Returns & Exchanges

For us at Holiday Traditions and MyOrnament.com, your ornaments are given the same care as if they were going on our own trees, to our own friends and families. All your personalized Christmas ornaments are customized and shipped within 24 hours—now that’s speedy service! 

Since every ornament is a special custom creation, returns and refunds are only available for defects or errors. If something’s amiss, snap a photo and let us know. We’ll make it right with a quick refund or exchange!

Exchanges and Refunds

Personalized gifts, made easy and perfectly yours—guaranteed! If there’s a hiccup in the quality, return it in its original packaging for a speedy exchange or refund. Since it's made just for you, returns are only accepted for defects. Exchanges are allowed only under specific conditions due to the personalized nature of our products.

Conditions For Exchanges and Refunds

• Our Error: If we make a mistake in the customization (e.g., wrong name, incorrect design), we will happily exchange the ornament or provide a refund.

• Damaged on Arrival: If your ornament arrives broken or damaged, we will exchange it, provided you submit proof. If you would like a refund we will also need proof of damage.

Process for Requesting an Exchange or Refund

1. Contact Customer Service - Email info@myornament.com with your order number and contact information. You have 14 days from delivery.

2. Photo Evidence: Please provide a clear photo showing the damage or error within 14 days of receiving your ornament.

3. Exchange Confirmation: If approved, we will send out a replacement ornament as quickly as possible.You should typically expect a response within 24 hours. 

4. Refund Confirmation: If approved, we will send you email confirmation of the refund. You should typically expect a response within 24 hours. The refund will be made to the original form of payment. Please allow up to 5 business days to see the refund on your credit card account.

Late or missing refunds

1. If you haven’t received a refund within 5 business days, please check with your bank or credit card company first. Sometimes the financial institution is in receipt of the funds, but they have not yet posted them to your account.

2. Please email us at info@myornament.com to let us know if they do not see the refund after 5 business days.

Exclusions

• Personalization Errors by Customer: We cannot offer exchanges or refunds if the error was due to incorrect information provided by the customer.

• Change of Mind: Due to the custom nature of our products, exchanges or refunds for a change of mind are not permitted.

Shipping returns

Where do I ship a return or exchange?

• If we request for you to return your product, you should mail your product to: 7235 21st Street E, Sarasota, FL 34243

• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

• The time it may take for your exchanged product to reach you may vary, depending on where you live.

• You may consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

Other Shipping Concerns:

The following are situations that sometimes happen and are out of our control. If these situations arise, please address your concerns directly with the USPS or other shipping service as applicable:

• If a package has been returned to us because of an incorrect address that you provided to us, there may be a re-shipping fee of $6.50.

• If the USPS tracking information confirms that the package was delivered to the address you provided.

• If the package is lost after the USPS has accepted the parcel from us.

• If the USPS tracking system indicates that the package is still in transit, out for delivery, or that the delivery status has not been updated.

 

Need help?

Contact us at info@myornament.com for questions related to refunds and returns.