ALL SALES ARE FINAL. We do not accept returns.
Damaged or incorrect items are handled only through the claim procedures described below.
Order Processing and Delivery
We usually ship most orders within 24 hours. Processing and shipping may take longer during periods of high order volume and around the holiday season. Orders are normally processed Monday through Friday. Our usual processing time is not a guaranteed shipment deadline and does not include carrier transit time. Orders containing unavailable, current-year, or preorder items may take longer, as explained below.
Inventory shortages or other fulfillment problems may delay shipment for up to 120 days after the later of the order date or the latest stated ship date. Current-year and preorder products follow the availability dates and fulfillment terms stated for those products. Some ornaments scheduled for July availability may not become available to us until October.
We do not split orders into multiple shipments. Orders are held until all items are available, unless unavailable items are removed and refunded under the 120-day provision below.
If any items remain unavailable for shipment more than 120 days after the later of the order date or their latest stated ship date, you may request a refund for those items without a cancellation or restocking fee. The remaining items will ship together. This does not permit cancellation or refund of items that are available to ship.
This provision applies to all orders, including current-year and preorder products.
Delivery dates are estimates. Carrier transit times may also be longer during periods of high volume and around the holiday season. We do not guarantee arrival before Christmas or any other specific date. Requests entered in order notes do not create a guaranteed shipping or delivery deadline.
Shipping Charges, Insurance, and Signatures
Shipping charges and any required insurance, signature fees, or large-item and heavy-item surcharges are displayed at checkout.
Eligible free-shipping offers do not cover large-item or heavy-item surcharges, insurance, signature fees, taxes, customs charges, or import fees.
Some U.S. orders require shipping insurance or a delivery signature. Customers must arrange to receive or collect packages requiring a signature.
Shipping charges are not refunded solely because processing or carrier delivery takes longer than expected.
Shipping Addresses and Order Acceptance
Check your shipping address before placing your order. Customers are responsible for providing a complete and accurate address.
We reserve the right to refuse any order whose shipping address does not match the address on file with the payment method used. If we decline an order before shipment, any payment collected for that order will be refunded.
Damaged or Incorrect Items — U.S. Orders
Report damaged items within 3 days of delivery and incorrect items within 14 days of delivery. Email [email protected] with your order number, a description of the problem, and photographs of the item and packaging. Keep the item and all packaging.
For deliveries received December 1–23, report damage within 3 days of delivery or by December 23 at noon Eastern Time, whichever comes first.
Contact us for authorization and instructions before sending anything back. Customers pay return postage; we do not provide prepaid return labels. Use a sturdy cardboard box and protective packing materials.
The item must be returned and received by us before a replacement is sent. Photographs do not replace this requirement.
Replacements are for the same ornament originally purchased. We do not offer substitutions. If we cannot provide a replacement within 60 days after you report the problem, we will refund the affected ornament.
A claim reported within the applicable deadline remains eligible while we arrange its resolution. Purchasing shipping insurance is not a condition of these damaged-or-incorrect-item remedies.
Current-Year Ornament Boxes
Current-year ornament box damage alone does not qualify for replacement or refund. We follow this policy because Hallmark applies the same restriction and no longer provides replacement boxes. Damage to the ornament itself is handled through the applicable damaged-item claim procedure.
Confirmed Delivery and Package Security — All Orders
By placing an order, all customers agree to provide a secure location for package delivery or arrange for someone to receive and secure the package.
Once the carrier confirms delivery to the shipping address supplied with the order, the customer assumes all risk and liability for the package’s security, including subsequent theft, loss, or misplacement. We do not replace or refund packages stolen or lost after confirmed delivery.
This applies to both U.S. and international orders. It does not cancel an eligible claim for an item that arrives damaged or incorrect.
For U.S. shipments lost before confirmed delivery, contact us so we can investigate and provide instructions for any applicable insurance claim.
International Orders
International shipments cannot be insured through our shipping service. By placing an international order, customers agree to assume all risk and liability for loss of their packages during transit and after delivery. We do not refund or replace international orders lost in transit or lost or stolen after confirmed delivery.
International customers must provide a complete and accurate shipping address, a secure delivery location, and any arrangements necessary to receive or collect their packages.
Customers are responsible for customs duties, tariffs, import taxes, and other charges imposed by their destination country. Customs processing can delay delivery.
We do not refund or reship international packages that cannot be delivered because the customer supplied an incorrect address, refused delivery, failed to collect the package, or failed to pay required import charges.
If an international order arrives damaged or contains an incorrect item, email [email protected] promptly with your order number and photographs. We will review the issue and advise whether a refund or another resolution is available. Do not return an international item without our written instructions.
The international delivery-risk terms concern lost or undeliverable packages and package security. They do not prohibit us from issuing a refund for a damaged or incorrect item.
Refused, Unclaimed, or Unauthorized Returns — U.S. Orders
Contact us before returning any package. Refused, unclaimed, or unauthorized returns do not qualify for an ordinary return or refund.
Contact us within 30 days of the original shipment date to request reshipment. Approved reshipments require payment of new postage plus a $10 handling fee. Packages are forfeited after that period if arrangements have not been made.
This provision does not cancel a damaged-or-incorrect-item claim reported within its applicable deadline.
Contact
For shipping questions or order problems, email [email protected] with your order number.
