Submit a Ticket
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Submit a ticket at a glance
- A ticket is an email to support@grilltee.shop. There is no web form, no phone line and no chat.
- Put your order number in the subject line, if you have one.
- We reply within 24 hours on business days.
- Changes and cancellations must reach us within 24 hours of ordering.
- Never send card numbers, bank details or passwords. We will never ask for them.
Every 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.
Open a ticket by topic
Pick 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.
- Change or cancel an order: a name line, a title, a size, a colour or an address, within 24 hours of ordering.
- Order status: where an order is, or a tracking question.
- Return label: start a return within 60 days of delivery.
- Problem with an order: something damaged, wrong or missing.
- Refund question: a refund you are waiting for, or store credit.
- Question before ordering: sizes, apron details, gift timing, personalisation.
- Design or copyright: a concern about a design or a name.
What to put in the email
A good ticket answers our questions before we ask them. Here is what each kind needs.
| Ticket type | Include | Helpful extras |
|---|---|---|
| Change or cancel | Order number; the item; the exact new text, size or address | Write new text on its own line, exactly as it should print |
| Order status | Order number; the shipping country | The tracking link, if you have one |
| Return label | Order number; which items are coming back | The reason, if you want to share it; it is not required |
| Problem with an order | Order number; what is wrong; a photo | A photo of the parcel label as well as the item |
| Refund question | Order number; the date you posted the return | Whether you would prefer store credit |
| Before ordering | The product name and your question | The date you are counting toward, if it is a gift |
| Design or copyright | The product link and your concern | See the intellectual property policy for formal notices |
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.
What not to send
Please do not put any of the following in a ticket, in the subject or in an attachment:
- card numbers, expiry dates or security codes,
- bank account or routing numbers,
- passwords for any account, including your email or payment provider,
- government ID numbers or scans of ID documents.
We 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.
What happens after you send it
Your 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.
If 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.
Timing that matters
Two 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.
Worked examples
The wrong title on a name apron
A 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.
A chipped mug
A 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.
Apron details before ordering
A 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.
A gift that missed
A 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.
A name that might belong to someone else
A 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.
Writing personalised text in a ticket
Most 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:
- Put each line on its own line in the email, and label it: Joint name, Town, Since, Name or Title.
- Write the text exactly as it should print. Fields that print in capitals will come out in capitals, but spelling, apostrophes and spaces are printed as you give them.
- Remember the limits. On the signboard apron, the joint name and the town each take up to 18 characters. On the name apron, the name takes up to 16 characters, and the title is one of Pitmaster, Fire Tender, Sauce Boss, Head Cook or Taste Tester.
- If a line should be left empty, say so: “Town: leave blank”.
- If the new name is too long, give us your shorter version rather than asking us to shorten it. “LOW AND SLOW ON ELM STREET” might become “LOW & SLOW ON ELM”, but that choice is yours, not ours.
Before 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.
Tickets for crew orders and gifts
A 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.
For 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.
If you have not heard back
We 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.
Before you open a ticket
Some 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.
A few more things worth knowing
- One ticket per order works best. If you have two orders with two different problems, two emails keep them apart.
- One email can cover several items in the same order. List each item and what you need for it.
- Attachments help: a photo for damage, a screenshot of a tracking page for a late parcel.
- Write in plain words. You do not need to explain the stall, the wrap or why the brisket took fourteen hours; just tell us what you need from us.
- If you change your mind after sending a ticket, reply on the same thread and say so.
Contact details
Email: 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.