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Click on the questions below to expand the answers.

After Ordering:

  • Can I change my order once it has been sent to you?

    We'd love to be able to do this, but we just can't…for several very good business reasons. Because of the personalizing involved, we need to have the spelling done in writing, so we get it right. Also, we don't have the staff to take down all the order information like address on credit card, shipping address, etc. For us to get things as customers want them, we have found that the Internet offers us the right way for us to receive orders.

  • Why can't I reach you by phone?

    We'd love to be able to do this, but we just can't…for several very good business reasons. Because of the personalizing involved, we need to have the spelling done in writing, so we get it right. Also, we don't have the staff to take down all the order information like address on credit card, shipping address, etc. For us to get things as customers want them, we have found that the Internet offers us the right way for us to receive orders.

  • How do I change an incorrect Ship To address?

    If you contact us using this form before your order goes to our Shipping Department, we will most likely be able to make the change for you. Be sure to include your order number and the address that you want changed as well as the new address. If you do not write to us in time, your order will be sent to the wrong address and we'll have to wait for it to be returned - and that takes some time.

  • I received the wrong order. How will you correct this?

    We are sorry this happened. Please write to us using this form and tell us your order number. We will ship out a new order right away. It would help us tremendously if you could tell us the order number of the order you received. To do this, please take the label off the box and you will see a set of numbers. Send this along to us and we'll try to find its owner. In advance, thank you for your help and please accept our apologies! Your replacement order will be sent right away.

  • Why didn't I get a confirmation email?

    We automatically send out an email the minute we receive an order. If you didn't get one, it is probably because you have a spam filter set high or you gave us an incorrect email address (about 20% of all e-Commerce shoppers mistakenly type in an incorrect email address). We are sorry this happened. Please see www.OrnamentShop.com/shipping for the estimated length of time for your order to arrive. We will send the same email address an email when we actually place the shipping label on the package to be sent to you.

  • I received a broken ornament. What next?

    We are very sorry this happened. We will replace it right away if you write to us at CustomerService@OrnamentShop.com. In the Subject line, please write: BROKEN ORNAMENT - and then your Order #. Tell us which ornament(s) is to be replaced by giving us the ornament number, which is either one or two letters followed by 4 numbers. We would also like to know where it was broken, so we learn from our mistakes. When we ship your replacement, we will send you an email. This will be done within 5 days of receiving your email. If we have questions, we will be in touch with you via email.

  • Can I cancel my order?

    We are unable to cancel or change orders or products once your order has been placed with us. There is just no way to locate the order, as it goes in several different directions depending on what needs to be done to it. We sincerely want to offer the best customer service, but cancellations are not possible.

  • Why was my credit card charged when I placed my order?

    Orders are charged immediately as we ship as soon as possible after receiving the order. Credit cards are processed automatically in a "safe" environment, not as in a store.

  • How do I change incorrect personalization on my order?

    If you contact us using this form before your order goes to our Personalizing Department, we will most likely be able to make the change for you. Be sure to include your order number and the number of the specific ornament to be change. This would have to be within a few hours of placing your order. If you do not write to us in time, your order will be sent to you and you will have to send it back so we can correct it. Send it to:
    OrnamentShop.com
    28457 N. Ballard Drive – Unit C
    Lake Forest, IL 60045

    Also include a note telling us what is to be changed and your order number and email address. We'll make the correction and charge you $2.00 to send the ornament back to you.

  • What does it mean…Your order is incomplete?

    If you see this message, please go to www.OrnamentShop.com. At the top of the page, you'll see a tab marked Your Account. Click on this - it will ask you for your email address and your password.
    Once you enter these two items, you'll come to a page that offers you the opportunity to View Your Complete and Incomplete Orders. Click on this link and then click on Activate This Order and you'll see everything currently in your shopping cart, including this incomplete order as well as any other activity you might have had with us. Go ahead and add or subtract items as you wish and submit the order.

  • When will my order arrive?

    Time in Transit
    Time in transit is the estimated number of business days from shipment of your order to your receipt of it. Please note that service is from time of product shipment (there may be processing or weekend days in between). When estimating the arrival of your gifts, please consider that our offices are in Lake Forest, Illinois, a suburb of Chicago. If your order is shipped by Priority Mail, the Post Office tells us it should arrive in 2-3 business days.

Before Ordering:

  • Why don't you take phone orders?

    We really wish we could, but we need to have our customers write out the personalizing to be done. Also, we don't have the staff to take down all the information like addresses on credit cards and shipping address, etc. Finally, our customer's credit card charges are processed automatically in a "safe" environment, not as in a store. We'd like to be able to help you, but for us to get things as customers want them, we have found that the Internet offers us the right way to receive orders. Please do shop at www.OrnamentShop.com

  • Before I place my order, how do I change the shipping address?

    On the Shipping Selections page (step number 2 in the ordering process), there is a red line that says "Click Here to Update your Personal Address Book". Doing so will allow you to enter addresses you want to ship to. There is also a link on the next page (Billing Information) that lets you completely remove all previous billing information.....it says "If you wish to change the billing information listed below, just click here"

  • How do I order using a check or money order?

