Cancel or Change an Order
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Plans change. The party moves to the weekend after. A cousin can come after all. You typed “Emely” when you meant “Emily”, or ordered a 3T when the birthday kid is already in 4T. This page explains what you can cancel or change, how quickly you need to tell us, and what happens to your money. The short version: you have 24 hours after ordering to cancel or change for free. Write to support@teecrate.shop with your order number, and we reply within 24 hours on business days.
Cancellations and changes at a glance
- Window: 24 hours after you place your order.
- How to ask: email support@teecrate.shop with your order number and what you want changed.
- Cost: nothing. Cancelling or changing inside the window is free.
- Refund for a cancellation: the full amount, issued within 7 days of our cancellation confirmation.
- After 24 hours: contact us anyway; we will try, but we cannot promise, because your shirts may already be in production.
- Already delivered: use our 60-day returns with a free return label instead.
1. Why there is a 24-hour window
Every Tee Crate shirt is prepared for your order, with the age, role or name you chose. Getting an order ready takes 1-3 business days, and once a shirt has been printed with “Big Sister” or the number 4, it cannot be turned into something else. The 24-hour window is the time in which we can still stop or adjust your order before that happens.
The window starts at the moment your order is placed, shown in your order confirmation email, and it runs for 24 hours in a row, including weekends. It does not depend on our business days. A Saturday morning order can be changed until Sunday morning.
2. How to cancel or change
- Find your order number. It is in the confirmation email we sent right after you ordered.
- Email us. Write to support@teecrate.shop from the email address you used at checkout, or use our Submit Ticket page.
- Say exactly what you want. “Cancel the whole order”, or “Change the Mama tee from M to L”, or “Change the name on the birthday kid tee to Emily, E-M-I-L-Y”. Spelling a name letter by letter helps.
- Wait for our confirmation. A change or cancellation counts once we confirm it by email. We reply within 24 hours on business days.
Your request counts by the time it reaches us. If you write inside the 24 hours, we treat it as inside the window even if our reply comes after it.
3. Things we can change in the first 24 hours
| Change | Possible within 24 hours? | What to send us |
|---|---|---|
| A size on any shirt (kids 2T to YXL, baby 6M to 24M, adults S to 5XL) | Yes | The item and the new size |
| The age number on a birthday kid tee | Yes | The item and the correct age |
| A name or its spelling on a personalised shirt | Yes | The correct name, spelled letter by letter |
| A role, for example Aunt instead of Uncle | Yes | The item and the new role |
| Garment colour, where the design comes in it | Yes | The item and the new colour |
| The shipping address | Yes | The full new address |
| Removing one shirt from a crew order | Yes | The item to remove |
| Adding a shirt to an order | Place a new order | Nothing; shipping is free on the new order too |
If a change makes the order cost more, for example a Dad tee moving from XL to 4XL, which adds $4, we tell you the difference and how to pay it before we change anything. If it makes the order cost less, we refund the difference.
4. Adding someone to the crew
The most common “change” is not really a change at all: someone else wants to join. Uncle decides he wants a shirt too, or a new cousin is coming. We cannot add new items to an order that has already been paid, but you can simply place a second order. Shipping is free on every order with no minimum, so a one-shirt order costs no more to send than a big one. If you want both orders to travel together, mention the first order number in an email and we will see what we can do, but we cannot promise they will ship as one parcel.
5. After the 24 hours
Once 24 hours have passed, your shirts may already be in production. Still, write to us. If your order has not been started yet, we may be able to make the change. If it has, we will tell you honestly and suggest the next best option, which is usually a return or exchange after delivery. We cannot promise any change after the window.
The good news is that after delivery you are covered by our 60-day returns, any reason, with a free return label. So a shirt that cannot be changed now can still be returned or exchanged later. The steps are on our Returns & Exchanges Policy.
6. If your order has already shipped
When a parcel is on its way, we can no longer change what is inside it, and we may not be able to change where it goes. If the address is wrong, email us straight away and we will see what can be done. If the parcel comes back to us, contact us and we will work out the next step together. If the items are simply not needed any more, wait for the parcel and use our returns, which are free for 60 days after delivery.
