Order Tracking
Track Your Order Status
From Our Workshop to Your Christmas Tree
We get it—you ordered something special, and now you're counting the days until it lands on your doorstep (or in your mailbox).
Whether you're tracking an order to double-check everything’s on the way, or investigating one that’s delayed, you’re in the right spot.
Our commitment to you is always to ship your order within 24 hours of receipt. Please note that tracking information may take 24 hours to be updated by the carrier. During peak holiday season, carrier delays due to weather conditions or volume can occur and are beyond our control.
Locate Your Order Information
Track Your Order Confirmation Email or SMS
- Open the email we sent right after you ordered. It’s titled “Your Order Confirmation from MyOrnament.com”. (Be sure to check your spam folder if you do not see the confirmation email in your inbox within 24 hours.)
- Click the “View Your Order” button.
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You’ll see your order details and a tracking link if your package has shipped.
Can’t Find Your Order Info?
No worries. We’re here to help. Please send us an email or chat with the following:
- Name on the order
- Email address used at checkout
- Delivery address
Still Can’t Find Your Order?
Uh oh! If your tracking says “delivered” but your porch is still sadly ornament-free—or your order tracking information hasn’t been updated in a while—don’t worry. We’re here to help.
Here’s what you can do:
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Check around your mailbox or front door. Sometimes delivery drivers hide packages in sneaky spots to avoid the weather or keep them safe from porch pirates.
Ask your neighbors or building manager. Your package may have been mistakenly delivered next door. This is also a good excuse to say hello to a friendly neighbor. - Give it 24 more hours. Carriers sometimes mark items delivered just before they actually arrive. We don’t know why this happens, but we do know it occurs and can be frustrating.
- Still no luck? We’ve got your back. Contact our helpful customer service team.
FAQ Hall Of Fame (Our most asked questions)
When will my ornament ship?
Almost all orders are personalized and shipped within 24 hours (yep—even during the holidays). The only exception to the rule is if we are waiting for an update from you regarding one or more items on the order.
Which shipping carriers do you use?
We work with USPS, FEDEX, DHL, UPS and other worldwide local carriers for fast, reliable delivery.
What if I'm not home when my package arrives?
No worries! Many delivery drivers will find a safe spot for your package or leave a "we missed you!" note for redelivery.
I haven't received a shipping confirmation email?
Check your spam folder – sometimes our emails get lost in there! If you still can't find it, contact us with your order number and we'll resend it immediately.
Why does my tracking show 'Label Created' for several days?
This means your package has been picked up by the carrier but is not getting tracking updates. Unfortunately this happens on rare occasions, and it’s probably best for you to contact us for help.
The tracking hasn't been updated in days (and nobody likes the silent treatment)
Packages sometimes don't scan at every checkpoint, or very busy package handlers “skip” scanning some packages to keep the conveyor belts moving. If it's been more than 3 business days without updates, contact us ASAP and we'll investigate.
My order says it’s delivered, but I don't have it. Now I’m worried!
Time for a package treasure hunt! Check around your property, with neighbors, or ask building management. Unfortunately, sometimes a package may even get left behind at the local post office. Many times packages are misplaced by new delivery drivers.
HELP! I need to change my shipping address. Contact us ASAP!
If your ornament hasn't started its journey yet, we may be able to adjust the address. If it’s already on the way we may be able to work with the carrier to redirect if possible.
What happens if my package was lost or stolen?
If a package is suspected as stolen, your local post office or logistics carrier will want to hear from you directly to investigate.
Oh No! My package was damaged in transit.
Contact us immediately with photos of the issue. We will review the photos with our customer service team and determine next steps to make things right..
Order Modifications
We get it – sometimes you spot a typo right after hitting "order" or realize you want to add another ornament for Aunt Dottie or Baxter the new puppy. Here's what we can do:
|
Change Type |
Before Production Starts |
After Production Starts |
|
Personalization Text Changes |
Usually possible—contact us ASAP |
Rarely possible once engraving begins |
|
Design or Style Changes |
Contact us immediately |
Not available |
|
Shipping Address Changes |
Usually possible. |
Depends on shipping status. |
|
Quantity Changes |
We can usually adjust the quantity |
We can add more items, but not reduce |
|
Hair Color / Appearance Changes |
Not possible |
Not possible |
|
Custom Requests or Corrections |
Reach out, we’ll do our best to accommodate |
Still contact us—we’ll try to help if we can |
Pro Tip: The sooner you contact us, the more options we have to update your order before it goes into production.
The Holiday Traditions / MyOrnament Guarantees
Our Promise to You
- Quality Guarantee: If you’re not happy, we’re not happy. It’s as simple as that.
- Fulfillment Guarantee: We process all orders in 24 hours.
- Personalization Guarantee: Your order will be exactly as you expect it. Perfect.
- Satisfaction Guarantee: How does it feel to have the white glove 5 star experience?
You trusted us to create a treasured keepsake,, and that's something we take seriously! If your order is playing hide-and-seek, running a bit late, or seems to be stuck in postal limbo, don't worry! We are here to make it right. We're dedicated to making sure your experience is smooth and worry-free, from the moment you click "order" to the happy arrival of your ornament.
Thank you for choosing MyOrnament.com! It truly warms our hearts to play a small part in your happiness and for those you hold most dear.
Need Help? We’re Just a Message Away.
Contact Our Customer Care Team
Our customer service team is top notch and we do increase staffing during the holidays to accommodate the order volume.
Peak Holiday Season (October - December)
Our team transforms into customer service superheroes during peak season, expanding hours and working at lightning speed to get your personalized orders out the door. Response times may be slightly longer than normal during these times, but we promise we’re not ignoring you.
Off-Season (January - September)
Things slow down a bit, everyone gets to take a deep breath, and we return to our regular hours. Things slow down a bit, and everyone gets to take a deep breath. We return to regular business hours, but customer inquiries are responded to quickly and always within 24 hours.
Email: hello@myornament.com
Hours: Monday - Friday 9am to 5pm EST, Saturday - Sunday 9am - 6pm EST (Oct - Dec only)
Live Chat: Available on our website during business hours
Response Times:
- Live Chat: Immediate during business hours
- Email: Response within 4 hours during business days