FAQ

Frequently Asked Questions

1. How long does it take to make my order?

Every item is personalized and made to order, so it needs production time. Most orders are produced, checked, and packed within 5–7 business days after your payment is confirmed.

2. How long will shipping take?

Standard shipping usually takes 10–22 business days, depending on your location. Together with production, please allow about 15–29 business days from your order date. These are estimates and can vary due to things outside our control, such as customs clearance, extreme weather, or holiday volumes. See our Shipping Policy for details.

3. Will my order arrive before Christmas?

November and December are our busiest months. If you need your ornaments for Christmas, please order as early as possible to allow for both production and shipping time.

4. How can I track my order?

When your order ships, you will receive an email with your tracking number and a tracking link. You can also check it anytime on our Track Order page. Please allow 2–3 days for tracking to update.

5. Can I change or cancel my order?

Yes, within 24 hours of placing it. After that, your order enters production and can no longer be changed. Email us right away at support@craftmello.com — see our Cancellation & Modification policy.

6. What if I misspelled a name?

We print your personalization exactly as you enter it, so please double-check names, years, and photos before ordering. If you spot a mistake, contact us within 24 hours and we will fix it before production. After production starts, we cannot offer a free replacement for details entered incorrectly.

7. Which size should I choose?

Many of our ornaments come in several sizes, such as 3", 4", 5" or 6". Please check the size and option details on each product page before ordering. Because every item is made to order, we cannot exchange items for a different size or option.

8. What if my item arrives damaged or misprinted?

We're sorry! We offer a 30-day guarantee for defective, damaged, or incorrect items. Email us at support@craftmello.com within 30 days of delivery with your order number and a clear photo of the problem. We will send a free replacement or issue a full refund — no need to return the item. See our Return & Refund Policy.

9. Which payment methods do you accept?

We accept Visa, Mastercard, American Express, Discover, JCB, Diners Club, Shop Pay, Apple Pay, and Google Pay. All prices are in US Dollars. See our Billing Terms & Conditions.

10. How do I contact customer support?

Email us at support@craftmello.com, Monday–Saturday, 9AM–5PM (Central Time). We aim to reply to every message within 24 hours.