Cancel or Change an Order
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Personalised gifts invite second thoughts. You might notice a missing letter in a grandchild’s name, remember that your dad wears a size larger than you guessed, or realise the parcel should go to your sister’s new apartment rather than her old house. This page explains how to cancel an order or change it with Warm Heart Gifts, how long you have to do it free of charge, what can still be done once your gift is being made, and how quickly money comes back when an order is cancelled.
Changes and cancellations at a glance
- Free changes or cancellation: within 24 hours of placing your order, as long as it has not shipped.
- What you can change: names, dates and words, size, colour, style, quantity, items and the shipping address.
- After 24 hours: we still try to help until the parcel is handed to the carrier, but production may already have started.
- Already shipped: accept the parcel and use our 60-day returns, with free return postage.
- Refund for a cancelled order: the full amount, within 7 days of our confirmation.
1. The 24-hour window
Every order has a quiet 24 hours after it is placed. During that time you can cancel it completely or change almost anything about it, free of charge, as long as it has not shipped. We hold this window open because so many of our orders are typed late at night, on a phone, in a hurry before a birthday. It gives you a calm moment to read your confirmation email the next morning and fix what needs fixing.
The window is counted from the time on your order confirmation email. If you place an order at 9:40 p.m. on a Tuesday, you have until 9:40 p.m. on Wednesday. Because our making time is 1–3 business days, some orders are already being printed before the 24 hours are up; if that happens and you ask for a change in time, we reprint at our cost.
2. How to ask for a change or cancellation
- Write to support@warmheartgifts.com or submit a ticket with the subject line “Change” or “Cancel”.
- Include your order number, the email address you used at checkout, and exactly what should change. For a text change, type the new words exactly as they should be printed, including capital letters and punctuation.
- We confirm in writing within 1 business day. Your change or cancellation is final once you receive our confirmation email. If you do not hear from us, check your spam folder and then write again; please do not assume a change was made without our reply.
Please do not place a second order to replace the first without telling us. Two orders for the same gift can both go into production, and untangling them takes longer than a simple change.
3. Changes we can make
| Change | Within 24 hours (not shipped) | After 24 hours, before shipping | After shipping |
|---|---|---|---|
| Names, dates or words on the design | Free | Only if printing has not started | Return within 60 days and reorder |
| Size, colour or style | Free | Only if printing has not started | Exchange within 60 days, return postage free |
| Quantity, or adding and removing items | Free; price difference charged or refunded | Removing unprinted items is usually possible | Return unwanted items within 60 days |
| Shipping address | Free | Free until handed to the carrier | We ask the carrier to redirect; not guaranteed |
| Cancel the whole order | Free, full refund | Possible only for items not yet printed | Return within 60 days for a refund |
If a change affects the price, for example moving from an 11 oz mug to a 15 oz mug or from a wrapped canvas to a framed one, we tell you the difference first. We only take any extra amount after you agree to it, and we refund a lower amount within 7 days.
4. Correcting names, dates and words
Text corrections are the most common change we see, and they matter most. A name printed wrongly on a memorial ornament or a wedding canvas is not a small thing. When you write to us, please copy the full corrected text into your message rather than describing the change. “Change Kaitlyn to Kaitlynn” is clear; “add an n” is easy to misread.
If you are not sure how a long name will fit, tell us. For example, an ornament with nine grandchildren’s names has limited space; we will tell you if a name needs to be shortened or the font size reduced, and wait for your answer before printing. We never shorten a name without asking.
5. Changing the shipping address
Address changes are free until the parcel is handed to the carrier, even after the 24-hour window. Send us the complete new address, including apartment or unit number, and the recipient’s full name. If the gift is now going to someone else, for example to a parent instead of directly to the grandchild, tell us so that the packing slip still makes sense.
After shipping, we can ask the carrier to redirect the parcel. Carriers decide whether a redirect is possible, and international parcels to Canada, Australia and New Zealand often cannot be redirected once they have left the United States. If a parcel comes back to us because of an incorrect address, we reship it once to a corrected address at no cost.
