FAQ and Policies

Frequently Asked Questions and Policies

Do all of your ornaments come in their original boxes?
Answer: Yes, all of the ornaments we sell come in mint to near mint boxes, unless otherwise specifically stated in the ornament's description, usually notated by SDB (slightly damaged box), DB (damaged box), NT (no price tab), or NB (no box).

How much is shipping?
Answer: For all U.S. orders, shipping is $6.95 for our Standard Flat Rate shipping, unless we have a free shipping promotion (usually advertised on the main page of our site). We offer priority, express, and international shipping services for an additional fee. We ship ALL orders via the United States Postal Service. Please see our shipping rates for more details.

Do you offer express or overnight shipping?
Answer: If you would like Express Shipping, it is available. Please see our shipping rates for more details. Orders must be placed by 10:00 AM EST for same day shipping. We reserve the right to refuse express shipping requests due to any number of issues that might not make it possible for us to honor this type of request, such as weather, product availability, or other unforeseen issues. 

Do you ship internationally?
Answer: Yes, we do ship internationally. Please see our shipping rates for more details. Email us for Express Shipping rates. Please use the website if you need a quote for shipping prices. Quotes will not be given by phone or email. International orders are never eligible for free shipping.

What is your normal processing and shipping time?
All of our shipping rates and shipping times are published here. The shipping times are determined by the method used to ship and by the speed a which the United States Postal Service defines for each corresponding service. Shipping times do not include processing time. Our processing times very. We may take as little as 1 day to process your order, but we may take up to 16 business days to process an order. Our average processing time is 2 to 4 business days. Our processing time depends on the time of year, inventory on hand, and other unforeseen issues. Refunds will not be offered for ANY order due to processing delays until after 16 business days. Items marked as available, or in stock, are not guarenteed to be immediately available. If we can not fill your order in 16 business days (regardless of the time of the year, including the holiday season), we will only then offer a refund.All orders will be paid for in full, before processing will begin. We reserve the right to take up to 16 business days to process any order (pre-orders may take longer). This time does not include any shipping time or shipping delays caused by the USPS.

How do you handle pre-orders?
Pre-orders only happen a month before new ornaments are released. When placing a pre-order, please be aware that ALL of the products purchased in a single order will ship at the same time. If you don't want to wait for the ornaments that are not labeled as a pre-order, please be sure to place a seperate order for those ornaments. Pre-orders will take longer to ship than normal orders. Our estimated shipping dates for pre-orders do not include processing and actual USPS delivery time. We will not cancel or refund any pre-orders under any circumstance.

What are the restrictions on free or discounted shipping offers?
Answer: We will often offer free or reduced shipping with a minimum order. This offer is only valid during the stated sale dates. Order minimums do not include shipping, taxes or insurance. Items that indicate a heavy weight or additional shipping charge in their individual item description are excluded from ALL free or reduced shipping offers. All reduced or free shipping offers are for Standard US Shipping only (unless specifically stated otherwise). We are unable to offer free shipping to Alaska, Hawaii, APO, US Territories, Canada or Internationally.

Should you return items from a order that was shipped with a free or reduced shipping offer, our normal shipping charges will be applied to the order and deducted from any refund due.

Do you repair ornaments?
Answer: No, we do not repair ornaments. Unfortunately, we are not aware of anyone that repairs ornaments. If you know of someone that does this sort of work, please let us know so that we can share this information with other collectors.

Will you buy my Hallmark ornament collection?
Answer: We will consider buying your collection, provided that the ornaments are in like new condition and come in the original Hallmark boxes (in mint to near mint condition and have the price tabs attached). Please contact us using the email form in the Contact Us portion of the website. We will consider buying personal collections ONLY through email - NO PHONE CALLS PLEASE! Please provide the name and year of the ornament, the lowest price you'd like for each ornament, and the lowest price you would accept for the entire colection. If any ornaments and/or their boxes are not in mint condition (i.e.- tears, rips, creases, no tag attached, etc), PLEASE include this information with specifics in your email. Please make sure your offer is your lowest price, as we do not haggle over price. Please include everything that we are requesting, as incomplete information will not be considered. We will contact you if we have further questions or have interest in buying your collection.

Are the ornaments new, never displayed and/or never removed from the box?
Answer: We get ornaments from many sources so do not always know whether or not the ornament is unsued. However, all of our ornaments should be in new or in like new condition with only the box conditions varying. The condition references you may see with some of our ornaments only relate to the box condition.

Are batteries included with battery operated ornaments?
Answer: For current year ornaments that state on the box that batteries are included, we will include batteries. For past year ornaments, batteries are NOT guaranteed. Although most of our past year ornaments will include batteries, we simply can not guarantee that they will be included and/or will function, especially for ornaments that are more than 3 years old since batteries naturally lose their charge over time. If you need new batteries, look under the Accessories section of the website.

