FAQs

DON'T FREAK OUT. CHANCES ARE, WE CAN HELP!

Orders

We work with a print-on-demand drop shipper. They have locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently! Please Note: some sizes and color options are supplied on demand and may take an extra few days to arrive to the fulfillment center. Check individual product descriptions for more information. 

Mug Care

Our mugs are dishwasher and microwave safe. We hate handwashing too.

How Do I Know What Size Should I Get?

Please make sure to consult the product sizing chart and product details before placing your order. While most items run true to size, we cannot account for every body type and fitting preferences. Sizing up is typically recommended if you are between sizes or don't like a snug fit. Feel free to contact us with questions beforehand as refunds are not issued for incorrect sizing. 

What is DTG Printing?

DTG (direct-to-garment) printing is like using a regular printer, but on t-shirts. Designs are printed directly onto the garment and absorb into the fabric.

DTG inks are eco-friendly, CPSIA-compliant, non-toxic, non-hazardous, and soluble in water. They're free from heavy metals, formaldehyde, and Alkylphenol Ethoxylates (APE).

When Will My Items Arrive?

The current fulfillment times are 4–9 business days for DTG products and 3–8 days for embroidery products. 

Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time depends on your location, but can be estimated as follows:

  • USA: 3–4 business days

  • Europe: 6–8 business days

  • Australia: 2–14 business days

  • Japan: 4–8 business days

  • International: 10–20 business days

You’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at emotionalsuppthreads@gmail.com.

 It is important to note that SOME color and size options are supplied on-demand and may incur a slightly longer fulfillment time. We try to remain in constant contact to receive updates on these delays but we are human and might miss one. If you are experiencing longer than usual delays, contact us and we will review the order. In-stock alternatives MAY be available if unusually long delays are expected. COVID-19 has affected shipping in some instances. 

Where Will My Order Ship From?

While most orders will come from within the USA, we work with an on-demand order fulfillment company with facilities worldwide! 

My Order Still Hasn't Arrived. What Should I Do?

Before getting in touch with us, please help us out by doing the following:

  • Check your shipping confirmation email for any mistakes in the delivery address

  • Ask your local post office if they have your package

  • Stop by your neighbors in case the courier left the package with them.

 

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at emotionalsuppthreads@gmail.com with your order number.

 

If you did find a mistake in your delivery address, including an address that is considered insufficient by the courier, we can send you a replacement order, but shipping will be at your own cost. 

Damages, Exchanges, Returns & Refunds

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at emotionalsuppthreads@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.

 

At this time, we don't offer exchanges. If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store, in the product description section. Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund!

 

If you receive the wrong product or it arrives damaged, to help us resolve this for you quickly, please email us at emotionalsuppthreads@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!

How Should I Care for My Emotional Support Threads?

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners.

Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

How Can I Be Featured on Your Site or Social Media?

Do you love your items? We'd love to hear from you! Email us, leave a photo comment, or tag us on social media for a chance to be featured with us! If you'd like to collaborate with us for charity, contact us here

Who Are You, Really?

Deena (FL) & Chrystal (Austin, TX) are two working moms who created this line because frankly they’re tired of being tired, sorry for saying “sorry” and don’t know how to say “NO” nearly as often as they should. Relatable? Let Emotional Support Threads do the talking for you and turn that masked frown upside down. Read more about us here

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