Terms & Conditions

Terms and Conditions

What will The Ornament Factory do with my information?
Answer: The Ornament Factory will ONLY use your information for the purpose of completing your transaction and directly communicating with you. The Ornament Factory will only pass on necessary information to our credit card processor ( or PayPal), and to the shipping company used to ship your package. The Ornament Factory will NOT sell or distribute any personal information to anyone not acting as an agent on our behalf or to any other third party. The Ornament Factory will NOT keep any credit card information on file, as all credit card information will only be retained by the credit card processor.

Do all of your ornaments come in their original boxes?
Answer: Yes, all of our ornaments 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 also offer priority, expedited, and international shipping 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 to be considered 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. We suggest that you email us through the Contact Us form on the website when requesting Express Shipping.

Do you ship internationally?
Answer: Yes, we do ship internationally. Please see our shipping rates for more details. We will not provide international mailing rates over the phone. For customers that choose to use First Class International mail: The customer assumes all liablity and responsibility for the package once it has been shipped. The Ornament Factory is not able to offer tracking for First Class International shipments, and so the customer agrees to hold The Ornament Factory harmless and blameless for any packages that do not arrive at their destination, or for packages that do not arrive in a timely manner. The Ornament Factory will provide a customs number for all international packages to assist in any efforts that can be made to track international packages, but makes no guarentees for that package, as the customer assumes all risk and liability by selecting First Class International 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. 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 guaranteed 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.

When placing an order, PLEASE make sure the SHIP-TO address on your order is an address that is deliverable SIX (6) days out of the week by the United States Postal Service. THIS INCLUDES SATURDAY deliveries as well! You MUST make sure the "SHIP-TO" address is one in which the United States Postal Service can deliver Monday through Saturday. Otherwise, your package is almost CERTAIN to be delayed in being delivered to you by the USPS. If the USPS cannot deliver a package on ANY given day of their normal deliveries, which includes Monday through Saturdays, then there is greater chance of the package getting lost, being returned to the post office, or returned to us. 

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.

Are the ornaments new, never displayed and/or never removed from the box?
Answer: We get our ornaments from many sources so we do not always know the specific ornament condition. However, almost 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. All current year ornaments are brand new.

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 replacement batteries, please see 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 have passed, your order will be entered our shipping process, and there will be a $5.00 cancellation fee for pulling your order out of our shipping process. If your order has already been shipped and/or if a shipping label has been printed for your order, 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 refunded under any circumstance.

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. 

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. We will not accept returns or cancellations on pre-orders under any circumstance.

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 3 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 on or before December 24th on any calendar year. 

Returns/exchanges will NOT be accepted without an approved Return Authorization. Returns/exchanges received without prior authorization will be refused - shipping fees will be non refundable. All returns/exchanges must be shipped to us in a corrugated cardboard shipping box, in order to protect the Hallmark boxes and ornaments. Returns/exchanges received in padded envelopes will be refused, and that order will no longer qualify for any returns/exchanges. Items that are returned MUST be clearly marked as such on the shipping box.

In the rare event that we grant a refund, all refunds are issued as a credit to your original method of payment. In all cases, 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 reimburse for return shipping expenses or provide return shipping labels, 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 older than 15 days. If a refund is granted, it may take up to 15 business days to be processed.

CURRENT YEAR ORNAMENTS ARE NOT RETURNABLE! Under absolutely no circumstances will we accept a return for a current year ornament.

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 site 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.