Order Tracking
Last updated:
Finding your order quickly
- What you need: your order number and the email address you used at checkout.
- Where to look: the lookup on this page, or the Orders section of My Account if you created an account.
- Usual timing: 1-3 business days of preparation, then 7-14 business days in transit to the US, Canada, Australia and New Zealand.
- Need more detail? Email support@hearthgift.shop with your order number; we reply within 24 hours on business days.
Whether you are waiting for a family name sign for your own entryway, a doormat for a friend’s new porch or a quiet keepsake for someone you are remembering, it helps to know where things stand. This page shows you how to look up your Hearth Gift order, what each order status means, how long each stage usually takes and when it is time to write to us.
Looking up an order in under a minute
The order lookup above asks for two things: the order number and the billing email address. Both appear in the confirmation email we send when you place your order.
Where to find your order number
- Open the order confirmation email from Hearth Gift. If you cannot see it, search your inbox for “Hearth Gift” and check your spam, junk or promotions folder.
- Find the order number near the top of the email. Enter only the number itself into the lookup.
- Enter the email address you typed at checkout. If you paid with one address and sent the gift to someone else, use your own email, not the recipient’s.
- Select the button to see your order. The page shows the status, the items, any personalized text you entered and the shipping address.
If you created an account
Sign in to My Account and open the Orders section. Every order you placed while signed in is listed with its date, status and total. Select an order to see its details. This is often the easiest way to check several orders at once, for example if you bought a housewarming gift for one friend and an ornament for your own tree in the same month.
If the lookup says it cannot find your order
- Check that the email address is exactly the one used at checkout, including any dots or numbers.
- Make sure you entered the order number without extra spaces or symbols.
- If you placed more than one order, try each order number in turn.
- Still stuck? Email us with your name and roughly when you ordered, and we will find it for you.
What each status means for your order
Your order moves through a small number of stages. The table below explains each status you may see and what, if anything, you need to do.
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was started but payment has not been completed. | Complete payment at checkout, or place the order again. Nothing is prepared until payment goes through. |
| On hold | The order is waiting for a payment to be confirmed or for a question to be answered. | Check your email for a message from us; reply if we have asked anything. |
| Processing | Payment is confirmed and your order is being prepared. This stage usually takes 1-3 business days. | If you need a change, email us within 24 hours of placing the order. |
| Completed | Your order has been prepared and has left us. Transit usually takes 7-14 business days. | Watch for the parcel; email us if you would like an update. |
| Cancelled | The order was cancelled, either at your request or by us. | If you did not expect this, email us and we will explain. |
| Refunded | A refund has been issued to the original payment method. | Allow your bank or payment provider time to show it; email us if you have questions. |
| Failed | The payment did not go through. | Try again or use another method offered at checkout. See Payment Methods. |
A status does not change every day. During the 7-14 business days of transit, your order will usually show as Completed the whole time, even while the parcel is moving steadily toward its destination. That is normal.
A realistic timeline from click to doorstep
It helps to think of an order in three steps.
Step one: order placed
You receive a confirmation email within minutes. This is the moment to reread your personalized wording. We do not send a proof or mockup before production, so the text you entered is the text we print. If you notice something, such as an established year that should read 2024 instead of 2025 on a Family Name Established Framed Sign for “THE CARTERS”, email us within 24 hours and we will correct it.
Step two: preparation
Preparation takes 1-3 business days. Business days run Monday to Friday and exclude public holidays, so an order placed late on a Friday may not begin until the following Monday.
Step three: transit
Transit takes 7-14 business days to the United States, Canada, Australia and New Zealand. Parcels to Australia and New Zealand often take the full 14 business days. Add the two stages together and plan for up to about three weeks in total. Shipping is free on every order, with no minimum. All orders ship from the USA.
When to write to us, and when to wait
We are happy to hear from you at any point. Still, a few guidelines can save you time.
It is normal to wait if
- Your order shows Processing and it has been fewer than 3 business days.
- Your order shows Completed and it has been fewer than 14 business days since then.
- A long weekend or public holiday fell in the middle of the journey.
Please email us if
- You need to change the wording, size, frame color or address and it has been less than 24 hours since you ordered. See Cancel or Change an Order.
