Submit Ticket
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Opening a ticket, in brief
- A ticket is one email to support@yardflag.shop. There is no form to fill in on this site.
- Start the subject line with the type of request, then your order number.
- Include the product, the option, what happened and what you would like us to do.
- Add a photo for anything that arrived damaged, wrong or not as described.
- We reply within 24 hours on business days.
- Never send card numbers, security codes, bank details or passwords.
How a ticket works at Yard Flag
Yard Flag runs support by email only. We have no phone line, no live chat and no web form, so “opening a ticket” simply means sending one email that holds everything we need to act. Each email thread is one ticket. When you reply in the same thread, your new details join the old ones, and nothing gets lost between messages.
This page is a checklist for writing that email well. A clear subject line tells us at a glance what kind of help you need. A complete first message means we can answer in one reply instead of three. Both matter most when time is short, such as when you are still inside the 24-hour window to change an order, or when the next swap day is close.
Send your ticket to support@yardflag.shop, from the email address you used at checkout if you can. That address is how we match your message to your order.
Step 1: choose your ticket type and subject line
Begin the subject line with one of the ticket types below, followed by your order number. If you have not ordered yet, use “Before I buy” and the product name instead. Each link in the table opens a new email with the start of the subject line already filled in; add your order number to the end before you send.
| Ticket type | Use it when | Subject line to start with |
|---|---|---|
| Change request | You want a different size, design, name text or shipping address, within 24 hours of ordering | Change request – Order |
| Cancellation | You want to cancel the whole order, within 24 hours of ordering | Cancellation – Order |
| Order status | You want to know where your order is | Order status – Order |
| Problem with an item | Something arrived damaged, printed differently from what you typed, or not as described | Problem with an item – Order |
| Return | You want to send something back within 60 days of delivery | Return – Order |
| Refund question | Your return has reached us and you have a question about the refund | Refund question – Order |
| Before I buy | You have a question about sizes, seasons, materials or personalisation | Before I buy – |
| Privacy request | You want a copy of your data or want it deleted | Privacy request |
| Rights notice | You believe a design uses your work without permission | Rights notice |
A finished subject line looks like “Change request – Order 1042” or “Before I buy – Tulip Row house flag”. Short is better. One ticket type per email: if you want to change one order and ask a sizing question about another product, two emails are clearer than one.
Step 2: write the message
The body of the email needs five things. You can copy this list and fill it in:
- Order number. From your order email. Leave it out only for a “Before I buy” ticket.
- Name on the order. Especially if you are writing from a different email address than the one used at checkout.
- Product and option. For example “Sunflower Rows, Garden flag”, “Swap Day Mug, 15 oz” or “Family Name Porch Leaner Sign, 5 ft”.
- What happened. One or two plain sentences. “The mat arrived folded and has a crease across the middle” tells us more than “issue with my order”.
- What you would like. A spelling change, a cancellation, a return label, a status check, a sizing answer.
That is all. You do not need to explain why you want a return; change-of-mind returns are welcome within 60 days of delivery.
Step 3: add what fits your ticket type
Change requests and personalised items
Write the new text out in full, exactly as it should be printed, with capitals and punctuation. Do not write “fix the apostrophe”; write “The Millers”. If there is an “Est.” year, give all four digits. For the Family Name Mailbox Cover, include the house number if you want one, up to 6 characters. Remember the limits: the family name is up to 18 characters. We print exactly what is in the order, and no proof is sent before production, so the text in your email is what we copy across. Changes are possible only within 24 hours of ordering; the Cancel or Change an Order page has the detail.
Problem with an item
Attach a clear photo of the whole item and one close-up of the problem. If the outside of the parcel was damaged, a photo of the parcel and its label helps too. Then tell us which item in the order it is. We will help from there. Customer photos sent with a problem report are deleted 30 days after delivery. Before you write, one quick check: the back of every flag shows the design in reverse, because each flag is printed on one side. That is how the flags are made, not a fault.
Returns
List the items you are sending back and how many of each. For a change-of-mind return we pay the return postage and send you a free return label, so wait for our reply before posting anything. Personalised items can be returned within the same 60 days from delivery. The Returns & Exchanges Policy lists every step.
