Help Center
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Welcome to the Merry Wrap Help Center. Everything you might need before, during and after a holiday order is gathered here by topic, with a short summary of the key facts and links to the page that explains them in full. Start with the quick answers below; if you still need us, a person replies to support@merrywrap.shop within 24 hours on business days.
Quick answers
- Adding names: type them in the order notes box at checkout, one line per item. No proof is sent before production.
- Delivery time: 1–3 business days to prepare plus 7–14 business days in transit, free to the US, Canada, Australia and New Zealand.
- Changing an order: possible within 24 hours of placing it.
- Returns: 60 days from delivery, any reason, free return postage, personalised items included.
- Refunds: sent within 7 days of us receiving your return.
Orders and personalisation
Every Merry Wrap gift is personalised after you order, using the wording you type in the order notes at checkout. Label each line so we know which item it belongs to: “Ornament 1: Ava 2026”, “Stocking 2: Noah”. For photo designs, write “photo by email” and send the picture with your order number. We use your wording exactly as written and do not send a proof, so the last read-through before you pay is the most important step of the whole order.
- FAQs: personalising your gift
- Cancel or Change an Order (within 24 hours)
- What wording and images we can print
Tips for perfect order notes
- Count the lines: one per personalised item, in the same order as your cart.
- Check the year on every ornament; last year’s date typed by habit is the most common slip.
- Type nicknames and unusual spellings exactly as they should appear, including capital letters.
- Keep wording short: a name and a year, or a family name and a greeting.
- Keep delivery instructions on a separate line from personalisation wording.
Shipping and delivery
Orders ship free from the USA to the United States, Canada, Australia and New Zealand, with no minimum spend. Allow 1–3 business days for us to prepare your order and 7–14 business days in transit, so about 8–17 business days in total. These are estimates rather than guaranteed dates. Parcels to Canada, Australia and New Zealand may attract import charges set by those countries, paid by the recipient if they apply.
- Shipping & Delivery: timing, holiday planning, address changes, customs
- Order Tracking: look up your order and understand each status
| Destination | Shipping | Preparation | Transit |
|---|---|---|---|
| United States | Free | 1–3 business days | 7–14 business days |
| Canada | Free | 1–3 business days | 7–14 business days |
| Australia | Free | 1–3 business days | 7–14 business days |
| New Zealand | Free | 1–3 business days | 7–14 business days |
Tracking and delivery problems
When your order ships, you receive an email with a tracking number. Tracking can go quiet for a few days, particularly when a parcel crosses a border. If it has not moved for 7 business days, or the parcel is 7 business days past its estimate, contact us and we will open a trace with the carrier. If the parcel is confirmed lost, or there is no answer within 5 business days, we send a replacement or a refund. For parcels marked delivered that you cannot find, check with neighbours and the local post office first, then contact us within 60 days of the delivery date.
Returns and exchanges
You can return any item, personalised or not, within 60 days of delivery for any reason. Return postage is free, including change of mind: we email you a prepaid label. Change-of-mind returns should come back unused, as you received them; damaged, faulty or wrong items can come back in any condition, and usually do not need to come back at all. Exchanges for a different size, style, shape, colour or corrected wording are welcome.
Refunds
Refunds are sent within 7 days of us receiving your return, or within 7 days of confirming a cancellation or a claim for a damaged, faulty or lost item. They go back to the payment method you used, or as store credit if you prefer; store credit never expires. Nothing is deducted: shipping was free, return postage is free and there is no restocking fee.
Payments
All prices are in US dollars. The payment options available for your order are shown at checkout, and payment is taken when you place the order. We do not collect sales tax at checkout. Card details are handled by the payment provider and never reach us. If a payment is declined, check the billing address and approve the payment in your banking app if asked.
Products and choosing
We sell custom wrapping paper, personalised ornaments, name stockings and festive gift sets. Product pages list the options for each item, such as roll size, paper finish, ornament shape or stocking style. Our Size Guide explains how to estimate how much paper you need, how to pick an ornament shape for the wording you have in mind, and how to choose a stocking style for each member of the family.
