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\nWe would much rather answer a question before you order than fix a misunderstanding afterwards. Whether you are checking that a long name will fit on an ornament, asking whether a canvas can reach Wellington before an anniversary, or letting us know a parcel arrived damaged, this page tells you how to reach Warm Heart Gifts, what to include so we can help on the first reply, and where to find instant answers to the most common questions. Every message is read and answered by a person.
\nEmail is the quickest and most reliable way to reach us. Write to support@warmheartgifts.com from the address you used at checkout if your question is about an existing order; that lets us find the order straight away and confirm it is yours. If you prefer a structured message, our Submit a Ticket page offers a link for each topic with the subject line already filled in, so your message reaches the right place without you having to think about wording.
\nWe answer messages in the order they arrive, within 1 business day. Messages sent on a Friday evening or over a weekend are answered on Monday. In the weeks before Christmas, Mother’s Day and Father’s Day we receive more messages, and we still aim for 1 business day; if a reply might take longer, our automatic acknowledgement will say so.
\nWe do not currently offer telephone support or live chat. That is a deliberate choice: personalised orders involve names, dates and spellings, and having them in writing means nothing is misheard.
\nA few details in your first message usually mean we can solve the problem in one reply:
\n| Your question | \nPage with the answer | \nWhat it covers | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nStatus meanings, tracking, what to do if a parcel stops moving | \n
| When will it arrive? What does shipping cost? | \nShipping & Delivery | \n1–3 business days to make, 7–14 business days in transit, free to four countries | \n
| I need to fix a typo or change the address | \nCancel or Change an Order | \nFree changes within 24 hours of ordering | \n
| I want to send something back or exchange a size | \nReturns & Exchanges | \n60 days, any reason, return postage paid by us | \n
| When will I get my money back? | \nRefund Policy | \nRefunds within 7 days of approval, amounts by situation | \n
| Which shirt size should I choose? | \nSize Guide | \nHow to measure and choose between two sizes | \n
| How do I pay? | \nPayment Methods | \nOptions shown at checkout, currency, declined payments | \n
| General questions | \nFAQs | \nMore than thirty short answers | \n
| Everything in one place | \nHelp Center | \nA guide to every support topic | \n
Some of the most useful messages we receive arrive before an order is placed. You are welcome to ask:
\nThere is no obligation to order after asking. We would simply rather you buy with confidence.
\nFor a change or cancellation, write as soon as possible; changes are free within 24 hours of ordering if the order has not shipped. For a delivery question, check tracking first, then write if the parcel has not moved for 7 business days or is 7 business days past the latest estimate. For damage or a printing problem, send photos within 60 days of delivery. For a return or exchange, tell us which item and what you would like instead; we pay the return postage. In each case, include your order number.
\nRecipients are welcome to contact us directly, for example if a gift arrived damaged, if a shirt needs a different size, or if they would like to return something without troubling the person who sent it. Please include the order number from the packing slip if you have it, or the name of the person who ordered and the delivery address. We will help you without sharing the price or the buyer’s payment details, and any refund goes to the person who paid.
\nWarm Heart Gifts
688 Millsap Road
Fayetteville, AR 72703
United States
Email: support@warmheartgifts.com
\nWe are an online shop and do not receive visitors at this address. Please do not send returns to it unless your return authorisation tells you to; returns go to the address we give you when we approve the return.
\nWe will only ever contact you from support@warmheartgifts.com. We will never ask you for a card number, a security code, a bank or account password, or a one-time code, whether by email, text message or any other channel. If you receive a message claiming to be from Warm Heart Gifts that asks for these details, or that links to a website other than warmheartgifts.com, please do not reply or click; forward it to us so we can warn others.
\nWhen you send us photos, include only what we need to see. There is no need to show the recipient’s face or other private details in a photo of a damaged mug.
\n| Stage | \nWhat you see | \nTiming | \n
|---|---|---|
| Received | \nAn automatic acknowledgement may arrive confirming your message reached us | \nWithin minutes | \n
| First reply | \nA person answers your question or asks for the one detail we still need | \nWithin 1 business day | \n
| Action | \nWe make the change, send the return label, start the remake or issue the refund | \nAs described in the relevant policy | \n
| Confirmation | \nAn email confirming what was done, with any new tracking or refund details | \nWhen the action is complete | \n
Please keep replies in the same email thread. It keeps the history of your order together, so you never have to repeat yourself.
\nWe work on US Central Time. A message sent from Sydney or Auckland in your morning usually arrives during our evening, so our reply typically reaches you the next day your time. Our reply time of 1 business day counts US business days. If your question is urgent, for example a change you need before printing, say so in the subject line and we will look at it first.
\nDates are another small difference worth mentioning. If you are in Australia or New Zealand and write a date as 04/06, please spell out the month in your message, such as 4 June, so that it is printed the way you intend.
\n\n\n“Order 1042: the second grandchild’s name should be Kaitlynn with two n’s, not Kaitlyn. Everything else is correct.”
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\n\n“Before I order: can a 16×20 framed canvas reach an address in Calgary, Alberta, by December 12? The occasion is our parents’ 40th anniversary.”
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\n\n“Order 1077 arrived today with a cracked mug. Three photos attached: the box, the label and the crack. I would prefer a replacement.”
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Each of these can be answered in one reply, because it says which order, what is wrong or what is needed, and what outcome the writer would like. These are illustrations of the kind of detail that helps, not real customer messages.
\nIf you are planning a larger order, such as shirts for a family reunion, ornaments for every guest at a memorial gathering, or mugs for a team, write to us before ordering with the number of items, the sizes and the date you need them. We will tell you how best to enter the names so that each item is printed correctly, and whether the timing works. Large orders follow the same making time, free shipping, 24-hour change window and 60-day returns as any other order; we simply like to read them together with you first.
\nIf you write about gifts, run a community group or would like permission to use something from our site, write to the same address with a short description of what you have in mind. We read every message. Our Intellectual Property Policy explains how we handle requests to use our name, logo or designs.
\nIf you find any part of our site hard to use with a screen reader, a keyboard or a small screen, tell us. We can take your order by email in the meantime, with the same prices, free shipping and policies, and we will work on the problem.
\nIf something about ordering from us was confusing, slow or disappointing, we would like to know, even if it has already been resolved. Small shops improve one message at a time, and a clear description of what went wrong is more useful to us than any compliment. If something went well, that is good to hear too.
\nThank you for taking the time to write. We look forward to helping.
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