Contact Us
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How to reach us
- Email: support@kinfolktee.com
- Response time: a real person replies within 1 business day (Monday to Friday, excluding US public holidays).
- Prefer a form-style request? Use our Submit a Ticket page.
- Business details: Kinfolktee (Kin Folk Tee), 208 Wynbrook Dr, Nashville, TN 37221, United States. This is not a returns address or a shop you can visit.
We are glad you are here
Whether you are organising shirts for forty cousins, trying to work out whether Dad is an L or an XL, or wondering where Grandma’s birthday parcel has got to, we want to help. Kin Folk Tee is a small online shop, so email is the way we talk to customers. It lets us look up your order properly, send you photos or links, and keep a written record so nothing gets lost between conversations.
Every message is read and answered by a person. We aim to reply within 1 business day, and often sooner. Messages sent on a weekend or a US public holiday are answered on the next business day.
What to include in your message
The more we know up front, the faster we can solve things. Please include:
- Your order number, found in your order confirmation email (for example “Order #1234”).
- The name and email used at checkout, if you are writing from a different email address.
- What you need: a size exchange, a return, an address change, a delivery problem, a product question.
- Photos if something arrived damaged, misprinted or wrong: one of the problem and one of the size label or packaging.
- Any deadline, such as a reunion date or a birthday, so we can tell you honestly what is possible.
Please never send
Card numbers, security codes, bank details or passwords. We will never ask for them by email, and you should never need to share them to get help with an order.
Find the right help faster
Many questions are already answered on our policy pages. This table points you to the right place, and you can always email us if you still need help.
| Your question | Best page | When to email us |
|---|---|---|
| Where is my order? | Order Tracking | No movement 7 business days after the latest estimate |
| How long will delivery take? | Shipping & Delivery | You need it by a specific date |
| I want to return or exchange | Returns & Exchanges | To start any return, within 60 days of delivery |
| When will I get my money back? | Refund Policy | Refund not visible after your bank’s posting time |
| I need to change or cancel | Cancel or Change Order | Immediately, within 24 hours of ordering |
| Which size should I pick? | Size Guide | You are between two sizes |
| How do I pay? | Payment Methods | A payment failed or you see a double charge |
| Everything else | FAQs and Help Center | Any time |
Orders and delivery
For questions about an order you have placed, start with the Order Tracking page, where you can check the status with your order number and billing email. Every Kin Folk Tee item is printed after you order, so a status of “Processing” for 1–3 business days is normal. Once your order ships, you receive an email with tracking where the carrier provides it. If your parcel seems stuck, or the tracking says delivered but nothing has arrived, email us with your order number and we will take it up with the carrier.
Returns, exchanges and refunds
You have 60 days from delivery to start a return or exchange, for any reason. Email us before sending anything back, because we will give you the right return address and, if the problem is our fault, a prepaid label. Once a return is approved, refunds are issued within 7 calendar days. Size exchanges are the most common request we get, and they are usually quick: tell us the new size, and we print it.
Changing an order
Spotted a typo in the address or the wrong size in your cart after ordering? Write to us straight away. Within 24 hours of ordering, and before the order ships, we can usually change or cancel it. After that, printing may already have started. Put “Change order” and your order number in the subject line so we see it quickly.
Product and sizing questions
Not sure which size to choose, how a sweatshirt fits compared with a tee, or whether a mug is dishwasher safe? Check the product page and our Size Guide first, then email us with the product link and your question. If you tell us the measurements of a garment that already fits the person, we can help you compare.
Family group and reunion orders
Planning a big order for a reunion, a family trip or a holiday photo? We are happy to help you plan. Email us with the approximate number of pieces, the products you are considering and your event date. We will let you know realistic timing for printing and delivery to your country, and how to collect sizes so that the order goes smoothly. We do not offer custom designs at the moment, but we can suggest designs from the shop that work well together.
Gifts sent to someone else
If you sent a gift directly to a relative and they need a different size, either of you can contact us. The recipient should include the order number if they have it, or the buyer’s name and the shipping postcode so we can find the order. Exchanges for gifts follow the same 60-day window.
