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\nAt Ink Hug, a support ticket is simply an email to support@inkhug.shop with a clear subject line. Choose the topic below that matches your question: each link opens a new email in your mail app, already addressed to us, with the subject filled in. Add your order number and the details we ask for, then send it. We reply within 24 hours on business days, and every reply stays in the same email thread so your whole conversation is in one place.
\nWe use email rather than a web form so that you can attach photos, so that you have a copy of everything you sent, and so that our replies come straight to your inbox. Email is our only support channel.
\n| Ticket type | \nOpen the email | \nPlease include | \n
|---|---|---|
| Change my order (within 24 hours) | \nChange order ticket | \nOrder number, item, and the full corrected text or new address | \n
| Cancel my order (within 24 hours) | \nCancel order ticket | \nOrder number | \n
| Send a photo for my order | \nPhoto ticket | \nOrder number, the original photo file, which item it is for | \n
| Where is my order? | \nDelivery ticket | \nOrder number, tracking number if you have it, shipping postcode | \n
| Return or exchange | \nReturn ticket | \nOrder number, the item, refund, store credit or exchange | \n
| Damaged or misprinted item | \nProblem ticket | \nOrder number, a photo of the whole item and a close-up | \n
| Refund question | \nRefund ticket | \nOrder number, date of return or cancellation | \n
| Question before ordering | \nPre-order ticket | \nThe product you are considering; attach the photo if it is a photo question | \n
| Privacy request | \nPrivacy ticket | \nWhat you would like us to do: copy, correct or delete your data | \n
| Copyright or IP notice | \nIP ticket | \nThe details listed on our DMCA page | \n
If the links do not open an email on your device, copy the address support@inkhug.shop into your mail app and type the subject yourself, for example “Return – order number: 1042”.
\nDo not send card numbers, card security codes, bank details, passwords or one-time codes. We never need them to help you, and we will never ask for them. If someone claiming to be Ink Hug asks for them, do not reply, and forward the message to us.
\nBusiness days are Monday to Friday, excluding US public holidays. A ticket sent on Saturday is answered by the end of the next business day.
\nChanges and cancellations are free within 24 hours of ordering. The time your email reaches us counts, even if we reply the next business day. Write the full line exactly as it should be printed, not just the letter that changes. For example: “Please print: Ava & Theo, 06.14.2025 (two lines)”. Read Cancel or Change an Order.
\nAttach the original file from your phone or camera. If the email app offers to reduce the size, choose “actual size”. If the file is very large, a share link that opens without a login also works. Tell us which item the photo is for, and anything about cropping, such as “keep both dogs in the picture”.
\nProcessing takes 1–3 business days and transit 7–14 business days to the US, Canada, Australia and New Zealand. If the transit estimate has passed, include your tracking number and we will open an enquiry with the carrier. See Order Tracking.
\nReturns are accepted within 60 days of delivery for any reason, and we provide a free return label. Tell us whether you want a refund, store credit or an exchange. For an exchange, include the new size or style and the exact personalization. See Returns & Exchanges.
\nTwo photos help us most: the whole item laid flat, and a close-up of the problem. Include a photo of the packaging if the parcel arrived damaged. We will offer a free reprint or a refund, and often we will not need the item back.
\nRefunds are issued within 7 days of receiving your return, or of confirming a cancellation or approved claim, to your original payment method. If you have not seen the money a week after our refund email, include the refund date from that email and we will check. See the Refund Policy.
\nSubject: Photo for order – order number: 1042
\nMessage: “Hello, I wrote ‘photo by email’ in my order notes for the sherpa blanket. The photo of my parents at the lake is attached. Please keep both faces in the center and print ‘Mom & Dad, 40 years’ underneath. Thank you, Jordan.”
\nThat one email tells us the order, the item, the photo, the crop and the text. It means we can continue straight away without another round of questions.
\nSubject: Change order – order number: 2087
\nMessage: “Hi, I ordered two name pillows this morning. On the second pillow, please print ‘Theodore’ instead of ‘Theo’. The first pillow stays as ‘Ava’. Thanks, Sam.”
\nSubject: Delivery question – order number: 2087
\nMessage: “Hello, my parcel to Wellington shipped twelve business days ago and tracking has not moved for a week. The tracking number is in your shipping email. Could you check with the carrier? Thank you.”
\nSubject: Return – order number: 2087
\nMessage: “Hi, the fleece throw is lovely but too small for our bed. I would like to return it for store credit and order a larger sherpa blanket later. Please send the return label.”
\nSubject: Question before ordering
\nMessage: “Hello, I want a memorial pillow for my aunt with my uncle’s photo. The only picture I have is an old print. I have attached a phone photo of it. Would it print clearly on a pillow?”
\nIf you received an Ink Hug pillow or blanket as a gift, you can open a ticket too. Use the Problem or Return ticket and include your name, the delivery address and, if you know it, the order number. Because the order belongs to the person who paid for it, refunds go back to them and we may ask them to confirm certain changes. We will be discreet and only share what is needed to sort out the order. For a size exchange or a corrected spelling, we can often arrange a replacement once the buyer agrees.
\nSome tickets are time-sensitive. A wrong name noticed an hour after ordering, a wrong shipping address, or a photo link that does not open can all affect whether your order prints correctly. For these, put the word “Urgent” at the start of your subject line, for example “Urgent – Change order – order number: 2087”, and include everything we need in the first message. We work through tickets in the order they arrive, and an urgent ticket with complete details can usually be acted on straight away. Please keep “Urgent” for changes within the 24-hour window and address problems, so it stays meaningful.
\nFor a gift with a fixed date, such as a funeral, a wedding or a birthday party, say the date in your ticket. We cannot speed up carriers, but we will tell you honestly whether the date looks realistic based on our 1–3 business day processing and 7–14 business day transit times.
\nWe reply in English. If English is not your first language, write in the way that is most comfortable for you, keep sentences short, and include the order number and photos; we will do our best to understand and will ask if something is unclear. If you use assistive technology and any part of our site or checkout is hard to use, please tell us in a ticket with the page address and what happened. We will help you complete your order by email and use your feedback to fix the page.
\n| Ticket | \nFirst reply | \nResolution | \n
|---|---|---|
| Any ticket | \nWithin 24 hours on business days | \nDepends on the request | \n
| Change or cancel within 24 hours | \nWithin 24 hours on business days | \nChange confirmed, or full refund within 7 days of confirmation | \n
| Return | \nWithin 24 hours on business days, with a free label | \nRefund or credit within 7 days of receiving the return | \n
| Damaged or misprinted item | \nWithin 24 hours on business days | \nFree reprint or refund | \n
| Privacy request | \nWithin 24 hours on business days | \nAction confirmed by email | \n
Some questions are answered instantly on our help pages, any time of day:
\nInk Hug, 5498 W Pulley Lane, Herriman, UT 84096, US. Email support@inkhug.shop. This address is for correspondence only; returns go to the address on the prepaid label we email you. More on our Contact Us page.
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