    Send your check or money order along with your order - just go to our site www.OrnamentShop.com, pick the ornaments you want, complete with personalizing and just before you need to put your credit card in, print out the order. Then add taxes if necessary, along with the right amount for shipping and send it along to us at

    OrnamentShop.com, 28457 N. Ballard Drive – Unit C, Lake Forest, IL 60045

  • Why can't I reach you by phone?

    We'd love to be able to do this, but we just can't…for several very good business reasons. Because of the personalizing involved, we need to have the spelling done in writing, so we get it right. Also, we don't have the staff to take down all the order information like address on credit card, shipping address, etc. For us to get things as customers want them, we have found that the Internet offers us the right way for us to receive orders.

  • Is your website secure?

    Rest assured our website uses the highest level of security available. You may double check this by clicking on the "VeriSign Secured" graphic on this page of our website http://www.ornamentshop.com/Security.asp or you may go directly to our security provider VeriSign, http://www.verisignsecured.com and type in our domain name 'www.ornamentshop.com'.

    You may have seen a security error if you have gone to http://ornamentshop.com rather than http://www.ornamentshop.com to complete your shopping. Some web browsers will complain if the www is left off. However, shopping on this website without the www is just as secure as with the www in the address bar.

  • Can I get a different color of hair if you are not offering the color I want?

    During our busy season we try to keep all colors of hair in stock. However, if we do not offer the color you want on the Product Personalizing Page, we do not have it in stock and will not get it again this season.

  • The picture shows a hair color you don't offer, can I get the hair color shown?

    We do not take pictures of all hair colors. We only have in stock the hair colors we offer and will not get others this season.

Problem With Order:

  • I received my order but you spelled the name wrong. What next?

    Please send an e-mail to Oops@OrnamentShop.com with your order number and what was incorrectly personalized. We will send out a new ornament within five (5) business days of receiving your e-mail.

  • I received a broken ornament. What next?

    We are very sorry this happened. We will replace it right away if you write to us including your order number at Oops@OrnamentShop.com. Tell us which ornament(s) is to be replaced by giving us the ornament number, which is either one or two letters followed by 4 numbers. We would also like to know where it was broken, so we learn from our mistakes. When we ship your replacement, we will send you an email. This will be done within 5 days of receiving your email. If we have questions, we will be in touch with you via email.

  • I received the wrong order. How will you correct this?

    We are sorry this happened. Please e-mail Oops@OrnamentShop.com with your order number. We will ship out a new order right away. It would help us tremendously if you could tell us the order number of the order you received. To do this, please take the label off the box and you will see a set of numbers. Send this along to us and we'll try to find its owner. In advance, thank you for your help and please accept our apologies! Your replacement order will be sent right away.

Product:

  • Can I get a different color of hair if you are not offering the color I want?

    During our busy season we try to keep all colors of hair in stock. However, if we do not offer the color you want on the Product Personalizing Page, we do not have it in stock and will not get it again this season.

  • The picture shows a hair color you don't offer, can I get the hair color shown?

    We do not take pictures of all hair colors. We only have in stock the hair colors we offer and will not get others this season.

  • Why can't I reach you by phone?

    We'd love to be able to do this, but we just can't…for several very good business reasons. Because of the personalizing involved, we need to have the spelling done in writing, so we get it right. Also, we don't have the staff to take down all the order information like address on credit card, shipping address, etc. For us to get things as customers want them, we have found that the Internet offers us the right way for us to receive orders.

Shipping:

  • Why can't I reach you by phone?

    We'd love to be able to do this, but we just can't…for several very good business reasons. Because of the personalizing involved, we need to have the spelling done in writing, so we get it right. Also, we don't have the staff to take down all the order information like address on credit card, shipping address, etc. For us to get things as customers want them, we have found that the Internet offers us the right way for us to receive orders.

  • I received the wrong order. How will you correct this?

    We are sorry this happened. Please write to us using this form and tell us your order number. We will ship out a new order right away. It would help us tremendously if you could tell us the order number of the order you received. To do this, please take the label off the box and you will see a set of numbers. Send this along to us and we'll try to find its owner.

  • What are your shipping charges? How do you determine your shipping charges?

    Please go to http://www.ornamentshop.com/Shipping.asp

  • How do I change an incorrect Ship To address?

    If you contact us using this form before your order goes to our Shipping Department, we will most likely be able to make the change for you. Be sure to include your order number and the address that you want changed as well as the new address. If you do not write to us in time, your order will be sent to the wrong address and we'll have to wait for it to be returned - and that takes some time.

Technical:

  • How do I turn on JavaScript for a better shopping experience?

    Enable JavaScript in Internet Explorer 5.x or 6.x
    1. From the browser's Tools menu select "Internet Options..."
    2.Select the Security tab.
    3. Pick the "Internet zone" icon.
    4. Push the "Custom Level..." button.
    5. Scroll down the Settings list to the Scripting item. (You may need to double-click on icons to expand lists.
    6. Under the "Active scripting" item, choose the Enable radio button.
    7. Push OK and Yes to confirm and close the Security Settings dialog box, then OK again to close the Internet Options dialog box.
    8. Refresh the current page.