7. Your refund for a cancelled order
When you cancel inside the 24-hour window, you get a full refund of the order. We issue it within 7 days of our cancellation confirmation, back to the payment method you used at checkout. If you cancel only part of an order, for example one shirt out of a crew of eight, we refund that shirt’s price and the rest of the order goes ahead as normal.
After we issue it, your bank or payment provider decides how quickly it appears on your statement. The Refund Policy explains this in more detail, including store credit, which you can choose instead and which never expires.
8. When Tee Crate cancels an order
Very rarely, we may need to cancel an order ourselves. If that happens we email you, explain why and refund the full amount for anything we cancel, within 7 days of that email. Reasons can include:
- a size, colour or style in your order turns out not to be available;
- the shipping address is outside the United States, Canada, Australia or New Zealand, or cannot be used;
- the payment could not be confirmed;
- a personalised name or text includes a team, school, brand or character name, or anything else we cannot print, as explained in our Intellectual Property Policy;
- a clear pricing mistake on the site.
Where only one shirt is affected, we will ask you first whether you want a different size or style instead, or a refund for that shirt.
9. Names and spelling: the change we see most
We print exactly what you type, and there is no proof sent before printing. The live preview on the product page shows where the name sits, but it cannot check the spelling for you. A few habits help:
- Read the name out loud, letter by letter, before you add the shirt to the crate.
- Check capital letters and special spellings, such as Kaylee, Kayleigh or Caleigh.
- Check the age number against the birthday, not the current age. A kid who is three now and turning four at the party needs a 4.
- Open your confirmation email right away; it lists the name on each line. Spot a typo there and you are still inside the 24 hours.
10. Party date coming up fast?
If you are changing an order because the party date moved earlier, remember the getting-ready time of 1-3 business days and the time on the road of 7-14 business days. A change inside the window does not usually add time, but a new order starts both clocks again. Our Shipping & Delivery page shows how to count back from the party date.
11. Gift orders and orders placed for someone else
If a grandparent or a friend placed the order, the cancellation or change needs to come from the email address used at checkout, or we need to be able to confirm the order details with the person who paid. This protects everyone from mix-ups and stops someone else changing your order. Any refund for a cancellation goes back to the person who paid.
12. Real-life change requests and what happens
To make the rules above easier to picture, here are some requests we expect to see, with the answer each one gets.
- “Party cancelled, please cancel everything.” Sent two hours after ordering. Inside the window. We cancel the whole order and refund the full amount within 7 days of our confirmation.
- “Change the birthday kid tee from 3T to 4T.” Sent the next morning, 20 hours after ordering. Inside the window. We change the size and confirm by email. The price does not change because kid sizes cost the same.
- “Please change Grandpa from L to 2XL.” Sent within the window. We change it and tell you about the $2 size add-on before going ahead.
- “Take the Uncle tee off the order.” Sent within the window. We remove that line and refund its price. Everything else ships as planned.
- “Wrong name, it should be Maya not Maja.” Sent three days after ordering. Outside the window. We check whether that shirt has been started. If not, we fix it; if it has, we tell you, and you can return or exchange it within 60 days of delivery.
- “We moved house, new address please.” Sent after the parcel shipped. We cannot promise a change once a parcel is on its way, but we will look into it with you straight away.
13. Why we cannot simply hold an order
Some families ask us to pause an order until they have checked a size with Grandma or confirmed the party date. We are not able to hold orders: an order goes into the getting-ready queue as soon as it is placed. If you are still deciding, it is better to wait and order once you are sure. Because shipping is always free, placing two smaller orders a few days apart costs nothing extra.
One more thing that saves time: if you are ordering for a big crew, collect everyone’s sizes before you check out. A quick group message to the grown-ups asking “S to 5XL, which one?” and to the parents of the siblings and cousins asking “toddler or youth size?” prevents most change requests before they happen. Our Size Guide explains how the kid, baby and adult size ranges work, so you can share the link with the family.
14. Contact us
Email support@teecrate.shop or use our Submit Ticket page, with your order number and the change you want. We reply within 24 hours on business days. You can also check an order’s status on the Order Tracking page and find more answers in the Help Center.
Tee Crate, 11 Brookside Dr, Delmar, NY 12054, US.