Contact Us
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Questions about a size, a parcel, a return or a design you have your eye on? The quickest way to reach Pearltee is by email at [email protected]. Every message is read and answered by a person, and we reply within 1 business day. This page explains how to get the fastest answer, which page already covers your question, and how to reach us for business, press or rights matters.
Ways to reach us
- Email: [email protected]
- Support ticket: Submit a Ticket with a pre-filled topic, so your request lands in the right place.
- Reply time: within 1 business day, Monday to Friday, excluding public holidays.
- Post: Pearltee, 1863 Barclay St, Maplewood, MN 55109, United States.
Before you write: the answer may already be here
Many questions have a page with the full answer and every number you need. If your question is on this list, the linked page will get you there fastest; if it is not, or you need help with a specific order, email us.
| Your question | Best place to look | What you will find |
|---|---|---|
| Where is my order? | Order Tracking | Order lookup, status meanings, what to do if a parcel is late |
| How long does delivery take? | Shipping & Delivery | Free shipping to four countries, 1–3 day processing, 3–7 day transit |
| Which size should I order? | Size Guide | Chest and length for S to 5XL, how to measure, choosing between sizes |
| I need to change or cancel my order | Cancel or Change an Order | The 24-hour window and how to ask |
| I want to return or exchange a shirt | Returns & Exchanges | 60-day window, steps, who pays postage |
| When will I get my money back? | Refund Policy | Refunds within 7 calendar days of approval, amounts by situation |
| How do I pay? | Payment Methods | Currency, payment security, declined payments |
| Anything else | FAQs and Help Center | Quick answers on orders, sizing, care, account and privacy |
How to get the fastest reply
A complete first message means we can solve your request in one reply instead of three. Depending on your question, please include:
- Your order number, found in your order confirmation email, for anything to do with an existing order.
- The email address used at checkout, if you are writing from a different address.
- The design and size involved, especially for group orders with several sizes.
- Photos for damaged, faulty or wrong items: the whole shirt, a close-up of the problem, the size label and, if the parcel was damaged, the shipping label.
- What you would like us to do, for example “exchange for 3XL” or “refund please”. It helps us act straight away.
Please keep each request in one email thread. Replying to our last message, rather than starting a new email, keeps the whole history together and avoids duplicate answers.
What not to send us
For your safety, never send payment card numbers, security codes, bank login details or passwords by email or in a ticket. We will never ask for them, and we cannot use them. If you receive a message claiming to be Pearltee that asks for that kind of information, do not reply; forward it to [email protected] so we can warn other customers.
When we reply
We answer every email within 1 business day. Business days are Monday to Friday, excluding public holidays, so a message sent on Saturday morning is answered by the end of Monday. During the busiest weeks of the year, before Halloween and in the run-up to Christmas, we keep the same promise, but simple questions about delivery times are often answered faster by the Shipping & Delivery page.
Our replies come from [email protected]. If you are waiting for an answer, please add that address to your contacts and check your spam or promotions folder, because some email providers file replies there.
What happens after you write
- We read your message and match it to your order using the order number or the email address on the order.
- We check the facts: the order status, the tracking history, the sizes ordered, or the photos you sent.
- We reply with a solution or a clear next step, such as a return authorization, a confirmation that a change has been made, a carrier investigation reference or a sizing recommendation.
- We follow up if something depends on a third party, for example a carrier investigation, which can take up to 5 business days, or a refund, which reaches your original payment method within 7 calendar days of approval.
If we need more information, we ask for everything in one go rather than one item at a time.
Three examples of messages we can solve in one reply
A size exchange. “Hi, order 1234. The 2XL Vintage & Retro shirt is snug across the chest. Could I exchange it for a 3XL?” We reply with your return authorization and the next steps.
A delivery question. “Order 1235 to Auckland shipped last Tuesday and tracking has not moved for four days. Is that normal?” We check the tracking, explain where the parcel is and, if it passes our 7-business-day mark, open a carrier investigation.
