Cancellation

Due to the nature of our keepsakes, we do not accept returns on personalized ornaments.

Once you give your consent to purchase, it is not likely we will be able to cancel your personalized ornament order. You may contact us at sales@personalizeornaments.com and we will try our best to accommodate your request if your order has not yet been personalized or packaged for shipping. Please note that by sending us a request to cancel or amend your order does not guarantee that the change will be completed. Personalize Ornaments is not obligated to cancel or change an order once you have submitted it to us via our checkout form. During the months of November and December, it is very unlikely that we will be able to alter or cancel your purchase. If you have any questions about your order, please contact us before submitting your order.

 

Conditions for Replacements

While we take every precaution to correctly personalize your ornaments, unfortunately errors do occur. Also when handling and packing our merchandise, breakage can occur during the transit process. If your item arrives with a misspelling, error, damaged or is defective we will send you a replacement ornament. Please contact us immediately at sales@personalizeornaments.com and include these three items:

1. A picture of the affected ornament detailing the incorrect spelling, error or damage.

2. Your first and last name, and your order number.

3. Please clearly state what the problem is.

This information must be provided to us within 15 days of receipt in order to receive a replacement ornament. If the specific item originally ordered is no longer available or out of stock, we will offer a comparable substitute ornament. Exceptions to our replacement policy include:

• Incorrect text personalizations were entered on the checkout form.
• An item may be defective, but the customer does not supply a picture of the issue or concern. (Customer responsible for postage costs if mailed to us for inspection).
• Returned items arrive at our facility broken or damaged.
• The customer would like to return a personalized ornament because it is no longer needed or wanted for a gifting occasion.
• The customer does not like the “look” of an item including, but not limited to: hair color shade, general ornament color, glitter, capital letters verses lowercase letters, pre-printed text, or length of ribbon.
• The customer attempted to “fix” an error on the ornament without contacting us for assistance.
• An incorrect quantity of ornaments was ordered or a duplicate order was placed.
• A handmade or hand-painted item has color or size variations from the site. Handmade ornaments are unique. Size, color and arrangement will vary. We do not consider variations as defects.
• An ornament’s color, size or design may change from one season to the next. Manufacturing dye lots may change from year to year.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions in our sole discretion.

 

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us unless the mistake is on our part or the item arrived broken/damaged. You should send the Goods at the following address:

4131 West Lindbergh Way, Chandler AZ, 85226 United States

We cannot be held responsible for Goods damaged or lost in return shipment.