Submit a Ticket

Last updated: October 2, 2026

A Pearltee support ticket is simply an email with the right subject line. Choose the topic below that best matches your question, and your email app will open a new message to [email protected] with the subject already filled in. Add your order number and the details listed for that topic, press send, and you will hear back from a person within 1 business day.

How tickets work

Pick a topic and click its link; your email app opens with the subject ready.
Add your order number and the details listed for that topic.
Reply time: within 1 business day, Monday to Friday, excluding public holidays.
Every reply in the thread stays together, so just reply to our email to continue.
Never include card numbers, security codes or passwords.

Choose a ticket topic

If clicking a link does nothing, your device may not have an email app set up. In that case, copy the address [email protected] into your webmail and type the topic name as the subject line. It works exactly the same.

What to include for each topic

Order question

Your order number, the email used at checkout and your question. If you are asking about something you saw at checkout, such as a price or a size option, a screenshot helps.

Change or cancel an order

Your order number and exactly what should change: “cancel the whole order”, “change the L to an XL” or the full corrected address. Changes and cancellations are free within 24 hours of ordering if the order has not shipped. Your request is final once we confirm it in writing. Details: Cancel or Change an Order.

Delivery and tracking

Your order number, the delivery country and what the tracking page shows. If tracking has not moved for 7 business days, or the parcel is 7 business days past the latest estimate, we will open a carrier investigation for you. If tracking says delivered but you cannot find the parcel, tell us where you have already looked. Details: Order Tracking and Shipping & Delivery.

Return or size exchange

Your order number, which shirt or shirts you want to return, the reason, and whether you want a refund or a different size. For an exchange, include the new size; if you are unsure, add the chest and length measurements of a shirt that fits you. You can request a return within 60 days of delivery. Details: Returns & Exchanges Policy.

Damaged, faulty or wrong item

Your order number and clear photos: the whole shirt, a close-up of the problem, the size label and, if the parcel arrived damaged, the outer packaging and shipping label. In most cases we can send a replacement or refund from the photos alone, without you posting anything back.

Refund question

Your order number and the date of our approval email. Approved refunds reach your original payment method within 7 calendar days; if that time has passed, we will send the refund reference so your bank can trace it. Details: Refund Policy.

Payment question

The date and amount of the payment, the last four digits of the card if relevant (never the full number), and what went wrong, for example a declined payment, a duplicate charge or a pending line that has not disappeared. Details: Payment Methods.

Sizing help

The design you are considering, how you like your T-shirts to fit (close, regular or relaxed), and either your chest measurement or the laid-flat chest width and length of a T-shirt you like. We will recommend a size from S to 5XL based on our Size Guide.

Group or event order

The design or designs, how many of each size, the delivery country and the date of the event. We will confirm availability and whether the date fits our 1–3 business day processing plus carrier transit time.

Account or privacy request

Send this from the email address linked to your account or orders, and say what you would like: a copy of your data, a correction, account deletion or an unsubscribe. We may ask you to confirm a detail from a recent order to verify it is you. Details: Privacy Policy.

Copyright or IP report

Follow the checklist on our DMCA page for copyright, or our Intellectual Property Policy for trademarks, publicity and other rights. Complete reports are reviewed within 5 business days.

Something else

Feedback, design suggestions, press questions or anything that does not fit above. Tell us as much as you can, and we will route it to the right place.

What happens after you send a ticket

Pearltee support ticket timeline
Stage	What happens	When
Received	Your email arrives in our support inbox and is matched to your order.	Immediately
First reply	A person answers with a solution, a confirmation or the one thing we still need.	Within 1 business day
Action	We make the change, issue the return authorization, approve the refund or open a carrier investigation.	Usually in the first reply
Follow-up	We update you when a carrier investigation (up to 5 business days) or a return inspection (within 2 business days of arrival) is complete.	As soon as we know
Closed	The issue is resolved. Reply to the same thread any time to reopen it.	When you are happy

Tips for a faster resolution

One topic per email. If you have a delivery question and a sizing question, two short emails get answered faster than one long one.
Keep the subject line. It tells us the topic at a glance. Add your order number after the colon.
Reply in the same thread. Starting a new email for a follow-up can create duplicate tickets and slow things down.
Attach photos rather than links. Photos attached to the email are easier for us to see than links to cloud folders.
Check spam for our reply. Add [email protected] to your contacts so our answers land in your inbox.

Which tickets we handle first

Every ticket gets a reply within 1 business day, but a few kinds of request are time-critical, so we look at them first each morning:

Change or cancel requests for orders placed in the last 24 hours, because the parcel may be about to leave us.
Address corrections for orders that have not shipped yet.
Damaged, faulty or wrong items, especially in group orders where several people are waiting on one shirt.
Delivery problems close to an event date that you have mentioned.

Using the matching topic link above is the easiest way to make sure your ticket is recognised as one of these.

Example tickets

Subject: Change or cancel – order number: 1240. “Please change the Medium Outdoors shirt to a Large. Everything else stays the same.” We confirm the change in writing; if the order has already shipped, we explain how to exchange it instead.

Subject: Damaged or wrong item – order number: 1241. “I ordered two 4XL Holiday shirts and received one 4XL and one XL. Photo of both labels attached.” We ship the missing 4XL free of charge and send a prepaid label only if we need the XL back.

Subject: Sizing help. “My favourite tee measures 25 inches across the chest and 31 inches long. I like a relaxed fit. Which size should I order?” We compare your numbers with our chart and recommend a size, noting what the next size up would change.

Following up on a ticket

To add information, such as an extra photo or the tracking number for a return you have posted, simply reply to our last email. Your message joins the same ticket, and whoever picks it up sees the whole history. If you need to change your request completely, for example from an exchange to a refund, say so clearly at the top of your reply so nothing is missed.

If you have waited more than 1 business day without a reply, check your spam and promotions folders first, then send a short follow-up with “Second request” in the subject line. We will look into why the first message did not reach us.

How we treat every ticket

We read every message in full before answering, we give you a clear yes, no or next step rather than a vague reply, and we keep the numbers in our answers identical to those in our policies: 60 days to request a return, refunds within 7 calendar days of approval, changes free within 24 hours before shipping. If we make a mistake, we say so and fix it. In return, we ask that messages to our team stay courteous; we reserve the right to close conversations that become abusive, while still honouring every policy commitment on your order.

Keep your information safe

Support tickets travel by ordinary email, so please never include full payment card numbers, card security codes, bank login details or passwords. We will never ask for them, by email or any other way. If someone claiming to be Pearltee asks you for that information, do not reply, and forward the message to [email protected]. Our Privacy Policy explains how we store and protect the information you do send us, such as your name, address and photos.

Tickets from gift recipients

If you received a Pearltee shirt as a gift and need a different size, you can open a ticket yourself using the “Return or size exchange” link. Include the order number from the packing slip if you have it, or the name of the person who sent the gift and the delivery address. We arrange the exchange directly with you and only contact the buyer if we cannot identify the order any other way.

Before you open a ticket

Some questions are answered instantly on our help pages, any time of day. Our Help Center brings every topic together, and our FAQs cover the most common questions about orders, sizes, shipping times, returns, refunds and payments. If your question is about your own order, though, a ticket is always the right move; we can see details that no help page can.

Other ways to reach us

You can also write directly to [email protected] with any subject line, or send post to Pearltee, 1863 Barclay St, Maplewood, MN 55109, United States. Post takes much longer than email, so please use email for anything time-sensitive, especially order changes within the 24-hour window. See Contact Us for more about how we handle questions.