Help Center
Browse answers below, or use the Help button in the corner any time to search or send us a message.
Orders & Shipping
When will I receive my order?
Personalized items are made to order. After checkout, production typically takes a few business days depending on the product, followed by carrier transit time. You will receive email updates when your order is in production and when it ships with tracking. Peak seasons may add a short delay — your confirmation email summarizes the expected window.
How can I track my order?
When your package ships, we send a tracking email with a carrier link. Allow 24–48 hours after dispatch for the first scan. You can also use our Track order page with your order number and email. If tracking does not update, the carrier may be waiting for a hub scan — contact us with your order ID and we will help investigate.
How to modify my order?
If you need to change shipping details, personalization text, or cancel, email us as soon as possible with your order number. Once production or fulfillment has started, changes may not be possible. We will confirm what can still be adjusted and reply within 1–2 business days.
My order was shown 'Delivered' but nothing was received.
Check with household members, building reception, and safe drop spots. Carriers sometimes mark delivered a few hours early. Wait one business day, then contact the carrier with your tracking number. If the package is still missing, email us with your order ID and we will open a carrier inquiry and advise on replacement or refund options per our Returns policy.
Contact list of local carriers
Use the tracking link in your shipment email to open the carrier’s official site — there you will find local phone or chat support. Have your tracking number ready. For international shipments, the last-mile partner may differ; the carrier page will list the correct local agent.
Personalization
How does personalization work?
Pick a design, add your names, photo or message in the fields shown, and a live preview updates on the product photo as you type. Nothing is printed until you check out, so take your time getting it right.
Can I see a proof before it prints?
Yes — the live preview on the product page is exactly what goes to print, in the colour and layout you chose. There's no separate manual-approval step, so check spelling and photo cropping carefully before adding to cart.
What makes a good photo upload?
A clear, well-lit, front-facing photo works best. Avoid heavy shadows, group shots where the subject is small, or very low-resolution images — they can look blurry once printed at full size.
Can I change my personalization after ordering?
Email us with your order number as soon as possible. If production hasn't started yet we can usually update names, text or photos — once an item enters production it can no longer be changed.
Returns & Refunds
What's your return policy?
Because every item is made to order with your personalization, we can't accept returns for a change of mind. If your order arrives damaged, defective, or with a printing error that's our fault, we'll replace it or refund you — just email us a photo of the issue within 30 days of delivery.
My order arrived damaged or wrong — what now?
Sorry about that! Email us a photo of the item (and the shipping box, if it's damaged) along with your order number, and we'll send a free replacement or refund — no need to ship anything back.
Account & Payment
What payment methods do you accept?
We accept PayPal, and all major debit and credit cards through PayPal's checkout — you don't need a PayPal account to pay by card.
Is my payment information secure?
Yes. Payments are processed entirely by PayPal — we never see or store your card number. