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\nHoliday orders often change after the checkout button: a new grandchild’s name to add, a spelling to fix, an address that should have been Grandma’s instead of yours. Because every Merry Wrap piece is personalised, there is a short window before we start preparing it. This page explains that window, what we can still change inside it, how to ask, and what your options are once it has passed.
\nWe do not keep personalised gifts on a shelf. Each paper roll, ornament or stocking is prepared after you order, using the wording in your order notes, and preparation takes 1–3 business days. To make sure a change reaches us before the name is printed or applied, we accept changes and cancellations for 24 hours after an order is placed. That is a full day, which is usually enough time to read the confirmation email, check every name with the family, and notice anything you would like to change.
\nThe 24 hours are counted from the time on your order confirmation email, including weekends and holidays. An order placed on Friday at 8 p.m. can be changed until Saturday at 8 p.m., even though we do not start preparing it until the next business day.
\nPlease send changes by email rather than placing a second order with the corrected wording. Two orders for the same gift are easy to mix up and can lead to two pieces being prepared.
\n| Change | \nWithin 24 hours | \nCost to you | \nEffect on timing | \n
|---|---|---|---|
| Names, dates or wording in the order notes | \nYes | \nFree | \nNone | \n
| Size, style, shape, finish or colour of the same item | \nYes, if the option is available | \nPrice difference only | \nNone in most cases | \n
| Add or remove an item | \nYes | \nPrice of added items; removed items refunded | \nNone | \n
| Shipping address | \nYes, within the US, Canada, Australia and New Zealand | \nFree | \nDelivery estimate follows the new country | \n
| Cancel the whole order | \nYes | \nFree, full refund | \nNot applicable | \n
If a change moves the order to a different price, we either refund the difference to your original payment method or send you a secure request for the extra amount; we never take an additional payment without asking you first.
\nA baby arrives in November and the family stockings need one more name. Ask to add an item and give the new name: “Add one plush cuff stocking: Rosie”. We confirm the extra price before adding it.
\nWrite the full corrected line, not only the letter that changes: “Paper: change Kaitlin to Katelyn”. It removes any doubt about which name you mean.
\nIf you ordered two of the same ornament and want different names on each, number them in your email: “Ornament 1: Sam & Jordan 2026; Ornament 2: Jordan & Sam 2026”. We apply them in that order.
\nYou meant the parcel to go to Grandma in Ontario but entered your own address. Send her full address within 24 hours and we will change it. Remember that delivery estimates and any import charges then follow her country.
\nThe easiest change is the one you never need to make. Most December change requests we receive come from a handful of small slips, and a two-minute check at checkout prevents nearly all of them:
\nHere is how the 24-hour window works for a typical order, so you can see where a change still fits and where a return becomes the better option.
\n| When | \nWhat is happening | \nCan you change or cancel? | \n
|---|---|---|
| Monday 9 a.m. | \nOrder placed, confirmation email sent | \nYes, free | \n
| Monday afternoon | \nYou notice a name is missing and email us | \nYes, free | \n
| Tuesday 8 a.m. | \nStill within 24 hours | \nYes, free | \n
| Tuesday 9 a.m. onward | \nWindow closed; your items may be in preparation | \nAsk anyway; otherwise return within 60 days of delivery | \n
| Within 1–3 business days | \nOrder prepared and handed to the carrier, tracking emailed | \nAddress redirect requests only | \n
| 7–14 business days later | \nParcel delivered | \nReturn or exchange within 60 days, free postage | \n
Once the window has closed, your order may already be in production, and a personalised piece cannot be changed once the name is on it. You still have good options:
\nA cancelled order is refunded in full: the item price, and there is no shipping charge to deduct because shipping is always free. We send the refund within 7 days of confirming your cancellation, to the payment method you used, and email you when it is on its way. How long your bank takes to show it is explained in our Refund Policy. If you prefer store credit, tell us; Merry Wrap store credit never expires.
\nOccasionally we need to contact you before we can go ahead, for example when the order notes are empty on a personalised item, the wording is unreadable or too long to fit, a photo mentioned in the notes has not arrived by email, or the address is outside the four countries we ship to. We email you and pause the order. The preparation time of 1–3 business days starts again once you reply, so a quick answer keeps your gift on schedule.
\nIf we cannot reach you after several emails, or the order cannot be made as requested, we cancel it and refund the full amount within 7 days. We will never change your wording on our own, guess at a name, or cancel an order without telling you first.
\nThe 24-hour window is the same wherever you are, and it is measured from the time on your confirmation email, not from your local business hours. Because our team works on US Pacific time, an order placed from Sydney or Auckland in the evening may land while we are asleep; that does not shorten your window. Email us whenever you notice the change, and the time your email was sent is what counts.
\nIf you move a parcel from one country to another within the window, for example from your own address in Seattle to a cousin in Vancouver, British Columbia, the delivery estimate stays at 7–14 business days in transit, but the parcel now crosses a border. Import charges set by the destination country, if any, are paid by the recipient. Tell the recipient a parcel is on its way so a carrier notice does not catch them by surprise.
\nOnce a name is printed on paper or applied to an ornament or stocking cuff, it cannot be removed or altered without damaging the piece. That is why the window exists, and also why we never edit wording on our own. If the 24 hours have passed and your piece is already made, the return and exchange process is the right route: you lose nothing but a little time, return postage is free, and the corrected piece follows our normal preparation and delivery times.
\nFor privacy reasons, we can only change or cancel an order at the request of the person who placed it, from the email address on the order. If you received a gift and want a different name or style, ask the person who ordered it to contact us within 24 hours, or use the 60-day return and exchange process once the gift has arrived.
\nPlease do not ask your bank to block or reverse a payment to cancel an order. That does not stop production, and it can delay your refund. Email us within 24 hours instead and the cancellation and refund are handled directly.
\nWe answer change and cancellation emails first, within 24 hours on business days. Write to support@merrywrap.shop, open a support ticket, or browse the Help Center and FAQs. For delivery estimates after a change, see Shipping & Delivery. Merry Wrap, 4317 NE 66th Ave, Vancouver, WA 98661, US.
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