Contact Us
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Questions about a blanket, a photo, a size or an order are easiest to answer when they come to the right place with the right details. This page explains how to reach Blanket Loft, how quickly we reply, what to include so we can help on the first reply, and where to find instant answers for the most common questions.
How to reach us
- Email: support@blanketloft.com
- Support ticket: Submit a ticket with a pre-filled subject for your topic
- Reply time: within 1 business day (Monday to Friday, excluding US public holidays)
- Business address: Blanket Loft, 1806 E. Sequoia Trail, Sioux Falls, SD 57103, United States
1. Email is the fastest way
We are an online store and handle customer support by email, because it lets us look up your order, see your photos and reply with exact details rather than guesses. Write to support@blanketloft.com from any email address. A person reads every message, and we reply within 1 business day. Messages sent on a weekend or US public holiday are answered on the next business day, oldest first.
We do not currently offer phone or live-chat support. If you see a phone number or chat account claiming to be Blanket Loft, it is not us. Please do not share order or payment details with it, and let us know so we can warn other customers.
2. What to include in your message
Most questions can be answered in one reply if the first message has these details:
- Your order number, from the confirmation email (it looks like #1234). If you do not have it, the email address used at checkout and the name on the order.
- Which blanket you are asking about, if the order has more than one.
- What you would like us to do: change a name, check a photo, start a return, track a parcel.
- Photos if something is wrong with a delivered blanket: the whole blanket, a close-up of the problem, and the shipping label.
- Your deadline if the blanket is a gift for a particular date. It helps us tell you honestly what is possible.
Please never send card numbers, security codes, bank details or passwords. We never need them to help you, and we never ask for them.
3. Find the right page for your question
Many answers are already written down. This table points to the page that covers each common topic in full.
| Your question | Best page | Or email us with the subject |
|---|---|---|
| Where is my blanket? | Order Tracking | “Where is my order” + order number |
| I made a typo or want to change something | Cancel or Change an Order | “Change” + order number (within 24 hours) |
| How long will delivery take? Do you ship to my country? | Shipping & Delivery | “Shipping question” |
| I want to return or exchange a blanket | Returns & Exchanges | “Return” + order number |
| When will I get my money back? | Refund Policy | “Refund” + order number |
| Which size or fabric should I choose? | Size Guide and FAQs | “Size question” |
| Will my photo print well? | FAQs | “Photo check” with the photo attached |
| Payment declined or charged twice | Payment Methods | “Payment” + date and amount |
| Privacy or deleting my photos | Privacy Policy | “Privacy request” |
| Copyright or trademark concern | DMCA and Intellectual Property | “Copyright notice” or “IP concern” |
| Bulk or group orders | This page, section 5 | “Group order” |
For an overview of everything, start at the Help Center.
4. Checking a photo before you order
The question we enjoy answering most is “Will this photo work?” If you are planning a photo or portrait blanket and are not sure about a picture, email it to us before ordering, with the size and fabric you have in mind. We will tell you whether it is sharp enough, whether faces will be cropped by the design, and whether a different background color would help. Please send the original file from your phone or camera, not a screenshot or a picture saved from social media, which are heavily compressed.
Photo checks are free and there is no obligation to order. We use the photo only to answer your question and delete it afterwards unless you go on to order.
5. Group, event and larger orders
Family reunions, teams, classes, retirements and memorial gatherings sometimes need several blankets with different names or the same design. Email us with the subject “Group order” and tell us roughly how many blankets, which designs or fabrics you are considering, the names or photos involved, and the date you need them by. We will reply with what is possible, including whether it makes sense to place one order or several. We do not offer quantity discounts automatically; if a discount is available for a particular group order we will tell you before you buy.
6. Gift questions
If you are sending a blanket to someone else, we can answer questions without spoiling the surprise. Shipping emails go to the person who placed the order, not the recipient, and prices are not printed on the outside of the parcel. If the recipient needs to contact us later, for example to exchange a size, they can use the order number on the packing slip.
