Submit a Ticket
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A support ticket is simply an email to our team with a clear subject line, so it reaches the right place and can be answered in one go. Choose the topic below that matches your question: each link opens a new email to support@blanketloft.com with the subject already filled in. Add your details, attach any photos, and send. A person will reply within 1 business day.
Before you send
- Have your order number ready (from the order confirmation email), if your question is about an order.
- Attach photos if something is wrong with a blanket: the whole blanket, a close-up and the shipping label.
- Never include card numbers, security codes, bank details or passwords. We never need them.
- Expect a reply within 1 business day, Monday to Friday excluding US public holidays.
1. Choose your topic
| Topic | Use it when | Open a ticket |
|---|---|---|
| Change my order | A typo, a different photo, size, fabric, color or address. Free within 24 hours of ordering. | Email: Change my order |
| Cancel my order | You want to cancel all or part of an order that has not shipped. | Email: Cancel my order |
| Where is my order | Tracking has not moved for 7 business days, or a parcel is late. | Email: Where is my order |
| Problem with my blanket | Misprint, wrong spelling compared with the order, damage, fading, a seam issue, or the wrong blanket. | Email: Problem with my blanket |
| Return or exchange | You want a refund, or a different size, fabric, color or personalization, within 60 days of delivery. | Email: Return or exchange |
| Refund question | A refund has not appeared, or you have a question about an amount. | Email: Refund question |
| Photo check | You want to know whether a photo will print well before ordering. | Email: Photo check |
| Product or size question | Choosing a fabric or size, care questions, special characters in names. | Email: Product question |
| Payment | A declined payment, a duplicate or unexpected charge. | Email: Payment |
| Group order | Several blankets for a family, team or event. | Email: Group order |
| Privacy request | Access, correction or deletion of your information or photos. | Email: Privacy request |
| Copyright or IP concern | You believe content on our site uses your work or trademark. | Email: Copyright notice |
| Something else | Anything not listed above, including feedback and ideas. | Email: General question |
If the links do not open an email program on your device, copy the address support@blanketloft.com into your usual email app and type the topic as the subject line.
2. What to include for each topic
Change my order
Your order number and exactly what should change. For text, type the new wording precisely, including capital letters and accents. For photos, attach the new image file. For an address, give the full new address including apartment number and postal code. Changes are free within 24 hours of ordering; after that we try until the blanket is made. See Cancel or Change an Order.
Cancel my order
Your order number and whether you want to cancel the whole order or a specific blanket. Within 24 hours a cancellation is always free; the refund is issued within 7 days of our confirmation.
Where is my order
Your order number, the shipping address, and what the tracking page says. If tracking has not moved for 7 business days, or the parcel is 7 business days past its estimated window, we open an investigation with the carrier. Our Order Tracking page explains each status.
Problem with my blanket
Your order number, three photos (the whole blanket, a close-up of the problem and the shipping label), and whether you would prefer a replacement or a refund. In most cases you will not need to send the blanket back.
Return or exchange
Your order number, which blanket, the reason, and whether you want a refund or an exchange. For an exchange, tell us the new size, fabric, color or personalization. We reply with a return authorization and a prepaid label or reimbursement instructions; return postage is free. Details are in our Returns & Exchanges Policy.
Refund question
Your order number and the date of our refund confirmation email, if you received one. We will send the transaction reference you can give to your bank.
Photo check
The original photo file (not a screenshot), the design you are considering, and the size and fabric. We will tell you honestly whether it will print sharply and suggest adjustments if needed.
Payment
The date, time and amount of the charge, the last four digits of the card if it was a card payment, and the order number if there is one. Never send the full card number.
Group order
Roughly how many blankets, the designs or fabrics you are considering, how many different names or photos are involved, the delivery country and the date you need them by. We will reply with what is realistic and whether one order or several makes more sense.
Privacy request
What you would like (a copy of your information, a correction, or deletion of your account or photos) and the order numbers concerned, sent from the email address on the order if possible. We may ask a simple question to confirm it is you, such as the shipping postcode.
