Help Center
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Start here: the Help Center at a glance
This page is the front hall of our support pages. Each topic below has a short summary and the links that go deeper. Most answers take less than a minute to find.
- Orders: change or cancel within 24 hours of placing the order, by email.
- Shipping: free to the US, Canada, Australia and New Zealand, ships from the USA, 1-3 business days to prepare plus 7-14 business days in transit.
- Returns: 60 days, personalized items included, with a free return label.
- Refunds: within 7 days of receiving the return, to the original payment method, or store credit that never expires if you prefer.
- Personalization: no proof before production. We print exactly what you type.
- Contact: support@hearthgift.shop, reply within 24 hours on business days.
Find your topic
Every support page on the site is listed in the table below with the question it answers. If you know what you need, jump straight there. If you are not sure, the sections after the table walk through each topic in plain language.
| If you want to… | Go to | What you will find |
|---|---|---|
| Check where an order is | Order Tracking | Order status by order number and email address |
| Fix a typo or cancel | Cancel or Change an Order | The 24-hour window and what happens after it |
| Plan a delivery date | Shipping & Delivery | Countries, preparation and transit times, address tips |
| Send something back | Returns & Exchanges | How the 60-day return and the free label work |
| Understand your refund | Refund Policy | When the money is issued and where it goes |
| Ask how checkout works | Payment Methods | How payment at checkout works |
| Pick a size | Size Guide | Sign, doormat, cutting board and metal sign sizes |
| Read quick answers | FAQs | More than thirty short questions and answers |
| Write to a person | Contact Us or Submit a Ticket | Email routing, what to include, reply times |
| Read the rules | Terms of Service and Privacy Policy | The agreement for using the store and how we treat your data |
| Ask about names, logos and copyright | Intellectual Property and DMCA | What we can and cannot print, and how to report a concern |
Orders and personalization
Placing an order works like any other online store: choose the options, fill in any text fields, add the item to the cart and check out. The part that needs real care is the personalization, because there is no second look between your checkout and our production.
The five personalized products
Text fields appear on the Family Name Established Framed Sign, the Family Name Established Doormat, the First Christmas in Our New Home Ornament, the House Number & Street Coaster Set and the In Loving Memory Name & Dates Framed Sign. A live preview shows your words on the product photo as you type. There is no extra charge for the text, and photo uploads are not available.
Why spelling matters so much
We do not send a proof or a mockup. We print exactly what you type. Imagine someone ordering the coaster set for a friend who just moved to Maple Avenue and typing “MAPLE AVENEU” in the street field. Nobody stops the order, because the text matches what was entered. If they notice within 24 hours, we change it. If they notice three days later, the set is likely already in production. They should still write to us and we will help, and the 60-day return applies.
Changing or cancelling
Email us within 24 hours of placing the order with your order number and the change you need: a corrected name, a different frame color, a new address or a full cancellation. The Cancel or Change an Order page covers the details, including what happens once that window has closed.
Shipping and delivery
Shipping is free on every order, with no minimum. We ship to the United States, Canada, Australia and New Zealand, and every order ships from the USA. Allow 1-3 business days for us to prepare your order and 7-14 business days in transit. Weekends and public holidays do not count as business days.
Planning around a date
For a housewarming, a move-in weekend or the holidays, count backwards with the full window rather than the shortest one. An ornament ordered in late November for a December gathering should be given about three weeks. A parcel to Australia or New Zealand can use the full 14 business days in transit, and that is still normal. If a date matters, email us before ordering. We will answer honestly, and we do not promise delivery dates.
Gift addresses
You can ship directly to the recipient by entering their address at checkout. New homes often mean new unit numbers and unfamiliar street names, so check them twice. Duties and import taxes on orders to Canada, Australia and New Zealand depend on the destination country. Email us if you have a question about a specific order.
Full details are on Shipping & Delivery. To see an order’s status, use Order Tracking or My Account.
Returns, exchanges and refunds
Returns and refunds are two halves of one promise. The return is what you do with the item, and the refund is what happens to your money.
Returns
You have 60 days to return any product, including personalized ones. For a change of mind we send a free return label, so the return postage is on us, and there is no restocking fee. Email us with your order number to start. A 36×24 in Shoes Off, Come On In Doormat that is too big for an apartment door, or a mug that turned out to be a duplicate gift, can both go back within 60 days. Read the steps on Returns & Exchanges.
