Help & Support
Customer Support
We stand behind every product and service. If something isn't right, we will make it right. Call 770-686-7726 — Mon through Fri, 9AM to 6PM Eastern.
Call or Text Anytime
770-686-7726
Support Options
How To Reach Us
📞
Phone & Text
Fastest response. Call or text 770-686-7726. Available Mon–Fri, 9AM–6PM Eastern. For urgent matters, call first.
Call 770-686-7726📧
Email Support
For non-urgent issues, project questions, and billing inquiries. Response within 24 hours Mon–Fri.
Email Support📋
Submit A Ticket
Fill out the support form below with details about your issue. Best for complex problems or photo evidence of defects.
Open A Ticket❓
FAQ
Check our FAQ first — we have answered the most common questions about ordering, payments, turnaround, and more.
View FAQSupport Hours
When We're Available
| Day | Hours (Eastern) | Best Contact |
|---|---|---|
| Monday | 9AM – 6PM | Phone, Email, Form |
| Tuesday | 9AM – 6PM | Phone, Email, Form |
| Wednesday | 9AM – 6PM | Phone, Email, Form |
| Thursday | 9AM – 6PM | Phone, Email, Form |
| Friday | 9AM – 5PM | Phone, Email, Form |
| Saturday | By appointment | Text or email |
| Sunday | Closed | Email — respond Monday |
What To Expect
Phone and text — typically same-day response during business hours
Email — within 24 hours Mon–Fri
Support form — within 24 hours with ticket number
Defective products — resolution within 3 business days
Refund requests — reviewed within 5 business days
After-hours messages — addressed first thing next business day
Product Support
Product-Specific Help
🪧 My sign arrived damaged. What do I do?
Take clear photos of the damage and email them to support@prmlrecords.com with your order details. We will assess and either reprint or refund within 3 business days. Do not discard the damaged item until we review the photos.
🔑 My keychain broke quickly. Can I get a replacement?
We stand behind the quality of our keychains. If a keychain breaks within 30 days of delivery under normal use, contact us with photos and your order info and we will replace it. Normal wear after 30 days is not covered.
💡 My light box is not lighting up correctly. Help?
First, check that the power cable is fully seated and the outlet is working. Check that the switch is in the ON position. If the issue persists, email support@prmlrecords.com with a short video showing the problem. Light boxes have a 90-day warranty on electronics.
My order hasn't arrived. What do I do?
First, check the tracking number sent to your email. If tracking shows delivered but you didn't receive it, check with neighbors and your building management. If the package appears lost in transit, contact us at support@prmlrecords.com and we will file a claim with the carrier on your behalf.
The engraving on my item looks different than the design I sent. What now?
If the engraving does not match the approved proof we sent you, that is our error and we will reprint at no cost. If the error is in the design file you provided, we can reprint at a reduced fee. Email support with photos of your item and the original design file.
Submit A Ticket
Open A Support Request
Use this form for detailed support requests, to attach photos of defective items, or for billing questions. For fastest response, call 770-686-7726.
770-686-7726
Fastest support — call or text us directly
Email Support Direct
support@prmlrecords.com
Support Request
Tell us what happened and we will make it right.