    Enable JavaScript in Mozilla Firefox .9 to 1.5
    1. From the browser's Tools menu select "Options"
    2. Select the Content tab.
    3. Check the "Enable JavaScript" checkbox.
    7. Push OK confirm and close the Options dialog box.
    8. Refresh the current page.

  • Is your website secure?

    Rest assured our website uses the highest level of security available. You may double check this by clicking on the "VeriSign Secured" graphic on this page of our website http://www.ornamentshop.com/Security.asp or you may go directly to our security provider VeriSign, http://www.verisignsecured.com and type in our domain name 'www.ornamentshop.com'.

    You may have seen a security error if you have gone to http://ornamentshop.com rather than http://www.ornamentshop.com to complete your shopping. Some web browsers will complain if the www is left off. However, shopping on this website without the www is just as secure as with the www in the address bar.

Contact Us:

Please note, if your question is regarding a specific order, you must enter your order number so that we may look up your order. Your order number was listed on the last page of the checkout process as well as was sent to you in a order confirmation email.


Alternatively, you may contact us at: Ornament Shop, 28457 N. Ballard Drive – Unit C, Lake Forest, IL 60045,

I am committed to delivering our customers the greatest selection of unique, personalized Christmas ornaments and gifts on the internet! We have over 5000 Christmas ornaments to choose from, each personalized with a name or special greeting from you!
Sincerely, Dianne Weller — Owner, Ornamentshop.com

Read what our customers say about our Personalized Christmas Ornaments and their shopping experience!

Hover over testimonials to stop scrolling

6/27/2014 -"You have the best online Christmas ornaments. I have been buying from you for a few years now and have always found what I was looking for. Your personalization is impeccable! The craftsmanship and personalization of the ornaments is top-shelf! Susan Z."

10/8/2013 -"The ornaments that I ordered just a couple of days ago have arrived. I order every year, and am always so pleased. This year is no exception. They seem bigger than what I expected, but that's fine. I didn't expect the little ballerina to have a net tutu! And the 'You're always in our hearts" ornament almost brought a tear to my eye. I hope my daughter-in-law thinks the same. Thank you. Thank you. They're all wonderful!!! The grand kids look forward to them every year "When do we get to have the ornaments???" Elizabeth P."

10/6/2013 -"Dianne - I have been buying special Christmas ornaments from your company for the last 4 years. I buy them to commemorate something special that has happened in my children's lives that year and I think I have created something really special. Every year now they can't wait to open them. My one son has called them a unique life's storyboard. I however just have fun deciding each year what to choose. Thank You for the broad spectrum of ideas from which to choose, and thank you for being a part of our family each Christmas. Sincerely, Marylu A."

5/24/2014 -"I have given Ornaments as Christmas gifts and at other times of the year. Everyone loves them. I have told a lot of my family and friends about OrnamentShop.com as I am very satisfied with your products. Nancy M."

6/22/2014 -"Have ordered from your company a number of times, but didn't realize how good you were until I had recently had personalized gift items badly botched from another retailer on two separate occasions. Just received the latest shipment of three of your graduation ornaments: all beautifully detailed. Barbara S."

12/15/2013 -"Just received my Christmas ornaments and as usual, I am completely satisfied with them. I've been ordering from you for about 6 years and I have never been disappointed. Thanks for your excellent work and I received them in record time. Audrey"

10/6/2013 -"Dianne - I have been buying special Christmas ornaments from your company for the last 4 years. I buy them to commemorate something special that has happened in my children's lives that year and I think I have created something really special. Every year now they can't wait to open them. My one son has called them a unique life's storyboard. I however just have fun deciding each year what to choose. Thank You for the broad spectrum of ideas from which to choose, and thank you for being a part of our family each Christmas. Sincerely, Marylu A."

8/5/2014 -"I love Ornament Shop! I have given my kids ornaments every year and am now giving them to my grandkids. They look forward to them every year and the quality and personalization of Ornament Shop's ornaments is fabulous! Rebecca C. "

8/4/2014 -"DEBBIE, they arrived!!!! The ornaments arrived safe and sound, who ever packs them needs a BIG Good Job! I am not sure what part of the OrnamentShop shopping I like the Best....spending hours looking at ALL the selections until I find I right one for each grandchild or opening the package when they arrived like today, so HAPPY with each and everyone of them. I have to say Debbie of course working with you is on the top of the list. It is too bad that the ornaments do not show their true colors and the quality of workmanship browsing online....the actual item is much superior! The detail of each ornament is over the TOP. Thank you so very much....it was Christmas in July at my house today, plus 4 days of course being August 4. Best Regards, Suzanna LaG."

11/13/2013 -"YEAH...thank you so much . This is why I order from your company every year. Not only am I totally happy with your products but I feel you have the best customer service . You truly put your customers first. Thank you, again... Very truly yours, Kathleen W."

See all testimonials dating back to 2005!

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