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\nMoving house is full of second thoughts: the year on the sign, the size of the mat, the color of the frame against a wall you have not painted yet. This page explains how to cancel a Hearth Gift order or change something about it, how long you have to do so, what happens once preparation is under way and how money comes back to you when an order is cancelled. It applies to every order placed on hearthgift.shop.
\nYou can cancel your order, or change it, within 24 hours of placing it. The clock starts when the order is placed, as shown by the time on your confirmation email. To use the window, your email needs to reach support@hearthgift.shop within those 24 hours. We reply within 24 hours on business days, and our reply confirms what we have changed or cancelled.
\nThe window exists because our preparation time is short. Orders are prepared within 1-3 business days, and personalized items move into production with the text you entered. Once your order has been made, a change is no longer possible, which is why we ask you to write as soon as you notice something.
\nWe do not send a proof or mockup before production. Instead, the five products with personalization fields show a live preview of your text on the product photo as you type. That preview, plus the confirmation email, is your chance to catch a typo. The 24-hour window is the safety net after that.
\nYou can also use our Submit a Ticket page, which guides you to the right email. We do not take changes by phone or chat, and we do not use order notes for personalization, so email is the one reliable route.
\nThe table shows the most common requests and how we handle them inside and outside the 24-hour window.
\n| Request | \nWithin 24 hours of ordering | \nAfter 24 hours | \n
|---|---|---|
| Cancel the whole order | \nCancelled and refunded in full | \nContact us; once made, the 60-day returns route applies | \n
| Remove one item | \nRemoved and that item refunded | \nContact us; the item can be returned within 60 days | \n
| Correct personalized text (name, year, street, dates, closing line) | \nCorrected before production | \nContact us and we will help; returns route applies | \n
| Change size or frame color | \nChanged; we tell you about any price difference first | \nContact us; returns route applies | \n
| Fix the shipping address | \nUpdated | \nContact us and we will help where we can | \n
Here is a typical case. A friend orders the Family Name Established Framed Sign reading “THE CARTERS ยท EST. 2025” as a housewarming gift. Five hours later they realize the family has always said they were established in 2024. Because the email reaches us inside the 24-hour window, we correct the year and confirm the change. Nothing else is needed.
\nThe same applies to the other personalized items: the family name or year on the Family Name Established Doormat, the family name or year on the First Christmas in Our New Home Ornament, the house number or street name on the House Number & Street Coaster Set, and the name, dates or closing line on the In Loving Memory Name & Dates Framed Sign. Please keep within each field’s limits; for example, the family name on the framed sign allows up to 18 characters and the street name on the coaster set up to 20.
\nFramed signs come in sizes such as 8×8 in, 10×10 in and 12×12 in, and five frame colors: Natural, Walnut, Black, Grey and White. Doormats come in 24×16 in, 30×20 in and 36×24 in. Because the price changes with the size, a size change can change the total. If it does, we explain the difference by email and only go ahead once you agree. Sometimes the simplest route is to cancel the item, refund it in full and let you reorder the version you want; we will suggest whichever is clearer for you. Our Size Guide may help you decide before you write.
\nNew buildings, new unit numbers and new postal codes are easy to get wrong. If you notice a mistake in the address within 24 hours, email us the full corrected address and we will update it. If the order has already moved on, contact us anyway and we will help where we can. We deliver only to the United States, Canada, Australia and New Zealand, so an address cannot be changed to another country.
\nOnce 24 hours have passed, your order may already be in production, and personalized items are made with the text you entered. We cannot always stop or change an order at this point, but please contact us. We read every message and will help where we can.
\nImagine typing “MAPLE AVENEU” into the street field of the House Number & Street Coaster Set and only noticing three days later. No proof was sent, and we print exactly what is typed, so the set is already in production. Write to us with your order number and a short note about the error; we will help you, and the returns route applies.
\nEvery order, including personalized items, can be returned within 60 days. For a change-of-mind return the store pays the return postage with a free return label, and there is no restocking fee. Once we receive the return, the refund goes to your original payment method within 7 days. Store credit is also available on request and never expires. Full details are in our Returns & Exchanges Policy and Refund Policy.
\nWhen we confirm a cancellation within the 24-hour window, the full amount you paid for the cancelled items is refunded to your original payment method within 7 days of our confirmation. Shipping is free on every order, so there is no shipping charge to recover. If only part of an order is cancelled, we refund the cancelled items and the rest of the order continues as normal.
\nYour bank or payment provider may take a little time to show the refund on your statement. If you do not see it, email us and we will share the details of the refund so you can check with them. If you prefer, you can ask for store credit instead; it never expires.
\nOccasionally we may need to cancel an order ourselves. This can happen if payment cannot be confirmed, if the shipping address is outside the four countries we deliver to, or if we cannot fulfil the order as placed. We may also decline personalized text that includes a sports team logo, a cartoon character, a brand name or other people’s trademarks: we can print your own family names and words only. If we cancel, we email you to explain, and you receive a full refund to your original payment method within 7 days.
\nIf you ordered a gift for a friend or relative, only you, as the person who placed the order, can cancel or change it. The recipient cannot make changes on your behalf. If the gift is a surprise and you want to change the delivery address to keep it that way, email us within 24 hours.
\nSome orders are placed in hard moments, such as a Forever by Our Side Pet Memorial Framed Sign for a friend whose dog has died, or a name-and-dates sign for a parent. If you would like to reword the closing line, adjust the dates or simply pause and think, email us within the 24 hours and tell us what you need. There is no pressure; we will take it one step at a time with you.
\nRealized after checkout that the new mug would look better with a matching coaster, or that you meant to add a Home for the Holidays House-Shaped Ornament for your own tree? The easiest way is to place a second order for the extra item. Shipping is free on every order with no minimum, so a separate order does not cost you more in shipping. If you would rather combine the two, email us within 24 hours of the first order and we will tell you what is possible.
\nMost change requests we receive are about personalized text. A minute with this checklist before you pay can save you an email later.
\nWe cannot add sports team logos, cartoon characters, brand names or other trademarks to any item. Your own family names and words are always welcome. The full rules are in our Terms of Service.
\nTo cancel or change an order, email support@hearthgift.shop with your order number and exactly what you need. We reply within 24 hours on business days. For other questions, visit the Help Center or Contact Us.
\nHearth Gift, 535 E Patton St, Paxton, IL 60957, US.
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