7. If something has gone wrong
We are sorry if your blanket is not what you expected. Email us with your order number and photos, and tell us what you would prefer: a replacement, an exchange or a refund. When the problem is ours, such as a misprint, damage or the wrong blanket, you usually do not need to send anything back, and we act as soon as we have reviewed the photos, normally within 1 business day. Our Returns & Exchanges Policy and Refund Policy describe exactly what happens next.
If you are not satisfied with our first reply, write back and say so. Every conversation stays open until you tell us it is resolved.
8. Business details
| Detail | Information |
|---|---|
| Business name | Blanket Loft |
| Business address | 1806 E. Sequoia Trail, Sioux Falls, SD 57103, United States |
| Customer support email | support@blanketloft.com |
| Website | blanketloft.com |
| Countries we ship to | United States, Canada, Australia, New Zealand |
| Reply time | Within 1 business day |
The business address is for correspondence and legal notices. It is not a store or showroom, so we cannot accept visits, collections or returns there. Returns go to the address given in your return authorization email.
9. What happens after you write
- Your message arrives. If you used the ticket page, the subject line already tells us the topic, which helps us route it.
- We look up your order. With an order number this takes seconds; without one, we search by your email address and name.
- We reply within 1 business day with an answer, a decision, or a clear question if we need something more, such as a photo.
- We follow through. If the answer involves an action, for example correcting a name, sending a return label or issuing a refund, we confirm in writing when it is done.
If you have not heard from us within 1 business day, check your spam, junk or promotions folder for a message from @blanketloft.com, and add our address to your contacts. If it is not there, write again; occasionally an email provider blocks messages with large attachments.
10. Names in other languages, accents and special characters
Many of our customers have names that use accents, apostrophes or letters from other alphabets: Zoë, Seán, O’Connor, Łukasz, Māori names with macrons such as Māia. If you are not sure whether a design can print a particular character, ask us before ordering and include the exact name. We will tell you whether the lettering in that design supports it, or suggest a design that does. It is much better to check first than to receive a blanket with a missing accent.
11. Help placing an order
If you have difficulty using the website, for example because of a visual impairment, or you simply find online forms frustrating, email us with what you would like and we will help you through the order step by step. You will still pay through the secure checkout, but we can prepare the details with you so nothing is missed.
12. Feedback and ideas
We read every suggestion, whether it is a design you wish we made, a size that would suit your sofa better, or a page on this site that confused you. Send it with the subject “Idea”. We cannot promise to make every idea, but feedback is the main way the store improves.
13. Contacting us about a memorial blanket
Some of the blankets we make are in memory of a person or a pet. If you are ordering one, you are welcome to tell us as much or as little as you like. It helps us understand why a particular photo matters, and why we should check with you before cropping it. You do not need to explain anything to start a return or ask a question, and if you would prefer we did not mention the memorial in our replies, just say so. If a memorial blanket arrives with any problem, we treat it as urgent and reply the same business day where we possibly can.
14. Messages by post
Formal letters, such as legal notices, can be sent to the business address above. Post takes much longer than email to reach us and be answered, so for anything about an order, please email.
15. Beware of impersonation
Our emails come only from addresses ending in @blanketloft.com, and our website is only blanketloft.com. We will never contact you to ask for payment details, to “verify” a card, or to collect a fee before releasing a parcel. If you receive a message like that, do not click its links; forward it to support@blanketloft.com.
16. Before you write: quick answers
- How long does a blanket take? an estimated 2–7 business days to make, then 7–14 business days in transit. Shipping is free to the US, Canada, Australia and New Zealand.
- Can I fix a typo? Yes, free of charge within 24 hours of ordering.
- Can I return a personalized blanket? Yes, within 60 days of delivery, with free return postage.
- When do refunds arrive? We issue approved refunds to your original payment method within 7 days.
- Where is my tracking number? In your shipping confirmation email, and on the Order Tracking page.
- Do you ship to my country? We ship to the United States, Canada, Australia and New Zealand only, from the USA. If your country is not on the list, the checkout will not offer shipping, and we will not take payment for an order we cannot deliver.
Still need us? Email support@blanketloft.com or submit a ticket. We look forward to helping you find the right blanket.