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Returns & Refunds

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  • Damaged Order/Merchandise:
    If you receive a package that was damaged during shipping or if you receive an item that is damaged or defective, please CONTACT US immediately upon receipt of your order. A replacement or refund (if a replacement is not available) will be processed right away. If a return of the damaged merchandise is required we will provide a return postage label with the replacement.
    • Include your order number and a description of the damage in your message.
    • We are sorry, but we are unable to replace or refund items on orders that are over 30 days old.
    • If a replacement is not available a refund will be issued for the purchase price. We cannot substitute another item.
    • If a return is required, your return should be received back within 30 days. Required returns not received back within 30 days will be billed as an additional purchase.
    • Required returns should be shipped back in a sturdy shipping box with a copy of your original invoice enclosed. Returns shipped in envelopes will be refused.


  • Missing/Incorrect Item:
    Very occasionally we may pull the wrong item for an order or leave an item out. If this should happen, please CONTACT US immediately upon receipt of your order. The correct (or missing item) will be shipped immediately. If a return is required (for an item received in error) a return postage label will be included with the reshipment.
    • Include your order number, the name of the missing item and the name of the incorrect item received in your message. We will also need any numbers that are 'rubber stamped' on your invoice.
    • Be sure to thoroughly go through the packing peanuts prior to submitting a missing item report. This is especially true for small items and no box items.
    • We are sorry, but we are unable to replace or refund items on orders that are over 30 days old.
    • If a return is required, your return should be received back within 30 days. Required returns not received back within 30 days will be billed as an additional purchase.
    • Required returns should be shipped back in a sturdy shipping box with a copy of your original invoice enclosed. Returns shipped in envelopes will be refused.

  • Return Policy:
    At Hooked on Ornaments we want you to be completely satisfied with your purchase. However, all sales are final. We cannot accept returns unless the product is damaged or defective.
    Opened software, DVDs, recordable books and current year merchandise are NOT returnable.
    If you wish to return an item for a reason other than defect/damage - please CONTACT US to request a return authorization.

    • Non-authorized returns will be refused.
    • Refused/Unclaimed packages are subject to a 15% restocking fee. Shipping discounts applied to the order will be deducted from the eligible refund amount.

    • Authorized returns should be received back within 14 days of the return authorization.
    • Return credit will be issued as a store credit for the item cost. Store credits may be used toward any Hooked on Ornaments purchase and are valid until they are used.
    • If the credit is issued as a refund a minimal 15% restocking fee will be applied. Any shipping discounts that were applied to the order will be deducted from the eligible refund amount.

    • Store Credits are issued via email when your return is processed. Your email will indicate your store credit 'Gift Certificate code' and instructions for its use.
    • Refunds are issued to the original method of payment. Please allow 1-2 billing cycles for the credit to appear on your statement.


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