To cancel or change your order, please contact our Customer Service Representatives via live chat or by submitting a support ticket. We will be happy to stop the order if we can, however, our order fulfillment system is designed to ship orders as quickly and efficiently as possible. Therefore, your order may already be in the shipping process, and in that case, we will not be able to change or cancel your order. If your order can't be cancelled and you still don't love it after it has arrived and want to return/exchange it, our Customer Service Representatives will be happy to assist you.
How do I check my order information?
The payment confirmation email contains the details of your order. You also can login to your Civicgift account and check the MY ORDERS tab for order information.
You can also contact Civicgift Customer Service Representatives with your order number and we will be happy to provide you with the details of your order.
We encourage you to keep your order number until delivery to facilitate order inquiries. Your order number is the same as your invoice ID.
Why haven’t I received any emails or replies after placing my order?
Your email address may have been entered incorrectly or blocked by spam filters. Please change your spam filters or check your junk mailbox. Please use your primary email to ensure you receive timely updates. Thanks for your support.
How long will delivery take?
For each delivery, processing time and shipping time are included:
- Processing Time: The time it takes to prepare your item(s) to ship from our factory. Personalized name necklaces and charms are custom manufactured and ship from our factory in 1-5 business days from the order date. Estimated processing dates are provided for each item on the item page. You'll receive a tracking number by email automatically once it is sent out.
- Shipping Time: The time for your item(s) to travel from our factory to your destination. Shipping estimates are from day of shipping not from the order submission date. While we make every effort to ship your order to you within the estimated time frames, we cannot guarantee every delivery within these estimated times, because these handcrafted Personalized Jewelry go through a thorough Quality Control process, and in case of yours fails to pass, it has to be remade. We know not being able to give this special gift to you is a terrible thing, but it's even worse to give you something less than perfect.
Customers are responsible for lost orders due to incorrect shipping information. The specific delivery time will depend on the shipment method you chose.