Submit Ticket
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A support ticket at Nest Made is simply an email with the right subject line, sent to our support inbox. Choose the topic below that matches your question: each link opens a new email to support@nestmade.shop with the subject already filled in, so your message reaches the right answer straight away. We are an email-only shop, and we reply to every ticket within 24 hours on business days.
Before you send a ticket
- Have your order number ready. It is in your order confirmation email.
- Changing names or details? You have 24 hours from placing your order; send your ticket straight away.
- Returning something? You have 60 days from delivery, and the return label is free.
- Something damaged? Attach photos of the item, the box and the label.
- Never include card numbers, security codes or passwords.
Choose your ticket type
Orders you have just placed
- Change order: correct a name, date, birth details, option or shipping address within 24 hours of ordering. Write the new details in full, exactly as they should appear.
- Cancel order: cancel within 24 hours of ordering for a full refund. Include your order number and which items, if not the whole order.
- Photo for my order: send a photo for a design that uses one. Attach the photo and include your order number. Photos are deleted 30 days after delivery.
Delivery
- Where is my order: include your order number and a screenshot of the tracking page.
- Delivered but not received: tell us when tracking showed delivery and where you have already checked.
- Address problem: for a wrong address, a move, or a carrier notice about the address.
Returns, exchanges and refunds
- Return: within 60 days of delivery. Tell us which items, and whether you would like a refund or store credit. We send a free return label.
- Exchange: tell us the item you are returning and the option you would like instead; we explain the quickest route.
- Refund: questions about a refund already issued or expected. Refunds are issued within 7 days of your return reaching us.
Problems with an item
- Problem with my order: damage, a fault, or details that do not match your order notes. Attach photos and copy what you wrote in your order notes.
Before you order
- Question before ordering: sizes, how a long name will fit, timing for a shower date, gifts abroad. Include the product link and any measurements.
- Gift question: sending to the parents, secret names, gift lines, returns by recipients.
Account, payment and privacy
- Payment: declined payments, double charges, receipts. Never include card numbers.
- Privacy request: see, correct or delete your information, or ask us to delete a photo early. Send from the email address you used with us.
- Account help: sign-in problems or closing an account.
Rights and other topics
- DMCA notice and IP report: see our DMCA and Intellectual Property Policy pages for what to include.
- Feedback: ideas, suggestions or something that confused you on the website.
- Other question: anything else.
If the links do not open an email
Some devices do not have an email app set up for links. In that case, open your usual email service, start a new message to support@nestmade.shop and copy the subject line from the list above, such as “Change order” or “Return”. It works exactly the same way.
What to write in your ticket
| Ticket type | Please include | Helpful attachments |
|---|---|---|
| Change order | Order number; the full new details exactly as they should appear | None needed |
| Cancel order | Order number; whole order or which items | None needed |
| Where is my order | Order number; latest tracking status | Screenshot of tracking |
| Return or exchange | Order number; items; refund or store credit | None needed |
| Problem with my order | Order number; what is wrong; your order notes text | Photos of item, damage, box and label |
| Question before ordering | Product link; name or details; date you need it by | Photo of the wall or measurements |
| Privacy request | What you would like us to do | None needed; send from your checkout email |
What happens after you send a ticket
- Your email arrives in our support inbox. For time-sensitive requests, such as changes within 24 hours of ordering, the arrival time is what counts.
- We look up your order and read your message in full.
- We reply within 24 hours on business days with an answer, a confirmation, a return label or one clear question if we need more information.
- For things that take longer, such as a carrier investigation, we keep you updated by email until it is resolved.
Reply to our email to continue the same ticket. Keeping everything in one email thread means the whole history stays together.
Response times
We reply within 24 hours on business days, which are Monday to Friday excluding US public holidays. A ticket sent on Friday evening is answered by Monday evening at the latest. If you write from Canada, Australia or New Zealand, our reply may arrive during your night because we are based in Los Angeles. If you have not heard from us within 24 business hours, please check your spam and promotions folders and add support@nestmade.shop to your contacts.
Why we use email tickets instead of a form
Email works on every device, lets you attach photos easily, and gives you a copy of exactly what you sent, which matters when your ticket includes a baby’s name or birth details. It also means our reply lands in the same thread, so you and your partner can both see it. We may add a contact form in the future; if we do, it will send your message to the same inbox and reply time.
