Customer Help
Our happiness team is always here to assist.
This page is for customers who have already placed an order with Brickpetal. You’ll find practical guidance on tracking, production, shipping, payments, defects, and more. Our goal is to answer your questions quickly so you know what to expect.
Quick Navigation
- Order Tracking & Order Status
- Production & Processing
- Shipping & Delivery Help
- Payment Issues & Checkout Help
- Returns, Defects & Refund Process
- Common Scenarios
- When to Contact Customer Support
Order Tracking & Order Status
To check your order status, visit our Order Tracking page and enter your order number and email address.
You’ll also get email updates when your order is confirmed, in production, and shipped.
Common statuses include:
- Payment Confirmed: Your order is queued for production.
- In Production: Your item is being printed and prepared.
- Shipped: Your package is with the carrier.
Once shipped, tracking becomes active within 24–48 hours. If there’s no update after a few days, it’s usually just a scanning delay—carriers catch up soon.
Production & Processing
We make every item to order, printing and preparing it fresh after your payment is confirmed. This gives you the highest quality custom apparel.
Processing typically takes 1–2 business days. Production starts soon after, which is why we can’t modify or cancel orders once that step begins.
If you spot something needing a change (like address or size), contact us right away, we can help only if production hasn’t started yet.
Shipping & Delivery Help
We ship to all U.S. addresses. More details are in our Shipping Policy.
Estimated delivery is 5–9 business days from order (1–2 days processing + 4–7 days transit).
If your package seems delayed, check tracking first. Weather, holidays, or carrier volume can add time.
If tracking shows “delivered” but you don’t have it:
- Check around your property, porch, mailbox, or with neighbors/family.
- Contact the carrier directly with your tracking number.
- If still missing, let us know, we’ll assist.
Payment Issues & Checkout Help
We process payments through PayPal only. You can use your PayPal balance, linked bank, or debit/credit card (via Guest Checkout—no account needed). See our Payment Policy for details.
If payment didn’t go through, try again or a different funding source.
Pending charges are usually temporary authorizations, they resolve automatically. Duplicate charges are rare but can happen with retries; check with PayPal first, then email us.
Returns, Defects & Refund Process
If there’s a printing error, damage from fulfillment, or we sent the wrong item, we’ll take care of it with a replacement or refund after review.
To report:
- Email us with your order number, clear photos, and a description.
- We’ll review and let you know next steps.
We don’t accept returns for size/color preference or change of mind due to customization. Full eligibility is in our Returns & Refund Policy.
Common Scenarios
If I entered the wrong address: Email us immediately with your order number. We can fix it only before production and shipping.
If my package is delayed: Check tracking for updates. If significantly late, contact us, we’ll look into it.
If I received the wrong or defective item: Email photos and details within 60 business days of delivery. We’ll guide you based on our policy.
If tracking hasn’t updated: Wait 24–48 hours after the shipping email. If no change after several days, let us know.
When to Contact Customer Support
If your question isn’t answered here or you need personal assistance, we’re ready to help.
Email support@brickpetal.com with your order number and details (photos if it’s a product issue).
We reply within 1 business day, Monday through Friday.
Last updated: January 2026