{"page":{"id":306,"title":"Submit a Ticket","handle":"submit-ticket","url":"https://snugprint.shop/submit-ticket/","body_html":"

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How tickets work at Snug Print: support is by email only. Pick the topic below that matches your question and click its link; your email app opens a new message to support@snugprint.shop with the subject already filled in. Add your order number and the details listed for that topic, then send. Every email becomes a ticket in our inbox, and we reply within 24 hours on business days. Never include card numbers, passwords or security codes.

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We keep support simple on purpose. A personalised blanket depends on exact words, dates and photos, and email gives both of us a written record of every detail. You do not need an account or a special form: a well-labelled email is a ticket. The topic links on this page add a clear subject line so your message lands with the right context, and the checklists tell you what to include so we can usually solve things in one reply.

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Choose your topic

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Click the link that fits best. If your email app does not open, copy the address support@snugprint.shop and type the subject shown in brackets yourself.

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Ticket topics and pre-filled subjects
TopicOpen a ticketWhen to use it
Change or cancel an orderEmail: [Change or cancel my order]Within 24 hours of ordering: spelling fixes, new photos, size or fabric changes, cancellation
Photos and personalisationEmail: [Photos for my order]Sending photos you could not link in the order notes, or fixing a private album link
Delivery questionEmail: [Delivery question]Where your parcel is, delivered-but-not-found, address problems
Return a blanketEmail: [Return request]Within 60 days of delivery, for any reason; we send a free return label
Damaged or print problemEmail: [Problem with my blanket]A fault, a printing issue or damage in transit
Refund or store creditEmail: [Refund question]Checking a refund after your return arrived, or choosing store credit
Before you orderEmail: [Question before ordering]Designs, sizes, fabric, timing for a date, duties for Canada, Australia or New Zealand
Privacy requestEmail: [Privacy request]Access, correction or deletion of your personal information
Copyright or intellectual propertyEmail: [Copyright notice]Reporting content you believe uses your work without permission
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What to include for each topic

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A complete first message is the quickest way to an answer. These checklists are what we would otherwise have to ask for in a second email.

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Change or cancel an order

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The change window is 24 hours from ordering. After that your blanket may already be printing. Details: Cancel or Change an Order.

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Photos and personalisation

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Remember there is no proof step: we print what you send. Original phone photos print better than screenshots or images saved from chat apps.

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Delivery question

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Orders are prepared in 1-3 business days and travel 7-14 business days from the USA. See Shipping & Delivery and Order Tracking.

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Return a blanket

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We email you a free return label; return postage is on us. Full steps: Returns & Exchanges Policy.

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Damaged or print problem

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Refund or store credit

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We send refunds within 7 days of receiving your return. Read the Refund Policy.

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Before you order

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What happens after you send a ticket

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  1. Your email arrives in our support inbox. We read every message in the order it arrives, and personalised-order changes inside the 24-hour window are handled first because time matters for them.
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  2. We reply within 24 hours on business days. Messages sent on a weekend or a public holiday are answered on the next business day. If your question needs a photo or an order number we do not have, we will ask for it in that reply.
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  3. We confirm what we did. For a change, we confirm the new wording or photo. For a return, we send the free return label and simple packing instructions. For a refund, we tell you when it was sent.
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  4. Keep replying in the same thread. Answering our email, rather than starting a new one, keeps the whole history together and avoids mixing up details between orders.
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Timelines that apply to tickets
WhatTimelineWhere it is explained
Our replyWithin 24 hours on business daysContact Us
Change or cancelWithin 24 hours of orderingCancel or Change an Order
Preparing your blanket1-3 business daysShipping & Delivery
Transit to US, CA, AU, NZ7-14 business daysShipping & Delivery
ReturnsWithin 60 days of delivery, free return labelReturns & Exchanges
Refund sentWithin 7 days of receiving your returnRefund Policy
Customer photos deleted30 days after deliveryPrivacy Policy
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Example tickets you can copy

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Not sure how to put it? These short examples show the level of detail that lets us act on the first reply. Copy one, change the details and send.

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A spelling fix within 24 hours

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Subject: Change or cancel my order. “Hello, my order number is in the subject line of the confirmation I just received. On the Grandma’s Garden blanket, please change the fourth name from ‘Maddie’ to ‘Maddy’. Everything else stays the same. Thank you.”

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Photos that would not fit in the order notes

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Subject: Photos for my order. “Hi, I ordered the Classic Grid collage in 50 x 60 in sherpa. My album link was private, so here is a new link that anyone can view. Please place the photos in the numbered order shown in the album, 1 to 12, left to right, top to bottom.”

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A gift that has not arrived

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Subject: Delivery question. “Hello, I sent a couple blanket to my sister in Toronto. It has been 16 business days since I ordered. She has checked with neighbours and her building’s mail room. Can you help me find out what is happening?”

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A return after a change of mind

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Subject: Return request. “Hi, I would like to return my 30 x 40 in pet throw; it is smaller than I imagined for the sofa. It was delivered last week. Please send the return label to the shipping address on the order, and I would prefer store credit.”

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A question before a memorial order

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Subject: Question before ordering. “Hello, I would like the Forever in Our Hearts blanket for my grandfather’s service in three weeks, shipping within the US. Is that realistic, and which size would you suggest for a single portrait with a short verse?”

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If we need more from you

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Sometimes a ticket cannot move forward until we hear back: a photo link still will not open, a name could be read two ways, or an address looks incomplete. When that happens, we explain exactly what we need and pause that step until you reply. Personalised orders that are waiting for photos or a clear spelling are not printed until the detail is settled, so please keep an eye on your inbox after ordering. If you reply after the 24-hour change window, we will still do our best, but printed fabric cannot be altered once production has started.

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If you need to add something to a ticket you already sent, reply to your own email or to our answer instead of opening a new message. A single thread per order keeps every name, date and photo link in one place, which is the surest way to avoid mix-ups between two blankets.

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Keeping your information safe

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Please do not send card numbers, bank details, passwords or security codes by email, in the order notes or anywhere else. Snug Print will never ask for them. Payments happen only on the checkout page through the payment provider you choose there. If you receive a message claiming to be from us that asks for payment details or a password, do not reply; forward it to support@snugprint.shop so we know.

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Photos you send us are used only to make your order and are deleted 30 days after delivery. If you would like them removed sooner, or want to know what personal information we hold, open a privacy ticket using the link above. Our Privacy Policy explains your rights in full.

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Tips for a smooth ticket

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Other ways to find help

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Support at Snug Print is email only; we do not have a phone line or social media inbox. If you prefer to write without using the topic links, simply email support@snugprint.shop with a clear subject and your order number. Our business details are on the Contact Us page: Snug Print, 716 Liberty Bell Ln, Libertyville, IL 60048, US. Please do not post blankets or returns to this address unless we ask you to; returns use the free label we send.

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