Submit a Ticket
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A support ticket is simply an email that reaches our team already labeled with the right topic, so it lands with the right person and gets solved faster. Pick the topic below that matches your question, click the link to open a pre-filled email in your mail app, add the details listed for that topic and send it. Every ticket gets a reply within 1 business day. If the links do not open your mail app, write to support@rubytee.com and copy the subject line shown for your topic.
Before you open a ticket
- Have your order number ready; it is in your order confirmation email.
- Write from the email address you used at checkout if you can.
- For damaged or wrong items, take clear photos first.
- Never include card numbers, security codes or passwords.
- Expect a reply within 1 business day.
1. Choose your ticket topic
Where is my order?
Use this if your order has not arrived, tracking has stopped updating or you never received a shipping email. Please include your order number and the delivery address. Tip: first check Order Tracking; international parcels can pause for a few days in customs. If tracking has not moved for 7 business days, we open a carrier investigation for you.
Open a “Where is my order” ticket
Change or cancel an order
Use this to change a size, color, design, quantity or address, or to cancel. Include your order number and exactly what should change. Changes are free within 24 hours if the order has not shipped, so send this ticket as soon as possible. Details: Cancel or Change an Order.
Open a “Change or cancel” ticket
Exchange for another size or color
Use this when a shirt has arrived and you would like a different size or color of the same design. Include your order number, the shirt, and the size or color you want. You have 60 days from delivery. We send return instructions and ship the new shirt at our cost when your return arrives.
Return for a refund
Use this to return an unworn shirt for a refund within 60 days of delivery. Include your order number, the shirt or shirts, and the reason. Once your return is approved, the refund is processed within 7 calendar days. See our Returns & Exchanges Policy.
Open a “Return for refund” ticket
Damaged, flawed or wrong item
Use this if a shirt arrived with a print flaw, a hole, a stain or a loose seam, if the parcel was damaged, or if we sent the wrong design, size or color. Attach a photo of the whole shirt, a close-up of the problem and the size label. We usually send a free replacement or refund without needing the item back.
Open a “Damaged or wrong item” ticket
Refund question
Use this if a refund has not appeared 7 calendar days after our confirmation email, or if you have a question about the amount. Include your order number and the date of our refund confirmation. We send you the transaction reference and follow up with the payment provider.
Open a “Refund question” ticket
Sizing advice
Use this if you are not sure which size to order. Tell us which design you are looking at, and send the chest width and length of a T-shirt you like, measured flat. We compare them with our Size Guide and recommend a size.
Group or event order
Use this before ordering matching shirts for a reunion, birthday, trip, team or fundraiser. Include the design, the approximate number of shirts and sizes, the delivery country and your event date. We confirm availability and timing.
Payment problem
Use this if a payment was declined, you think you were charged twice, or you see a charge you do not recognize. Include your order number if you have one and the date and amount of the charge. Do not send card details. See Payment Methods.
Open a “Payment problem” ticket
Account or privacy request
Use this for help signing in, or to ask us to access, correct or delete your personal information. Send it from the email address on your account or order so we can verify you. See our Privacy Policy.
Open an “Account or privacy” ticket
Copyright or intellectual property
Use this to report material on our site that you believe infringes your rights. Please follow the requirements on our DMCA page for copyright, or our Intellectual Property Policy for trademarks and designs.
Open a “Copyright or IP” ticket
Something else
Feedback, suggestions, questions about our designs or anything not listed above.
Open a “General question” ticket
2. What to include in every ticket
| Ticket topic | Must include | Helpful extras |
|---|---|---|
| Where is my order? | Order number | Delivery address, tracking number |
| Change or cancel | Order number, exact change | New size, color or address |
| Exchange | Order number, size or color wanted | Flat measurements of a shirt you like |
| Return for refund | Order number, shirts returning | Reason, so we can improve |
| Damaged or wrong item | Order number, photos | Photo of shipping label and size label |
| Refund question | Order number, date of refund email | Payment type used |
| Sizing advice | Design name | Chest width and length of a favorite shirt |
| Group order | Design, quantity, country | Event date, size list |
| Payment problem | Date and amount | Order number, error message shown |
3. What happens after you send a ticket
- Your ticket arrives in our support inbox, sorted by its subject line.
