Submit a Ticket
Last updated:
Open a support ticket
Choose the topic below that matches your question. Each link opens a new email to [email protected] with the subject already filled in, so your message reaches the right queue straight away. Add your order number and a few details, attach photos if relevant, and send. A person replies within 1 business day, Monday to Friday, Pacific Time.
Orders that are not yet delivered
- Cancel my order – within 24 hours of ordering, before production starts. Put the order number after the colon.
- Change size, colour, address or personalised text – same 24-hour window.
- Where is my order? – for orders still processing after 7 business days, or tracking that has not moved for 7 business days.
- Marked delivered but not received – after checking around the address and waiting one extra day.
- Will it arrive by a certain date? – before ordering, tell us the date and the destination country.
Orders that have arrived
- Exchange for a different size or colour – within 60 days of delivery.
- Return for a refund – within 60 days of delivery.
- Damaged, misprinted or defective item – attach photos of the item, the problem and the packaging.
- Wrong item received – attach a photo of the item and its label.
- Item missing from my parcel – check for a second shipping email first.
Payments and refunds
- Where is my refund? – refunds are issued within 7 days of approval; banks may need extra time.
- Payment question or double charge – include the date of the payment, never your card number.
- I forgot to use a discount code – within 24 hours, for a code that was active when you ordered.
- Request an invoice – tell us the name and details to include.
Products and sizing
- Help me choose a size – send the product link and the flat chest width and length of a top you like.
- Question about a product – materials, care, colours or availability.
- Bulk or group order – design, sizes, quantities and the date you need them.
- Suggest a design – we read every idea, though we cannot promise to make it.
Account, privacy and legal
- Account or sign-in help – we will never ask for your password.
- Privacy request – access, correction or deletion of your data, as described in our Privacy Policy.
- Copyright notice (DMCA) – follow the requirements on our DMCA page.
- Trademark, cultural or other IP concern – see our Intellectual Property Policy.
- Ask for a review of a decision – a different person will look at the whole conversation again.
If the links do not open an email
Some browsers and work computers are not set up to open email links. In that case, write a new email to [email protected] from any email account and copy the topic name into the subject line, followed by your order number, for example “Exchange request – order number: 1234”. It will reach us just the same.
What to write in your ticket
The more complete your first message is, the faster we can solve it, often in a single reply. A good ticket includes:
- Your order number from the confirmation email, or the name and email used at checkout if you cannot find it.
- What you want to happen, for example “exchange the L for an XL” or “refund the mug”.
- What went wrong, in a sentence or two, if something did.
- Photos for anything damaged, misprinted or wrong: the whole item, a close-up of the problem, the size label, and the outer packaging if it was damaged.
- Any deadline, such as a birthday, so we can prioritise it.
Please do not include your card number, passwords, or one-time verification codes. We never need them.
What happens after you send it
| Stage | What we do | When |
|---|---|---|
| Received | Your email lands in the support inbox, sorted by subject | Immediately |
| First reply | A person answers, solves it, or explains the next step | Within 1 business day |
| Waiting on others | We check with a print partner or carrier if needed | We update you when we hear back, or after 5 business days at the latest |
| Resolved | We confirm the outcome in writing: refund amount, replacement tracking, or the change made | As soon as it is done |
Replies come from an address ending in @nativehearttee.com. Reply in the same thread to keep the history together.
Response times and urgent tickets
We work Monday to Friday, Pacific Time, excluding US public holidays. Tickets sent in the evening or at weekends are answered on the next business day. Subjects that start with CANCEL or CHANGE are read first, because production can begin within 24 hours of ordering. For customers in Australia and New Zealand, our Monday is your Tuesday, so a ticket sent on your Monday morning is answered during your Tuesday.
Policies to read while you wait
- Returns & Exchanges Policy – how to send items back and swap sizes.
- Refund Policy – when refunds are approved and issued.
- Shipping & Delivery – production and transit times by country.
- Order Tracking – check your order status and read tracking messages.
- FAQs and Help Center – quick answers to common questions.
