Contact Us
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Grill Tee answers by email, and a real person reads every message. Whether you are checking a size before you order a hoodie, fixing a typo on a joint name you ordered an hour ago or sorting out a return, this page tells you where to write, what to put in the message so it can be handled in one reply, and which page might answer you faster than waiting for us.
Contact at a glance
- Email: support@grilltee.shop. It is the only support channel: no phone line, no live chat, no social inbox.
- Reply time: within 24 hours on business days.
- Prefer a form? Use Submit Ticket; it reaches the same inbox.
- Changes and cancellations: within 24 hours of ordering.
- Always include your order number if you have one.
- Never send card numbers or passwords. We will never ask for them.
How to reach us
Write to support@grilltee.shop. If your question is about an order, please send it from the email address you used at checkout. That one detail lets us find your order straight away and keeps your personal details out of the message.
Support ticket
If you would rather fill in boxes than write an email, the Submit Ticket page asks for the same things this page recommends. It goes to the same people and gets the same reply time; choose whichever you find easier.
Why email only
A lot of what we handle is written detail: the exact spelling of a joint name, which of five sizes in a crew order needs to change, a photo of a print. Email holds all of that in one place, and it means you have a written record of what was agreed. That is also why there is no phone number on this site; if someone calls you claiming to be Grill Tee, it is not us.
When you will hear back
We reply within 24 hours on business days. Messages sent on a weekend or a public holiday are answered on the next business day. In practice that looks like this:
- You email on a Tuesday afternoon asking whether the 3XL crewneck has a size add-on. You have an answer by Wednesday afternoon at the latest. (It does: 2XL and 3XL are $2 more, and the product page shows it before you add to cart.)
- You are twelve hours into an overnight brisket cook and remember at 3 a.m. that you never asked about a return label. Send it then; the reply arrives the next business day, probably after the rest and the slice.
- A New Zealand customer writes on a Saturday of a long weekend. Our business days follow our own calendar, so the reply comes on our next business day.
If something is time-sensitive, like a change within the 24-hour window, put it in the subject line: “Change to order 1234: town spelling”. It helps us spot it first.
What to put in your message
A message with everything in it gets answered in one go. A message that just says “my order is wrong” needs a reply asking for details, and that uses up a day.
- Your order number, from the order confirmation email.
- The name on the order, if you are writing from a different email address.
- What you need, in a sentence: change, cancel, return, a size question, a problem with an item.
- The exact text for any personalisation change, written out in full the way it should be printed.
- A photo, if the problem is something you can see. Photos are used only for that order and are deleted 30 days after delivery.
An example of a good change request
Subject: “Change to order 1048, within 24 hours”. Body: “Hi, I ordered a Backyard Joint Signboard Apron about three hours ago. The town line says MIDDLBURG and should say MIDDLEBURG. Joint name stays SMOKE HOLLOW BBQ. Thanks, Dana.” That is everything we need, and since it is inside the 24-hour window, the text can be changed. Remember that the town line takes up to 18 characters and is printed in capitals, as typed.
An example of a good problem report
“Order 1112. The Pit Crew tee in 2XL arrived with a smudge across the back print. Photo attached.” Contact us with your order number and a photo like this and we will help. The Returns and Exchanges Policy sets out how returns work.
Which page answers which question
Many questions already have a full answer on one of our pages. This table points you to the right one, and you can always email if it does not cover your case.
| Your question | Where to look | The short answer |
|---|---|---|
| Where is my order? | Order Tracking | Made in 1-3 business days, then 7-14 business days in transit. When a tracking link is available, we email it. |
| Can I change or cancel? | Cancel or Change an Order | Yes, within 24 hours of ordering. |
| How do returns work? | Returns and Exchanges | 60 days from delivery, personalised items included. Change-of-mind returns get a free return label. |
| When do I get my money back? | Refund Policy | Refunds are sent within 7 days of receiving the return. Store credit never expires. |
| Where do you ship, and what does it cost? | Shipping and Delivery | Free, no minimum, from the USA to the US, Canada, Australia and New Zealand only. |
| Which size should I pick? | Size Guide | Adult S to 5XL unisex, youth YXS to YXL. How to measure a tee you already own. |
| How do I pay? | Payment Methods | The available payment options are shown at checkout. |
| Everything else | FAQs and Help Center | Short answers to the questions people ask most. |
Questions we often get before an order
Sizes and fit
Adult apparel comes in S, M, L, XL, 2XL, 3XL, 4XL and 5XL, all unisex. If you are buying for a bigger cook, 5XL is a regular size here, not a special order. The best way to choose is to measure a tee that already fits well, as the Size Guide describes. Garment and apron measurements are being confirmed with our print partner, so if you need a particular measurement before you order, email and ask.
