How do I resolve an issue with my order?
Understanding Issue Notifications
Running a brand means juggling a lot — and when something goes off track, we want you to know right away. That’s why we’ve built Issue Notifications into your LA Sublimation Portal to help you spot and resolve any problems before they slow down production.
Why You Might Receive an Issue Notice
You’ll get an “Issue” notification if something in your order needs attention — for example:
- A file upload error or missing artwork
- A missing or invalid shipping address
- A product detail that needs clarification
When this happens, you’ll receive an email from us and see the issue appear in the Issues section of your LA Sublimation Portal.
Reviewing Issues in Your Portal
Inside your Issues Queue, you can view all open issues affecting your orders (newest first).
Each issue card includes key details so you can quickly understand what’s needed to move your order forward.
Click any issue to expand it and see the full context, including notes from our team and the exact step in production where it’s paused.
Communicating With Our Team
If you have a question about an issue:
- Reply directly to the issue notification email, or
- Use the Issue Details dropdown in the Portal to message our team.
A member of our LA Sublimation Support team will review your message and respond promptly.
Choosing a Resolution
Every issue will include one or more possible next steps — such as:
- Updating or re-uploading artwork
- Correcting a product option or address
- Canceling an item if the order was placed in error
Once you choose your resolution, we’ll automatically move your order back into production.
Need More Help?
If you ever get stuck, reach out anytime at sales@sublimation.la or click the support icon within your Portal.
We’re here to help keep your brand moving — fast, clear, and on track.