Submit a Ticket
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A support ticket is simply an email that reaches the right place with the right subject. Choose the topic that best matches your question below; the link opens a new message to support@warmheartgifts.com in your email app with the subject already filled in. Add the details listed under that topic, send it, and a person at Warm Heart Gifts will reply within 1 business day. Every ticket is kept in one email thread, so you can reply to our answer and the history of your order stays together.
Before you open a ticket
- Reply time: within 1 business day, Monday to Friday, excluding US public holidays.
- Include: your order number for anything about an existing order.
- Never include: card numbers, security codes, passwords or one-time codes.
- Urgent text change? Use the “Change my order” ticket; changes are free within 24 hours of ordering.
- No email app? Write to support@warmheartgifts.com from any email service and copy the subject shown below.
1. Choose your ticket
| Topic | Open the ticket | Please include |
|---|---|---|
| Change my order (text, size, colour, address) | Change my order | Order number and the full corrected text or details |
| Cancel my order | Cancel my order | Order number and the items to cancel, or “whole order” |
| Where is my order? | Where is my order | Order number and tracking number if you have it |
| Damaged or misprinted gift | Damaged or misprinted gift | Order number, photos of the box, label and problem, and whether you prefer a remake or refund |
| Return or exchange | Return or exchange | Order number, the item, and refund or the new size or style |
| Refund question | Refund question | Order number and the date of the approval email |
| Question before ordering | Question before ordering | The product, the text you plan to print, and the date and country if timing matters |
| Payment problem | Payment problem | Date, time and amount of the attempt, but no card details |
| Privacy request | Privacy request | What you would like us to see, correct, export or delete |
| Copyright or IP concern | Copyright or IP concern | The items listed on our DMCA page |
| Something else | General question | Anything that helps us understand |
2. A closer look at each ticket
Change my order
Use this when a name, date, word, size, colour, quantity or the delivery address needs to change. Within 24 hours of ordering, and as long as the order has not shipped, changes are free. Paste the full corrected text. If the change alters the price, for example a larger canvas, we tell you the difference and wait for your agreement before taking anything. If printing has already begun after the 24 hours, we tell you honestly and offer the return route instead.
Cancel my order
Within 24 hours, cancellation is free and the full amount reaches your original payment method within 7 days of our confirmation. Say whether you want to cancel the whole order or only some items. After shipping, an order cannot be cancelled, but every item can be returned within 60 days with free return postage.
Where is my order
Check the tracking link in your shipping email first; international parcels often pause for a day or two at hand-overs. Open this ticket if tracking has not moved for 7 business days, if the parcel is 7 business days past the latest estimate, or if tracking says delivered and you cannot find it. We open the carrier investigation for you.
Damaged or misprinted gift
Attach photos and say whether you prefer a remake or a refund. A misprint means the print differs from what you typed, or the item or colour is not what you selected. We remake and resend free of charge, or refund in full, and you usually keep or recycle the faulty piece. If the text matches what you typed, we still help through a normal return with free postage.
Return or exchange
Tell us which item and whether you would like a refund or a different size, colour or style. You have 60 days from delivery, for any reason, and we pay the return postage. We reply with a return authorisation and a prepaid label, or explain how we reimburse postage where a label is not available in your country.
Refund question
Refunds reach your original payment method within 7 days after approval. If one has not appeared by then, open this ticket with the date of the approval email. We send you the transaction reference and follow up with the payment provider.
Question before ordering
Ask anything: whether a list of names will fit, how a date will be printed for a recipient in Australia or New Zealand, which ornament material suits a home with small children, or whether a gift can arrive by a particular day. There is no obligation to order afterwards.
Payment problem
Tell us when you tried to pay, the amount, and what message you saw, but never your card details. Our Payment Methods page lists the usual fixes for a declined payment. If you were charged without receiving a confirmation email, please do not order again until we reply, so you are not charged twice.