How do I cancel an order?
Answer: If you wish to cancel your order, please email or call us within TWO (2) HOURS of placing your order. After two hours of placing order, your order will be starting the shipping process, and there will be a $5.00 cancellation fee for pulling your order out of our shipping process. If your order has been marked as shipped, that means that has already been shipped and/or ia shipping label has been printed for your order, which means that IT CANNOT BE CANCELLED at this point, and it will be subject to our return policy (outlined below), where the customer will be responsible for all shipping fees and a 15% restocking fee for that order. Pre-orders can not be cancelled or returned for any reason at anytime - only exchanges for damaged product will be accepted, and only after the damaged product as been returned.

What are your return and refund policies?
Answer: We want you to be completely satisfied with your purchase. However, all sales are final. We will NOT accept returns unless the product is damaged or defective. Current year Hallmark Keepsake Ornaments are NOT returnable under any circumstance. We are not able to cancel or refund any pre-orders.

If you should receive a damaged item, we will replace the item with the same item if we are notified within 3 days of the delivery date. We will NOT substitute a different item or provide any sort of refund or credit. If the ornament is no longer available or if we are not able to obtain a replacement in 30 days, we will issue a credit for the item. All requests for a replacement/refund should be emailed to us immediately upon receipt of your order. We are sorry, but we are unable to replace or refund any ornaments after 5 days from the delivery date. Current year ornaments are NOT returnable under ANY circumstances. Absolutely no refunds, exchanges, or returns will be honored after December 24th for ornaments purchased before December 24th on any calendar year. 

Returns will NOT be accepted without an approved Return Authorization. Returns received without prior authorization will be refused - shipping fees will be non refundable. All returns must be shipped to us in a corrugated cardboard shipping box, in order to protect the Hallmark boxes and ornaments. Returns received in padded envelopes will be refused. Items that are returned MUST be clearly marked as such on the shipping box.

Refunds are issued as a credit to your original method of payment. Shipping charges are non refundable. In the event that your order qualified for free shipping, any shipping charges that were incurred by The Ornament Factory will be deducted from your refund amount. All returns/refunds are subject to a $5.00 or 15% restocking fee, which ever is greater. The Ornament Factory will not send prepaid return shipping labels or reimburse for any return shipping costs, as all return shipping costs are the responsibility of the customer.

If you receive a credit card refund, please allow 1 - 2 billing cycles for the credit to appear on your statement. We are sorry but we are unable to replace or refund orders more than 5 days from the delivery date. If a refund is granted, it may take up to 15 business days to be processed.


What happens if my order was returned to The Ornament Factory? 

Answer: If we receive an order that has been returned to us, we will simply cancel that order and offer a refund, minus a 15% restocking fee and shipping costs. We DO NOT usually reship an order if it has been returned to us. If the USPS has deemed it necessary to return a package to us, this means the "ship-to" address given was not complete and/or was not deliverable. At that point, we will simply cancel the order and offer a refund, minus any fees. IF we decide to attempt to reship an order that was returned to us, it will be at our (The Ornament Factory's) discretion AND that order will be subject to a shipping fee (actual shipping costs + $5.00 processing fee). This fee will be collected and paid in full before attempting to reship the order. This includes ALL orders, even if an order qualified for any promotional shipping offers at the time the order was placed. 

CURRENT YEAR ORNAMENTS ARE NOT RETURNABLE! Under absolutely no circumstances will we accept a return for a current year ornament. Although we are NOT affiliated with Hallmark Cards, Inc, this is the same return policy Hallmark Cards, Inc follows for current year ornaments as well. We will not refund or cancel any pre-orders.

LEGAL NOTICE: The material contained on this web site is periodically checked for accuracy and is presented without any warranties, either expressed or implied. The Ornament Factory will assume no, and hereby disclaims any, responsibility for any errors or omissions of this web site's content. The Ornament Factory shall not be responsible for any damages incurred as a result of the content or use of this web site. By using the material at this web site and/or placing an order with The Ornament Factory, all users/customers agree to all terms and conditions contained in this web site, which are subject to change without notice. The Ornament Factory reserves the right to revolk any offer at any time. The Ornament Factory reserves the right to correct any omissions or errors containted within the website at any time. The Ornament Factory reserves the right to limit or refuse special offers to dealers or any competitor. The Ornament Factory reserves the right to limit quantities.

The Ornament Factory ©2018 All Rights Reserved.
The Ornament Factory ( is a secondary market place for Hallmark Keepsake ornaments. We are NOT affiliated with Hallmark Cards, Inc.
We are a small group of Hallmark ornament collectors and enthusiasts. Our prices are determined by the Hallmark ornament market, and are not based on original box prices.
Current year Hallmark ornaments may not be returned under any circumstances.