- About three weeks have passed since you ordered and the parcel has not arrived.
- The order status looks wrong, for example Cancelled when you did not ask to cancel.
- The parcel arrived damaged, or an item does not match what you ordered.
- A gift is tied to a date and you want an honest view of the timing.
When you write, include your order number and the email used at checkout. If the problem is something you can see, such as a cracked frame or a misprint, attach clear photos. Photos customers send us are deleted 30 days after delivery.
Orders sent as gifts to another address
Many Hearth Gift orders go straight to the person receiving them. The recipient does not get access to your order details; you remain the one who can look up the order, using your order number and your own email address.
Suppose you sent the Welcome Home Glass Candy Jar and the Our First Home 11 oz Mug to a friend’s new apartment in Canada. You can check the order status here, and if you want to know more, email us rather than asking your friend to contact us. If the friend has moved again or the unit number was missing, let us know as early as possible and we will see what we can do.
For remembrance gifts, such as the Forever by Our Side Pet Memorial Framed Sign sent to a friend whose dog has died, you may prefer to check on the order quietly yourself. You are welcome to email us as often as you like; there is no need for the recipient to be involved.
Items with personalized text
Five of our products have built-in personalization fields: 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. When you look up an order, the text you typed into each field is shown with the item.
This is a good moment to check it. If you see “MAPLE AVENEU” in the street name of a coaster set three days after ordering, the set is already in production and we print exactly what was typed. Contact us anyway: we will help, and the 60-day returns route applies, as explained in our Returns & Exchanges Policy.
Orders with more than one item
When an order contains several products, for example a Home Sweet Home House Cutting Board with a Gather Paddle Serving Board, or a Mini House Ornament Set of 3 alongside a family name doormat, the order lookup lists every item on one page. The status applies to the order as a whole.
If some of the items in your order have arrived and others have not, please do not worry and do not reorder. Email us with your order number and tell us which items you have received. We will check the order and let you know what to expect for the rest.
Timing questions around holidays and special days
Order lookups are busiest in the weeks before the winter holidays, when families are waiting on ornaments for a first Christmas in a new place. If you ordered the First Christmas in Our New Home Ornament in late November for a December date, the usual timing of 1-3 business days of preparation and 7-14 business days in transit means allowing up to about three weeks. The status will show Processing for the first few days and Completed once it has left us.
The same thinking applies to memorial pieces. If you ordered the In Loving Memory Name & Dates Framed Sign or the Celebrating a Life Acrylic Memorial Sign 24×16 with a service or gathering in mind, you are welcome to write to us at any point. We will tell you honestly what the usual timing looks like. We cannot promise a specific delivery date, and we would rather say so plainly than raise hopes.
If the delivery address needs attention
Sometimes you only notice an address problem when you look up your order: a missing apartment number, a street name typed slightly wrong, or a friend who has since moved into a different unit. What happens next depends on timing.
- Within 24 hours of ordering: email us with the corrected address and we will update it.
- After 24 hours: the order may already be in preparation or on its way. Email us all the same and we will help where we can.
- Parcel returned to us: if a parcel comes back because of an address problem, contact us and we will work out the next step together.
Only the United States, Canada, Australia and New Zealand can be selected as delivery countries, so an order cannot be moved to an address outside those four countries.
Looking after your order information
Your order number and checkout email are what unlock the order lookup, so keep the confirmation email somewhere safe. We will never ask for your password or full payment details by email. If you receive a message that claims to be from us and asks for those, do not reply; forward it to support@hearthgift.shop. You can read how we handle personal information in our Privacy Policy.
Where to go next
- Shipping & Delivery for timing, destinations and free shipping.
- Refund Policy for how refunds reach your original payment method within 7 days of receiving a return.
- FAQs for short answers to common questions.
- Help Center for guides on ordering, personalization and returns.
Email us about an order
Support at Hearth Gift is by email only. Write to support@hearthgift.shop with your order number and your question, and we will reply within 24 hours on business days. You can also submit a ticket or visit Contact Us.
Hearth Gift, 535 E Patton St, Paxton, IL 60957, US.