Submit a Ticket

Last updated: October 29, 2026

A support ticket at The Cozy Print is simply an email with the right subject line and the right details. Starting from one of the links below means your message lands in the right place and we can help in a single reply — which matters most when a name needs fixing within the 24-hour change window. If you would rather write freely, email support@thecozyprint.shop at any time.

1. Choose your ticket type

After clicking, add your order number to the end of the subject line — for example, “Return request – order 1452”.

2. Fields that help us most

• Order number — from your confirmation email.
• Name and email used at checkout — write from that email address if you can.
• The item — “the 60×80 blanket”, “pillow”, “sweatshirt 3 (S)”.
• What you need — one or two sentences are enough.
• Photos — for damage, misprints and personalisation.
• Deadline — if you need it by a particular date, tell us the date and the country.

3. What happens after you send it

1. Received. Your email arrives in our support inbox.
2. Reply within 24 hours on business days. We answer your question, confirm a change, send a return label, or tell you what we are checking and when we will update you.
3. Follow-up. For carrier checks, returns and refunds, we email you at each step.
4. Closed. Our last email summarises what was agreed. Reply to it if anything is still open — the ticket reopens.

Requests to change or cancel count from the time your email reaches us, so send them as soon as possible within the 24-hour window, even outside business hours.

4. Writing a personalisation change ticket

This is the most time-sensitive ticket, so here is a template you can copy:

• Subject: Change personalisation – order 1452
• Item: Throw pillow, 18×18 in
• Current text: The Alvarex Family · est. 2009
• Correct text: The Alvarez Family · est. 2009

Always give the complete corrected line, not just the changed letter. We print exactly what is written, so a full line removes any doubt.

5. Writing a return ticket

• Subject: Return request – order 1452
• Item(s): Sweatshirt 2, size XL
• Reason: Too large (or “changed my mind” — that is fine too)
• Preference: Refund to original payment method / store credit

We reply with your free prepaid return label and instructions. Your refund is issued within 7 days of us receiving the return. The full process is on Returns & Exchanges, and the money side on the Refund Policy.

6. Writing a damage or misprint ticket

• Subject: Damaged or misprinted – order 1452
• What is wrong: Print has a smudge across the second name
• Photos: whole item, close-up of the problem, packaging
• Preference: reprint or refund

We may not need the item back; our reply will say. Any return postage is free.

7. Writing a “where is my order” ticket

Tell us the order number, the destination country and what the tracking page shows — for example, “No update since Tuesday” or “Says delivered, not here”. Check the Order Tracking page first; it shows your status and tracking details.

8. Writing a photo ticket

Photos are often the last piece of an order, and printing waits until they arrive. A clear photo ticket looks like this:

• Subject: Photos – order 1452
• Item: Photo blanket, 50×60 in
• Attached: 6 photos, named 1 to 6 in the order you want them
• Captions (if any): “Summer at the lake, 2025” under photo 1

Send original files from your phone or camera, not screenshots. If there are many photos, split them over two or three emails with the same subject. If a photo looks too dark or small for the size you chose, we will tell you before printing so you can send another.

9. Writing a question before you order

Pre-order questions are welcome, and they often save a return later. Useful details:

• the product and size you are considering;
• the names or text you want, and roughly how long they are;
• the photo you plan to use, attached;
• the date you need it by and the country it is going to.

Example: “I’d like a name blanket for my parents’ 40th anniversary on March 14 in Auckland, with their names and all eight grandchildren. Which size gives the names room, and is the date realistic?” We will reply with an honest suggestion, including whether the 8–17 business day estimate fits your date.

10. Writing a group or family order ticket

For reunion sweatshirts, a wedding party’s pillows or a set of blankets for a family event, send us a list before ordering:

• each product and quantity;
• for each piece: the name or text, size and colour;
• the delivery address (or several, if pieces go to different homes);
• the date you need them by.

We will explain how to enter it at checkout so that every piece is printed with the right name. Shipping is free to the United States, Canada, Australia and New Zealand, whatever the size of the order.

11. Clear tickets versus unclear ones

12. Tickets about gifts

If you received one of our pieces as a gift and something is wrong, you can open a ticket too. Include the name on the parcel or the order number if you have it, and photos if there is a problem. Refunds go to the buyer’s original payment method, but we can usually offer store credit in your name instead, and store credit never expires.

13. Tickets from Canada, Australia and New Zealand

Everything on this page works the same wherever you are. Our replies follow US business days, so a ticket sent on your Monday morning may reach us during our Sunday and be answered on our Monday. Mention your country in the ticket so our answer fits — for example, about import charges, which depend on your country’s rules.

14. Writing a refund question

• Subject: Refund question – order 1452
• What you returned and roughly when you dropped it off
• The date and amount in our “refund issued” email, if you received one
• What you see (or do not see) on your statement

We issue refunds within 7 days of receiving your return. After that, your bank or payment provider posts the refund on its own timeline, which can be longer for international cards. If our “refund issued” email arrived some time ago and nothing shows, ask your bank first with the date and amount; if that does not resolve it, we will send any reference details we have.

15. Writing a privacy request

• Subject: Privacy request
• What you would like: a copy of your information, a correction, deletion of photos, or closing your account
• The email address and, if possible, an order number linked to your information

We may ask you to confirm a detail of a past order to make sure we only act for the right person. Personalisation photos are deleted 30 days after delivery in any case; you can ask for earlier deletion at any time.

16. Why tickets go by email

We support customers by email only. It gives you a written record of every change to names, dates and photos, lets you attach pictures easily, and lets us look properly at your order notes before we answer. It also means nothing gets lost between a phone call and the printer: what you write is what we act on.

17. Tickets that need a little more time

Most tickets are solved in one reply. A few take longer because they depend on someone else — a carrier investigation, a return parcel in transit, or a bank posting a refund. In those cases our first reply, sent within 24 hours on business days, tells you exactly what we are waiting for and when you will hear from us next. You never need to open a second ticket for the same issue; just reply to our last email.

18. Keep it safe

• Never send card numbers, security codes, bank passwords or one-time codes. We will never ask for them.
• Only send photos you have the right to use; see our Intellectual Property Policy.
• Photos are used only for your order and deleted 30 days after delivery; see the Privacy Policy.
• Our only support address is support@thecozyprint.shop. Be wary of messages from other addresses using our name.

19. If you do not hear back

We reply within 24 hours on business days. If you have not heard from us:

1. Check your spam, junk and promotions folders.
2. Make sure the email went to support@thecozyprint.shop (spelled exactly).
3. If you attached many large photos, send a short follow-up without attachments — big messages are occasionally blocked.

20. Other ways to find answers

Most questions are answered in the FAQs and the Help Center. For timing, see Shipping & Delivery; for changes, Cancel or Change an Order; to reach us in general, Contact Us.

The Cozy Print · 171 Oliver St Apt 1, Newark, NJ 07105, US · support@thecozyprint.shop