- We reply within 1 business day. If we need more information, we ask for it in that first reply.
- We agree the solution with you in writing.
- We carry it out and send confirmation, such as a return authorization, a shipping email for a replacement or a refund confirmation.
- If something depends on a third party, such as a carrier investigation that can take up to 5 business days, we keep you updated until it is closed.
Please send each ticket only once. Sending the same request several times does not speed it up and can make it harder to follow your conversation. If you need to add information, simply reply to our email or to your original message.
4. Keeping your information safe
We will never ask you for your full card number, card security code, banking password, account password or one-time codes, in a ticket or anywhere else. If a message claiming to be from Rubytee asks for them, it is not from us. Our genuine emails come from addresses ending in @rubytee.com. Photos you send are used only to resolve your ticket, as described in our Privacy Policy.
5. Response times
We reply to every ticket within 1 business day. Business days are Monday to Friday, excluding US public holidays. Tickets sent on weekends or holidays are answered on the next business day. During very busy periods, such as the weeks before the winter holidays, the first reply still arrives within 1 business day, though some resolutions, like carrier investigations, depend on outside timelines.
6. Examples of tickets that get solved in one reply
Exchange ticket
Subject: “Ticket: Exchange request – order 1052”. Message: “Hi, I received the Holiday Lights tee in 2XL, but it is a little short for me. Could I exchange it for 3XL in the same color? The shirt is unworn with the tag on.” This tells us the order, the shirt, the problem and the solution wanted, so our reply can go straight to return instructions.
Damaged item ticket
Subject: “Ticket: Damaged or wrong item – order 1088”. Message: “The print on my graphic tee has a smudge across the second word. Photos attached: the whole shirt, a close-up and the size label. I would prefer a replacement in the same size.” With the photos in hand, we can approve the claim and ship the replacement without any further questions.
Sizing ticket
Subject: “Ticket: Sizing advice”. Message: “I am looking at the Family Reunion tee. My favorite T-shirt measures 21 inches across the chest and 29.5 inches long, and I like it slightly loose. Which size should I order?” We compare the numbers with our chart and reply with a clear recommendation.
7. If you are not happy with an answer
If our reply does not solve your problem, simply reply to the same email and explain what is still wrong. Your message goes back to the same conversation, and a senior member of the team reviews it. We would always rather hear that something is not right than have you leave disappointed. Contacting us never affects your rights under consumer law or with your payment provider.
8. Ticket timelines by topic
| Topic | First reply | Typical resolution |
|---|---|---|
| Change or cancel (before shipping) | Within 1 business day | Confirmed in the first reply when the order has not shipped |
| Damaged, flawed or wrong item | Within 1 business day | Replacement shipped within 1–3 business days, or refund processed within 7 calendar days |
| Exchange | Within 1 business day | New size ships within 1–3 business days of your return arriving |
| Return for refund | Within 1 business day | Inspection within 2 business days of arrival, refund processed within 7 calendar days of approval |
| Lost parcel | Within 1 business day | Carrier investigation up to 5 business days, then replacement or refund |
| Sizing advice | Within 1 business day | Answered in the first reply |
9. Tips for photos
Good photos let us approve a claim straight away. Lay the shirt flat on a plain surface in daylight or under bright light. Take one photo of the whole shirt, front side up, so we can see the design and the color. Take a second photo close to the problem, such as the smudge, hole or stain, holding the camera steady so it is in focus. If the question is about size, add a photo of the size label inside the collar. If the parcel arrived damaged, add a photo of the outer packaging and the shipping label before you throw anything away. Three or four photos are usually enough, and smaller files send faster than very large ones.
10. Why we use email tickets
Rubytee handles support by email rather than live chat or phone so that every customer receives a written answer they can refer back to, with order details, agreed solutions and dates in one place. Email also lets you attach photos and measurements, which solve most T-shirt questions far faster than a description over the phone. A pre-filled subject line simply makes sure your message is sorted correctly the moment it arrives.
11. Prefer to browse first?
Many questions are already answered in our FAQs and Help Center. For delivery estimates and import charges, see Shipping & Delivery. For anything else, our Contact Us page explains all the ways to reach us.