We take extra efforts to ensure your order reaches you in perfect condition, and your experience with your order is fantastic. Personalized and assembled candies, assembled favors, and gift set items are carefully assembled so that stickers or labels are centered and straight, wrappers are not twisted or bent, and your product is something you will be pleased to receive and share. Party supplies are carefully picked for your order, and packaged with speed and care. While customer requests for a return are rare, if you feel a return is warranted, please contact our Customer Care Team to discuss.
There are a few things that are NOT eligible for a return:
- Food items / edible products, including wrapped or packaged candy, cookies, mints, edible decorations, etc.
- Personalized items. Anything personalized is a custom order just for you and cannot be returned. As such, please check your online proof carefully while placing your order.
- Special order Items, props that require special delivery, disposable helium tanks.
- Wholesale purchases and volume discount orders are also not returnable.
- Any item in the following list that is not in its original and unopened sealed packaging:
wigs, facial hair, hair pieces, hair clips/extensions, headbands, barrettes, hair accessories, and hats with attached hair, teeth, fangs, undergarments, hosiery, orally-inflatable items, video tapes, DVDs, CDs, eyelashes, cosmetics, shoes & boots, costume footwear.
- Any item that has been altered by the customer or a third-party.
- Any product that has been used, worn, altered, is missing items, or is without the original packaging or tags. Please double-check to make sure you’ve included all of the pieces and packaging before you return the package.
Please keep in mind that refunds are for the cost of merchandise only and return shipping charges are not refundable. Additionally, your return is subject to a minimum 15% restocking fee.
To process your return as quickly as possible, send your package with tracking information to trace the package, if needed, to:
3115 Homeward Way
Fairfield, OH 45014
Eligible products must be in unused condition and may be returned no later than 10 business days from the day the order was received based on proof of delivery from the transit company (example: FedEx, USPS, etc.). All costs associated with the product return is at the customer's expense and is non-refundable.
A credit will be issued to your account within 30 days, and will reflect the price you paid for the product that you returned, less any shipping costs. Keep all products in their original packaging until the claim is settled. All returns are subject to a 15% restocking fee.
Damaged or Missing Products?
Claims for defective or missing product(s) must be filed with Ornament Shop within ten (10) non-holiday business days of your order’s delivery date based on the proof of delivery from the transit company. Please call or email our Customer Care Team to initiate the filing of a claim.
If your items arrive damaged or misprinted, a photo of the items is required to help us determine the cause of the issue. This will help our team determine what went wrong, file a claim with the transit company, and begin the process of fixing the issue for you. Keep all products in their original packaging.