Contact Us
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Write to us
The quickest way to reach Ink Hug is email: support@inkhug.shop. We reply within 24 hours on business days (Monday to Friday, excluding US public holidays). Email is our only support channel. That is a deliberate choice: personalized orders involve spellings, dates and photos, and having everything in writing means we can look at your order notes and pictures properly before we answer, and you have a record of what we agreed.
If you prefer a ready-made email with the right subject line, use our Submit a Ticket page. It opens a pre-addressed email for each topic, such as a change to an order, a return or a photo question.
Business details
- Business name: Ink Hug
- Address: 5498 W Pulley Lane, Herriman, UT 84096, US
- Email: support@inkhug.shop
- Website: inkhug.shop
- Reply time: within 24 hours on business days
Our address is for written correspondence. It is not a shop or showroom, and it is not a returns address. When you return an item, always use the prepaid label we email you, which carries the correct return address for your parcel.
What to include in your email
A complete first email usually means a complete first answer. Please include:
- Your order number, from the confirmation email, if your question is about an order.
- The name on the order and the email address you used at checkout, if you are writing from a different address.
- What you need, in a sentence or two: a change, a return, a delivery question, a photo question.
- The exact text, if you are changing a name, date or message. Write the whole line as it should be printed.
- Photos, if something arrived damaged or printed incorrectly: one of the whole item and one close-up of the problem.
- Your photo file, if you wrote “photo by email” in your order notes. Attach the original file rather than a screenshot.
Please never send card numbers, security codes, passwords or one-time codes by email. We do not need them to help you, and we will never ask for them.
Which page answers your question?
Many questions are answered straight away on one of our help pages. This table points you to the right one.
| Your question | Best page | Key fact |
|---|---|---|
| Where is my order? | Order Tracking | Processing 1–3 business days, then 7–14 business days in transit |
| Can I fix a typo or change the photo? | Cancel or Change an Order | Free changes within 24 hours of ordering |
| How do I return something? | Returns & Exchanges | 60 days from delivery, any reason, free return label |
| When will I get my money back? | Refund Policy | Within 7 days of receiving your return |
| Where do you ship, and how long does it take? | Shipping & Delivery | Free to the US, Canada, Australia and New Zealand |
| Which size should I choose? | Size Guide | Measure the sofa, chair or bed first |
| How do I add names and photos? | FAQs | Write them in the order notes box at checkout |
| How can I pay? | Payment Methods | Options are shown at checkout |
| What do you do with my photos? | Privacy Policy | Deleted 30 days after delivery |
Writing from a different email address
If you write from an address that is not the one on your order, include the full name and shipping postcode used at checkout. For changes to an address or a refund, we may ask you to confirm from the original email address, so that only the person who placed the order can change it.
Before you order: questions we are happy to answer
You do not need an order number to write to us. Customers often email before buying to ask:
- whether a particular photo is sharp enough for a pillow or for a large blanket;
- how a long name or a two-line message will fit;
- whether fleece or sherpa suits someone who is always cold, or someone in a warm climate;
- whether an order is likely to arrive before a birthday, anniversary or holiday;
- how to send a gift straight to someone in another country we ship to.
Attach the photo if your question is about one. We will give you an honest answer, including telling you when a photo is not a good fit for the size you had in mind.
After you order: how we handle your email
- We read your message and find your order using the order number or your checkout email.
- If you asked for a change within 24 hours of ordering, we update the order and confirm by email. Changes are only final once confirmed.
- If something needs a decision from you, for example a photo link that does not open, we pause the order and explain what we need.
- If you asked for a return or reported a problem, we reply with the next steps and, where needed, a free prepaid return label.
- We keep the email thread together, so please reply to our message rather than starting a new one; it keeps the whole history in one place.
Example emails you can copy
Not sure how to put it? These short examples cover the most common messages. Copy one, change the details, and send it to support@inkhug.shop.
Changing a name within 24 hours
Subject: Change order 1042. Message: “Hello, I ordered a name pillow cover an hour ago. Please print the name as Lucía, with an accent on the i, instead of Lucia. Everything else stays the same. Thank you.”
