Submit a Ticket

Last updated: October 29, 2026

Use this page to open a support ticket with Merry Wrap. Choose the topic that fits your question and click its link: your email app opens a new message to support@merrywrap.shop with the subject line already filled in, so your ticket reaches the right place straight away. Add your order number to the subject and the details listed for that topic, then send. A person replies within 24 hours on business days.

Choose your topic

If the links do not open an email app on your device, write to support@merrywrap.shop from any email account and copy the topic name into the subject line, for example “Change an order – order number: 1234”.

What happens after you send a ticket

1. Your ticket is sorted by topic. The subject line tells us which queue it belongs to. Changes and cancellations within their 24-hour window are looked at first.
2. A person reads it and replies. You receive an answer within 24 hours on business days, from support@merrywrap.shop.
3. We act and confirm. When we change wording, cancel an order, send a return label or issue a refund, we email you to confirm it is done.
4. The conversation stays in one thread. Please reply to our email rather than starting a new message, so your history stays together.

Tickets sent on a weekend or a US public holiday are answered on the next business day. In the time before Christmas, we answer in order of urgency, so please do not send the same ticket twice; it moves your message to the back of the queue.

How to write each kind of ticket

Changing wording

Give the full corrected line for each item, not just the letter that changes. “Ornament 2: change Mia 2025 to Mia 2026” leaves no room for doubt. Changes are free within 24 hours of placing the order. After that, the item may already be made; we will tell you honestly and explain your return options.

Changing the shipping address

Send the complete address in one line, including the recipient’s name, apartment number, city, state or province and postal code. We ship only to the United States, Canada, Australia and New Zealand.

Sending a photo

Attach the original photo from your phone or camera, not a screenshot or a photo taken from social media, which is usually too small to print sharply. Say which item it is for if your order has more than one photo design. Photos are deleted 30 days after your order is delivered, so keep your own copy of anything precious.

If you are sending several photos for several items, name each file after the item it belongs to, for example “ornament-1.jpg” and “ornament-2.jpg”, so nothing is mixed up.

Reporting damage

Three photos are usually enough: the outside of the box with the shipping label visible, the damaged item, and a close-up of the damage. Tell us whether you would like a replacement or a refund. In most cases you do not need to send the item back.

Starting a return

List each item you want to return and whether it is unused. Tell us whether you want an exchange (and what for) or a refund (to your payment method or as store credit). We reply with a prepaid return label; return postage is free for every return within 60 days of delivery.

Asking about a late parcel

Tell us what the tracking page shows and when it last changed. If tracking has not moved for 7 business days, we open a trace with the carrier for you.

Asking a question before you order

Include the product link and the exact wording you have in mind, for example “Will Grandma & Grandpa Johnson 2026 fit on the heart ornament?”. If timing matters, tell us the destination country and the date you need the gift, and we will tell you honestly whether the current estimate of 8–17 business days fits.

Three example tickets

Here are three complete tickets of the kind we answer every December, written so we can act on the first reply. Feel free to copy the layout.

A wording change

Subject: Change an order – order number: 1234. Message: “Hi, I ordered three stockings this morning. Please change Stocking 3 from Noa to Noah. Stockings 1 and 2 (Liam and Mia) are correct. Thank you.” This works because it names the order, the exact item and the full corrected name, and confirms what should stay the same.

A damaged ornament

Subject: Damaged or wrong item – order number: 1234. Message: “The star ornament for Ava arrived with a crack across the middle. Photos of the box, the label and the ornament are attached. I would like a replacement with the same wording, please.” This works because the photos show both the damage and the packaging, and the preferred outcome is clear.

A return after the holidays

Subject: Return or exchange – order number: 1234. Message: “We received two rolls of the same family-name paper by mistake. I would like to return one unused roll for a refund to my original payment method.” This works because it lists the item, its condition and where the refund should go.

If you are the gift recipient

You can open a ticket for a gift you received, for example to exchange a stocking style or report damage. Use the same topics above. If you do not have the order number, include the buyer’s name and the delivery address so we can find the order. We will help you directly and let the buyer know how the request was handled. We do not share the price paid or the buyer’s payment details with recipients.

Writing from outside the United States

Customers in Canada, Australia and New Zealand use exactly the same tickets. Our business days follow US Pacific time, so a ticket sent during your morning may arrive during our night and be answered on our next business day. For changes within 24 hours of ordering, the time your email was sent is what counts, so a time difference never costs you your window. For questions about an import charge, include the amount and the carrier’s notice, and we will give you the order details the carrier or customs service may ask for.

If you have not heard back

We reply to every ticket within 24 hours on business days. If you have not seen a reply, check your spam, junk or promotions folder first, and add support@merrywrap.shop to your contacts. If it is not there, reply to your original email with “Follow-up” at the start of the subject line rather than opening a new ticket; that keeps your place in the queue and your history in one thread.

Why we use email tickets

Personalised gifts depend on exact wording, and a written record is the best way to make sure a name is changed exactly as you asked. Email tickets give both of us a copy of every request and every confirmation, which helps if a question comes up weeks later, for example during a return in January. They also let you attach photos of damage, original photo files for photo designs and screenshots of tracking pages, which are much harder to share by other means. That is why Merry Wrap offers support by email only, with a reply from a person within 24 hours on business days.

Ticket checklist

• Order number in the subject line.
• The email address used at checkout, if you are writing from a different one.
• One topic per ticket.
• Full wording or full address when asking for a change.
• Photos for damage, faults or wrong items.
• Your preferred outcome: change, replacement, exchange, refund or store credit.
• No card numbers, security codes or passwords.

Keeping your information safe

• Never include card numbers, security codes, bank details or passwords in a ticket.
• Only send the personal information we need for your request.
• Our replies always come from support@merrywrap.shop. If you receive a message claiming to be from Merry Wrap from any other address, or asking for payment details, do not reply; forward it to us.
• Tickets are handled under our Privacy Policy.

Response times at a glance

Prefer to read first?

Many questions are already answered in our FAQs and the Help Center. For policy details, see Shipping & Delivery, Cancel or Change an Order, Returns & Exchanges and Refund Policy. Our Contact Us page has examples of messages that get solved in one reply. Merry Wrap, 4317 NE 66th Ave, Vancouver, WA 98661, US.