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\nHit Place order and then noticed the name is spelled wrong? Picked the 4 inch ornament when you meant the 6 inch? It happens to everyone, usually about thirty seconds after the confirmation email arrives. Because every Yay Bestie piece is personalized and made to order, there is a short window in which we can still change or cancel it before it is made. This page explains that window, what can be changed, how to ask, and what your options are once the window has closed.
\nMost shops can cancel an order right up until a box is taped shut, because the product already exists. Ours does not exist yet. Shortly after you order, your mug gets printed, your ornament gets engraved, your night light panel gets cut. Once that happens, the piece carries your words and cannot be turned back into a blank.
\nSo we hold every new order for a short time before it goes into production, and we act on change requests in the order they arrive. You have 24 hours from the time on your order confirmation email to ask for a change or a cancellation. If production has somehow already begun inside those 24 hours, which can happen with very simple orders during quiet periods, we will tell you straight away and offer the best alternative we can.
\nSwapping one product for a completely different product, say a keychain for a car hanger, is easiest as a cancellation plus a new order. We will help you do that in a single email exchange.
\nPlease send all your changes in one email if you can. Three separate messages about the same order are much more likely to cross with production than one clear list.
\nNothing, in most cases. Correcting text, updating an address or switching to an option at the same price is free. If the new option costs more, for example a larger size, we email you a secure request for the difference before production starts, and the change goes ahead once it is paid. If the new option costs less, we refund the difference to your original payment method within 7 days. Shipping stays free whatever you change.
\n| Request | \nWithin 24 hours, before production | \nAfter production has started | \n
|---|---|---|
| Fix a typo in a name or date | \nFree, corrected before printing | \nReturn under the 60-day policy and reorder, or keep it | \n
| Change size or colour | \nFree if the same price; pay or receive the difference otherwise | \nExchange under the 60-day policy after delivery | \n
| Change the shipping address | \nFree | \nFree until handed to the carrier; after that we request a redirect | \n
| Add or remove items | \nUpdated order, with the price difference settled | \nRemoving: return after delivery. Adding: place a new order | \n
| Cancel the whole order | \nFull refund within 7 days of our confirmation | \nReturn after delivery for a full refund, free return postage | \n
To cancel, email us within 24 hours with your order number and the word “cancel”. There is no cancellation fee. Once we confirm, your full order total goes back to the original payment method within 7 days, usually much sooner. You will receive one email confirming the cancellation and another when the refund is sent. The Refund Policy explains how long banks take to show it.
\nWant to cancel just one item from a larger order, such as one of three mugs? That works too, and the rest of the order continues as normal.
\nAfter 24 hours, or once production has started, we can no longer edit or cancel the piece. That does not leave you stuck:
\nOnce your parcel has a tracking number and has been scanned by the carrier, the address is in the carrier’s hands. We can ask them to redirect it, and many carriers will, but none guarantee it. If you also have a tracking account with the carrier, you may be able to request the change yourself, which is often quicker. If the parcel is returned to us because of an incorrect address, we reship it to the corrected address as soon as you confirm it. If the address mistake was ours, the reship is free; if it was entered incorrectly at checkout, we will tell you about any cost before reshipping, and there is none in most cases.
\nDouble-clicked and ordered the same thing twice? Spotted two confirmation emails? Just tell us which order to keep. We cancel the duplicate in full, even if the 24-hour window has nearly passed, as long as production has not begun on both. If both orders have already been made, you can return the extra one after delivery with free postage.
\nThe same goes for an order placed with the wrong product entirely, like a wooden ornament when you meant the acrylic one. Tell us which option you actually wanted and we will either switch it inside the window or explain the quickest route if it has already been made. Nobody is charged for an honest slip of the thumb.
\nThe window starts at the time shown on your order confirmation email and runs for 24 hours in a row, including nights and weekends. It does not pause for time zones: if you order from Sydney at 9 p.m. on a Tuesday, your window ends at 9 p.m. Sydney time on Wednesday, even though that is still Wednesday morning in California. The time your email reaches us is what counts, and our inbox records it automatically, so you never need to worry about whether we were online when you wrote.
\nOrders placed on a Friday evening or over a weekend usually wait until the next business day to start production, so in practice they often have a little more room. We do not promise that extra room, though, so please treat 24 hours as the real limit.
\nIf the order is going straight to a friend or relative, you are still the one who can change it, because the order is in your name. That matters when the recipient moves, when you learn their apartment number after ordering, or when you realise the gift should go to their office instead of their home. Email us from the address you ordered with and include the new details; we will not change a delivery address based on a request from anyone else, to keep gifts from being redirected by mistake or by someone who should not have them.
\nIf the surprise has been spoiled and you would like to change the gift itself, for example swapping a funny mug for a sentimental ornament, the same 24-hour rule applies. After that, the recipient can still exchange the item within 60 days of delivery.
\nVery rarely, we may need to cancel an order ourselves, for example if the personalization requests something we cannot print (such as another company’s logo or trademark, or wording that targets someone with hate), if a product option becomes unavailable before we can make it, if a payment does not clear, or if the order shows clear signs of fraud. If that happens, we email you to explain and refund the full amount to your original payment method within 7 days. Where the issue is only the wording, we will always offer you the chance to change it first. Our Terms of Service describe these situations in more detail.
\nThe fastest route is an email to support@yaybestie.com with your order number in the subject line. You can also use the Submit Ticket page, which pre-fills the right subject, or check the Help Center and FAQs for quick answers. We reply within one business day, and requests received inside the 24-hour window are honoured whenever we reply.
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