Sending a photo after ordering
Subject: Photo for order 1042. Message: “Hello, I wrote ‘photo by email’ in my order notes. The attached photo is for the sherpa blanket. Please keep my mother’s face near the center.”
Asking whether a photo will print well
Subject: Photo question before ordering. Message: “Hello, I would like this photo on a fleece throw. It was taken indoors in the evening. Is it sharp and bright enough, or would you suggest a pillow instead?”
Starting a return
Subject: Return order 1042. Message: “Hello, the fleece blanket arrived safely, but we have decided a pillow would suit better. I would like store credit, please. Could you send me the return label?”
Reporting a problem
Subject: Problem with order 1042. Message: “Hello, the pillow cover arrived with a mark near the zipper. Photos attached of the whole cover and a close-up. I would prefer a reprint.”
If you have not heard back
We reply within 24 hours on business days. If you have not heard from us after that:
- Check your spam, junk and promotions folders for a reply from support@inkhug.shop, and add the address to your contacts so future replies arrive in your inbox.
- Check that you sent the email to support@inkhug.shop, spelled exactly like that.
- Remember that weekends and US public holidays are not business days; a message sent on Friday evening is answered on the next business day.
- If it has still been more than one business day, send a short follow-up in the same thread with your order number. It moves your message to the top of our list.
Business days and busy seasons
Our 24-hour reply time applies on business days, Monday to Friday, excluding US public holidays. In the weeks before Christmas, Valentine’s Day, Mother’s Day and Father’s Day we receive many more questions about delivery dates. We keep the same reply target in those weeks, and the most useful thing you can do is include your order number and your question in the first email, so we can answer without asking for details.
If your question is about whether an order will arrive in time, remember that our processing time is 1–3 business days and transit to the US, Canada, Australia and New Zealand is 7–14 business days. We will always give you an honest view of whether a date is realistic, rather than a promise we cannot keep.
Gift recipients
If you received an Ink Hug pillow or blanket as a gift and something is not right, you can write to us too. Include the name on the parcel label and the order number if the buyer has shared it with you. Because the order belongs to the person who bought it, we may need to involve them to arrange a refund, but we will be discreet and will not share more than the order requires. Exchanges for a different size or a corrected spelling can often be arranged with the buyer’s confirmation.
Privacy requests
To ask what personal information we hold, to correct it, or to have it deleted, including asking us to delete your photos sooner than our standard 30 days after delivery, email us with the subject “Privacy request” from the address on your order. Our Privacy Policy explains your rights.
Copyright and intellectual property notices
If you believe something on our site, or something we printed, uses your copyrighted work or trademark without permission, please follow the steps in our DMCA policy and our Intellectual Property Policy. Sending a complete notice to the address given there helps us act quickly.
Beware of impersonation
We only email from addresses ending in inkhug.shop, and we only take payment through checkout on inkhug.shop. We do not contact customers by phone, text message or social media. If you receive a message that claims to be from Ink Hug and asks for payment, card details or passwords, do not reply. Forward it to support@inkhug.shop so we can warn other customers.
Response times at a glance
| Request | Our reply | What happens next |
|---|---|---|
| Any question by email | Within 24 hours on business days | We answer or ask for the detail we need |
| Change or cancel within 24 hours of ordering | Within 24 hours on business days | Change confirmed, or full refund for a cancellation |
| Return request | Within 24 hours on business days | Free prepaid return label by email |
| Return received | Email confirmation | Refund or store credit within 7 days |
Ideas, feedback and kind words
We also like hearing what worked. If a photo blanket made a grandparent cry happy tears, or a name pillow became a child’s favorite thing, tell us. If something on the site confused you, such as how to write a two-line message in the order notes, tell us that too. We read every message and use the feedback to make our product pages and help pages clearer. We will never publish your words or photos without asking you first.
Wholesale, press and partnership enquiries can go to the same address with a clear subject line, and we will reply as soon as we can.
Thank you for writing
Every message we receive is about a gift for someone who matters to you, and we read them with that in mind. Email support@inkhug.shop, and visit the Help Center any time for guides to ordering, shipping and returns.