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\nEvery support request at Grill Tee is handled by email, and every email is a ticket. You do not need an account, a login or a reference code to open one. You need an email address, a clear subject and the details below. The links in the next section open your mail app with the subject already started, so all you add is the order number and what you need. If your mail app does not open, copy the address support@grilltee.shop and write to it from any email account.
\nPick the line that fits. Each link starts a new email with a subject that tells us what kind of help you need, so your message lands in front of the right reply from the start.
\nA good ticket answers our questions before we ask them. Here is what each kind needs.
\n| Ticket type | \nInclude | \nHelpful extras | \n
|---|---|---|
| Change or cancel | \nOrder number; the item; the exact new text, size or address | \nWrite new text on its own line, exactly as it should print | \n
| Order status | \nOrder number; the shipping country | \nThe tracking link, if you have one | \n
| Return label | \nOrder number; which items are coming back | \nThe reason, if you want to share it; it is not required | \n
| Problem with an order | \nOrder number; what is wrong; a photo | \nA photo of the parcel label as well as the item | \n
| Refund question | \nOrder number; the date you posted the return | \nWhether you would prefer store credit | \n
| Before ordering | \nThe product name and your question | \nThe date you are counting toward, if it is a gift | \n
| Design or copyright | \nThe product link and your concern | \nSee the intellectual property policy for formal notices | \n
Your order number is in the order email you got at checkout. Writing from the same email address you used to order helps us match the ticket to the order quickly. If you do not have the order number, send your full name, the shipping address and roughly when you ordered instead.
\nPlease do not put any of the following in a ticket, in the subject or in an attachment:
\nWe never need them to answer a support question, and we will never ask for them by email. If a message claiming to be from us asks for any of these, do not reply to it; write to support@grilltee.shop directly and tell us what you received. The available payment options are shown at checkout, and payment happens there, never in a ticket. The privacy policy explains how the details you do send are handled.
\nYour email arrives in our support inbox. We reply within 24 hours on business days, which run Monday to Friday and skip public holidays. A ticket sent on a Friday evening is answered after the weekend; a ticket sent at midnight on a Tuesday is answered during Wednesday. The reply comes from the same address you wrote to.
\nIf we need one more detail, the reply will ask for it in plain words, and the ticket stays open until you answer. Reply on the same email thread rather than starting a new one, so the whole conversation sits together. If your question is settled in that first reply, nothing more is needed from you.
\nTwo of our time limits are counted from your order, not from our reply. A change or cancellation must reach us within 24 hours of placing the order, so send it as soon as you notice the problem, even late at night. A return must be started within 60 days of delivery. The time stamp on your email is what counts, so a ticket sent inside the window is inside the window, even if our reply comes the next business day.
\nA wife orders the Pitmaster Name Apron for her husband and chooses Taste Tester as a joke. At breakfast the next morning, twenty hours after ordering, she decides he deserves Fire Tender after all. She uses the change link above, puts the order number in the subject, and writes: “Please change the title from Taste Tester to Fire Tender. Name stays the same.” That one line covers it. Because the email went out inside 24 hours, the change can still be made, and our reply confirms it.
\nA buyer in Wellington opens his parcel and finds a chip in the rim of the 15 oz mug. Before he throws the box away, he takes two photos: the chip close up, and the label on the box. He opens a problem ticket, adds the order number and the photos, and says which item it is. We reply within 24 hours on business days and help him from there. The photos are deleted 30 days after delivery.
\nA tall cook in Calgary wants to know how far the apron will reach before she orders. Apron measurements are still being confirmed with our print partner, so they are not on the product page yet. She uses the before-ordering link and asks. We send what we have. If the answer does not settle it for her, she knows a change-of-mind return is free within 60 days of delivery.
\nA man receives the Backyard Joint Tee from his sister, and the size runs too snug on him. He does not have the order number. He writes from his own email with his sister’s name, his own shipping address and the month it arrived. We find the order, and the return label goes to whoever we agree should send the parcel back. Refunds go back to the original payment method, so his sister will see the money, not him; store credit is another option worth asking about.
\nA buyer wants to put the name of a local barbecue restaurant on a signboard apron as a tribute. Before ordering, she asks whether that is allowed. Our answer: the personalised fields are for names that are yours to use, like your own backyard joint. If the name belongs to a real business, please choose another, or use your own joint’s name instead. The rules for using the site and ordering from us are in our terms of service.
\nMost change tickets are about words: a joint name, a town, a “Since” year, a name or a title. Because we print exactly what is typed, the way you write the new text in your email matters. A few habits remove all doubt:
\nBefore you send, read the new text out loud once. A missing letter is easy to see on an apron and easy to miss in an email.
\nA crew order can carry several sizes and several products in one order number. If you need to change one of them, name the item and the size together, for example “Pit Crew tee, change the 3XL to 4XL”. Size add-ons follow the size, so moving between size groups can change the price: 2XL and 3XL are $2 over the listed price, and 4XL and 5XL are $4 over. If a change shifts the total, our reply will say how.
\nFor a gift, say so in the ticket. Tell us who ordered, who the parcel is going to, and whether the person writing is the buyer or the person who received it. That way we can answer the right person about refunds, which always go back to the original payment method, and about return labels, which go to whoever is posting the parcel back.
\nWe reply within 24 hours on business days. If a business day has passed and you see nothing, look in your spam or junk folder first, and search for “grilltee.shop”. Some mail services file new senders there. If the reply is not there either, send the ticket again, with the same subject and “second try” at the start. Check that you typed the address as support@grilltee.shop, with no extra letters. A message to a misspelled address never reaches us, and we have no way to know it was sent.
\nSome answers are already on the site and take less time than a reply. The delivery window is on shipping and delivery: 1-3 business days to make and 7-14 business days in transit, up to 17 business days in total, as an estimate from our stated times and not a guarantee. The change window is on cancel or change an order. Returns are covered on the returns and exchanges policy, and refunds on the refund policy. Size questions are answered in the size guide. The FAQs collect the questions we hear most, and the help center links every support page by topic. If none of those settle it, open a ticket. That is what it is for.
\nEmail: support@grilltee.shop. Replies within 24 hours on business days. Postal address: Grill Tee, 3349 Roundabout Dr, Middleburg, FL 32068, US. The postal address is not a returns address; ask for a return label by email first. Other ways to read up on us are on the contact page and the about page.
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