Returns/Exchanges/Order Alterations

General Policy: Due to the rare, vintage, and highly collectible nature of our secondary-market inventory, all sales are final. We are unable to accept returns, process exchanges, or issue refunds for any items once a purchase is completed. Please review your cart carefully to ensure you have selected the exact ornaments and conditions you wish to add to your collection before checking out.
Cancellations: Our fulfillment team works quickly to secure and ship your collectibles. Because of this, standard orders cannot be canceled once placed. Furthermore, orders that include current-year ornaments or pre-ordered items are strictly non-cancelable and non-returnable under any circumstances, as these items are specially allocated for you. Orders cannot be canceled once payment is submitted. Order alterations (removing items only; no additions) are permitted within 2 hours of placement, subject to a $10.00 or 20% fee of the removed items' value (whichever is greater).
Pre-Orders & Current Year: Under absolutely no circumstances can orders containing pre-ordered or current-year ornaments be altered, canceled, or returned.

Reporting Timelines: We take great pride in carefully inspecting and packaging our ornaments. However, if an item arrives damaged in transit, or if you receive an incorrect item, please contact our support team within 3 days of delivery. We will work with you promptly to resolve the issue. Damaged items must be reported in writing within 3 days of receipt. Fulfillment errors must be reported within 14 days. Absolutely no exchanges will be processed 30 days after the shipment date, regardless of the delivery date.
Exchange Terms: Approved claims will be exchanged for the exact same ornament. Refunds are only issued if a replacement cannot be provided within 60 days.
Boxes: In accordance with Hallmark Cards Inc. policies, we do not accept box damage as a valid reason for exchange or return, especially on current year products. We do not guarantee box condition for larger items, such as table top pieces, tree skirts, tree toppers, etc. Items that are purchased with a discount code are not eligible for any sort of price adjustment or discount for any minor box damage.
The December Exception: For deliveries made between December 1st and December 23rd, any transit damage must be reported in writing by December 23rd at 4:00 PM EST. We assume no liability for damage reported on or after December 24th.

Delivery Timelines: We do not guarantee delivery by specific dates or holidays. Orders cannot be canceled due to transit times unless processing takes more than 90 days from the order or posted ship date.
Refused/Unclaimed Packages: If a package is returned to our facility by the shipping carrier (e.g., due to an incomplete or incorrect addresses, refusal, or failure to claim), the order is not eligible for a refund. We may reship the package to you, though the buyer is responsible for the secondary shipping costs and fees. Please note that returned packages left unclaimed or without reshipment arrangements for 30 days will be considered forfeited.
Reshipment: At our sole discretion, we may reship a forfeit package if notified within 30 days, subject to the customer paying all return fees, new shipping costs plus a $10.00 reprocessing fee. The customer may be required to contact us via telephone during normal business hours to make payment and arrangements.

Return Shipping: In the rare event an exception is granted (usually only when a customer makes two of the same orders on our website), customers are entirely responsible for all return shipping costs. We do not provide return labels.
Packaging Requirements: Returns must include an approved RMA and be shipped in a sturdy cardboard box. Items returned in bubble mailers or non-corrugated boxes are not eligible for a refund or exchange, and are considered forfeit.
Restocking Fees: Any approved exception or cancellation is subject to a $10.00 or 20% restocking fee (whichever is greater). Original shipping costs, materials, and handling charges will be deducted from any issued credit.