Click on the questions below to expand the answers.

Can I Call You?:

  • Why can't I reach you by phone?

    In an effort to keep costs down, and offer our valued customers the best pricing, we do not staff a call center. During our busy holiday season we do not have the time available to answer questions, make changes and take phone orders. We apologize for any inconvenience, but due to the increase in volume during the holiday season we have implemented a “no phone call” policy. Please review our thorough list of FAQ’s below that should answer most of your questions.

  • Why don't you take phone orders?

    We do not take phone orders. We'd love to be able to do this, but we just can't…for several very good business reasons. To keep costs down and pass savings on to our valued customers, we do not have a staff to take phone orders. We are able to do our job more efficiently with accurate spelling and other information when the personalization is submitted by you online. We want to do our best to get everything right!

After Ordering:

  • How do I change an incorrect Ship To address?

    If you contact us within 2 hours of placing your order every effort will be made to make the requested change. Your correspondence must include the order number and the address that you want changed as well as the new address. Please contact us using this form.

  • I received the wrong order.

    We are very sorry this happened. Please contact us using this form. and include your order number. It would help us tremendously if you could tell us the order number of the order you received. To do this, peel the label off the box and you will see a set of handwritten numbers. Send this 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 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. Please contact us using this form. Be sure to include your order number and let us know which ornament(s) is to be replaced by giving us the ornament number, which is either one or two letters followed by 4-5 numbers. We would also like to know where it was broken, so we learn from our packing mistakes. When we ship your replacement, we will send you an email. This will be done within 5 business 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.

  • Can I add or remove items to my order?

    We cannot add or remove items from an order. Due to the increased volume of orders during the holiday period it is very difficult to locate orders in our Distribution Center during the processing period. We sincerely want to help, but adding or removing items is simply not possible.

  • I spelled something wrong on my order. How do I correct?

    If you contact us within 2 hours of placing your order every effort will be made to make the requested personalization change. Be sure to include your order number and the number of the specific ornament to be changed. If you do not write to us in time, your order will be sent with the personalization you entered and approved by you when the confirmation box was checked. Please contact us using this form.

  • Why didn’t you catch my error?

    When personalization is entered the customer is asked to check a box, which confirms all information entered is accurate. We move very quickly during the holiday season and as hard as we try to catch customer errors, we must trust the information you entered is correct. If we do see something we will do our best to give you a call, but we cannot be held accountable for customer spelling mistakes or incorrect dates (either entered or selected from the drop-down menu).

  • When will my order arrive?

    Throughout the year, and for most of our busy season, we ship all orders within five (5) business days of receiving the order. Starting with Black Friday, and for the next ten days or so, it may take up to seven (7) business days. In no instance, do we ever ship an order that will not arrive by the day before Christmas. If at any time you are not satisfied with our shipping schedule, you may cancel your order so long as it has not entered our personalizing department.

    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 located 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.


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

    Please go to

  • Where is my Order?

    We allow 5 business days to process an order, which means your order will be shipped on or before the 5th business day. You can view the current status of your order by visiting the following page Enter your order number and the e-mail address used to place your order and you will see what department your order is in. We will send you a shipping confirmation e-mail along with U.S. Post Office tracking number, which provides an estimated delivery date. Please note, the date is an estimate and not a guarantee of when your order will arrive.

  • Where is my packing slip?

    We do not include a packing slip when we ship your order. We do this for two reasons. We ship all orders complete and we e-mail you an order confirmation immediately after your order is submitted, which includes all of the items and personalization details. Additionally, every effort is made to be environmentally conscious and due to the reasons mentioned it is not necessary to print another piece of paper.

  • An item is missing from my order. Where is it?

    Your order was shipped in its entirety as Company policy is to ship all orders complete. Please unwrap all of the packing paper from end to end. Our packing material is very efficient and due to our packing technique sometimes the first ornament wrapped in a bundle gets “stuck”. You also might think additional paper is “filler” but it could contain an ornament wrapped individually. Please check all of the packing material. If an item is still not in the box please contact us using this form.

  • Do you ship internationally?

    We only ship orders within the contiguous United States, Alaska and Hawaii. We do not ship to any off-shore United States territories and possessions, which include American Samoa, Guam, Northern Mariana Islands, Puerto Rico and the U.S. Virgin Islands.

  • Can you ship my order with next day service?

    We do not expedite the shipping of orders. We use the U.S. Post Office and ship orders via First Class or Priority Mail based on weight. All orders are processed in the order received.

  • Do you only ship using the US Post Office?