Personalised aprons and tee
Before you order, use the live preview on the product page. What you type is printed exactly, capitals and spacing included, and no proof is sent before production. If your joint name is longer than the line allows, shorten it: “SMOKE HOLLOW BARBECUE COMPANY” will not fit the 18-character joint line, “SMOKE HOLLOW BBQ” will. If you are unsure whether a name or title reads well, email us the wording and we will tell you how it fits the character limits.
Gifts and dates
We do not promise delivery by a date. What we can do is help you count: up to 3 business days to make plus up to 14 business days in transit means allowing up to 17 business days before the gift date. That is an estimate from our stated times, not a guarantee. Father’s Day is the third Sunday of June in the US and Canada and the first Sunday of September in Australia and New Zealand, so a buyer ordering for a grandad in Perth has a very different deadline from one ordering for a dad in Denver.
Ordering for a crew
Ordering several pieces is the same as ordering one. A crew of five can order the Pit Crew tee in S, M, 2XL, 3XL and 5XL in one cart. There is no minimum order and no group discount, so there is nothing to arrange by email first; just add the sizes and check out. If the tees go to different addresses, place a separate order for each address.
Questions after an order
A mistake you spot yourself
Within 24 hours of ordering you can change or cancel: a size, a colour, a line of text, the shipping address. Email with the order number and the exact change. After 24 hours, the order is being made and the text is final, but the 60-day return window still applies after delivery.
A problem with what arrived
Wrong item, wrong size from what you ordered, a print that did not come out right, a parcel that took a beating: email us with your order number and a photo, and we will help.
A return
Returns are accepted within 60 days of delivery, personalised items included. For a change-of-mind return, we send a free return label. Please email before sending anything back, so we can match the parcel to your order.
Product questions we will answer by email
Some details are not on the product pages yet, and we would rather say so than guess. Apron measurements and material are being confirmed with our print partner. Care details for the 15 oz mug, the second mug and the 20 oz tumbler are being confirmed too. If any of that decides whether you order, email us with the product name and the question, and we will tell you what we know at that moment. If we do not have the answer yet, we will say that plainly instead of filling the gap.
Questions we can answer straight away:
- Which range fits which cook. If you know he cooks on a pellet cooker but are not sure whether the offset designs would suit him too, describe his setup and we will point you to the right tile.
- Which products take personalisation. Three do: the Backyard Joint Signboard Apron, the Pitmaster Name Apron and the Backyard Joint Tee.
- What the size add-ons are. 2XL and 3XL add $2, 4XL and 5XL add $4, shown on the product page before you add to cart.
- Which sizes the youth tee comes in. YXS, YS, YM, YL and YXL. The kids apron is one size.
Writing on someone else’s behalf
A lot of our orders are gifts, so the person writing to us is often not the person wearing the apron. That is fine. If you bought a Pitmaster Name Apron for your father and want to change the title from Head Cook to Fire Tender within the 24 hours, write from the email on the order and we can make the change. If the recipient writes to us about an item they received as a gift, we will ask for the order number, which the buyer can find in their confirmation email, so we do not share the buyer’s details with anyone they did not choose to share them with.
Other kinds of messages
- Copyright notices follow the steps on our DMCA page. Use the subject “Copyright notice”.
- Trademark, business name or design concerns are covered by the Intellectual Property Policy. Use the subject “IP concern”.
- Privacy requests, such as asking what we hold about you or asking us to delete it, can go to the same address with the subject “Privacy request”.
- Ideas and feedback are welcome. A title you think is missing from the Pitmaster Name Apron, a cooker you think deserves a range: send it in.
Our business details
Grill Tee, 3349 Roundabout Dr, Middleburg, FL 32068, United States.
Email: support@grilltee.shop
This is our business address. Please do not post returns or letters to it without emailing first; email is how we answer, and return parcels need the label we send you.
Staying safe when you write to us
- We will never ask for your card number, bank details or a password by email.
- We do not contact customers by phone or text message.
- Grill Tee has no social media accounts, so a profile using our name is not us.
- Real messages from us come from an address ending in @grilltee.shop.
How we handle the information in your messages is explained in our Privacy Policy. To learn more about the store itself, see About Us, or go back to the Shop.