Contact Us
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How to reach us
- Email: [email protected] – the fastest way to reach a person.
- Reply time: within 1 business day, Monday to Friday, Pacific Time (excluding US public holidays).
- Business address: Nativehearttee, 160 Azure St., Morro Bay, CA 93442, United States (not a returns address or shop).
- Ready-made subjects: our Submit a Ticket page opens an email with the right subject line for your question.
Write to us by email
Every message to [email protected] is read and answered by a person. We do not use automated chatbots to decide your case. Most emails get a full answer the same business day; all of them get one within 1 business day. During the busiest weeks before Christmas, we still aim for the same speed, and if a reply will need longer, for example because we are waiting on a carrier, we tell you that within the same time.
We do not currently offer phone or live-chat support. Email lets us look up your order, check with a print partner or carrier, and give you a written answer you can refer back to. If you have a hearing, vision or other accessibility need that makes email difficult, tell us how you would prefer to communicate and we will do our best to help.
What to include so we can help quickly
| Your question | Please include |
|---|---|
| Where is my order? | Order number; the tracking number if you have one |
| Change or cancel | Order number and exactly what to change (size, colour, address, text) |
| Return or exchange | Order number, the item, and the size or colour you want instead |
| Damaged, misprinted or wrong item | Order number and clear photos of the item, the print and the label |
| Payment question | Order number and the date of the payment (never your card number) |
| Sizing advice | The product link and the flat measurements of a shirt or hoodie you like |
| Design or copyright concern | The product link and a short explanation |
Your order number is in the confirmation email we sent when you ordered, and in your account if you created one. If you cannot find it, the email address and name you used at checkout are enough for us to look it up.
Answers you might find right away
Many questions are answered on our help pages, available any time of day:
- Order Tracking – follow your parcel and understand each tracking status.
- Shipping & Delivery – production and transit times for each country.
- Cancel or Change an Order – what can be changed in the first 24 hours.
- Returns & Exchanges Policy – our 60-day returns, step by step.
- Refund Policy – when and how refunds are issued.
- Size Guide – how to measure and choose the right fit.
- FAQs and the Help Center – the most common questions in one place.
When you will hear back
Our support hours are Monday to Friday, Pacific Time. Emails sent in the evening, on weekends or on US public holidays are answered on the next business day. Here is what that looks like in practice:
| You write | You can expect a reply by |
|---|---|
| Tuesday morning | Tuesday, usually; Wednesday at the latest |
| Friday evening | Monday |
| Saturday | Monday |
| The day before a US holiday, late | The first business day after the holiday |
If you write from Australia or New Zealand, remember that our business day starts while it is already the next morning for you. A message sent on your Monday morning usually reaches us on our Sunday afternoon and is answered during our Monday, which is your Tuesday.
Urgent requests
Cancellations and changes are time-sensitive because production can start within 24 hours. Put CANCEL or CHANGE and your order number at the start of the subject line, so we see it first. Our Cancel or Change an Order page explains what is possible.
Our business details
Native Heart Tee is the trading name of Nativehearttee.
- Business name: Nativehearttee
- Store name: Native Heart Tee
- Address: 160 Azure St., Morro Bay, CA 93442, United States
- Email: [email protected]
- Website: nativehearttee.com
Please do not send returns to this address unless your return approval email gives it to you. Returns go to the address we provide for each approved return, which may be a print partner’s facility.
Watch out for impersonation
We only email you from addresses ending in @nativehearttee.com. We will never ask you for your full card number, your password or a one-time verification code. We do not currently run social media accounts or sell on marketplaces, so a page or seller elsewhere claiming to be Native Heart Tee is not us. If you receive a suspicious message, forward it to [email protected] and do not click its links.
Feedback, ideas and partnerships
We read every suggestion, whether it is a design you would love to see, a product type we do not carry yet, or a thought about our website. If you are an artist interested in licensing nature art to us, or a business interested in a larger order for an event, include as much detail as you can and we will reply personally. Please note that suggesting an idea does not create an obligation on either side; see our Intellectual Property Policy.
