Submit a Ticket
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Open a support ticket
Choose the topic that fits best. Each link opens a new email to [email protected] with the subject already filled in; add your order number and details, then send. A person replies within 1 business day.
Why we use email tickets
Every support request at Shift Pride is handled by email, and each email you send becomes a ticket in our support inbox. That gives both of us a written record: what you asked, what we agreed, and any reference numbers for refunds, reprints or carrier claims. It also means you can write when it suits you, whether that is at 3 a.m. after a night shift, during a planning period or at the end of a long drive, and pick up the conversation later from any device.
The links above open your email app with the right subject line, which helps us route your ticket to the right person and answer faster. If the links do not open an email app on your device, simply write to [email protected] and copy the topic into your subject line yourself.
What to include in your ticket
| Ticket type | Required | Helpful |
|---|---|---|
| Change or cancel an order | Order number; exactly what should change (item, old value, new value) or “cancel” | New address in full, if the address changes |
| Where is my order? | Order number | Screenshot of the tracking page |
| Damaged, misprinted or wrong item | Order number; photo of the problem | Photo of the size label; whether you prefer a reprint or a refund |
| Return or exchange | Order number; which item; refund or exchange; new size or colour for exchanges | Reason, so we can improve |
| Refund question | Order number | Date of our refund email; your bank’s reference if you have one |
| Sizing or product question | Product link or name | Measurements of a shirt you own and like |
| Crew or bulk order enquiry | Quantity, styles, delivery postcode or ZIP, date needed | Size breakdown if you have it |
| Payment question | Order number, if an order exists | The message shown at checkout (not your card details) |
| Privacy request | What you want us to do: access, correct, delete or export | A past order number to help us verify you |
Never send these in a ticket
For your protection, please do not include any of the following in an email to us, even if someone claiming to be from Shift Pride asks for them:
- full card numbers, expiry dates or card security codes;
- bank account passwords or one-time codes sent by your bank;
- your Shift Pride account password or any other password;
- government identification numbers;
- medical, patient or student information from your workplace, even in a photo of your uniform or ID badge. Please crop out any workplace documents or badges from photos you send.
We never need these to help you. If you have sent something sensitive by mistake, tell us and we will delete it.
What happens after you submit
- Received. Your email arrives in our support inbox. Change and cancel requests are moved to the front of the queue because of the 24-hour window.
- Reviewed. A member of our team reads your ticket, checks your order and tracking, and looks at any photos.
- First reply within 1 business day. We either solve it straight away or explain the next step and when we expect to hear back from a carrier or production partner.
- Action. Reprints are placed into production, refunds are issued within 7 calendar days of approval, carrier claims are opened, changes are made.
- Closed. We confirm the outcome with any reference numbers. If you reply to that email, the ticket reopens automatically.
Response times by ticket type
| Ticket type | First reply | Typical resolution |
|---|---|---|
| Change or cancel | Within 1 business day, usually much sooner | Same day if production has not started |
| Damaged or wrong item with photo | Within 1 business day | Reprint placed or refund approved on reply |
| Lost parcel | Within 1 business day | Up to 5 business days of carrier investigation, then reprint or refund |
| Return or exchange | Within 1 business day | Depends on postage time; inspection within 2 business days of arrival |
| General question | Within 1 business day | Usually solved in the first reply |
If you do not hear back
Our replies come from an address ending in @shiftpride.com. If 1 business day has passed, check your spam, junk and promotions folders, and add [email protected] to your contacts. Workplace email systems at hospitals, schools and government agencies often filter outside messages; if you wrote from a work address, please write again from a personal address. Replying to your own original message keeps everything in one ticket.
Before you open a ticket
Many questions are answered instantly by our self-help pages. Check the Help Center for a topic overview, the FAQs for quick answers, Order Tracking for the status of your order, the Size Guide for fit questions, and our policies for shipping, returns and exchanges and refunds. If your answer is not there, a ticket is always welcome.
