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\nWhether you are double-checking a name before you order, wondering where a parcel has got to, or returning a gift after the holidays, you can reach a real person at Merry Wrap by email. This page tells you how to contact us, what to include so we can help on the first reply, and which page already answers the most common questions. Merry Wrap provides support by email only; we do not run a phone line or answer messages on social media.
\nThe quickest way is an email to support@merrywrap.shop. Every message is read by a person, and we reply within 24 hours on business days. Messages sent on a Saturday, Sunday or US public holiday are answered on the next business day. In the busiest weeks of December we answer messages about changes and cancellations first, because those have a 24-hour window.
\nIf you prefer, our Submit a Ticket page has buttons that open an email with the right subject line already filled in, for example “Change an order” or “Damaged item”. That helps us sort your message to the right place straight away.
\nOur postal address is for correspondence and legal notices. Please do not send returns to it without contacting us first; we email a prepaid return label and the correct return address for each return.
\nPlease never send card numbers, security codes or passwords by email. We will never ask for them.
\n| Your question | \nBest page | \nKey fact | \n
|---|---|---|
| Where is my order? | \nOrder Tracking | \nTracking emailed when the parcel ships | \n
| How long will delivery take? | \nShipping & Delivery | \n1–3 business days to prepare, 7–14 in transit | \n
| Can I change a name or cancel? | \nCancel or Change an Order | \nWithin 24 hours of ordering | \n
| How do I return something? | \nReturns & Exchanges | \n60 days, free return postage | \n
| When will I get my money back? | \nRefund Policy | \nWithin 7 days of receiving your return | \n
| Which roll size or stocking style? | \nSize Guide | \nHow to choose by gift size and household | \n
| How do I add names? | \nFAQs | \nIn the order notes box at checkout | \n
| How can I pay? | \nPayment Methods | \nOptions shown at checkout, prices in USD | \n
| What happens to my photos? | \nPrivacy Policy | \nDeleted 30 days after delivery | \n
We are happy to help you plan an order. Common pre-order questions include whether a long family name will fit on an ornament, how much paper you need for a particular number of gifts, which stocking style suits a pet, or whether an order can reach a relative abroad by a certain date. Tell us what you have in mind and we will answer honestly, including when the answer is “this is not the right product for that”. We cannot guarantee delivery by a specific date, but we can tell you whether the current estimate of 8–17 business days fits your plans.
\nEmail within 24 hours of placing the order with the full new wording or address. We confirm by email when the change is made.
\nReply to your order confirmation or email us with your order number in the subject and the photo attached. Use the original file from your phone or camera rather than a screenshot, so it prints as sharply as possible.
\nCheck the tracking link in your shipping email or our Order Tracking page first. If tracking has not moved for 7 business days, or the parcel is 7 business days past its estimate, email us and we will open a trace with the carrier.
\nSend photos within 60 days of delivery. In most cases we replace or refund without needing the item back, and if we do need it, return postage is free.
\nThe fastest support conversations are the ones where we can act on the first email. A few examples of messages that work well, and why:
\n| Situation | \nA message that works | \nWhy it helps | \n
|---|---|---|
| Wording change | \n“Order 1234: please change Stocking 2 from Noa to Noah.” | \nOrder number, item and full corrected name | \n
| Address change | \n“Order 1234: ship to Mary Lee, 12 Pine Rd, Guelph, ON N1H 2A3, Canada instead.” | \nThe complete new address in one line | \n
| Damaged ornament | \n“Order 1234: the star ornament arrived cracked. Three photos attached. I would like a replacement.” | \nPhotos plus your preferred outcome | \n
| Return | \n“Order 1234: I would like to return the 30 in x 15 ft roll, unused. Refund to my card, please.” | \nItem, condition and refund choice | \n
| Late parcel | \n“Order 1234: tracking has not changed for 8 business days. Delivery is to Auckland.” | \nHow long it has been stuck and where it is going | \n
| Pre-order question | \n“Will the name Maximilian fit on the round ornament with the year?” | \nThe exact wording you plan to use | \n
If your question covers several things, such as a change to one item and a return of another, put each on its own line. If you are writing about more than one order, include every order number.
\nOur reply time of 24 hours on business days applies all year, including December. What changes in the busy weeks is the order in which we answer: messages about changes and cancellations within their 24-hour window come first, then damaged or wrong items, then late parcels, then general questions. Please send one email per question rather than several follow-ups, because each new message moves the conversation to the back of the queue. If you have not heard from us after one business day, check your spam or promotions folder; replies come from support@merrywrap.shop, and adding it to your contacts helps them land in your inbox.
\nWe answer messages from every country we ship to in the same way. Our business days follow US Pacific time, so a message sent on a Monday morning in Sydney or Auckland reaches us on Sunday afternoon our time and is answered on Monday. For time-sensitive requests, such as a change within 24 hours of ordering, the time your email was sent is what counts, not the time we read it, so you never lose your window because of a time difference.
\nQuestions about import charges for a parcel to Canada, Australia or New Zealand are best answered by the carrier or customs service that issued the charge. We can always give you the order details, item descriptions and values you need when speaking to them.
\nIf you received a Merry Wrap gift and would like to exchange or return it, you are welcome to contact us directly. Include the order number if you have it, or the buyer’s name and the delivery address, so we can find the order. We will explain your options and let the buyer know how the return was handled. We do not share the price paid or the buyer’s payment details with recipients.
\nFor anything that is not about an order, such as permission to feature our products, intellectual property questions or business enquiries, email support@merrywrap.shop with a clear subject line. Intellectual property reports have their own process on our Intellectual Property Policy and DMCA pages.
\nWe read every suggestion. If a pattern you wanted was missing, an ornament shape would suit your family better, or something on the site was confusing, tell us. Feedback about our pages is especially useful in the run-up to Christmas, when a small clarification can save many people the same question. If you were unhappy with an order, please tell us that too, even if you have already solved the problem with a return: it helps us spot where things go wrong and fix the cause, not only the single order.
\nWe do not ask customers to leave reviews in exchange for discounts, and we never write or buy reviews. If reviews are shown on the site, they come only from customers with a verified purchase.
\nMost answers are only a click away. The Help Center groups every topic in one place, the FAQs answer the questions we hear most in December, and the Sitemap lists every page and collection in the shop. If you still need us after that, we are one email away at support@merrywrap.shop.
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