Help Center

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Welcome to the Warm Heart Gifts Help Center. This page gathers every support topic in one place, with a short summary of each and a link to the page that explains it in full. If you are in the middle of something, such as a typo you have just noticed, a parcel that has stopped moving or a mug that arrived chipped, jump to the topic below. If you are planning a gift and want to understand how ordering works before you begin, read from the top; it takes about five minutes and answers most first questions.

Quick answers

  • How long until it arrives? 1–3 business days to make, then usually 7–14 business days in transit; about 8–17 business days in all.
  • What does shipping cost? Nothing, to the US, Canada, Australia and New Zealand, with no minimum.
  • Can I fix a mistake? Yes, free of charge within 24 hours of ordering, if the order has not shipped.
  • Can I return a personalised gift? Yes, within 60 days of delivery, and we pay the return postage.
  • When do I get a refund? Within 7 days after the return is received and approved.

Before you order

A personalised gift starts with the person, then the piece, then the words. You can browse by recipient, such as Mom, Dad or grandparents, by occasion, such as anniversaries or birthdays, or by product. Each product page explains what can be personalised, the sizes or materials available, and how the gift is cared for.

Choosing the words

Short, specific words read best: a first name and a year, the name of a street, a line someone in the family always says. Read your text aloud before ordering, letter by letter for names. We print exactly what you type, including capital letters and punctuation, because unusual spellings are often deliberate.

Choosing a size

Shirts come in unisex sizes S to 3XL; our Size Guide explains how to measure a shirt that already fits and compare. Mugs come in 11 oz and 15 oz. Canvas prints run from 8×10 to 24×36 inches; hold a sheet of paper of the same size against the wall to imagine it.

Planning around a date

Count back about 17 business days from the day you need the gift. In late November and December add a few more. If the date is close, write to us before ordering and we will tell you honestly whether it can arrive in time.

Orders

After you order, you receive a confirmation email with your order number. Keep it; it is the quickest way for us to find your order. We read every order before printing. If something is unclear, such as a name that seems to be missing a letter or a line too long for the design, we pause and email you instead of guessing. If you do not reply within 7 days, we cancel and refund rather than print something that might be wrong.

Changes and cancellations: within 24 hours of ordering, and as long as the order has not shipped, you can change names, dates, words, sizes, colours, quantities or the address, or cancel completely, free of charge. Read Cancel or Change an Order.

Shipping

We ship free from the United States to the United States, Canada, Australia and New Zealand only. Each gift is made in 1–3 business days and then usually delivered within 7–14 business days. You receive tracking details by email when the parcel leaves us. Orders to Canada, Australia and New Zealand may be charged import duties or taxes on arrival, paid by the recipient. Everything about delivery, including address changes, gifts sent to someone else and busy seasons, is on Shipping & Delivery.

Tracking and late parcels

Follow your parcel with the tracking link in your shipping email, or look up your order on Order Tracking with your order number and email address. International parcels often pause for a day or two when they pass between carriers. If tracking has not moved for 7 business days, or the parcel is 7 business days past the latest estimate, write to us and we open an investigation; if it is not resolved within 5 business days, we remake your gift or refund you.

Returns and exchanges

Any item, personalised or not, can be returned within 60 days of delivery for any reason. We pay the return postage for every return, including a change of mind, and there are no restocking fees. Exchanges for a different size, colour or style are made with the same personalisation. Please contact us before sending anything back so we can send a return authorisation and label. Read the steps on Returns & Exchanges.

Damaged or misprinted gifts

If a gift arrives damaged, or the print does not match what you typed, send photos within 60 days of delivery: the outside of the box, the shipping label and the problem up close. We remake and resend the gift free of charge or refund you, and you usually keep or recycle the damaged piece. If the text matches what you typed but you made the typo, we still help through a normal return, with free postage.

Refunds

Refunds return to your original payment method within 7 days after your return is received and approved, your photo claim is approved, or your cancellation is confirmed. Because shipping and return postage are free, nothing is deducted for postage. A partial refund only happens if a change-of-mind return comes back used, and only after we explain it to you first. The full detail is in our Refund Policy.