Order status
Give the order number and the date you ordered. Each order takes 1-3 business days to make and then 7-14 business days in transit, so it helps to count how many business days have passed before you write. You can also check the Order Tracking page first.
Before I buy
Tell us what you already have by the door. For flags, say whether you have a garden stand or a porch bracket with a house pole, because every flag is sold flag only and no stand, pole or bracket is included or sold here. For mats, give the width of your step and whether it is covered. For leaner signs, say how much space there is beside the door. For an Australian or New Zealand porch, mention it so we suggest designs for your season, where Christmas falls in summer.
Privacy requests and rights notices
For a privacy request, write from the email address on your orders, so we can find your records. The Privacy Policy explains what we hold. For a rights notice, the DMCA page lists what a notice must contain, and the Intellectual Property Policy explains how we handle it.
Three tickets, written well
A spelling change
Subject: “Change request – Order 1042”. Body: “Hello, I ordered the Family Name Welcome Flag, House flag, about an hour ago and typed The Miller’s. Please change it to The Millers, Est. 2019. The name on the order is J. Miller.” That is everything we need, and it arrives well inside the 24-hour window.
A size swap after delivery
Subject: “Return – Order 1187”. Body: “I ordered the Harvest Pumpkin flag as a Garden flag, but my porch bracket needs a house flag. I would like to return the garden flag. It is unused and folded dry.” We reply with the return steps and the free return label. You then order the house flag version separately when you are ready.
A question from Auckland
Subject: “Before I buy – summer flag”. Body: “I live in Auckland and want a summer flag up by mid-December. Which designs would you suggest, and how long does shipping to New Zealand take?” We answer with designs for a southern summer and the stated times: 1-3 business days to make and 7-14 business days in transit, so up to 17 business days in all, as an estimate rather than a guarantee.
These examples use made-up names and order numbers. Please use your own.
What happens after you send it
| Stage | What happens |
|---|---|
| You send the email | It arrives in the support inbox as a new ticket. |
| We read and reply | Within 24 hours on business days, with an answer or the next step. |
| If we need more | We ask in the same thread; reply there with the missing detail or photo. |
| We act on it | The change, return label, status update or answer goes out by email. |
| Refunds | For a return, the refund is sent within 7 days of receiving the return. |
Our replies come from the same support address you wrote to. Adding it to your contacts makes it less likely that a reply lands in a filtered folder. If a full business day goes by with nothing from us, the quickest way to nudge the ticket is to reply to your own sent email: the thread then carries your first message and the nudge together, and we pick up where it started rather than reading it as a brand-new request.
Timing your ticket
Some tickets are urgent and some can wait a week. Knowing which is which saves you worry.
- Send at once: change requests and cancellations. The window is 24 hours from the moment you order, and it runs on weekends too, so do not wait for Monday.
- Send soon after delivery: problems with an item. Open the parcel when it arrives rather than on swap day, so there is time to sort things out before the flag is meant to go up.
- Send any time within 60 days of delivery: returns, including personalised items.
- Send when you are ready: questions before you buy. If you are counting back from a swap day, ask early; the 17-business-day estimate starts only when the order is placed.
One ticket that is easy to forget: if you are sending a gift to someone else’s address, tell us in the first message who will receive it, so any question about delivery reaches the right person. The name and address in the shipping fields at checkout are where the parcel goes, so check them before you pay.
What never to send
- Card numbers, expiry dates or security codes.
- Bank account details.
- Passwords or one-time codes for any account.
We will never ask for any of these by email. If a message that looks like it is from us asks for them, do not reply to it. Payment happens only at checkout, where the available payment options are shown; see Payment Methods.
Before you write: pages that may already answer you
Many tickets can be settled in a minute by the right page. The FAQs cover more than thirty common questions. The Help Center groups everything by topic. Shipping & Delivery covers countries and times, the Refund Policy covers the money, and the Size Guide helps you choose between a garden flag and a house flag. If none of them settles it, write to us. That is what the inbox is for.
Contact details
Yard Flag, 1017 Evening Star Dr, Roaming Shores, OH 44085, US. Email: support@yardflag.shop. Email only; replies within 24 hours on business days. More ways to get help are on Contact Us.