Which tickets are time-sensitive
Most questions can wait a day without any effect on your order. A few cannot, because your piece is prepared soon after you order and parcels keep moving. Send these as soon as you notice:
| Situation | Why timing matters | Send |
|---|---|---|
| Typo in a name or date | Changes are possible within 24 hours of ordering | Immediately, subject “Change order” |
| Wrong shipping address | Easy to fix before the parcel leaves us; harder once it ships | Immediately, subject “Address problem” |
| Duplicate order placed by mistake | Cancellations within 24 hours are refunded in full | Immediately, subject “Cancel order” |
| Carrier says the address is incomplete | The carrier may only hold the parcel for a limited time | The same day, subject “Address problem” |
| Damaged item | Photos are clearest while the packaging is still there | Within a day or two, subject “Problem with my order” |
| Return | You have 60 days from delivery | Any time within the window, subject “Return” |
Tickets from gift recipients
If you received a Nest Made gift and need help, you can send a ticket too. Use the subject that fits, such as “Return” or “Problem with my order”, and include your name, the delivery address and, if you know it, the buyer’s name. We will find the order and help you. Refunds go to the buyer’s original payment method, or we can issue store credit to you with the buyer’s agreement. For privacy, we do not share the buyer’s payment details or the price with recipients.
Tips for writing a ticket at 3 a.m.
Many of our tickets are written during a night feed. A few habits make them easy to act on even when you are exhausted:
- put the order number in the first line, so it is never missed;
- write names in full and spell out anything unusual letter by letter;
- attach photos rather than describing them;
- keep one topic per ticket, or number your questions if there are several;
- do not worry about polish: a short, clear note is perfect.
What a ticket cannot do
A few things are outside what we can change by email. We cannot change the payment method on an order that has already been paid; instead, cancel within 24 hours and order again. We cannot guarantee a carrier redirect once a parcel has shipped, although we will always ask. We cannot offer express shipping, and we cannot ship to countries other than the United States, Canada, Australia and New Zealand. When something is not possible, we say so plainly and suggest the closest alternative.
Our promises when you write
- A reply within 24 hours on business days, from the shop itself.
- Clear answers with real numbers, not vague reassurances.
- Your baby’s name, details and photos used only for your order; photos deleted 30 days after delivery.
- Written confirmation of every change, return, refund or store credit.
Following up on an open ticket
To add something to a ticket you have already sent, such as a second photo or a correction to your own message, reply in the same email thread rather than starting a new one. That keeps your whole conversation in one place, and the newest message is the one we act on. If you are following up because you have not heard back, reply to your original email with “Following up” at the start; it moves to the top of our inbox. If your ticket was about a change within 24 hours of ordering, the time your first email arrived is the one that counts, so a follow-up never makes you miss the window.
Accessibility
If writing an email is difficult for you, or you use assistive technology that makes some of our pages hard to use, tell us in your ticket what works best for you, for example short replies, plain text without links, or step-by-step instructions. We will adapt our replies and can help you place or change an order entirely by email.
Examples of clear tickets
Change order
“Order 1052, placed this morning. Please change the name on the knit blanket from Mila to Myla. Capital M, then y-l-a. Everything else stays the same.”
Problem with my order
“Order 1031. The round sign arrived with a chipped edge at the bottom left. Photos of the sign, the box and the label attached. My order notes said: Juniper Rose.”
Question before ordering
“Hi! The wall above our crib is about 50 inches wide. We are deciding between two sign sizes for the name Theodore. Which would look better? Product link: …”
Ticket subjects for twins and multiple items
When an order has several personalized pieces, for example matching blankets for twins or a sign plus a birth keepsake, mention every item your ticket is about. “Order 1060: please change Blanket 2 (sage) from Milo to Miles; Blanket 1 stays Theo” leaves no room for doubt.
Quick answers without a ticket
The FAQs and Help Center answer many questions immediately, and the Order Tracking page shows your order status any time. Our Contact Us page has our business details: Nest Made, 5166 Onacrest Dr, Los Angeles, CA 90043, US.