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\nA support ticket is simply a well-organised email to support@proudvettee.com. Choose the topic below that matches your request; each link opens a new email with the right subject line already filled in, so your message lands with the right person and gets answered first time. Every ticket is read by a person, and we reply within 1 business day.
\n| Topic | \nOpen a ticket | \nInclude | \n
|---|---|---|
| Change an order (size, colour, text, address) | \nChange request | \nOrder number and the full corrected details | \n
| Cancel an order | \nCancellation | \nOrder number and which items to cancel | \n
| Where is my order? | \nOrder status | \nOrder number and delivery country | \n
| Misprint, damage or defect | \nItem problem | \nOrder number and photos | \n
| Wrong item or size received | \nWrong item | \nOrder number and a photo of the label | \n
| Return or exchange | \nReturn / exchange | \nOrder number, item, reason and what you would like | \n
| Refund question | \nRefund | \nOrder number and the date of approval, if you have it | \n
| Payment question | \nPayment | \nDate and amount of the charge (no card details) | \n
| Sizing help before ordering | \nSizing | \nProduct, usual size and a measurement of a garment that fits | \n
| Privacy request | \nPrivacy | \nWhat you would like us to do; send from your order email | \n
| Copyright or trademark concern | \nCopyright / IP | \nSee our DMCA page for required details | \n
| Anything else | \nGeneral | \nA short description | \n
If the links do not open an email program on your device, copy the address support@proudvettee.com into any email service and write the topic and your order number in the subject line yourself.
\nAll tickets are answered within 1 business day. Within that, we read the most time-sensitive ones first:
\n"Please exchange the Medium for a Large" is faster to act on than "the shirt doesn’t fit". If you are not sure what you want, say so, and we will lay out the options.
\nTake photos in daylight if you can. For print problems, include one photo of the whole item and one close-up. For the wrong size, photograph the size label. For damage in transit, photograph the outer packaging and the shipping label as well.
\nWrite the text exactly as it should appear on the item, including capitals, punctuation and the dash between years. If there are several items with different text, list them one per line with the size next to each.
\nIf an item is for a specific day, tell us the date and the delivery country. It changes how we prioritise and lets us tell you honestly whether a reprint can arrive in time.
\nReply in the same email thread rather than starting a new one; that way the full history stays together. If more than 1 business day has passed without an answer, check your spam or promotions folder for our reply, then resend with "Second request" added to the subject line.
\nWe will never ask you for card numbers, security codes, online banking passwords or one-time codes by email, and we never ask you to pay outside our checkout. If someone claiming to be Proud Vet Tee asks for any of these, do not reply; forward the message to us. Our Payment Methods page explains how payments work.
\nWe use the information in your ticket only to answer it and to carry out what we agree, such as a reprint or a refund. Photos you send are kept with the ticket and handled as described in our Privacy Policy. You can ask us to delete a ticket’s contents once the matter is closed, unless we need to keep a record for an open claim or for accounting.
\nMany questions are already answered in our FAQs and Help Center. Order status is available any time on Order Tracking, and sizes are explained in the Size Guide. For returns, see Returns & Exchanges; for money back, see the Refund Policy.
\nSubject: "Change – order number: 3051". Message: "Please change the name on the polo from JIM to JAMES. Size and colour stay the same."
\nSubject: "Problem with item – order number: 2877". Message: "The cap arrived with loose stitching on the front. Photos of the cap and the label attached. I would prefer a replacement."
\nSubject: "Order status – order number: 3120". Message: "Shipping to Halifax, Nova Scotia. We need it by November 9 for a Remembrance Day event. Will it make it?"
\nSubject: "Sizing help". Message: "Looking at the sand hoodie for my grandfather. He wears a Large in most shirts; his favourite sweatshirt is about 24 inches across the chest. Large or XL?"
\nThese are the most urgent tickets we receive, because the free change window is 12 hours from the time on your order confirmation and printing may begin soon after. Put the word "Change" or "Cancel" first in the subject line, add your order number, and describe the change completely in the first message. We confirm in writing; the change or cancellation is only final once you have that confirmation. If printing has already started, we tell you, and you can still return or exchange the item within 60 days of delivery.
\nBefore opening one, check the tracking link in your shipping email and our Order Tracking page. If tracking has not updated for 7 business days, or the parcel is 7 business days past its estimated delivery range, open a ticket and we will start a carrier investigation. If the parcel is confirmed lost or not found within 5 business days, you choose a free replacement or a full refund.
\nPhotos make these fast. With clear photos we can usually approve a misprint, damage or wrong-item claim in the first reply, and in most cases you will not need to send the item back. Tell us whether you prefer a reprint or a refund.
\nTell us which item, why, and whether you want an exchange (and in which size or colour) or a refund. We reply with a return authorization and the return address. You then have 14 days to send the item back with tracking.
\nApproved refunds reach your original payment method within 7 calendar days. If yours has not arrived by then, open a refund ticket; we send you the transaction reference and follow up with the payment provider.
\nTell us the date and amount of the charge you are asking about and, if you have it, the order number. Do not include card numbers. For duplicate charges, include both transaction references from your bank statement.
\nSend these from the email address linked to your order or account, so that we can verify the request. Tell us whether you want a copy of your information, a correction, or deletion.
\nCustomers in Canada, Australia and New Zealand use the same tickets and receive the same reply time of 1 business day. Because of time zones, a ticket you send in your evening may arrive during the American night, so allow for that when you count. If your ticket is about a parcel stuck in customs, include any notice or reference number the local carrier has given you.
\nIf you received a gift and need help, you can open a ticket too. Include the buyer’s name or the order number if you know it. We can help with sizing, care and exchanges directly; for refunds or other changes to the order, we check with the buyer first, so that payment details and the surprise both stay private.
\nA ticket is closed when the request is complete: the change has been made, the reprint has shipped, the refund has been issued or the question has been answered. If anything is still not right after we close it, just reply to the same thread and we pick it up again with its full history.
\nFor any of these, the right page on our site explains the alternative, and we are always happy to point you to it in our reply.
\nWe keep these limits so that every ticket gets a straight answer rather than a promise we cannot keep.
\nSupport email: support@proudvettee.com. Correspondence address: Proudvettee, 5165 Spring Street, Flowery Branch, GA 30542, United States. Please do not post returns to this address without a return authorization. More ways to reach us are on Contact Us.
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