Complaints
If something has gone wrong and you are unhappy with how it was handled, reply to the last email in the conversation and write “Review” in the subject line. A different person will look at the whole conversation again. Our aim is to put things right, not to win an argument. If we still cannot agree, you remain free to use any consumer rights or dispute processes available where you live.
Privacy when you contact us
We use the information in your message only to answer it and to handle your order. Photos you send for damage claims are not published. Our Privacy Policy explains how long we keep messages and how to ask for them to be deleted.
Writing in another language
Our store and support operate in English. If English is not your first language, write in whatever way is comfortable; short sentences and photos help, and we will reply in clear, simple English.
Common reasons people write to us
“My tracking has not moved”
Tracking often pauses while a parcel travels between sorting centres or crosses a border. If it has not moved for 7 business days, email us and we will contact the carrier. Our Order Tracking page explains each status in detail.
“The size is not right”
Ask for an exchange within 60 days of delivery. Tell us the size you want; we pay to ship the replacement. If you are unsure which size to choose, send us the flat chest measurement of a top you like and the product link, and we will suggest one.
“Something arrived damaged”
We are sorry. Send photos of the item and the packaging. In most cases you do not need to send the item back, and we replace or refund it as you prefer.
“I need it by a certain date”
Tell us the date and your country before ordering. We will give you an honest estimate based on current production and transit times rather than a promise we cannot keep.
“Can I add a gift note?”
Yes. Add your message in the order notes at checkout. Where the print partner supports printed notes, it is included with the parcel; where they do not, we tell you before shipping so you can decide what to do. Prices never appear on packing slips.
“Can you print my own design?”
Not at the moment. Our products carry our own designs, and some items allow short personalised text such as a name or year. If you have an idea for a design you would like to see, we are happy to hear it, without any promise that we will make it.
“Do you ship outside the four countries?”
Not yet. We sell and ship to the United States, Canada, Australia and New Zealand only. If you live elsewhere, you can still order for a friend or family member in one of those countries. We will update our Shipping & Delivery page if this changes.
“Is my payment safe?”
Payments are processed by a payment provider over an encrypted connection; we never see your full card number. Our Payment Methods page explains what you will see at checkout and what to do if a payment is declined.
How we handle your message, step by step
- Your email arrives in our support inbox and is matched to your order using the order number or your email address.
- A team member reads the whole message and any photos, and checks the order status with the print partner or carrier if needed.
- You receive a written reply that either solves the problem or tells you exactly what happens next and when.
- If we are waiting on someone else, such as a carrier investigation, we write again when we have news or when the promised time is up, whichever comes first.
- When the issue is resolved, we confirm it in writing, including any refund amount or tracking number for a replacement.
Keeping everything in one email thread helps: reply to our last message rather than starting a new one, so the full history stays together.
Tips for photos
Good photos let us approve a damage or misprint claim on the first reply, without asking for more. When you photograph an item:
- lay it flat in daylight, near a window, and take one photo of the whole item;
- take a close-up of the problem area, such as a smudged print, a hole, a chip on a mug or a cracked ornament;
- include the size label for garments, so we can confirm the size that was sent;
- photograph the outer packaging and shipping label if the parcel was damaged in transit;
- attach the photos directly to the email rather than sending links to a cloud folder, if your email allows it.
Photos are used only to resolve your claim and, if needed, to show the print partner or carrier what went wrong.
Before you write: a quick self-check
A few questions answer themselves in under a minute. Has it been fewer than 5 business days since you ordered? Your item may still be in production, which is normal for made-to-order products. Did you receive a shipping email? The tracking link in it shows the latest scan. Is your question about sizing? Our Size Guide has measuring steps and fit advice by product. If none of these help, write to us; there is no such thing as a question too small.
Thank you
Every message helps us make the shop better. We look forward to hearing from you at [email protected].