Contact Us

Last updated: November 2, 2026

Write to us, and a real reply comes back

Every message to support@hearthgift.shop is read and answered by a person. We reply within 24 hours on business days. A message sent on a Saturday evening, for instance, is answered on the following business day. We do not run a phone line or a chat window. Email gives us room to look up your order properly and gives you a written record of what we agreed, which matters when the question is about a name on a sign or a date on a keepsake.

If you would like a ready-made subject line for your topic, Submit a Ticket opens an email for each category. That page is just a shortcut; it reaches the same inbox as a plain email.

What to put in your message

A complete first message usually means a complete first answer. These details let us find your order and act without a second round of questions.

For any order question

• Your order number from the confirmation email.
• The name and email address used at checkout, if you are writing from a different address.
• One or two sentences on what you need: a change, an update, a return or an answer.

For a personalization correction

Write the corrected text exactly as it should appear, field by field, in capitals where the field uses capitals. For example: “Family name: THE CARTERS. Established year: 2024.” Corrections can be made within 24 hours of placing the order. After that the item may already be in production, but write anyway and we will help.

For a problem with an item

Attach a clear photo of the item and, if the parcel was damaged, a photo of the box too. One photo in daylight is usually worth three in lamplight. Photos you email us are deleted 30 days after delivery.

For a delivery question

Tell us the order number and the shipping address, including any unit or apartment number. If you are asking before ordering because a date matters, tell us the date and the destination country.

Which page answers which question

Many questions already have a full answer on one of our support pages. The table below points you to the right one. You are always welcome to email us instead.

Before you order: questions we are glad to answer

Some of the most useful emails we receive come before checkout. A few minutes of conversation can save a return later.

Will it arrive in time?

Our standard timing is 1-3 business days of preparation plus 7-14 business days in transit to the United States, Canada, Australia and New Zealand. Shipping is free and orders ship from the USA. If you are planning around a housewarming, a family’s first Christmas in a new place or another day that matters, tell us the date and the destination. We will give you an honest view of the usual timing. We do not promise delivery dates, and we would rather say so up front.

Will this fit my door, wall or mantel?

We can talk through sizes with you. A couple choosing a mat for a new apartment might ask whether 24×16 in or 30×20 in is the better fit. The answer usually starts with a tape measure across the door. The Size Guide covers this, and we can help with the rest.

Care, materials, hanging and outdoor use

Questions about care, materials beyond what the product page lists, hanging hardware or whether something can live on a porch are best answered by email. We make no claims about outdoor or weather suitability, so please ask before ordering if it matters.

Can you add a logo or a character?

No. We cannot print trademarks, team logos, cartoon characters, brand names or other people’s artwork. Family names, house numbers, street names, dates and your own words are welcome.

After you order: what we can do and how fast

Inside the first 24 hours

This is the window for changes and cancellations. Email us with the order number and what should change: personalized text, a size or frame color, the shipping address or the whole order. Here is a typical case: a friend orders a framed family name sign reading “THE CARTERS · EST. 2025” and, five hours later, learns the couple actually married in 2024. One email, and the year is corrected before production.

After 24 hours

The order may be in production, and personalized text is printed exactly as entered. You are still welcome to write. We will look at what can be done, and the 60-day return remains available for every product, personalized items included.

Returns and refunds

Email us within 60 days to start a return. For a change of mind we provide a free return label, and there is no restocking fee. We issue your refund within 7 days of receiving the return, to the original payment method. Store credit is available if you ask, and it never expires.

Late, lost or damaged

If the delivery window has passed, or something arrived damaged, email us your order number, the shipping address and photos where relevant. Contact us and we will help. Duties and import taxes on orders to Canada, Australia and New Zealand depend on the destination country, and we can talk through a specific case by email.

Three example messages, and how we answer them

Seeing a few real-world kinds of messages can make it easier to write your own. The names below are fictional.

“Can it reach Auckland by the 20th?”

Someone planning a gift for a sister’s new place in New Zealand asks whether a Home Sweet Home Square Framed Sign will arrive by a certain date. We reply with the usual timing, 1-3 business days of preparation plus 7-14 business days in transit, and point out that parcels to Australia and New Zealand can use the full 14 business days. If the date is close, we say so plainly. The decision to order stays with them, and we do not promise a delivery date.

“I typed the street name wrong”

A customer orders the House Number & Street Coaster Set and notices “MAPLE AVENEU” in the confirmation three days later. Because we print exactly what is typed and no proof is sent, the set may already be in production. We look up the order, tell them where it stands and explain what we can do. If the printed set arrives with the typo, the 60-day return is available, and they can order again with the corrected spelling.

“Can you put our team’s logo on the doormat?”

A buyer asks for a sports team logo on a mat for a fan’s new house. We explain that we cannot print trademarks, logos, characters or brand names, and suggest using the family’s own name on the Family Name Established Doormat instead. The Intellectual Property page explains the reasoning.

Gifts sent to someone else

A large share of our orders are housewarming gifts shipped directly to the recipient: a friend’s first apartment, a grown child’s first house, parents who have just downsized. A few habits make these smoother.

• Enter the recipient’s full name and address as the shipping address, including any unit, suite or apartment number.
• Use your own email address at checkout so that order updates come to you, not to the person you are surprising.
• If you realize the address is wrong, email us within 24 hours of ordering with the corrected address.
• If the recipient wants to return the gift, they can ask you to contact us with the order number, or write to us themselves with the order number and the name on the order. The 60-day return applies either way.

For example, a Welcome Home Glass Candy Jar and an Our First Home 11 oz Mug sent to a friend’s new apartment in Canada will travel as normal as long as the unit number is right. Duties and import taxes on orders to Canada, Australia and New Zealand depend on the destination country.

Writing to us about a memorial order

If you are ordering from our Memorial Keepsakes collection, you are welcome to write to us first about anything: the wording, how a long name fits the 24-character field, which closing line feels right, or whether the usual timing suits a celebration of life. You do not need to explain more than you want to. We will answer plainly and kindly, and we will not hurry you.

For a gift to someone else, such as a pet memorial sign for a friend, we can ship straight to their address. Just enter it as the shipping address at checkout.

Keeping your details safe

Please do not send card numbers, bank details, passwords or government ID numbers by email. We will never ask for them, and any message that claims to come from us and asks for them is not from us. The payment methods shown at checkout handle payment. We use the details in your messages to answer you and handle your order. The Privacy Policy explains how we treat your information, including the deletion of customer photos 30 days after delivery.

Our business details

Hearth Gift
535 E Patton St, Paxton, IL 60957, US
Email: support@hearthgift.shop

Please do not post items to this address without writing to us first. If you need to return something, email us and we will send the return steps and a free label. Our Terms of Service are governed by the law of Illinois.

To browse while you wait for our reply, the shop lists every product, and About Us explains who we are and what the name means.