Cancel or Change an Order

Last updated: October 29, 2026

The most common message we receive a few hours after an order is some version of “I spelled his name wrong”. It happens to everyone, especially when typing on a phone. Because Gift Nook prints exactly what you write in the order notes and does not send a proof first, we give you a clear window to fix things: you can cancel or change your order within 24 hours of placing it. This page explains what can be changed, how to ask, and what happens to your money if you cancel.

1. Why the window is 24 hours

Every gift is printed to order with the details you gave us, and preparation takes 1-3 business days. Once printing starts, a name cannot be “un-printed”. The 24-hour window gives you a full day to re-read your order confirmation, check spellings with a sibling, or realize that grandma has seven grandchildren, not six, before anything is made.

The window counts from the time on your order confirmation email, around the clock. An order placed at 9 p.m. on Thursday can be changed until 9 p.m. on Friday. Weekends count too, so if you order on Saturday morning, your window ends on Sunday morning. Please do not wait until Monday to tell us.

2. What you can change inside the window

• Personalization: fix a typo, add a name, change a date format (06.14.2019 or June 14, 2019), swap the wording, or add a gift message.
• Product options: a different size, color, style, ornament shape, suncatcher size or tumbler size.
• Items: add an item, remove an item or change quantities.
• Address: correct a unit number or postal code, or send the gift to a different address in one of the countries we ship to (United States, Canada, Australia, New Zealand).

If a change makes the order cost more, for example adding a second tumbler, we tell you the difference first and only proceed once you agree. If a change makes it cost less, we refund the difference, issued within 7 days of our confirmation.

3. How to ask for a change or cancellation

1. Email support@giftnook.shop with the subject line “Change order” or “Cancel order”, or use Submit a Ticket.
2. Include your order number and the email address you used at checkout.
3. Describe the change exactly. For personalization, type the full corrected text the way it should be printed, not just the part that changed. For example: “Please change the names to: Nana, Leo, Mia, Ava, Sam, Zoe, Kai”.
4. We reply within 24 hours on business days to confirm. Your change or cancellation is final once you receive our confirmation email.

The time of your email is what counts. If your message reaches us inside the 24-hour window, we treat it as on time even if our reply comes later, and we hold the order until we have answered you.

Example: a typo caught in time

You order a birthday tumbler at 10 a.m. and type “Jonh” instead of “John”. At 1 p.m. you notice. You email us with the order number and “Please print: John, 40 & fabulous”. We confirm the change, and your tumbler is printed with the corrected text. No fee, no return, no waiting.

4. Changes after 24 hours

After the 24-hour window, your order may already be in production. If you write to us anyway, we will check its status and tell you honestly whether a change is still possible. If the gift has already been printed, the cleanest route is to let it arrive and then use our 60-day return with a free label, and place a new order with the corrected details. Your refund for the returned item is issued within 7 days of the return reaching us. See Returns & Exchanges.

5. Address changes after shipping

If the parcel has already been handed to the carrier, we cannot change the label ourselves. We can try to ask the carrier about a redirect, but the carrier decides whether that is possible. If a parcel comes back to us because of an address problem, we will contact you to arrange the next step. Delivery details are on the Shipping & Delivery page.

6. Refunds for cancelled orders

When we confirm a cancellation, we refund everything you paid. Shipping is free on every order, and Gift Nook does not collect sales tax at checkout, so the refund is simply the full order total. It is issued within 7 days of our confirmation, to your original payment method or as store credit if you ask; store credit never expires. Full details are in the Refund Policy.

7. When Gift Nook cancels an order

Very occasionally we may need to cancel an order ourselves, for example if a product cannot be made as described, the personalization requested cannot fit on the design and we cannot reach you to agree a shorter version, or the address is outside the countries we ship to. If that happens, we email you before cancelling where we can, explain why, and refund the full amount within 7 days. If there is a sensible alternative, such as a different size or a shorter wording, we suggest it first.

8. Personalization that will not fit

Every design has a practical limit on how many characters or names it can hold and still be readable. If what you typed is clearly too long for the design, we will email you rather than squeeze it in. We do not print anything until you have replied with the wording you want.

9. Tips that make changes rare

• Copy names from a message or card the person wrote themselves, so the spelling matches how they write it.
• Write one detail per line in the order notes, labeled: “Name:”, “Date:”, “Line 2:”.
• For several personalized items in one order, start each line with the item: “Tumbler 1: Maya”, “Tumbler 2: Jordan”.
• If the design uses a photo, write “Photo to follow by email” in the notes; we will reply so you can send it.
• Read the order confirmation email as soon as it arrives; it repeats your order notes.

10. What each change looks like

11. Changes for orders shipped to someone else

If the gift is going straight to the recipient, only the buyer can request changes, because the order belongs to the person who paid. Please write from the email address used at checkout, or include the order number and the billing name so we can match your message. If the recipient contacts us directly about a surprise gift, we will not reveal its contents; we will pass the message on to the buyer.

12. Photos for photo-based designs

For designs that use a photo, you send the image by email after ordering. If you want to replace the photo, do it within the same 24-hour window. Send the new image as a reply in the same email thread, and say clearly which image should be used. We delete customer photos 30 days after the order is delivered; see the Privacy Policy.

13. Holiday weeks

In the weeks before Christmas, Mother’s Day and Father’s Day, many orders arrive at once. The 24-hour window stays the same, but please send any change as early as possible so it is handled before printing begins. Remember to count the 1-3 business days of preparation and 7-14 business days of transit when planning around a date.

Frequently asked about changes

I placed two orders by mistake. Can you merge them?

Within 24 hours, yes. Tell us both order numbers and which one to keep. We cancel the duplicate and refund it in full, issued within 7 days of our confirmation, and move any extra items or personalization into the order you are keeping where that is possible.

Can I change the recipient’s address but keep the gift a surprise?

Yes. Address changes are handled with the buyer only; we never contact the recipient about a surprise gift.

I want a different gift altogether. Is that a change or a cancellation?

Within 24 hours, either works. Usually the simplest route is to cancel and place a new order for the gift you want, so the new order has its own notes and confirmation. If you prefer, we can swap the item for you instead and tell you any price difference first.

What if I miss the 24-hour window by a few hours?

Write to us anyway. If your order has not been printed yet, we will still try to help. If it has, you can return the finished gift within 60 days of delivery with a free label and reorder with the corrected details.

Can I change the personalization after the gift arrives?

Printed items cannot be altered once made. Return the gift within 60 days of delivery using the free label and place a new order with the wording you want; the refund for the first item is issued within 7 days of it reaching us.

Do you charge a fee for changes?

No. Changes inside the 24-hour window are free. You only pay a difference if you choose a more expensive option or add items, and we always tell you the amount before anything changes.

14. Need help right now?

Email support@giftnook.shop with your order number; we reply within 24 hours on business days. You can check your order on the Order Tracking page and find more answers in our FAQs. Gift Nook, 5201 Georgia Ave, West Palm Beach, FL 33405, US.