Tips for photos
When you send a photo of a problem, use daylight or a bright room, place the item flat, and take one photo of the whole item and one close-up of the issue. For prints, a photo straight-on rather than at an angle shows placement best. For mugs, include the box if it was damaged too. Phone photos are perfect; there is no need to scan anything.
Ticket topics explained
Change or cancel an order
Use this when you need to fix a size, colour, style, design, quantity or address, or stop the order entirely. It only works within 24 hours of ordering and before production starts, so send it as soon as you can. In the message, write exactly what should change, for example “Item 2, Teacher Mode tee: change size from M to L”. The rules are on Cancel or Change an Order.
Where is my order?
Before you write, try the form on Order Tracking; it often answers the question instantly. Write to us if tracking has not moved for 7 business days, if the parcel is past the estimated delivery range, or if tracking shows delivered but you cannot find it.
Damaged, misprinted or wrong item
Our mistake, our cost. Attach a photo and tell us whether you prefer a free reprint or a refund. You usually do not need to return the item.
Return or exchange
Use this within 60 days of delivery for any reason. Do not send the item until we reply with the return address and instructions. Full details are in the Returns & Exchanges Policy.
Refund question
Refunds are issued within 7 calendar days after approval. If your bank has not shown the refund 10 days after our refund email, open this ticket and we will send you the refund reference to give your bank.
Crew or bulk order enquiry
Use this before ordering for a group, especially when there is an event date. Tell us the quantity, styles, delivery postcode or ZIP and the date, and we will give you an honest estimate.
Privacy request
Ask to access, correct, delete or export your personal information, or to stop marketing emails. We verify requests before acting, usually by checking a past order sent to your email. See the Privacy Policy.
A ticket template you can copy
If you are not sure what to write, copy this outline into your email and fill in the parts that apply:
- Subject: [topic] – order [number]
- Name used at checkout:
- Email used at checkout (if different from the one you are writing from):
- Which item or items this is about (design, style, colour, size):
- What happened, in one or two sentences:
- What you would like us to do (change, cancel, reprint, refund, exchange, answer a question):
- Any date that matters (event, travel, deadline):
- Photos attached: yes or no
You do not need to fill in every line. The order number and what you would like us to do are the two that matter most.
Tickets for someone else’s order
If you are writing about an order someone else placed, for example a gift you received or a crew order your manager placed, we can help with exchanges and questions about delivery. For changes to payment, refunds or account details, we need to hear from the person who placed the order, so that their money and data stay protected. Include the buyer’s name and the order number if you have it, and we will explain the options.
Follow-ups and reopening a ticket
To add information to an open ticket, reply to our most recent email rather than starting a new message. That keeps your whole history in one thread, so you never have to explain twice. If a problem comes back after we closed a ticket, for example a reprinted shirt has the same issue, reply to the closing email and the ticket reopens. Within 60 days of delivery of the original order, a returning problem is handled under the same terms as the first.
If you need to send several large photos, you can split them across two or three replies to the same thread. Most email services limit attachment size, and a message that is too large may never arrive.
Language
Our support team writes in English. If English is not your first language, write in whatever way is easiest for you; short sentences and an order number are all we need. Please avoid voice messages or links to file-sharing services, which we cannot open for security reasons; attach photos directly to your email instead.
Your tickets and photos are kept only as long as described in our Privacy Policy, and are used only to solve your request.
Complaints
If you are unhappy with how we handled a ticket, reply to our last email with the word “Complaint” in the subject and explain what went wrong. A complaint is reviewed again from the start, by someone looking at the whole conversation, and we reply within 1 business day with what we will do. Your rights under consumer law in your country are not affected by our internal process.
Our business details
Shift Pride is operated by Shiftpride, 311 Florida Street, Knoxville, TN 37915, United States. This is a correspondence address, not a shop or a returns address. See Contact Us for more ways we can help.