Submit a Ticket

Last updated: November 2, 2026

A support ticket at Cedar Gift is simply an email to [email protected] with a clear subject line. Pick the topic below that fits your question, and your email app opens a new message with the subject already filled in. Add your order number and the details we list for that topic, press send, and you will hear back within 24 hours on business days. Using the right subject helps us route your message straight to the right answer, which matters most when a gift has a deadline.

1. Choose your ticket topic

If your question covers two topics, pick the one that is most urgent. A name correction within 24 hours of ordering is more time-sensitive than a sizing question, so “Change or cancel” is the better subject.

2. Order question

Use this topic for anything about an order you have placed: what stage it has reached, when it will leave us, whether it will arrive by a certain date, or why part of an order has arrived and the rest has not. You can also look up the status yourself on Order Tracking with your order number and the email used at checkout.

Remember the timings: each order is prepared in 1-3 business days, then spends 7-14 business days in transit to the United States, Canada, Australia or New Zealand. If your order has passed the end of that window and has not arrived, tell us the shipping address too. Contact us and we will help: we look into it and, if the parcel cannot be found, send a replacement or a refund, whichever you prefer.

3. Change or cancel

You can change or cancel an order within 24 hours of placing it. Changes include the finish (Light or Dark Wood-Look), the shape, the pack (Single or Set of 2), the size or colour, the quantity, the personalisation text, and the shipping address. Write the exact change in your ticket, for example: “Order 1234 — please change THE MILERS 2026 to THE MILLERS 2026” or “Order 1240 — please cancel the whole order.”

Your request is confirmed when you receive our reply. If a cancellation is confirmed, everything you paid is refunded. If more than 24 hours have passed, still write: we will tell you what can be done, and every item can be returned within 60 days of delivery. More on Cancel or Change an Order.

4. Return or exchange

Any product can be returned or exchanged within 60 days of delivery, for any reason, including personalised pieces. We send a free return label for change-of-mind returns as well as for damaged or wrong items. In your ticket, list the item or items, and tell us whether you would like:

• an exchange for another finish, shape, pack, size or colour of the same product;
• a refund to your original payment method; or
• store credit, which never expires.

Please wait for our reply before posting anything. We send the label and the instructions that fit your country. Refunds are sent within 7 days of receiving your return. Full details are on the Returns & Exchanges Policy and the Refund Policy.

5. Damaged item

If an ornament arrived cracked, a loop bent, a sign corner crushed, a mug chipped, a print smudged or a coaster missing from a set, open a “Damaged item” ticket. Attach two or three clear photos: one of the item showing the problem, one of the packaging, and one of the shipping label. Tell us whether you would like a replacement or a refund. In most cases you keep the damaged item and do not need to return it; if we do need to see it, the return label is free.

Photos you send are used only to resolve your order and are deleted 30 days after delivery of the order.

6. Personalisation

Use this topic before or after ordering a personalised piece. Before ordering, you can ask whether a long name fits, how a year will look, or which truck style suits a nickname. After ordering, you can ask about the text you entered. Please type the text exactly as you want it printed, letter for letter, including capitals and spaces, for example:

• Custom farm family ornament: THE MILLERS / 2026, back line “Est. 1952”.
• Custom pickup ornament: Classic Pickup, OLD BLUE / 1998.
• Custom first buck keepsake: JAKE / 2026, back line “Opening morning”.
• Custom hometown water tower: HOLLIS / 2026.
• Custom coordinates sign: MILLER HOME PLACE / 37.4419 N, 97.3301 W / 1952.

We print exactly what you type and do not send a proof before production. We do not print vehicle, equipment or outdoor brand names, team names, mascots or characters. If a request includes one, we will suggest a generic alternative.

7. Other

Anything else: questions about a product’s material (our pieces have a printed wood-grain look, and we will tell you the exact material of a product if you ask), a larger order for a club or a family reunion, a payment that did not go through, a privacy request, or a copyright or trademark notice. For notices, our DMCA page and Intellectual Property Policy explain what to include.

8. What happens after you send a ticket

1. Your email reaches our support inbox at [email protected].
2. We read it, find your order using the order number or the details you gave, and check the relevant policy.
3. We reply within 24 hours on business days with an answer, a confirmation of the change, or the next step, such as a return label.
4. If we need something else from you — a photo, the shipping address, the exact text — we ask for it in that reply.
5. Keep replying in the same email thread so the whole history stays together.

If you have not had a reply within 24 hours on business days, check your spam or promotions folder for a message from [email protected], then send your ticket again.

9. Required details at a glance

To answer in one reply, we need a few basics in almost every ticket: your order number (or the name and email used at checkout and the order date), the product and option involved, and what you would like us to do. For photo claims, the photos. For personalisation, the exact text. For delivery questions, the shipping address and your date. That is all; we will not ask you for anything else unless it is needed to solve your problem.

10. Keep your details safe

Never put card numbers, bank account numbers, security codes, passwords or one-time codes in a ticket. We will never ask for them by email, and payment is only taken on the checkout page at cedargift.shop. If you receive a message that claims to be from Cedar Gift and asks for payment details, do not reply to it; forward it to [email protected]. How we handle the information you do send is explained in our Privacy Policy.

11. Before you write, a quick look may answer it

Many questions are answered on our FAQs page and in the Help Center: shipping costs and times on Shipping & Delivery, apparel and sign sizes on the Size Guide, and payment on Payment Methods. If you prefer to write without a template, the Contact Us page explains what to include.

12. Examples of complete tickets

Change or cancel

Subject: Change or cancel — 1234. “Hi, I ordered the Custom Hometown Water Tower Ornament this morning with HOLIS 2026. The town is spelled HOLLIS. Please change it to HOLLIS 2026. Everything else is correct.” This ticket has the order number, the product, the wrong text and the right text, so we can confirm the change in one reply.

Damaged item

Subject: Damaged item — 1250. “The Farm, Truck, Buck & Barn Coaster Set arrived with the buck coaster chipped on one corner. Three photos attached: the coaster, the box and the label. I would prefer a replacement.” We reply with the next step, and you keep the set while the replacement is on its way.

Return or exchange

Subject: Return or exchange — 1302. “The Buck Season Pullover Hoodie in Charcoal Heather, size L, is too snug over a flannel. Could I exchange it for an XL in the same colour?” We send a free return label for the L and set up the XL.

Personalisation, before ordering

Subject: Personalisation. “I want the Custom Farm Family Name & Year Ornament with BIG SPRING CREEK RANCH and 2026. That is 22 characters with spaces. Will it fit nicely?” We answer before you order, so you can decide whether to shorten it.

13. Tips for faster answers in December

The weeks before Christmas are our busiest. A few habits help us help you sooner. Put the order number in the subject line after the topic, for example “Change or cancel — 1234”. Send one email per order rather than one email for several unrelated orders. If you are asking whether something will arrive in time, give the exact date and the destination country. And if you need to change personalisation text, write as soon as you notice the mistake; the 24-hour window is counted from when the order was placed, not from when you read your confirmation email.

14. Our details

Cedar Gift
29115 Valley Center Road #K207
Valley Center, CA 92082
United States
Email: [email protected]

We handle support by email only. The address above is for correspondence and is not a returns address; for a return, open a “Return or exchange” ticket and we will send you a free label with the right destination.