Can I change my order once it has been sent to you?
Unfortunately, we cannot add to an order once we have received it. We are not automated, so we are unable to track the order as it goes through each department for processing.

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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 Oops@ChristmasOrnaments.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

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Can I cancel my order?
We are unable to cancel, change orders or add/delete products once your order has been placed with us. Your order is processed and the product is pulled from inventory. There is no way to locate the order once it has been processed, as it goes through several different departments before being shipped to you. We sincerely want to offer the best customer service, but cancellations are not possible.

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Why can't I reach you by phone?
We'd love to be able to talk to all of our customers on the phone and personally help, however we have found e-mail is the best means of communication. It allows for a trail of correspondence and is very timely. We will do our best to respond to you within 24 hours.

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Why was my credit card charged when I placed my order?
Orders are charged to your bank card when the order is placed to ensure your inventory is secured. Credit cards are processed in a "safe" SSL environment. Your order is shipped within 5 business days of receipt.

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What does it mean…Your order is incomplete?
If you see this message, please go to www.ChristmasOrnaments.com. At the top of the page, you'll see a tab marked Your Account. Click on this and 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.

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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.

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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.

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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 Distribution Center is located in Lake Forest, Illinois, a suburb of Chicago. ship via the US Post Office and our local Postmaster estimates arrival within 2-5 business days. We ship First Class and Priority Mail based on weight.

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Why didn't I get a confirmation email?
We automatically send out an email After we receive your order. If you don't get one, it is probably because you might 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.ChristmasOr naments.com/shipping for the estimated length of time for your order to arrive. Shipping information is also sent to theis e-mail address.

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How do I order using a check or money order?
You can send us a check or money order along with your order. Please visit our site www.ChristmasOrnaments.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

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

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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"

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Why don't you take phone orders?
We'd love to be able to do this, but we just can't. For business reasons, due to sensitive credit card information involved in placing an order (i.e. credit card number, security code and billing address), we only want this information to be handled by a member of our Management team and it is not possible. We do this for your security and protection. For us to get orders correct, we have found that the Internet offers us the best way to receive information.

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Why can't I reach you by phone?
We'd love to be able to talk to all of our customers on the phone and personally help, however we have found e-mail is the best means of communication. It allows for a trail of correspondence and is very timely. We will do our best to respond to you within 24 hours.

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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.ChristmasOrnaments.com/Security.asp or you may go directly to our security provider VeriSign, http://www.verisignsecured.com and type in our domain name 'www.ChristmasOrnaments.com'.

You may have seen a security error if you have gone to http://ChristmasOrnaments.com rather than http://www.ChristmasOrnaments.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.

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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 in the drop down menu selection, we do not have it in stock and might not get it again this season.

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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.

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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@ChristmasOrnaments.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.

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I received the wrong order. How will you correct this?
We are sorry this happened. Please e-mail Oops@ChristmasOrnaments.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.

Did this answer your question? Yes   No

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 in the drop down menu selection, we do not have it in stock and might not get it again this season.

Did this answer your question? Yes   No

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.

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Why can't I reach you by phone?
We'd love to be able to talk to all of our customers on the phone and personally help, however we have found e-mail is the best means of communication. It allows for a trail of correspondence and is very timely. We will do our best to respond to you within 24 hours.

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What are your shipping charges? How do you determine your shipping charges?
Please go to http://www.ChristmasOrnaments.com/Shipping.asp

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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.

Did this answer your question? Yes   No

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.

Did this answer your question? Yes   No

Why can't I reach you by phone?
We'd love to be able to talk to all of our customers on the phone and personally help, however we have found e-mail is the best means of communication. It allows for a trail of correspondence and is very timely. We will do our best to respond to you within 24 hours.

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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.

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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.ChristmasOrnaments.com/Security.asp or you may go directly to our security provider VeriSign, http://www.verisignsecured.com and type in our domain name 'www.ChristmasOrnaments.com'.

You may have seen a security error if you have gone to http://ChristmasOrnaments.com rather than http://www.ChristmasOrnaments.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.

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