Submit a Ticket

Last updated: November 2, 2026

Choose the ticket that fits

Each link below opens a new email addressed to our support inbox, with a subject line already filled in. The subject helps us route your message to the right topic straight away. Add your details in the body using the checklist for that topic, then send. If your email app does not open, copy the address support@hearthgift.shop and type the subject yourself.

What to write in the body

A ticket with everything in it usually gets solved in one reply. These are the details we ask for, grouped by topic.

Every ticket

• Your order number, if you have one. It is in the confirmation email and in My Account.
• The name on the order and the email used at checkout.
• A short description of what you need.

Change my order

Write the new text exactly as it should be printed, one field per line. For the House Number & Street Coaster Set, that would be “House number: 214” and “Street name: MAPLE AVENUE”. For a size, frame color or address change, give the new value in full. Remember that the street name field holds up to 20 characters and the house number field up to 6, so the correction must fit those limits too.

Cancel my order

The order number and the word “cancel” are enough. If the request reaches us within 24 hours of placing the order, we cancel it and confirm by email.

Return or exchange

Tell us which item you are returning and, in a few words, why. A reason is not required for a change of mind; it simply helps us. The return window is 60 days and covers personalized items. We send a free return label for change-of-mind returns, and there is no restocking fee. If you want a different size or color, say so and we will explain the simplest route. The Returns & Exchanges page has the full process.

Damaged or wrong item

Attach a photo of the item and, where the parcel was damaged, a photo of the box. For a wrong item, a photo of the item and of the packing slip or label is helpful. Photos you send are deleted 30 days after delivery.

Late or missing parcel

Include the shipping address in full, including any unit number. The usual timing is 1-3 business days of preparation plus 7-14 business days in transit, so please check that the full window has passed. Parcels to Australia and New Zealand can use the whole 14 business days.

Delivery date question

Give the date, the destination country and the product you are considering. Picture a family planning a First Christmas in Our New Home Ornament for a December gathering who writes in late November: we would explain that up to about three weeks is a sensible allowance and that we cannot guarantee a date.

Refund or store credit

Tell us which return the question is about and what you would prefer. Refunds are issued within 7 days of us receiving the return, to the original payment method. If you would rather have store credit, say so in the ticket; it never expires. The Refund Policy explains the timing.

Payment or checkout

Describe what happened in plain words, for example the step where checkout stopped and any message shown on the screen. A screenshot is fine as long as it shows no card or bank details. The payment methods shown at checkout are the ones available for your order.

Privacy or account

Write from the email address on your account or order, so we can be sure the request comes from you, and tell us what you would like to see, correct or remove. The Privacy Policy describes what we hold and why.

Copyright or trademark concern

Name the product page that concerns you, describe the work or mark you believe is being used, and explain your connection to it. The DMCA page lists what a complete notice should contain.

What happens after you send it

1. Your email arrives in our support inbox. Any automatic acknowledgement depends on your email settings. The real reply comes from us.
2. We read it and look up your order. We reply within 24 hours on business days, with an answer or a clear next step.
3. We act on it. A change is made, a cancellation is confirmed, return steps and a free label are sent, or we explain what we found.
4. You reply in the same thread if needed. Keeping one thread per topic means nothing gets lost.
5. We close the loop. For a return, we issue the refund within 7 days of receiving the item, to the original payment method, or store credit if you asked for it. Store credit never expires.

Sending a follow-up

If you have not heard back within 24 hours on a business day, reply to your own email rather than starting a new one, and check your spam or promotions folder in case our answer landed there.

An example ticket, start to finish

Here is what a well-written ticket looks like, using fictional details. It is a return of a doormat bought for a new apartment.

The subject

“Ticket: Return or exchange”, opened from the table above.

The body

“Hello, my order number is in the confirmation email I am replying from. I ordered the Roofline Welcome Doormat in 36×24 in, and it is too wide for our apartment door. I would like to return it. I may order the 24×16 in afterwards. Thank you, Dana.”

Our reply

Within 24 hours on a business day, we confirm the return, send the free return label and explain how to pack the mat. If Dana wants the smaller mat, she can place a new order for 24×16 in whenever she is ready. Once the returned mat reaches us, we issue the refund within 7 days, to the original payment method.

That ticket took two minutes to write and needed no follow-up, because it had the order, the item, the size and the request in one place.

Ticket checklists for product questions

Product questions are easier to answer when we know where the item is going and what you have already checked.

Sizes

Tell us the product, the sizes you are choosing between and the measurement of your space: the door opening for a mat, the width of the wall or mantel for a sign, the counter space for a cutting board. Framed signs come in 8×8 in, 10×10 in and 12×12 in, with 16×24 in on two signs. Doormats come in 24×16 in, 30×20 in and 36×24 in. The Size Guide lists every size we offer.

Care, materials and hanging

Name the product and, where relevant, the wood or frame color you are considering. We answer care and material questions product by product. If you want to know how a sign hangs, ask before ordering.

Outdoor use

We do not make claims about outdoor or weather suitability. If a mat or sign will be on a porch or near an open door, mention it and we will tell you what we can.

Personalization limits

If you are unsure whether a name fits, write it out in the ticket with the product name. As a reminder, the Family Name Established Framed Sign holds up to 18 characters, the Family Name Established Doormat and the First Christmas in Our New Home Ornament hold up to 16, and the In Loving Memory Name & Dates Framed Sign holds a name of up to 24 characters and dates of up to 21. The live preview on each product page is the quickest way to check.

Times when a ticket is the fastest path

A mistake in personalized text

We print exactly what you type and do not send proofs, so a typo found early is the easiest fix there is. Five hours after ordering a family name sign is very different from five days. Open a “Change my order” ticket as soon as you notice. If the 24-hour window has passed, send it anyway and we will help.

A gift shipped to someone else

Picture a housewarming bundle, a Welcome Home Glass Candy Jar with an Our First Home 11 oz Mug, sent to a friend’s new apartment in Canada. If the unit number was left out at checkout, a “Change my order” ticket within 24 hours lets us correct the address before the parcel leaves.

A request we cannot fulfil

We cannot print team logos, cartoon characters, brand names or other people’s trademarks. If you are unsure whether some wording is fine, ask with a “Product or size question” ticket before ordering. Your own names, places and words are always fine.

Memorial orders: no hurry

The “Memorial order” ticket exists so you can ask quietly about wording, length and timing before you order something like the In Loving Memory Name & Dates Framed Sign or the Paw Print Pet Memorial Ornament. Tell us as much or as little as you like. If the keepsake is meant for a celebration of life, include the date and destination and we will answer honestly about the usual timing, without promises we cannot keep.

Please keep these out of your ticket

Do not include card numbers, security codes, bank account details, passwords or government ID numbers. We never ask for them by email, and payment is handled at checkout. If a message that appears to come from us asks for any of these, do not reply to it. Write to support@hearthgift.shop directly instead. How we treat what you do send is explained in our Privacy Policy.

Other ways to find an answer

Many questions are answered on our support pages without waiting for a reply. The Help Center groups every topic, the FAQs page has short answers, Order Tracking shows your order status, and Contact Us explains how email support works. Our business details are Hearth Gift, 535 E Patton St, Paxton, IL 60957, US.