A faulty shirt. “Order 1236. One of the four shirts has a smudge across the print. Photos attached.” We approve a replacement or refund in the same reply, usually without asking you to send the shirt back.
If you have not heard back
If more than 1 business day has passed without a reply, first check your spam, junk and promotions folders for a message from [email protected]. Then check that you sent your email to the correct address, spelled [email protected]. If you still have nothing, send a short follow-up with “Second request” and your order number in the subject line; we will prioritise it and look into why the first message did not reach us.
Urgent order changes
If you need to change a size or an address on an order you have just placed, put “Change” and your order number in the subject line so your email is handled first. Orders can be changed or cancelled free of charge within 24 hours of ordering, as long as they have not shipped. After a parcel has shipped, we can no longer change what is inside, but we can still help with an exchange once it arrives.
Questions about a design
Want to know more about a particular shirt before ordering, such as how large the print is on a 5XL compared with an S, or whether a design is likely to come back in a size that is currently unavailable? Send us the link to the product page and your question. We answer from the actual product information we hold, and if we do not know something for certain, we say so rather than guess.
Problems with the website
If a page will not load, the cart empties unexpectedly, a discount code is rejected or checkout shows an error, tell us what you were doing, which device and browser you were using and the exact wording of any error message. A screenshot is ideal. We will help you complete the order by email if needed and pass the details on so the problem can be fixed for everyone.
Sizing advice by email
Not sure whether to choose 2XL or 3XL, or what size to buy for someone else? Measure a T-shirt that fits well, laid flat across the chest and from shoulder to hem, and send us the numbers with a note about how you like your shirts to fit. We will recommend a size based on our Size Guide. If you are ordering for a group, you can send a list of measurements and we will suggest a size for each person.
Group, team and event orders
Planning matching shirts for a reunion, a fundraiser walk, a bachelor or bachelorette weekend or a team? Email us before you order with the design, the sizes you need, the delivery country and the date of your event. We will confirm whether every size is available and whether the date looks realistic with our shipping times, so there are no surprises a week before the big day.
Press, partnerships and artists
For press questions, collaboration ideas or licensing proposals from artists, email [email protected] with “Press”, “Partnership” or “Artist” in the subject line. Please describe your idea in the first message and include links to your work rather than attachments. We read every proposal, although we cannot reply in detail to all of them.
Copyright, trademarks and privacy
To report content you believe infringes your rights, follow the steps on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and other rights. For privacy requests, such as a copy of your data or deletion of your account, email us from the address linked to your order or account; our Privacy Policy explains your rights.
Business information
Pearltee is an online store selling original graphic T-shirts. Business name: Pearltee. Address: 1863 Barclay St, Maplewood, MN 55109, United States. Email: [email protected]. The address above is for correspondence; it is not a shop, and returns must only be sent to the return address we give you in your return authorization email, not to this address.
Customers outside the United States
We support customers in Canada, Australia and New Zealand by email in exactly the same way as customers in the United States. Because we answer within 1 business day on United States business days, a message sent on a Monday morning in Sydney or Auckland, which is still Sunday in the USA, will usually be answered during the following US business day. Time zones never affect your return window or any other deadline in our policies.
Feedback and ideas
We love hearing what you think: designs you would like to see, sizes or colours you wish we offered, parts of the site that were confusing, and what we did well. Feedback helps us decide what to add next. Send it to [email protected] with “Feedback” in the subject line.
Accessibility
If you have trouble using any part of the site with a screen reader, keyboard, magnification or another assistive technology, please tell us which page and what happened. We will help you complete your order by email and work on fixing the problem.
Open a support ticket
Prefer to start with a topic? Our Submit a Ticket page has one-click email links for orders, sizing, returns, refunds, payments and other questions, each with the subject line already filled in. It is the same team and the same 1-business-day reply; the subject line just helps us route your message faster.