    The U.S. Post Office is our preferred shipping partner and we do not offer service from any other carrier.

Before Ordering:

  • Will I get my order in time for Christmas?

    We usually stop taking orders for delivery by Christmas around December 16th. Please check our website after December 10th for complete details.

  • Will my personalization fit?

    We currently do not limit the amount of letters allowed for personalization. Please be mindful that spaces are small and we are personalizing by hand and not on a machine. Every effort will be made to fit the requested personalization. Please note, creative liberties might need to be taken by our personalizers. They might have to write the information in a place that is different than pictured online. We will give you a call if we have any questions.

Change Hair Color:

  • 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 hair colors (blonde and brown) in stock. However, if we do not offer the color you are looking for on the Product Personalization Page, the hair color is sold out. Our inventory moves very quickly during the holiday season and we try to replenish often, but it is possible the desired hair color will not return in time for Christmas delivery.

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

    The ornament shown online is an example of what the ornament will look like and is not representative of the hair color you will receive. Available hair colors (blonde and brown) are shown in the drop-down menu. If the desired hair color is not shown, it is sold out. Our inventory moves very quickly during the holiday season and we try to replenish often, but it is possible the hair color you are looking for will not return in time for Christmas delivery.


  • 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 "Norton Secured" graphic on this page of our website and type in our domain name ''.

    You may have seen a security error if you have gone to rather than 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.

Catalog Inquiries:

  • I see an item in your catalog, but can’t find it online.

    Our inventory moves very quickly during the holiday season and we try to replenish as frequently as possible. If you see an item in our catalog and you cannot find it online, the item is sold out. We cannot guarantee the item will return to inventory in time for Christmas delivery. If you would like to be notified when an item returns to stock, please enter your e-mail address at the top of the product page and we will send you note when the item is available for purchase.

  • Remove my name from your mailing list

    Please write to us at with the address that appears on the mailing label and we will remove your name from our catalog list. Please note, your address will be removed from our mailing list for the next holiday season. We cannot make immediate changes as our addresses are already queued for production.

  • Add me to your mailing list

    Please write to us at with your mailing address and we will be more than happy to add you to our catalog mailing list. Please note, the request will take effect for the next holiday season. We do not have the capabilities to mail individual catalogs.

  • Can you mail me a copy of your catalog?

    Unfortunately we do not have the capabilities to send individual catalogs.

  • Can I call and place an order for an item I saw in your catalog?

    We do not take phone orders. We'd love to be able to do this, but we just can't…for several very good business reasons. The time involved to take a phone order is not possible. For us to get things as our customers want them, all orders must be placed via the Internet. Additionally, because of the personalizing involved, we need to have the spelling done in writing, so we get it right.

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.

Please correct the following error(s) and try again:

Mail man Christmas ornament with a letter for John |

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,

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

Hover over testimonials to stop scrolling

10/13/2019 - "Since I try to put thought into the personalized ornaments I order each year, I ordered so early that I received them within a week. I have never been disappointed and this year is no exception. They’re all personalized correctly and the colors are vivid, and I can hardly wait to give them to all the kids I buy for. Thanks for your quality and large inventory from which to choose. Valerie D."

10/7/2019 - "Very pleased with my purchase and the customer service was excellent.Linda T."

9/24/2019 - "I have ordered from this company for a few years and I LOVE the quality of their ornaments and are very cute. I have gotten a lot of compliments on them also. I will be ordering again next year. Carol P."

9/27/2019 - "I started a new tradition last year purchasing my adult children an ornament that symbolizes something they did during the past year. I was very pleased with the ornaments purchased last year and am excited about seeing the ones I have ordered this year. Beth A."

10/15/2019 - "The site made buying ornaments easy and fun. Jennifer M."

10/29/2019 - "I ordered ornaments for my grandchildren. They have a large selection so I was able to find ornaments that fit each child's lifestyle. I had all personalized and they did an excellent job. Wanda B."

10/16/2019 - "Very happy with selection to choose from and personalized choices. Was kept aware of where my order was in the system, and was very happy with the product. Will order from them in the future. Carolyn L."

8/7/2019 - "Love the pontoon ornament design. I'll be giving it to my husband for our tree at Christmas time. We purchased a boat this year and have made great memories with our family. Marilyn B."

10/1/2019 - "I always try to find a glass ornament for my grandchildren but there are not many choices that are different each would like more choices that say grandson or granddaughter that are glass. Becky C."

10/28/2019 - "I order from you guys every year. I have grandkids and buy them ornaments every year. Love your company. Denise H."

See all testimonials dating back to 2005!

Go Top