Our goal is your complete satisfaction with your personalized ornament!

Because our ornaments are personalized to order, all sales are final. Orders received with no notes or incomplete/confusing instructions may be delayed until we verify personalization instructions with you. If we cannot reach you before the ship-by date, the item may be sent without personalization, or our best guess based the information provided.

Please review your personalization information before submitting your order. Check spelling, dates and names carefully.

We cannot accept changes to orders once they have been personalized.

Please contact us immediately if there are any issues! Occasionally, we do make mistakes. Don't worry! If it's our mistake, we will either fix it or replace the ornament if we cannot. All we need is for you to send us a photo of the damage, or incorrect personalization. We will send you a new one the next day if we have them in stock. If the ornament is not in stock, we will offer you a choice of another style or a full refund. We will also send a shipping label to send ornaments with errors back to us.

We do not offer partial refunds in compensation for ornaments that the customer decides to keep. We also cannot refund orders where the customer made an error in their personalization request, though we will work with you to fix the error.

Shipping will not be refunded on any orders as the shipping cost is incurred at the time of original shipment. For ornaments that we fix due to customer error, shipping both ways is the responsibility of the customer.

**Please proofread all personalization requests. Review your personalization information before submitting your order. Check spelling, dates and names carefully.

If you need to change the shipping address after you have placed an order, please cancel the original order and place a new one with correct shipping details.

If you need ornaments shipped to more than one address, place a separate order for each address. We cannot combine shipping for orders placed separately. To do so, we will cancel the original orders so you can place one combined order.

Please note that we cannot be responsible for the performance of the United States Postal Service, and we cannot provide tracking information other than what is provided by USPS. We are not responsible for items marked "delivered" by the US Postal Service that the customer does not receive.

Unfortunately, the only thing we personalize is the writing -- the names and messages. We cannot change colors or manufacture new ornament styles. Any writing you see in the sample photos can be changed, personalized for you, except in the few cases where the ornament description or photo says a piece of writing is "pre-printed." We cannot personalize the back of the ornament.

We will only include the writing you request with your order. We can't make assumptions about what we would like without you telling us, and each of our customer's has individual wants and needs for their ornaments.

With regard to writing style - we have several artists working with us and while each strives to make their writing very close to the samples, some natural variation will occur as all of our personalization is done by hand.

As you look at the ornament you would like to purchase, you will notice a text field to the right side of the listing. You can put all of your instructions there, using the format suggested in the listing. Then add the item to your cart. That keeps all the instructions together with your order. When you check out, you will be able to review all of your personalization.

If you made a mistake in your personalization and don't realize it before the order is completed, be in touch. We're happy to make additions or changes as long as you ship the ornament back to us and cover the return shipping.

I know it sounds crazy, but more often than not in this situation the package will end up showing up within a few days. Either it was delivered to a neighbor, or just still with your mail carrier. So please be patient for a few days.

Calling your local post office (not the 800 number, but your town’s post office) seems to help in these situations.

Unfortunately, we cannot refund or replace any orders that have been marked as ‘delivered.’