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\nChoose the topic that fits best. Each link opens a new email to support@kinfolktee.com with the subject already filled in, so your request reaches the right place. Add your order number and a few lines about what you need, then press send. A person replies within 1 business day.
\n| Topic | \nOpen a ticket | \nPlease include | \n
|---|---|---|
| Change or cancel an order (within 24 hours) | \nChange or cancel | \nOrder number and the exact change | \n
| Where is my order? | \nOrder status | \nOrder number, destination country | \n
| Return or exchange | \nReturn or exchange | \nOrder number, item, new size or colour if exchanging | \n
| Damaged, misprinted or wrong item | \nReport a problem | \nOrder number and photos of the item and packaging | \n
| Refund question | \nRefund | \nOrder number and the date of our refund email, if any | \n
| Sizing or product question | \nProduct help | \nProduct link and the measurements of a shirt that fits | \n
| Family or reunion order planning | \nGroup order | \nApproximate quantity, products, event date and country | \n
| Payment problem | \nPayment | \nOrder number or the time of the attempt; never card details | \n
| Privacy request | \nPrivacy | \nWhat you want: a copy, a correction or deletion | \n
| Copyright or trademark concern | \nIP concern | \nThe details listed on our DMCA or IP pages | \n
| Anything else | \nGeneral | \nWhatever helps us understand | \n
If the links do not open an email app on your device, simply write to support@kinfolktee.com and start the subject line with the topic name from the table, for example “Ticket: Return or exchange”.
\nYou do not need special wording. But a few details make the difference between a ticket that is solved in the first reply and one that needs three emails back and forth.
\n“Order #2051, placed this morning. Please change the Mom tee from size M to L, same colour. Nothing else changes.” Changes are possible within 24 hours of ordering if the order has not shipped. Full rules are on our Cancel or Change Order page.
\n“Order #2052 to Auckland, shipped nine business days ago. Tracking has not moved for six days.” We check the carrier’s records and, if the parcel is 7 business days past the latest estimate, open an investigation. See Shipping & Delivery for estimates by country.
\n“Order #2053. The youth M big-brother tee is too small. Unworn, unwashed. I would like a youth L.” You have 60 days from delivery. For change-of-mind exchanges you pay the postage back, and we ship the new size free. Details are on our Returns & Exchanges Policy.
\n“Order #2054. The print on the reunion tee is smudged across the second line of text. Photos attached of the front and the size label.” We replace or refund at no cost, usually from the photos alone.
\n“Order #2055. Your email said the refund was issued on the 3rd, but I cannot see it on my card yet.” We send you the refund reference so your bank can trace it. Timings are explained in the Refund Policy.
\n“Looking at the Grandma crewneck. My mother’s favourite sweatshirt measures 22 inches across the chest. Which size is closest?” We compare against the product’s sizing and reply with a recommendation. The Size Guide explains how to measure.
\n“About 30 tees, mixed adult and youth sizes, two colours, for a reunion in Georgia on August 9. Is ordering by July 15 early enough?” We reply with an honest timeline and tips for collecting sizes.
\n“Tried to pay twice at about 8:15 pm Eastern and both attempts failed, but I see a pending charge.” We check whether an order was created before you try again, so you are not charged twice. See Payment Methods.
\n“Please delete my account and saved addresses. My orders were placed with this email.” We confirm your identity and process the request, keeping only the records the law requires. See our Privacy Policy.
\n| Ticket type | \nFirst reply | \nUsual outcome | \n
|---|---|---|
| Change or cancel | \nWithin 1 business day | \nConfirmed if requested within 24 hours and not shipped | \n
| Damaged or wrong item | \nWithin 1 business day | \nFree replacement or refund, often without a return | \n
| Return or exchange | \nWithin 1 business day | \nInstructions sent; inspection within 2 business days of arrival | \n
| Refund | \nWithin 1 business day | \nRefund issued within 7 calendar days of approval | \n
| Late parcel | \nWithin 1 business day | \nCarrier investigation up to 5 business days, then reship or refund | \n
For any problem with a product, photos are the fastest route to a fix. Good photos usually mean we can approve a replacement or refund without asking you to send anything back.
\nPhone photos are perfect. Please keep each image under about 10 MB so it reaches our inbox, and attach them directly to the email rather than sharing a link that may expire.
\nIf you have not had a reply within 1 business day, first check your spam and promotions folders; replies occasionally get filtered. Then reply to your original email with “Follow-up” in the subject, rather than opening a new ticket. Keeping everything in one thread means whoever picks it up sees the full history and does not ask you to repeat yourself.
\n| We can | \nWe cannot | \n
|---|---|
| Change or cancel orders within 24 hours, before shipping | \nChange items that have already been printed or shipped | \n
| Correct an address before shipping, and ask the carrier after | \nGuarantee a carrier will redirect a parcel in transit | \n
| Approve returns and exchanges within 60 days | \nRefund to a different card or person than the one who paid | \n
| Replace or refund damaged, misprinted or wrong items | \nSee or change your bank’s posting times or exchange rates | \n
| Investigate late or lost parcels with the carrier | \nOffer paid express shipping at the moment | \n
| Answer sizing and product questions | \nCreate custom designs, for now | \n
We answer tickets on US business days, so customers in Australia and New Zealand will often see our reply arrive overnight. Please mention your country in tickets about delivery times, customs charges or returns, because the answer can differ from a US order. Prices and refunds are always in US dollars.
\nMany answers are already written down. Try the Help Center for a map of every topic, our FAQs for quick answers, or Contact Us for more about how we handle messages. If none of those solve it, open a ticket above and we will take it from there.
\nIf you received a Kin Folk Tee item as a gift, you can open a ticket too. Use the “Return or exchange” link and include the order number from any paperwork in the parcel. If there was none, give us the name of the person who sent the gift and the postcode it was delivered to. We will find the order and help you swap the size within 60 days of delivery. We will not share the price or payment details with you, and a refund, if one is needed, goes back to the person who paid.
\nWhen several people in a group order need help at once, for example three different size swaps after a reunion, send one ticket from the person who placed the order and list each item: the person, the item, the size received and the size wanted. We handle the whole group together, which is much quicker than separate tickets from each family member about the same order.
\nWe chose email rather than live chat so that every request has a written record, photos can be attached easily, and nothing is lost between conversations. It also means you can write at any hour and get a considered answer from a person, rather than a scripted reply. Our 1-business-day reply target applies to every ticket, whatever the topic.
\nIf you find it hard to send an email ticket, for example because of a disability or because the mailto links do not work with your setup, tell us in whatever way you can reach us and we will adapt. We are happy to keep messages short, use plain language, or walk you through a return step by step.
\nFor your safety, please do not include full card numbers, card security codes, bank account details, passwords or copies of identity documents in any email to us. We will never ask for them. If someone claiming to be Kin Folk Tee asks for them, it is not us, and we would like to know about it.
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