Copyright or IP concern
The work or mark you own, the URLs on our site, and the statements described on our DMCA or Intellectual Property page.
Something else
Anything at all: a design idea, feedback about the website, a question about a name in another language. Give us as much context as you like.
3. Examples of tickets we can answer in one reply
A change request
Subject: Change my order. Message: “Order 1187. The second name on the family blanket should be Siobhán with an accent on the a, not Siobhan. Everything else is correct. Thanks, Claire.” That is all we need: the order number, which blanket, the exact correction and nothing ambiguous.
A problem report
Subject: Problem with my blanket. Message: “Order 1203, the 50 × 60 fleece photo blanket. The photo is printed much darker than the one I uploaded and you cannot see my dog’s face. Photos attached: whole blanket, close-up, label. I would prefer a replacement with a lighter background if possible. Mark.” With those details we can approve a replacement in the first reply.
A photo check
Subject: Photo check. Message: “Thinking of a 60 × 80 sherpa with this photo of my parents from their 40th anniversary. It is a scan of a print. Will it look sharp at that size?” Attached: the scan at full resolution. We reply with an honest yes, no, or “it would look better at 50 × 60”.
4. Tickets from gift recipients
If you received a Blanket Loft blanket and something is not right, you can open a ticket yourself. Use the order number on the packing slip, explain that the blanket was a gift, and tell us what you would like. We can arrange an exchange or a return directly with you. If a refund is due it goes to the person who paid, unless you ask for store credit in your own name.
5. Tickets with a deadline
If your question is tied to a date, such as a birthday, a memorial service, a baby shower or a flight, put the date in the subject line, for example “Change my order – needed by 14 November”. It helps us see at a glance which tickets are urgent, and it lets us tell you straight away whether the date is realistic with an estimated 2–7 business days of making time and 7–14 business days of transit. We would always rather give you an honest answer early than a hopeful one that turns out wrong.
6. Organizations and invoices
If you are ordering for a business, school, club or charity and need a formal invoice, open a ticket with the subject “Invoice”, the order number and the organization’s name and address as they should appear. We send the invoice by email.
If English is not your first language, write in whatever way is easiest for you. Short sentences are perfectly fine, and we will ask if anything is unclear. Names in other alphabets or with accents are welcome; include them exactly as they should appear.
7. What happens after you send a ticket
- Received: your email arrives in our support inbox, sorted by the subject line.
- Looked up: we find your order and any earlier conversations.
- Answered: a person replies within 1 business day, with an answer, a decision or a specific question.
- Resolved: when an action is needed, such as a correction, a label or a refund, we confirm in writing when it is done. The ticket stays open until you are happy with the outcome.
Please reply in the same email thread rather than starting a new one, so the whole history stays together. Sending several new emails about the same issue can slow things down, because each one joins the queue separately.
8. Priority topics
Some requests are time-sensitive, so we look at them first each business day:
- Change and cancellation requests inside the 24-hour window, because a blanket can be started soon after it closes.
- Problems with memorial blankets and with gifts for an upcoming date.
- Address corrections for orders about to ship.
Requests that arrive inside the 24-hour change window count as on time even if we reply after the window closes.
9. Keeping your information safe
Email is convenient but not the place for sensitive details. We will never ask you to send card numbers, card security codes, online banking details, passwords or government ID numbers. If you include anything like that by mistake, tell us and we will delete the message; you may also want to contact your bank. Photos you attach are used only to answer your request and to handle your order, and are deleted on the schedule in our Privacy Policy.
10. If you have not heard back
If a business day has passed without a reply, check your spam, junk or promotions folder for an email from an address ending in @blanketloft.com. Some email providers hold messages with large attachments; if you attached several big photos, try sending them in two emails. If there is still nothing, write again with “Second request” in the subject so we can check what happened.
11. Prefer to read first?
Many questions are already answered on these pages: FAQs, Help Center, Shipping & Delivery, Refund Policy, Size Guide and Contact Us.
Blanket Loft, 1806 E. Sequoia Trail, Sioux Falls, SD 57103, United States. Support: support@blanketloft.com.