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\nEvery question about Yard Flag, from “which size fits my porch bracket?” to “my mat arrived with the wrong name”, goes to one address: support@yardflag.shop. A real person reads it and answers within 24 hours on business days. A message sent on a Saturday morning is usually answered on the next business day.
\nWe chose email on purpose. A flag order often hangs on small details: a spelling, a house number, a measurement from the bracket to the porch ceiling. Those are easier to get right in writing, and you have a record of what was agreed. If you would rather not write a long message, the Submit Ticket page gives you a ready-made subject line and a short list of what to include for each kind of request.
\nWhen you write, use the email address you placed the order with if you can. It lets us find the order quickly and confirms that the request comes from the person who bought it. If you are writing from a different address, say so and give the order number and the name on the order.
\nA complete first message usually means a complete first answer. Before you press send, check that you have included:
\nWhat not to include: card numbers, security codes, bank details, account passwords or one-time codes. We will never ask for them by email, and if you receive a message that does, it did not come from us.
\nMany questions are already answered on a policy page. The table below sends you to the right one. If the page does not settle it, email us and say which page you read; it helps us answer the part that is still open.
\n| Your question | \nWhere to look first | \nWhen to email instead | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nWhen the page shows no update or you want the current status. | \n
| How long does shipping take, and to where? | \nShipping & Delivery | \nIf your address is outside the US, Canada, Australia or New Zealand. | \n
| I need to change or cancel an order | \nCancel or Change an Order | \nAlways, and within 24 hours of ordering. | \n
| I want to send something back | \nReturns & Exchanges Policy | \nTo ask for your free return label within 60 days of delivery. | \n
| When will I get my money back? | \nRefund Policy | \nIf more than 7 days have passed since your return reached us. | \n
| Garden flag or house flag? Will the mat fit? | \nSize Guide and FAQs | \nWhen you have measured and are still between options. | \n
| How do I pay? | \nPayment Methods | \nIf checkout shows no option that works for you. | \n
| What do you do with my data? | \nPrivacy Policy | \nTo ask for a copy or deletion of your data. | \n
| Several items for one address, or a gift | \nThis page, below | \nBefore you order, so we can answer on timing and addresses. | \n
Say you ordered the Family Name Porch Leaner Sign and typed “The Miller’s” with an apostrophe, then realised an hour later that a plural surname never takes one. Email us within 24 hours of ordering with the order number, the exact new text (“The Millers”) and, if you added one, the “Est.” year. Inside that window we can change it. After 24 hours the order may already be in production, and we print exactly what was typed. There is no proof step, so the live preview on the product page, the cart line and your order email are the three places to catch a typo. Read them once, slowly.
\nHousewarming gifts are one of the nicest uses of a family name doormat or mailbox cover. If you are sending one to new homeowners, put their name and address in the shipping fields at checkout and your own details in billing. Double-check the house number and ZIP or postcode; a new street is often one nobody in the family has written out before. If you notice a mistake in the shipping address, email us within 24 hours of ordering. We do not publish gift-wrap or gift-message options, so if you want to know what the parcel will show, ask us before you order.
\nMany people buy a season set: a flag, a mat and a porch sign together. You can put them all in one order. Different items may be made and sent separately, so they can arrive on different days; if one piece arrives before the others, give it a few days before writing to us. We do not offer bulk or group pricing. If you are planning a larger order, for a street or a community event, email us first with the products and quantities and we will tell you what we can and cannot do.
\nNew home, new name on the mat: this is a common reason to write. If you have already placed an order with the old surname and it is still within 24 hours, we can change it. If the item has already been made, it is still covered by our 60-day returns from delivery, personalised items included, and the returns page explains the steps. Then you can order the new name separately.
\nWe are happy to answer questions before you order, and we would rather you ask than guess. A few facts settle most of them:
\nMeasuring helps us help you. If you are not sure which flag size fits, send us the type of holder you have (garden stand or porch bracket) and, for a bracket, roughly how far it is from the floor of the porch and from any overhang. If you are asking about a mat, send the width of your step.
\nIf you live in Australia or New Zealand, tell us so in your message. Our homepage swap ring has a North / South toggle because your seasons are the other way round, and Christmas falls in summer. When we suggest a design, we will suggest it for your season: spring from September to November, summer from December to February, autumn from March to May and winter from June to August. Transit to Australia and New Zealand is the same 7-14 business days as everywhere else we ship, after 1-3 business days to make the order.
\nIf you are helping a parent or neighbour with an order they placed, we can answer general questions freely. For anything that changes the order, such as the name on a mat, the shipping address or a cancellation, it helps a great deal if the request comes from the email address on the order, or if the buyer is copied into the message, so we can be sure the change is what they want.
\nOpen the parcel soon after it arrives, before swap day if you can, so there is time to sort out anything that is not right. If a flag, mat, sign or gift arrives damaged, printed differently from the text you typed, or not as described on the product page, email us with your order number and a clear photo, and we will help. Tell us which item it is and what you see. A photo of the whole item and one close-up of the problem is usually enough.
\nSome things look like problems and are not. The back of every flag shows the design in reverse, because each flag is printed on one side. A flag that wraps round its pole in a gusty week needs a rubber stopper or an anti-wind clip, which are separate items we do not sell. A mat left on an open, uncovered step through a wet month will look tired sooner than one under a porch roof. If you are not sure which of these you are looking at, send the photo anyway; we would rather look than have you guess.
\n| You write on | \nWhat to expect | \n
|---|---|
| A business day | \nA reply within 24 hours. | \n
| A weekend or public holiday | \nA reply within 24 hours of the next business day starting. | \n
| Within 24 hours of ordering, about a change | \nWrite as soon as you can; the change window is 24 hours from the order, whatever day it falls on. | \n
If you have not heard from us after a business day, check your spam or promotions folder for a message from support@yardflag.shop, then write again from the same address. Please send one message per order and reply in the same thread when you add details; a new thread for every photo makes it harder to keep the story in one place.
\nEmail: support@yardflag.shop
\nThis is our business address for correspondence. Please do not post a return before you have emailed us; we reply with the return steps and your free return label for a change-of-mind return. To read more about the shop, see About Us, or browse the Help Center for guides by topic.
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