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Cancellation & Return FAQs

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Q) I found another gift for my friend and would like to cancel my order. What should I do?

A) Due to our quick turnaround time, we begin processing your order immediately. Once you give your consent to purchase, it is not likely we will be able to cancel your personalized ornament order.

 

Q) How long do you accept returns for misspellings, cracks or defects?

A) Please open your items upon receipt and inspect them. If there is an error, contact us promptly via e-mail @ AskAnElf@gmail.com. Please be prepared to supply the name of the personalizer as well as a photo of this item. We can only accept returns for 15 days from purchase. **You must contact us FIRST before making a return.  Sending an order back to us without authorization forfeits your right to make a return.  In this case, we will not apply a refund and the customer remains responsible for ALL ornament & postage costs. (**updated February, 2015)


Q) What if my package is returned to Ornaments & More from the post office?

A) If you, the customer, made an error in the shipping address on the package, you are responsible for additional postage costs to have the package re-sent.   This covers items sent back to us: Returned to Sender, VACANT, Damaged in Transit, REFUSED, ect. Once we receive the package back from the post office, we will contact you to reship this item.  If we do not receive a reply to this email within 3 business days, we will refund the price of the ornaments back to you LESS any postage costs. Ornaments & More is not responsible for LOST or MISDIRECTED mail pieces.

 

Q) What if I receive my personalized ornament and I realize I have made a spelling error?

A) Unfortunately, these items are hand personalized and cannot be cancelled or refunded. Some of our items can be erased and re-used or fixed, but since they are unique keepsakes, we cannot make returns. If you need to send it back to us, please carefully wrap it and mail it to: Ornaments & More, 11438 Cronridge Drive, Suite Z, Owings Mills, MD 21117. We will fix the error and mail it back to you. Customers are always responsible for any postage costs.
 

Q) What if I receive my personalized ornament and it is cracked or broken?

A) Your satisfaction is our #1 goal. We take every precaution when handling and packing our merchandise. However, if your item arrives damaged or is defective in any way, please contact us immediately via email: AskAnElf@gmail.com

If you are not pleased with your order, we will replace the item or refund your purchase price.
Exceptions to this guarantee are as follows:
  • You misspelled a word or entered an incorrect date during the check-out process.
  • You purchased additional quantities by accident.
  • You do not like where the writing has been placed by our personalizer.
  • You do not like the style of handwriting used by our personalizer.
  • You claim an item is defective, but will not e-mail us a photo or send it back to us for review. (Customer responsible for postage costs.)
  • You send an item back to us and it arrives to our facility broken or damaged.
  • You purchase a handmade item and the color / size varies from the site. Handmade ornaments are unique. Size, color and arrangement will vary. We do not consider variations as defects.
  • You would like to return a personalized ornament, because you no longer want it or need it for a gifting occasion.
  • You attempted to "fix" an error on the ornament without contacting us for assistance.

We prefer to handle requests via e-mail; however, we may also be contacted here: Ornaments & More, 11438 Cronridge Drive, Suite Z, Owings Mills, MD 21117. **Please be sure to include your order number, name of the personalizer (found on the bottom of the invoice) and a photo of the affected item.**

 

Q) I entered the wrong SHIPPING address for my personalized ornaments when ordering. My package was returned to Ornaments and More. What happens now?

A) Please triple check the shipping address. If a package is returned to us, you will be assessed another shipping fee in order for us to reship the package.  If the package cannot be reshipped for some reason, we will not refund your shipping fee.

Ornaments & More is not responsible for lost, late or misdirected mail in the following scenarios:

  • If a package was sent to the address you entered at check-out & is deemed "undeliverable” by the USPS.
  • If a package is returned to us because you entered an incorrect address during check-out.
  • If a package has been scanned by a USPS postal carrier and confirmed as delivered, but you state you did not receive it.
  • If a package is "Out for Delivery"  and has a “Delivery status not updated” status.
  • If a package is missing after being confirmed delivered by your USPS Carrier.
  • If your order is delayed due to weather conditions or any other condition out of the control of the USPS or Ornaments & More.
  • If a package is lost while in the possession of the USPS.

We offer tracking on all of our packages. We are able to send you this information upon request. We respond to all e-mails within 48 hours throughout the year.

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