We understand that sometimes you may need to change or cancel an order after it has been placed. Because H & H Creations works hard to process and ship orders quickly, there may only be a limited amount of time available to make changes.
Please contact us as soon as possible if you need assistance with an order.
Requesting an Order Change
If you need to change an order, please contact us immediately and include your order number and the change you are requesting.
Order changes may include:
- Changing a product, size, thickness, or quantity
- Correcting a shipping address
- Removing an item
- Making changes to a custom or printed product
- Other adjustments to an order
We will make every reasonable effort to accommodate your request when possible.
Submitting a change request does not guarantee that the order can be changed.
Because we process orders quickly, your order may already be in fulfillment, production, packed, or prepared for shipment by the time we receive your request.
Adding Items to an Existing Order
If you forgot an item or would like to purchase additional products, please contact us before placing another order if you would like to know whether the items can be combined.
We cannot guarantee that additional items can be added to or combined with an existing order.
If your original order has already entered fulfillment, been packed, or otherwise progressed too far through our process, you may need to place a separate order.
Please do not assume that two orders placed separately will automatically be combined.
Shipping Address Changes
Customers are responsible for providing a complete and accurate shipping address during checkout.
If you notice an error in your shipping address, contact us immediately.
We will make every reasonable effort to update the address if your order has not yet been processed for shipment.
Once an order has been transferred to the shipping carrier, we cannot guarantee that the delivery address can be changed.
Additional carrier fees resulting from an address correction, package redirect, or customer-provided incorrect address may be the responsibility of the customer.
Canceling an Order
If you need to cancel an order, please contact us as soon as possible.
Cancellation requests are reviewed based on the current status of the order.
An order may no longer be eligible for cancellation once it has:
- Entered production
- Been customized or printed
- Been packed for shipment
- Had shipping processing completed
- Been transferred to the shipping carrier
Because our fulfillment times can be very fast, contacting us shortly after placing an order does not guarantee that cancellation will still be possible.
DecoCraft, Custom & Made-to-Order Products
DecoCraft and other custom, printed, personalized, or made-to-order products require special handling.
Once a DecoCraft, custom, or made-to-order item has entered production, it cannot be canceled or refunded.
Please carefully review all product selections, sizes, materials, artwork, personalization, and other options before submitting your order.
If you notice an error after ordering, contact us immediately. If production has not begun, we will determine whether the requested change can still be made.
Custom Artwork & Proofs
When an order requires customer artwork, design work, or proof approval, it is the customer's responsibility to carefully review all information provided to H & H Creations.
Please verify:
- Spelling
- Names
- Dates
- Dimensions
- Artwork
- Colors
- Product selections
- Placement
- Other customization details
Once a proof has been approved and production has begun, changes or cancellations may no longer be possible.
Additional design work or changes requested after approval may result in additional charges.
Sale & Discount Price Adjustments
Sales and promotional discounts are valid on new orders only.
Placing an order before a sale begins does not automatically qualify the previous order for the new promotional price.
If Your Order Has Already Shipped
Once a tracking number has been uploaded to your order, the order is considered shipped for purposes of our sale and discount policy.
Cancellations, refunds, or price adjustments will not be issued simply to honor a sale or promotional price that became available after your order was processed.
If Your Order Has Not Shipped
If a tracking number has not yet been uploaded and you contact us regarding a newly announced sale, H & H Creations may provide the difference between the regular price and applicable sale price in the form of an H & H Creations gift card.
The gift card:
-
Is valid for 60 days
- Is for use on a future H & H Creations purchase
- Is issued instead of refunding the original payment method
When a sale-price adjustment is provided, your order will follow the fulfillment timeframe advertised for the applicable sale or promotion.
Sale-price adjustments are not automatic and must be requested while the order is still eligible.
Discount Codes
Discount codes must be entered correctly during checkout and must be valid at the time the order is placed.
Unless otherwise stated in the promotion, discounts cannot be applied retroactively after an order has been processed.
Promotional offers may have their own:
- Start and end dates
- Product exclusions
- Minimum purchase requirements
- Quantity requirements
- Fulfillment times
- Other terms and conditions
The terms advertised with the specific promotion will apply.
Free Shipping Selection
If your order qualifies for a free-shipping promotion, please make sure you select the appropriate free shipping option during checkout.
H & H Creations does not issue shipping refunds when a customer qualifies for free shipping but selects and pays for another shipping option during checkout.
Sales Tax Exemptions
Sales tax exemption must be submitted and approved before placing an order if you wish to avoid applicable sales tax at checkout.
Approval of a tax exemption after an order has already been placed does not make previously collected sales tax refundable.
Please visit our Sales Tax Exemption page for complete requirements and instructions.
Orders That Have Already Shipped
Once an order has shipped, it can no longer be canceled.
If you no longer need the merchandise after receiving it, it may be eligible for return under our Returns & Exchanges Policy.
Eligible customer-requested returns may be subject to:
-
A 20% restocking fee
- Original outbound shipping costs, including orders that qualified for free shipping
- Return shipping costs
Please review our complete Returns & Exchange Policy before returning merchandise.
Refusing a Delivery
Please do not refuse a package as a substitute for requesting a cancellation or authorized return.
If you no longer need an order that has already shipped, please accept the shipment and contact us regarding return eligibility.
Packages that are refused or returned to sender may incur carrier charges, return shipping costs, or other expenses. Applicable charges may be deducted from any eligible refund.
Damaged, Missing or Incorrect Items
If you're requesting a change because your delivered order arrived damaged, incomplete, or incorrect, please do not use the cancellation or standard return process.
Please use our Report an Order Issue form.
Damaged packages or material: Report within 2 business days of delivery
Missing or incorrect items: Report within 7 business days of delivery
→ REPORT AN ORDER ISSUE
How to Request a Change or Cancellation
Please contact us as soon as you discover that a change or cancellation is needed.
Include:
-
Your order number
-
Your name
- A clear description of the change or cancellation you're requesting
- Any corrected information we may need
Email: contact@myhhcreations.com
We will review the current status of your order and let you know whether the requested change or cancellation can still be made.
Please Contact Us Quickly
Our goal is to fulfill orders as efficiently as possible. In many cases, that means an order can move into fulfillment or production shortly after it is placed.
The sooner you contact us, the better chance we have of making the requested change—but changes and cancellations are not guaranteed.
