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\nA ticket at Thread Well is simply an email with a clear subject line. We do not use a web form or a separate help-desk login: your email client is the form, and our reply arrives in the same thread, so the whole conversation stays together. Choosing the right topic below helps us sort messages quickly, especially in busy seasons when many monogram crewnecks and holiday sweatshirts are being stitched at once.
\nClick the topic that fits best. If your email program does not open, copy the address support@threadwell.shop and type the subject shown in the table yourself.
\n| Topic | \nUse it for | \nOpen a ticket | \n
|---|---|---|
| Change my order | \nFixing a name, initials, thread colour, size, garment colour or address within 24 hours of ordering | \nEmail: change my order | \n
| Cancel my order | \nCancelling within 24 hours of ordering | \nEmail: cancel my order | \n
| Where is my order | \nA parcel that seems late, or a status you do not understand | \nEmail: where is my order | \n
| Start a return | \nSending something back within 60 days of delivery, including size or colour changes | \nEmail: start a return | \n
| Embroidery problem | \nLetters that do not match your note, a loose or pulled stitch, the wrong item received | \nEmail: embroidery problem | \n
| Refund question | \nChecking when a refund was sent or how store credit works | \nEmail: refund question | \n
| Before I order | \nSizing, thread colours, word length, delivery timing for a date | \nEmail: question before ordering | \n
| Group or club order | \nBook clubs, grade teams, families and bridal parties ordering several personalised pieces | \nEmail: group order | \n
| Privacy request | \nSeeing, correcting or deleting the personal data we hold about you | \nEmail: privacy request | \n
| Copyright or design concern | \nReporting a design you believe uses your work | \nEmail: copyright concern | \n
| Something else | \nAnything not listed above | \nEmail: general question | \n
A ticket with the right details gets a full answer on the first reply. Here is what helps for each topic.
\nChanges and cancellations are possible within 24 hours of ordering. We confirm every change by email. The rules are on Cancel or Change an Order.
\nThe Order Tracking page explains each order status and lets you look up your order first.
\nReturns are accepted within 60 days of delivery and we provide a free return label. See Returns & Exchanges.
\nPlease keep the item and its packaging until we reply. A return caused by our mistake costs you nothing.
\nRefunds are issued within 7 days of receiving your return; store credit never expires. Details are on the Refund Policy.
\nWe will check the list reads clearly before you order, which helps prevent mix-ups between similar pieces.
\nThe Privacy Policy describes your choices. Customer photos are deleted 30 days after delivery in any case.
\nPlease do not include card numbers, security codes, bank details, passwords or one-time codes in a ticket. Nobody at Thread Well will ever ask for them by email. If you receive a message claiming to be from us that asks for any of these, do not reply to it; forward it to support@threadwell.shop so we can let you know whether it is genuine.
\nPhotos should show only the item and the embroidery. You do not need to send pictures of yourself wearing it for us to help.
\n| Situation | \nWhat to expect | \n
|---|---|
| First reply | \nWithin 24 hours on business days | \n
| Change or cancellation request | \nAccepted when received within 24 hours of ordering; confirmed by email | \n
| Return | \nWithin 60 days of delivery, free return label provided | \n
| Refund | \nIssued within 7 days of us receiving your return | \n
| Store credit | \nNever expires | \n
The topic links work on phones too: tapping one opens your mail app with the subject filled in. If nothing happens, your phone may not have a default mail app set; copy our address instead and paste the subject from the table. Photos taken on a phone are perfect for embroidery problems, as long as they are in daylight and in focus.
\nIf a business day has passed with no reply, look in your spam, junk or promotions folder first: replies sometimes land there, especially with new email addresses. Then reply to your own ticket or send it again with “second message” in the subject. Messages sent on a weekend or a public holiday are answered on the next business day.
\nThese examples show how a ticket usually runs, so you know what to expect before you write.
\nFive hours after ordering a Script Name Left-Chest Tee, a customer realised she had typed “Katelyn” instead of “Kaitlyn”. She clicked “Change my order”, added her order number to the subject and wrote the correct spelling letter by letter. Because the message arrived inside the 24-hour window, we updated the note on her order and confirmed the change by email the same business day. Nothing else was needed from her.
\nThe organiser of a book club wanted six “book club” crewnecks in mixed sizes, two with the club name swapped in. She used “Group or club order” before buying and listed one line per member. We replied with one small question about a member whose size was missing, she filled it in, and then she placed a single order with the same list pasted into Order notes.
\nA Stacked Initials Monogram Hoodie in L turned out roomier than expected. The customer chose “Start a return”, said she wanted a refund to her original payment method, and placed a new order for an M straight away. We sent the free return label; when the L reached us, the refund was issued within 7 days.
\nOne letter on a Single Initial Dad Cap had a pulled stitch on arrival. The customer used “Embroidery problem” and attached two daylight photos. We apologised, explained how we would put it right, and the return for our mistake cost her nothing.
\nWe ship free from the USA to all four of our destination countries, with the same 1-3 business days of processing and 7-14 business days in transit. When you write about an order going outside the United States, please include the full address with postcode, province or state, and country, because international labels need every line correct. Duties and taxes depend on the destination country; if you are unsure what applies before ordering, open a “Before I order” ticket and we will help you find out. Read Shipping & Delivery for the full details.
\nBefore Mother’s Day, back to school, Halloween, Christmas and Valentine’s Day, more orders and more questions arrive at the same time. Our reply time stays within 24 hours on business days, but production calendars fill up, so questions about whether an order will arrive before a date are best asked early. If you are planning a holiday family set, such as tree-farm sweatshirts for the whole household, a ticket a few weeks ahead gives everyone room to breathe.
\nMany questions are answered on our FAQs page, and the Help Center links to every support page. For general contact details and our business address, see Contact Us. Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US. Support by email only, at support@threadwell.shop.
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