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\nPlant Ink answers customers at a single address: support@plantink.shop. Questions before you buy, changes after you buy, parcels on the way, returns and refunds all go to the same inbox, so you never need to work out which department to write to.
\nWe reply within 24 hours on business days. A message sent on a weekend or a public holiday is answered on the next business day. You do not need to send it twice; a second email about the same matter usually slows things down, because the two threads have to be joined before anyone can answer.
\nWe keep to email on purpose. A written thread means the spelling of a name, a plate number or a street address is recorded exactly as you gave it, and both of us can look back at what was agreed. For a store that prints names on clothing exactly as typed, that record matters.
\nIf you prefer to start from a subject line that is already filled in, the Submit a Ticket page has a link for each common reason to write.
\nThe business behind plantink.shop is:
\nPlant Ink
10835 Flying Nell Ct
Las Vegas, NV 89141
US
Email: support@plantink.shop
\nThis is our business address for correspondence. Please do not post a return to it without writing to us first: returns travel with the free return label we send you, and the label carries the address the parcel should go to. The Returns & Exchanges Policy explains the steps.
\nA first email with the right details usually gets a complete answer in one reply. The list below is short.
\nWrite the corrected text out in full, on its own line, exactly as it should be printed. Do not describe the change (“remove one T”); give us the finished line. For example, a hoya collector who typed “From the garden of Margueritte” on the Monstera tee and noticed 40 minutes later would send the order number and one line: From the garden of Marguerite. Changes are possible within 24 hours of ordering. We print exactly what you type and do not send a proof, so the corrected line you send is the line that will be printed.
\nAttach a clear photo of the whole piece and a closer photo of the problem, and include the order number. We will put it right with a replacement or a refund under the 60-day policy. Photos sent for a report of this kind are deleted 30 days after delivery.
\nTell us which plate you are looking at and what you are trying to decide: a size, a colour, the wording of a collector’s line, or whether a gift can arrive by a certain date. We can tell you the printing and transit times, but we cannot guarantee a delivery date.
\nHow we handle the details you do send is described in the Privacy Policy.
\nMany questions are already answered on a page of this site. The table below points each common topic to the page that covers it. If the page does not settle it, write to us and mention that you have read it, so we do not send you back there.
\n| You want to | \nStart here | \nWrite to us when | \n
|---|---|---|
| See where an order is | \nOrder Tracking | \nTracking has not moved or the parcel seems late | \n
| Change a size, colour, address or name | \nCancel or Change an Order | \nStraight away; the window is 24 hours from ordering | \n
| Cancel an order | \nCancel or Change an Order | \nStraight away; the window is 24 hours from ordering | \n
| Send something back | \nReturns & Exchanges Policy | \nYou are ready for a free return label | \n
| Ask about a refund | \nRefund Policy | \nMore than 7 days have passed since we received your return | \n
| Know when and where we deliver | \nShipping & Delivery | \nYour country or address raises a question the page does not cover | \n
| Choose a size | \nSize Guide | \nYou are still between two sizes after measuring | \n
| Understand the plates and the collector’s line | \nFAQs | \nYou think a plant name or a drawing is wrong | \n
| Know how to pay | \nPayment Methods | \nCheckout shows an error you cannot get past | \n
| Report a copyright concern | \nDMCA and Intellectual Property Policy | \nYou hold the rights and want to send a notice | \n
| Not sure where to look | \nHelp Center | \nNothing there fits your situation | \n
Each order is printed to order in 1-3 business days. That is why the window for changes is short: you can cancel or change an order within 24 hours of placing it. If you notice a wrong size, a wrong colour, a mistyped name or an old delivery address, email us as soon as you see it rather than waiting until the evening.
\nPut the change in the subject line. “Order 1234: change size L to XL” is read faster than “Question”. Give the order number first and the change second, and write the new value in full.
\nAfter the 24 hours have passed, the route is the returns policy: you have 60 days to return a piece with a free return label, and the refund is issued within 7 days of our receiving the return. That applies to the three personalised plates as well as to everything else.
\nWe deliver to the US, Canada, Australia and New Zealand, free and with no minimum, and orders ship from the USA. Transit takes 7-14 business days after 1-3 business days of printing.
\nTwo questions come up often from outside the US.
\nReplies are sent during business days, so allow for the difference in time zones: a message sent on a Friday afternoon in Wellington may be answered when our next business day begins.
\nYou do not need to contact us to order a gift or to order as a group, but a few points save emails.
\nYou can send an order to an address that is not your own by entering it as the delivery address at checkout. The three personalised plates each have an optional gift note of up to 140 characters; it is placed on the packing slip only. If you are unsure of the recipient’s size, the Size Guide has suggestions, and a piece that does not fit can be returned within 60 days.
\nThere is no minimum order and no separate group process. Each member places their own order in their own size and colour, and each order is printed and sent on its own. If six members of a community garden want the Tomato Illustration T-Shirt, six separate orders is the way to do it. Write to us if you have a question the group cannot settle, such as how sizes compare across the range.
\nThese are examples of emails that need no follow-up question from us. Use them as a pattern and change the details.
\nSubject: Order 1234: change colour Soil to Moss. Body: “I ordered Plate No. 2, the Golden Pothos Illustration T-Shirt, size M, an hour ago. I chose Soil and meant Moss. Please change the colour to Moss. Everything else stays the same.” The order number, the plate, the old value and the new value are all there, and the message was sent inside the 24-hour window.
\nSubject: Order 1234: print flaw on tote bag. Body: “The Purple Coneflower Illustration Tote Bag arrived today for our plant-swap table. Part of the plate number is missing from the print. Two photos attached, one of the whole bag and one close up. I would like a replacement.” We have what we need to put it right with a replacement or a refund under the 60-day policy.
\nSubject: Size question, Plate No. 12. Body: “I am between L and XL in most tees and want room to reach across a raised bed. I have measured a tee I own as the Size Guide describes. Which would you suggest for the Tomato Illustration T-Shirt?” Naming the plate and saying how you want the piece to fit lets us answer in one reply.
\nShort is good. A subject line that names the order and the request, and three or four plain sentences, are usually enough.
\nWe reply within 24 hours on business days. If that time has passed and nothing has arrived, check these before writing again.
\nFor anything else, write to support@plantink.shop. Tell us the plate, the order number if there is one, and what you need, and we will take it from there.
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