Change/Cancel An Order
If you want to change your order, we'll be happy to assist you. When you do, it is considered a re-order. We will use the original order # for your re-order. We need to receive your online request for the change within two (2) hours the order was placed. Once we start the in-house production stage of your gift, we often cannot make any changes. Therefore, we cannot guarantee we can honor your request for these special products. We will confirm receipt of your request automatically. Here’s a tip: To avoid having to change your order, please review your order very carefully before clicking the "Add to Cart" button. Remember, you always have the option to remove your item from your shopping cart and go back to the product page and provide correct information, then add the item to your shopping cart again.
Change An Item For A Different Item Upon Submitting Your Order
Right after submitting your order, you can change an item in your order for a different item as long as the item is of equal value/price (this is not considered a return or exchange). For Return & Exchanges, please see our web page Return/Exchange An Order. To change an item after submitting your order, please submit your online request for the change within two (2) hours the order was placed. We will confirm receipt of your request automatically. Then 24 hours later, you will receive an email notifying you of your re-order with the the changes you specified.
To submit your request for this change, you may access the form here: Change An Item
Canceling An Order
Generally, once your order is placed, we won't be able to cancel it. We won’t be able to make any changes to the billing address, or shipping method. Please review your order carefully before submitting it. We reserve the right to use our discretion to cancel an order when an item is out of stock or there will be an extreme delay in shipment. When an item is discontinued and no longer available indefinitely, we use our discretion to offer similar items, i.e. a different color or design via email only. We allow no more than three (3) business days for a customer's response before cancelling an order. We use our best discretion to cancel an order when it includes only an item(s) discontinued or no longer available indefinitely. If no customer response by the end of the third business day, we cancel the order and issue a refund immediately.
Heart Touch Gifts will not automatically correct any mistakes. Your gift will be personalized exactly as you entered it. So please enter and review your order and personalization details and preferences carefully before adding your item to the cart. Mistakes do happen. If you do make a mistake in your item's details, we will do our best to correct it. Best of all, if you want to add other details or preferences, you can (limitations may apply, see item's product page). We want to create your gift to your satisfaction. Please submit your corrections and/or add-on to us within the first hour of placing your order. We will confirm receipt of your request automatically. Then within 24 hours, you will receive an email notifying you of any corrections or add-on made to your gift.
To submit your request, you may access the form here: Change An Item
All Order Information