tracking that has stopped, a late parcel, a parcel marked delivered but missingDelivery question
Return or exchangeWrong size, unwanted gift, change of mind within 60 daysReturn or exchange
Problem with a pieceMisspelling not on the proof, stitching that differs from the proof, a fault, transit damage, wrong itemReport a problem
Refund questionRefund timing, amount, store creditRefund question
Payment questionDeclined payment, duplicate charge, receiptPayment question
Design help before orderingPortrait photos, thread pairings, roster layouts, timing for a dateDesign help
Sizing helpChoosing between two sizes, fit questionsSizing help
Privacy requestSee, correct or delete your information, delete a portrait photoPrivacy request
Copyright or IP concernReporting material that infringes your rightsCopyright notice or IP concern
Something elseBusiness orders, press, accessibility, feedbackGeneral question
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If the links do not open an email app on your device, copy support@stitchyhome.com into your email and type the topic name as the subject. It reaches the same inbox.

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2. What to include for each topic

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Proof change

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Your order number, which piece (for a set), and exactly what should change. Type names and dates exactly as they should be stitched. If you are replacing a portrait photo, attach the new photo.

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Order change or cancellation

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Your order number and the change: the new size or colour, the full new address, or “cancel whole order” or the pieces to cancel. Changes are free within 24 hours of ordering if the piece has not been stitched or shipped; see Cancel or Change an Order.

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Where is my order?

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Your order number and the latest status you see on the tracking page. If tracking has not moved for 7 business days, we open a carrier investigation for you. For a parcel marked delivered but missing, tell us what you have already checked.

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Return or exchange

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Your order number, the piece, the reason, and whether you want an exchange (with the new size or colour) or a refund. Returns are accepted within 60 days of delivery, personalised pieces included, and we pay the return postage. See our Returns & Exchanges Policy.

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Problem with a piece

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Your order number and clear photos in daylight: the problem close up, the whole piece, and for transit damage the box and label. For a stitching or spelling difference, a photo of the piece next to the proof email is the fastest evidence. In most cases we replace or refund without asking for the piece back.

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Refund question

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Your order number and the date of our approval email. Refunds reach your original payment method within 7 days after approval; if yours has not appeared, we send the transaction reference so your bank can trace it. See our Refund Policy.

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Payment question

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The date and amount of the charge as it appears on your statement, and the order number if there is one. Do not include your card number; the last four digits are enough if we need to tell two cards apart.

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Design help before ordering

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What you want to stitch, the garment and colour you are considering, any photo you plan to use, and the date and country if the piece is a gift for a specific day.

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Privacy request

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What you would like us to do (see, correct or delete information, or delete a photo) and the email address used on your orders. We may ask you to confirm your identity before acting.

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3. What happens after you send a ticket

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  1. Your message arrives in our support inbox and is matched to your order using the order number or your email address.
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  2. A person reads it and replies within 1 business day, with an answer, a decision, or a clear list of anything we still need.
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  3. If the matter needs time, for example a carrier investigation of up to 5 business days, we tell you the expected time and write again when there is news.
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  4. When the matter is resolved, the last email in the thread confirms what was done: a new proof, an exchange shipped, a refund issued, or an answer given.
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Please keep replies in the same email thread. That way anyone on our side can see the whole history without asking you to repeat it. If you start a new topic about the same order, for example a return after a delivery question, a new ticket with the matching subject keeps the two conversations easy to follow.

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4. Response times by topic

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When to expect each part of the answer
TopicFirst replyTypical resolution
Proof changeWithin 1 business dayA revised proof in the same reply
Change or cancellation within 24 hoursWithin 1 business dayConfirmation in the same reply; refund within 7 days of confirmation
Delivery questionWithin 1 business dayInvestigation of up to 5 business days if the parcel is lost
Return or exchangeWithin 1 business dayAuthorisation and postage instructions in the same reply
Problem with a pieceWithin 1 business dayUsually approved the same business day the photos arrive
Refund questionWithin 1 business dayTransaction reference provided in the reply
Copyright or IP concernWithin 1 business dayReview within 5 business days
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5. What counts as urgent

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Put “URGENT” at the start of the subject line only when a few hours make a difference to the result:

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Urgent tickets are read first, and if the piece has not gone into the hoop yet, we stop it and confirm the hold in our reply before making the change. Everything else is still answered within 1 business day, so there is no need to mark a refund or tracking question as urgent.

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6. Three example tickets

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A proof change

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Subject: “Proof change – Order #1088”. Message: “On the hoodie for Dad, please change the date on the sleeve from 06.12.1990 to 12.06.1990, same thread. The cap proof is approved.” This gives us the piece, the exact new text and a decision on the other piece, so a revised proof can go out in the reply.

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A problem with a piece

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Subject: “Problem with my piece – Order #1093”. Message: “The cat portrait has a loose thread by the left ear, photo attached next to the proof. I would like a replacement.” With the photo and the preferred outcome in the first message, the claim can usually be approved the same business day.

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Design help

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Subject: “Design help before ordering”. Message: “Thinking of a forest green sweatshirt with ‘Nana’ and five grandchildren’s names. Gift for 14 December, delivery to Ontario. Which thread, and is there time?” We can answer the thread question and the timing question together.

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7. Tickets from gift recipients

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If you received a Stitchy Home piece as a gift, you can open a ticket yourself using the order number on the packing slip. Choose “Return or exchange” for a different size or garment colour, or “Problem with a piece” for a fault. We help you directly and do not share the price the buyer paid.

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8. If you sent a ticket by mistake or the problem is solved

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Reply to your own ticket with “Solved, thank you” or “Please ignore”, and we close it. If you sent two tickets about the same order, tell us which one to keep, so you receive one clear answer rather than two.

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9. Keep your information safe

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We will never ask for your card number, security code, banking password or a one-time passcode in a ticket, and you should never include them. If they arrive in a message, we delete them and ask you to use checkout instead. Real replies from Stitchy Home come from addresses ending in @stitchyhome.com. If someone using our name asks for payment outside our checkout or for a fee to release a refund, it is not us; forward the message to support.

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10. Photos and attachments

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Photos help with portraits, faults and damage. Phone photos are fine; please send them as normal attachments rather than links to cloud folders that ask for a login. Photos taken near a window in daylight show thread colours and stitching far better than photos taken under a lamp. For portraits, send the original photo rather than a screenshot, because screenshots lose detail. Attachments are used only for your request and handled as described in our Privacy Policy.

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11. Before you open a ticket

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Many answers are already written down. Our FAQs cover designing a piece, photos, proofs, sizing, thread, care, shipping, returns and payments; the Help Center links every policy by topic; and Order Tracking shows your order’s status straight away. If none of those answers your question, a ticket is the right next step, and you are always welcome to write even if you think the answer might be somewhere on the site.

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12. Other ways to reach us

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You can also write to support@stitchyhome.com without a ticket subject, reply directly to any email we have sent you, or visit Contact Us. Our business address for correspondence is Stitchy Home, 4810 W Gary Way, Laveen AZ 85339, United States. We do not offer telephone support or live chat.

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