Privacy request
Ask to see, correct, export or delete your personal information, or to remove the personalisation text from a past order. Write from the email address used on the order so we can confirm it is you. We complete requests within 30 days, as our Privacy Policy explains.
Copyright or IP concern
If you believe something on our site or a product we made uses your work, trademark or design without permission, include the details listed on our DMCA page. We confirm receipt within 1 business day and stop printing the material while we review it.
General question
For anything else, such as feedback, a permission request, a larger group order, or a question about accessibility, choose this ticket and tell us as much as is useful. If your question turns out to belong to another topic, we simply answer it; there is no wrong door.
3. How to write a ticket that is solved in one reply
The fastest tickets share three things: which order, what happened or what you need, and what you would like us to do. Personalisation is precise work, so for any text change please paste the complete line exactly as it should be printed rather than describing the change. For example, “Grandma Ruth, est. 1961” is clearer than “add est. 1961 after the name”. If several items in one order are affected, list each item with its own corrected text.
For damage, three photos are usually enough: the outside of the box, the shipping label and the problem up close in good light. There is no need to include people or anything private in the photos. For timing questions, tell us the delivery country and the date you need the gift by, and we will give you an honest estimate based on our 1–3 business days of making time and 7–14 business days in transit.
4. What happens after you send it
- It arrives. Your message reaches our support inbox. An automatic acknowledgement may confirm receipt.
- A person reads it. Tickets are answered in the order they arrive, and urgent text changes inside the 24-hour window are looked at first.
- We reply within 1 business day, either with the answer or with one short question if we need a missing detail.
- We act. We make the change, send the return label, start the remake, open a carrier investigation or issue the refund, as our policies describe.
- We confirm. You receive an email confirming what was done. Your request is final once you have that confirmation.
5. Timing for common tickets
| Ticket | Our first reply | Outcome timing |
|---|---|---|
| Change or cancel (within 24 hours) | Within 1 business day | Free change; cancellation refunded within 7 days of confirmation |
| Where is my order | Within 1 business day | Carrier investigation up to 5 business days, then remake or refund |
| Damaged or misprinted | Within 1 business day | Remake starts once approved, or refund within 7 days of approval |
| Return or exchange | Within 1 business day, with a return label | Return checked within 2 business days of arrival; refund within 7 days of approval |
| Privacy request | Within 1 business day | Completed within 30 days |
6. Keep your details safe
Please never send card numbers, security codes, bank passwords, account passwords or one-time codes in a ticket or any email. We will never ask for them. If someone contacts you claiming to be Warm Heart Gifts and asks for those details, or sends you to a website other than warmheartgifts.com, do not reply; forward the message to us instead. When you send photos, crop out anything private that is not needed to show the problem.
7. If you do not hear back
We reply to every ticket. If a business day has passed without an answer, check your spam or junk folder, then search your inbox for “Warm Heart Gifts”. If nothing is there, reply to your original message or send a new one with “Second request” at the start of the subject line, and we will look at it first. Occasionally an email service rejects our replies; adding support@warmheartgifts.com to your contacts helps prevent that.
8. Tickets from gift recipients
If you received a gift and something is wrong, you are welcome to open a ticket yourself. Use the order number on the packing slip if there is one, or give us the sender’s name and your delivery address. We will help you directly, without sharing the price or the buyer’s payment details. Refunds go to the person who paid; exchanges stay with you.
9. Related pages
Many answers are already written down. Before opening a ticket you may want to read our FAQs, the Help Center, Order Tracking, Shipping & Delivery, Cancel or Change an Order, Returns & Exchanges and our Refund Policy. For general ways to reach us, see Contact Us.
10. Why we use email tickets
We chose email over a form or a chat window for one reason: personalised gifts depend on exact words. An email keeps the names, dates and spellings you send in writing, in one thread, where both of us can read them again before anything is printed. It also means you keep a copy of everything we agree. If you would find a different way of contacting us easier, tell us in your first message and we will do our best to accommodate it.
Warm Heart Gifts, 688 Millsap Road, Fayetteville, AR 72703, US.