Press, partnerships and permissions
If you would like to feature our products in a gift guide, use one of our images, or talk about a collaboration, email us with “Partnership” in the subject line. For questions about intellectual property, see our Intellectual Property Policy and DMCA page.
Privacy requests
To ask for a copy of your personal information, a correction, or deletion, email us from the address linked to your orders. Our Privacy Policy explains your rights and how we confirm your identity before acting on a request.
Feedback and design ideas
Have a family saying that would make a great shirt? Something on the site that confused you? A part of your order experience that went really well, or really badly? We read all of it, and it genuinely shapes what we do next. Feedback emails do not need an order number.
Example messages that get the fastest answers
You do not need to write a long letter. These short examples show the kind of message that lets us act on the first reply.
A size exchange
“Hi, order #1234. The Grandpa hoodie in L is too snug for my dad. Could I exchange it for an XL in the same colour? It has not been worn or washed.” That tells us the order, the item, the new size, and the condition, so we can approve it and send return instructions in one go.
A damaged item
“Order #1235 arrived today and one of the two mugs is cracked. Photos of the mug and the box are attached. A replacement would be great.” With the photos attached, we can usually approve a free replacement immediately, without asking you to send anything back.
A delivery problem
“Order #1236 to my mother in Calgary. Tracking has said ‘in transit’ for nine business days and the estimate has passed. Can you check?” This gives us the order, destination and timeline, so we can open a carrier investigation straight away.
A reunion question
“We need about 22 tees in mixed adult and youth sizes for a reunion in Ohio on July 19. Is there still enough time if I order this week?” We will reply with an honest yes or no and a suggested order-by date.
Response times at a glance
| Request | First reply | Typical resolution |
|---|---|---|
| Order change or cancellation | Within 1 business day | Confirmed in the same reply if inside the 24-hour window |
| Damaged, misprinted or wrong item | Within 1 business day | Replacement or refund approved from your photos |
| Return or exchange | Within 1 business day | Inspection within 2 business days after the item arrives |
| Refund | Within 1 business day | Issued within 7 calendar days of approval |
| Late or lost parcel | Within 1 business day | Carrier investigation of up to 5 business days, then replace or refund |
| Product or sizing question | Within 1 business day | Usually answered in the first reply |
Accessibility
If any part of our website is hard to use with a screen reader, keyboard navigation or zoom, or if you need information from a page in a different format, please email us. We will help you place an order or find the information you need, and we will use your feedback to improve the site.
Before you write: a quick checklist
- Have you checked your order status on Order Tracking? Many “where is it” questions are answered there in seconds.
- Is your question about a date? Compare today with the production and transit estimates on Shipping & Delivery.
- Is a refund on its way? Our refund email includes the date it was issued; banks then need their own posting time.
- Has it been less than 24 hours since you ordered? If you need a change, say “urgent change” in the subject so we prioritise it.
- Do you have photos? For any damage or print problem, photos save a round of emails.
None of this is required. If you are unsure, just write to us in your own words and we will work it out together.
Writing from Canada, Australia or New Zealand
We answer emails on US business days, so depending on your time zone our reply may arrive overnight. Questions about customs charges, international delivery estimates or returning an item across the border are welcome; include your country in the message so we can give you the right answer for your destination.
Our business details
Kin Folk Tee is the shop name of Kinfolktee, 208 Wynbrook Dr, Nashville, TN 37221, United States. We operate online only. Please do not send returns or parcels to this address unless we have asked you to in writing; returns go to the address in your return approval email.
How we handle your message
- Your email arrives in our support inbox and is read by a person.
- We look up your order and check what has happened so far.
- We reply within 1 business day with an answer, a next step, or a question if we need more information.
- For returns, refunds and delivery problems, we keep the conversation in one email thread until it is resolved.
If you do not hear back within 1 business day, please check your spam or promotions folder, then send a short follow-up. Very occasionally a reply is filtered on the way to you.