Examples of tickets that get solved in one reply
Exchange
Subject: Exchange request – order number: 1048. “Hi, the eagle tee in L is a bit tight across the chest. Could I exchange it for an XL in the same colour? Thanks.” We reply with the return address and confirm that the XL will be printed and shipped free once the L is on its way back.
Damaged item
Subject: Damaged or misprinted item – order number: 1102. “The ornament arrived cracked. Photos of the ornament and box attached. A replacement would be great.” We reply approving a free replacement, usually without asking for the broken one back.
Change of address
Subject: CHANGE – order number: 1131. “I ordered an hour ago and put my old address. The new one is 22 Pine Hollow Rd, Bend, OR 97701.” If production has not started, we update the address and confirm the change.
Missing parcel
Subject: Where is my order? – order number: 1187. “Tracking has said ‘in transit’ since the 3rd with no new scans. It is going to Auckland.” We contact the carrier for a trace and write back within 5 business days at the latest. If the parcel cannot be found, you choose a free reshipment or a full refund.
Refund check
Subject: Refund status – order number: 1210. “You approved my return last week; I don’t see the refund yet.” We send the date the refund was issued and the transaction reference so your bank can trace it.
Not sure which topic to choose?
| Your situation | Best topic | Time limit |
|---|---|---|
| Ordered less than 24 hours ago and something is wrong | CANCEL or CHANGE | 24 hours, before printing |
| Ordered, not shipped after 7 business days | Where is my order? | None |
| Shipped, tracking stuck for 7 business days | Where is my order? | None |
| Delivered, but it does not fit | Exchange request | 60 days from delivery |
| Delivered, but you no longer want it | Return request | 60 days from delivery |
| Delivered damaged, misprinted or wrong | Damaged or wrong item | 60 days from delivery |
| Return approved, refund not visible | Refund status | After 10 business days from our refund email |
| Something else | Product question, or simply write to us | None |
Tips for international customers
If you are in Canada, Australia or New Zealand, mention your country in the ticket. It helps us read tracking correctly, because parcels often pass from a US carrier to your national postal service partway through the journey. For returns, mark the parcel as returned goods so customs does not charge import tax on its way back; we cannot refund duties charged on return parcels. For refunds, remember that your bank converts US dollars into your currency, so the amount may differ slightly from the original charge because of exchange-rate movements.
Why we use email rather than a form
We keep support simple on purpose. An email gives you a written record of everything we promise, lets you attach photos easily from any device, and arrives in the same inbox our team works from every day. There is no account to create and nothing to log into. If we ever add a ticket form to this page, it will be tested first and it will send to the same inbox, so nothing changes about how quickly you hear back.
Keeping your ticket moving
- Reply in the same email thread rather than starting a new one, so the full history stays together.
- If we ask for a photo or a detail, sending it promptly lets us finish the case in one more step.
- One topic per ticket works best. If you have a return and a new size question, two short emails are fine.
- If you solve the problem yourself, for example a parcel turns up, a one-line reply lets us close the trace with the carrier.
Before you open a ticket
A few answers are instant. If you ordered less than 5 business days ago and have no shipping email yet, your item is most likely still being printed; that is normal for made-to-order products. If you have a shipping email, the tracking link inside shows the latest scan, and our Order Tracking page explains what each message means. If your question is about fit, the Size Guide shows how to measure a shirt you already own. And if your question is about money after a return, our Refund Policy has a step-by-step timeline. If none of these help, open a ticket; we would rather answer a question than have you wait and wonder.
Gift recipients
If you received a Native Heart Tee item as a gift and want a different size, you can open an exchange ticket yourself. Include the order number if the giver shared it; otherwise give us the giver’s name and roughly when it was ordered, and we will find it. We keep the conversation discreet: we do not tell the giver what was exchanged unless you ask us to. Refunds, if you prefer one, always go to the person who paid.
Accessibility
If email is difficult for you because of a disability, tell us how you would prefer to be contacted, or ask someone you trust to write on your behalf with your permission. We will make reasonable adjustments to help you.
Our details
Native Heart Tee is operated by Nativehearttee, 160 Azure St., Morro Bay, CA 93442, United States. Email [email protected]. The business address is not a returns address; returns go to the address in your approval email. More ways to get in touch are on our Contact Us page.