Refunds and store credit
We issue your refund within 7 days of receiving your return, to the original payment method. If you would rather keep the value for a future order, ask for store credit. It never expires. The Refund Policy explains the timing in full.
Something arrived damaged or wrong
Email us your order number with a photo of the item and, if relevant, the packaging. Contact us and we will help. Photos you send are deleted 30 days after delivery.
Payments and prices
The payment methods shown at checkout are the ones available for your order. We do not offer discount codes, bulk pricing or sales, so the price on the product page is the price of the item. Shipping is free and the store does not collect sales tax. We will never ask for card details by email, and you should never send them. See Payment Methods for how checkout works.
Choosing sizes and products
Hearth Gift sells signs, mats, ornaments, kitchen and table pieces and memorial keepsakes. We do not sell clothing, so “size” here means how big a sign or mat is.
Signs and frames
Framed signs come in 8×8 in, 10×10 in and 12×12 in, with 16×24 in on the Family Name Established Framed Sign and the Our First Home Landscape Framed Sign (16×24 in only). Frame colors are Natural, Walnut, Black, Grey and White. The Welcome to Our Home Metal Sign is 12 in, 18 in or 24 in wide.
Doormats
Doormats come in 24×16 in, 30×20 in and 36×24 in. Measure the door and compare: the smallest size suits an apartment door, the middle size suits most single front doors and the largest suits double doors.
Questions we answer by email
For care, materials beyond what the product page says, hanging hardware or outdoor use, email us before you order. We make no claims about weather suitability. The Size Guide has all the measurements we publish, and the shop lets you browse by collection.
Account and privacy
My Account keeps your orders, addresses and order status together. If you check out without an account, keep the confirmation email, because the order number is how we find your order fastest. We use your details to fulfil orders and answer your messages, and photos you email us are deleted 30 days after delivery. The Privacy Policy explains what we collect and why. The Terms of Service are governed by the law of Illinois.
Remembrance orders, handled gently
Not every order here is a celebration. Our Memorial Keepsakes include signs and ornaments for remembering a person or a pet who made a house a home. If you are ordering one with a particular day in mind, such as a celebration of life or an anniversary, write to us first and tell us the date and destination. We will tell you plainly what the usual timing looks like. There is no rush on our side. Take the time you need with names and dates, and ask us anything along the way.
If you are sending a keepsake to someone else, for example a pet memorial sign to a friend whose dog has died, ship it straight to their address and we will send it there.
One order, from cart to front door
It can help to see how the topics above fit together in a single order. Here is a typical one, followed step by step.
- Choosing. A couple moving into their first house wants a mat for the front door. They measure the door, check the Size Guide and pick the Family Name Established Doormat in 30×20 in, the size that suits most single front doors.
- Personalizing. They type “THE OKAFORS” in the family name field and leave the optional established year empty. The live preview shows the name on the mat, and they read it once more before adding it to the cart.
- Checking out. They pay with one of the methods shown at checkout. Shipping is free, and they receive a confirmation email with the order number.
- The 24-hour window. That evening they decide they would like the year after all. One email with the order number and “Established year: 2026” takes care of it.
- Preparation and transit. The order is prepared in 1-3 business days and then spends 7-14 business days in transit. They check its status in My Account along the way.
- Arrival. The mat arrives. Had it been the wrong size for the porch, they would have had 60 days to send it back with a free return label and a refund within 7 days of us receiving it.
Most orders follow this path without a single email. When something does need attention, it usually falls at step 4, which is why we keep repeating the 24-hour window.
Quick answers to the five most-asked questions
Do you send a proof?
No. The live preview is what you approve, and we print exactly what you type.
How long does delivery take?
1-3 business days to prepare, plus 7-14 business days in transit, to the US, Canada, Australia and New Zealand. Shipping is free.
Can I return a personalized item?
Yes, within 60 days, with a free return label and no restocking fee.
When do I get my refund?
Within 7 days of us receiving the return, to the original payment method. Store credit is available on request.
How do I fix a mistake on my order?
Email us within 24 hours of placing it. After that, write anyway and we will help.
More answers are on the FAQs page.
Talk to us
If the pages above do not cover your question, email support@hearthgift.shop. We reply within 24 hours on business days. Support is by email only. Please include your order number, the name on the order and, for a problem with an item, a clear photo. You can also use Submit a Ticket for a ready-made subject line for your topic, or read Contact Us for tips on what to include.
Hearth Gift, 535 E Patton St, Paxton, IL 60957, US.