Account and privacy
You do not need an account to order. If you create one, it keeps your orders, addresses and store credit in one place. We use your information only to make and deliver your order and to help you. We do not sell personal information, and photos you send are deleted 30 days after delivery. You can ask us to see, correct or delete your information at any time.
Gift orders
Many of our orders are gifts sent directly to family and friends, often in another state or country. To send a gift straight to someone, use their name and address for shipping and your own email for contact, so tracking and receipts come to you. Recipients can return or exchange a gift within 60 days of delivery by emailing us with the order number or the buyer’s name. We never share the price paid with the recipient. If you are sending gifts to several relatives at different addresses, place one order per address so each parcel has its own tracking number and its own delivery estimate.
Copyright and intellectual property
If you believe something on our site uses your work or your brand without permission, we want to know. Copyright notices follow the DMCA process; trademarks and other rights follow our Intellectual Property Policy. We confirm receipt within 24 hours on business days.
Common situations and what to do
| What happened | What to do | How long it takes |
|---|---|---|
| I spotted a spelling mistake right after ordering | Email the full corrected line with your order number | Free change if within 24 hours |
| I want the parcel to go to someone else | Email the complete new address | Free change if within 24 hours |
| No shipping email after three business days | Check spam, then email us | Reply within 24 hours on business days |
| Tracking has been still for 7 business days | Email us; we open a trace with the carrier | Answer from the carrier within 5 business days, or we replace or refund |
| An ornament arrived cracked | Email photos of the item, the damage and the label | Replacement or refund, usually no return needed |
| The gift is no longer needed | Request a return within 60 days of delivery | Free label; refund within 7 days of receiving it |
| A gift I received has the wrong style for me | Email us with the order number or buyer’s name | Free label; exchange prepared once the return is on its way |
| My payment was declined | Check billing address, approve in your bank app, try again | Immediate, or email us for help |
Planning a holiday order
Because every piece is made after you order, the calendar matters more at Merry Wrap than at a shop that ships from a shelf. A simple way to plan is to work backwards from the day you want the gift in hand:
- Start with the date you need it. For a gift to open on Christmas morning, think about the day you want to wrap it, not the day you want to open it.
- Count back 17 business days. That covers the longest preparation time (3 business days) plus the longest transit estimate (14 business days).
- Add weekends and holidays. Business days skip Saturdays, Sundays and US public holidays, including Thanksgiving.
- Add a little margin for December. Carriers are at their busiest in the weeks before Christmas, and parcels crossing a border can take longer.
- Order paper first. Wrapping paper is needed before anything else can be wrapped.
If your plan leaves less time than that, email us before you order. We will never promise a date we cannot keep, but we will tell you whether the current estimate is likely to fit. If a gift arrives later than you hoped and is no longer needed, the 60-day return policy still applies with free return postage.
Popular collections
Looking for ideas rather than help? These collections gather gifts by person and by moment: Gifts for the Family, Gifts for Kids, Gifts for Couples, Gifts for Pet Lovers, Baby’s First Christmas and Stocking Stuffers. Each collection page explains what to write in the order notes for that kind of gift.
Our support standards
Support at Merry Wrap is by email only, and that is deliberate: a written conversation keeps a clear record of every name, address and agreement, which matters when a gift carries someone’s name. Here is what you can expect from us every time you write:
- A reply from a person, not an automated script, within 24 hours on business days.
- Changes and cancellations within their 24-hour window handled first in busy weeks.
- Honest answers about timing, including when an estimate will not fit your plans.
- Our mistakes fixed at our cost: wording errors remade, damaged pieces replaced or refunded.
- No requests for card numbers or passwords, ever.
Still need help?
Email support@merrywrap.shop, use Submit a Ticket for a pre-filled subject line, or read our Contact Us page for what to include so we can help in one reply. Every page in the shop is listed on our Sitemap. Merry Wrap, 4317 NE 66th Ave, Vancouver, WA 98661, US. To learn more about us, visit About Us.