6. If your order has already shipped
Once a parcel is with the carrier we can no longer cancel it. Please let it arrive and then use our Returns & Exchanges Policy. You have 60 days from delivery, the return postage is free, and the refund reaches you within 7 days after the return is received and approved. If you refuse a parcel at the door instead, it usually travels back to us slowly; a return is quicker for everyone.
7. Refunds for cancelled orders
When we confirm a cancellation, we refund everything you paid for the cancelled items to your original payment method, and it reaches you within 7 days of our confirmation. Shipping is free, so there is no shipping charge to adjust. If only part of an order is cancelled, only those items are refunded and the rest is made and sent as planned. See our Refund Policy for details on refund methods and timing.
8. When we need to cancel or pause an order
We may pause an order and write to you if the text you entered cannot be printed clearly at the size you chose, if a name appears to be missing a letter compared with another field you filled in, or if the address looks incomplete. We wait for your reply before printing. If we cannot reach you within 7 days, we cancel the order and refund it in full rather than print something that might be wrong.
We may also cancel an order if a payment cannot be verified, if an item becomes unavailable, or if a price was shown incorrectly because of a technical error. In every case we email you straight away and refund the full amount within 7 days.
9. Some situations, answered
I placed the order two hours ago and spotted a typo in the wedding date.
Write to us now with the order number and the correct date in full. You are well inside the 24-hour window, the change is free, and we confirm it in writing.
The baby’s name was announced after I ordered the first-Christmas ornament.
If you are still within 24 hours, send us the name and we will update the order. If you ordered with a placeholder name days ago and the ornament has not shipped, write to us anyway; if it has not been printed yet, we update it. If it has, you can return it within 60 days and order the corrected one.
I want to cancel one shirt from a family set of six.
Within 24 hours that is simple: we remove it and refund it. Later, if the shirt has already been printed, keep it with the parcel and return it within 60 days; return postage is free.
Can I change the shipping address to a hospital?
Yes, until the parcel ships. Include the ward or department and the recipient’s full name. Hospitals and care homes often hold parcels that do not name a person clearly.
10. Who can ask for a change on a gift order
For safety, we make changes only when the request comes from the email address used at checkout, or when the person who ordered confirms it by replying from that address. A recipient who notices a problem before delivery, for example because the buyer forwarded the confirmation, can write to us too; we will then check with the buyer before changing anything that affects the order or the payment. Address corrections for the recipient’s own home are the one exception: if the recipient tells us their unit number is missing, we add it and let the buyer know.
We never discuss the price of a gift with the recipient, and we never send them the receipt.
11. Changes in the busy weeks
From late November to the end of December, and in the week before Mother’s Day and Father’s Day, the 24-hour window stays exactly the same, but more orders are already in production by the time a change request reaches us. If you order in those weeks, please read your confirmation email as soon as it arrives rather than the next day. A quick reply is the surest way to catch a typo before the printer does.
If a change in those weeks means a remake, we tell you honestly whether the corrected gift can still reach the recipient before the holiday, using the making and travel times on our Shipping & Delivery page.
12. A short checklist before you press “Place order”
- Read every name aloud, letter by letter, including middle names and accents.
- Check the order of names on matching items, so both mugs in a pair list the couple the same way.
- Check dates in the format you want printed: 06/04/2026, June 4, 2026 or 4 June 2026 read differently in the United States and in Australia or New Zealand.
- Check the size against our Size Guide if you are ordering shirts.
- Check the shipping address belongs to the person receiving the gift, with apartment or unit number.
None of this is required, and the 24-hour window is there if something slips through. It simply saves you a message.
If you are unsure whether your change is still possible, write anyway. The worst answer is that the gift has already been printed, and even then the 60-day return with free postage means you are never stuck with something that is wrong.
13. Contact us
If you have just placed an order and need a change, write to support@warmheartgifts.com with your order number; we reply within 1 business day. You can also follow your order on the Order Tracking page, read how delivery works on Shipping & Delivery, or browse our FAQs.
Warm Heart Gifts, 688 Millsap Road, Fayetteville, AR 72703, US.