Payments

All prices are in US dollars. The payment options for your order are shown at checkout before you pay, and only those can be used. Your payment is handled by the provider shown at checkout, and we never see your full card number. We do not currently add sales tax at checkout, and we do not currently use discount codes. If a payment is declined, check the billing address and card details, then try again or write to us. See Payment Methods.

Products and care

Ornaments come in ceramic, wood or acrylic and are decorations, not toys. Mugs are white ceramic in 11 oz and 15 oz; follow the care notes on each product page, and stop using a chipped mug. Shirts are unisex cotton crew-necks; wash inside out and do not iron directly on the print. Canvas prints are wrapped around a wooden frame or set in a slim frame; keep them out of constant direct sunlight and damp rooms. Our FAQs answer common product questions.

Account and privacy

You can check out as a guest; an account is optional. We use the names, dates and words you give us only to make, ship and support your order, never for marketing, and we never sell personal information. You can ask to see, correct or delete your information at any time. Read our Privacy Policy, our Terms of Service, our Intellectual Property Policy and our DMCA page for copyright notices.

Common situations, step by step

“I just noticed a typo in a name.”

  1. Find your order number in the confirmation email.
  2. Write to us with the subject “Change”, the order number and the full corrected text, copied exactly as it should be printed.
  3. Wait for our confirmation email; the change is final once you receive it. Within 24 hours of ordering it is free.

“The gift needs to arrive by a certain date.”

  1. Count back about 17 business days from the date, more in December.
  2. If you are inside that window, write to us before ordering with the delivery country and the date.
  3. We reply within 1 business day with an honest estimate, so you can decide whether to order, choose another piece, or tell the recipient the gift is on its way.

“The parcel says delivered, but nothing is here.”

  1. Check porches, garages, side doors, building reception and neighbours.
  2. Wait one more business day; carriers sometimes scan a parcel as delivered shortly before it actually arrives.
  3. If it is still missing, write to us within 60 days of the delivery date with your order number and address, and we will help.

“My gift arrived chipped.”

  1. Keep the box and packaging for now.
  2. Take three photos: the outside of the box, the shipping label and the damage up close.
  3. Send them with your order number and tell us whether you prefer a remake or a refund. You usually do not need to return the damaged piece.

“The shirt does not fit.”

  1. Keep the shirt unworn and unwashed.
  2. Write to us with the order number and the size you need; we send a free return label.
  3. We print the new size with the same personalisation as soon as the return is on its way.

“I received this as a gift and want to return it.”

Write to us with the order number from the packing slip, or the sender’s name and your address. We help you directly, and the sender is not told the details unless they ask. A refund goes to the person who paid; an exchange keeps the gift a gift.

“I am ordering for a memorial and I am not sure what to write.”

Take your time. Most families choose the person’s name and two dates; some add a short phrase the person used to say, or the name they were called at home. If you would like a second opinion, write to us with what you are considering. We answer gently, without hurry, and there is no obligation to order. If the gift arrives and the words feel different from how they felt on screen, you can return it within 60 days, with the postage paid by us.

“I want to order the same design for several people.”

Add one item per person to your cart and personalise each separately, or write in the Order notes box which name belongs on which item. Read each name once more before paying. Each item can be changed within 24 hours and returned individually within 60 days.

All support pages

Every Warm Heart Gifts support and policy page
Page Read it when you want to know
FAQs A quick answer to a common question
Order Tracking Where your parcel is and what each status means
Shipping & Delivery Making time, transit time, countries, duties, late and lost parcels
Cancel or Change an Order How to fix a typo, change a size or cancel within 24 hours
Returns & Exchanges How to send something back or swap a size, within 60 days
Refund Policy How much is refunded and when the money arrives
Payment Methods How paying works and what to do if a payment is declined
Size Guide How to choose a shirt size
Submit a Ticket How to send us a message with the right subject
Contact Us How to reach us and what to include
About Us Who we are and what we make
Sitemap Every page and collection on the site

Still need help?

Write to support@warmheartgifts.com or submit a ticket with your order number if you have one. A person replies within 1 business day. Please never send card numbers or passwords by email.