Submit a Ticket
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A support ticket at Gift Meadow is simply an email with the right subject line, so it lands in the right place and gets the right answer the first time. Pick the topic below that matches your question: the link opens a new email to [email protected] in your email app with the subject already filled in. Add your details using the checklist under each topic and press send. We reply to every ticket within 24 hours on business days.
Tickets in brief
- Where tickets go: [email protected] — our only support channel.
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Most useful detail: your order number, from the order confirmation email.
- For damage or print problems: attach two or three photos, including the shipping label.
- Never include: card numbers, security codes, bank details or passwords.
Choose your topic
1. Change or cancel an order
Open a change or cancellation ticket
Include: your order number; exactly what should change (size, colour, design, personalisation text, items or address) or “cancel the whole order”; the new text written exactly as it should be printed. Changes and cancellations are free within 24 hours of ordering, counted from when your email arrives. See Cancel or Change an Order.
2. Where is my order?
Include: your order number; the delivery address; the last tracking status you saw, if any. Before writing, compare today with the usual window — 1–3 business days to prepare plus 7–14 business days in transit — and check Order Tracking.
3. Return or exchange
Include: your order number; which items are coming back; the reason; whether you would like an exchange (and for what size or colour), a refund or store credit. You have 60 days from delivery and the return label is free. See Returns & Exchanges.
4. Damaged item or printing problem
Include: your order number; two or three photos (the whole item, a close-up of the problem, the shipping label); whether you would prefer a replacement or a refund. If the printed words differ from what you typed, tell us which words. Photos are deleted 30 days after delivery of the order or its replacement.
5. Refund question
Include: your order number; the date your return was dropped off or your cancellation confirmed. Refunds are sent within 7 days of your return reaching us. See the Refund Policy.
6. Sizes and product questions
Include: the product name and the size or colour you are considering; your measurements (door frame width, porch post height, bed or lawn space). Ask about fabric, backing, print sides or care here too. The Size Guide may already have the answer.
7. Personalisation question before ordering
Include: the product name; the exact text you plan to type. We can tell you whether it fits the box, whether a phrase is something we print, and how long names usually look on the chosen size. We do not send proofs or mockups.
8. Payment question
Include: your order number if an order was created; what happened at checkout; the date and amount on your statement if you are asking about a charge. Never send card details. See Payment Methods.
9. Privacy request
Include: what you would like (a copy of your data, a correction, deletion, or closing your account); write from the email address used for your orders. See the Privacy Policy.
10. Copyright or intellectual property concern
Include the details listed on our DMCA page or Intellectual Property Policy.
11. Anything else
Ideas for new designs, bulk orders for a family reunion or a street of new neighbours, accessibility help, or feedback about your order — all welcome. If you are not sure which topic fits, choose this one; we will sort it out on our side.
If the ticket links do not open an email
Some browsers and work computers are not set up to open an email app from a link. In that case, write a new email to [email protected] from any email account and copy the subject line from the topic above, for example “RETURN or EXCHANGE – order number: 1057”. It reaches the same inbox and is answered just as quickly.
What happens after you send a ticket
| Step | When | What you receive |
|---|---|---|
| Your email arrives | Immediately | For changes, this time counts for the 24-hour window |
| We reply | Within 24 hours on business days | An answer, a decision, or a free return label and instructions |
| Follow-up, if we need a carrier or print partner | As soon as we hear back | An update with what we found and the next step |
| Resolution | When the change, exchange, refund or replacement is done | A written confirmation by email |
Tips for a one-reply answer
- One ticket per order keeps things tidy; if you have two orders, mention both numbers.
- Keep replies in the same email thread so the history stays together.
- Write personalisation text exactly as it should be printed — capitals, apostrophes, spaces.
- For size questions, give measurements in inches if you can.
- For gifts, tell us the name on the parcel and the delivery address.
