Talk to the Prankwish crew
Real humans, real videos, real support. Whether you're planning your first surprise or fixing a delivery detail, we're here to help — by chat or email — usually within minutes.
Live chat
Tap the chat button on this page. Sessions are signed and stored privately for our support inbox. Replies typically within minutes during working hours.
Email support
Best for order numbers, attachments, refund or revision details. Replies within one business day, often faster.
Lost order link
Recover your private order link
Use the email entered at checkout. We'll send a fresh signed dashboard link — no support ticket needed.
What we can help with
- Order help — pre-order questions, custom requests, delivery speed clarification, occasion fit advice.
- Delivery tracking — countdown, ETA, missing email, video preview not loading.
- Revisions — wrong name, missed line, audio quality, tone adjustment, extra clip.
- Refunds & cancellations — covered under our refund policy. We review every case manually.
- Privacy concerns — see how we handle your data on the privacy page.
- Partnerships, affiliates, press — email us with subject line "Partnerships" and we'll route it.
Support hours and response times
Live chat & email
Monday–Friday, replies within minutes during working hours. Weekend coverage best-effort. We monitor delivery-critical messages outside hours so urgent video issues don't wait.
Order delivery
Rush 60-minute, 1-day, and 2-day options run 7 days a week. Choose your preferred delivery speed at checkout — countdown is visible on your private dashboard.
Before you message us
Most questions can be answered faster from your private order page or from the FAQ:
- Read the Prankwish FAQ — covers delivery, photos, scripts, revisions, and review submissions.
- See how Prankwish ordering works — full 3-step guide from product to delivered video.
- Review our trust page — verified review policy, refund policy, security and chat info.