Example tickets
A change inside the 24-hour window
Subject: CHANGE or CANCEL – order number: 1071. “Hello, on the Grandkids Names Garden Flag please change the names to: Ava, Leo, Mia, Sam, Zoe — I forgot Zoe. The title stays Nana’s Garden. Thank you!” We reply with the full new text written out so you can check it once more, and confirm when the change is made.
A doormat that is too big
Subject: RETURN or EXCHANGE – order number: 1088. “The Daisy Row Welcome doormat in 36 × 24 in is wider than our apartment door. Could I exchange it for 24 × 16 in?” We reply with a free return label, and once the mat reaches us, the smaller one goes into preparation and the price difference is refunded within 7 days.
A parcel that seems late
Subject: WHERE IS MY ORDER – order number: 1094. “Ordered 19 business days ago, shipping to Ontario, Canada. Tracking last updated 6 days ago in the US.” We check with the carrier, update you, and if the parcel cannot be found agree a replacement or a refund with you.
A question before buying
Subject: PRODUCT or SIZE QUESTION. “Our front door frame is 36 inches wide with a storm door that opens outward and sits about 1 inch above the step. Which mat size would you suggest?” We reply with a recommendation and the reason, so you can decide with confidence.
What a ticket can and cannot do
| Request | Can we do it? | Notes |
|---|---|---|
| Fix personalisation text | Yes, within 24 hours of ordering | After that, if not yet printed, we still try |
| Change size or colour | Yes, within 24 hours | Any price difference requested or refunded |
| Send to a different address | Yes, within 24 hours | Only to the US, Canada, Australia or New Zealand |
| Return or exchange | Yes, within 60 days of delivery | Free return label for every approved return |
| Proof or mockup before printing | No | We print exactly what is typed |
| Upload a photo or logo | No | Personalisation uses typed text only |
| Print a team, brand or character name | No | See our Intellectual Property Policy |
| Guarantee a delivery date | No | We give honest estimates: 1–3 + 7–14 business days |
Tickets from gift recipients
If you received a Gift Meadow flag, mat or sign as a present and something is not right, you can open a ticket yourself. Use the return or damage topic above, and instead of an order number tell us the name on the parcel and roughly when it arrived. We find the order and offer an exchange or store credit in your name, or check with the buyer if you would like a refund to go back to them.
Bulk and group orders
Ordering several personalised pieces at once — family-name flags for every sibling, welcome mats for a new street, garden signs for a community plot? Use the general ticket and send a simple list with one line per piece: product name, size, colour (where offered) and the exact text. We confirm what we can do and how long it will take before you place the order, so there are no surprises. Each piece is still printed exactly as written in your list, without a proof, so the list is worth checking twice.
Accessibility support
If our website is hard to use with assistive technology, or you would prefer to order entirely by email, open a general ticket and tell us what would help. We can send product details and policies as plain text and walk you through an order step by step.
Following up on a ticket
If you need to add something — a photo you forgot, a second name for a flag, a change of mind about refund or store credit — reply in the same email thread rather than starting a new ticket. Everything stays together and nothing gets answered twice. If 24 business hours have passed without a reply, check your spam folder first, then send a one-line follow-up in the same thread; it moves your ticket back to the top of the inbox.
Response times and business days
Our business days are Monday to Friday, excluding US public holidays. A ticket sent on Friday evening is answered on Monday — still within 24 hours of the next business day starting. Because the 24-hour change window counts from when your email arrives, you never lose your chance to fix a typo just because it is the weekend.
Keeping your information safe
We only ask for what we need to help: your order number, the email used at checkout, the delivery address for a parcel question, and photos for a damage claim. We never ask for card numbers, security codes, bank details, passwords or one-time passcodes. Our replies always come from an address ending in @giftmeadow.shop. If you receive a message that looks like ours but asks for payment details, do not reply — forward it to us.
Other ways to find answers
Many questions are answered instantly on our FAQs page and in the Help Center. For delivery times, see Shipping & Delivery; to reach us in other ways, see Contact Us. Thank you for taking the time to write to us.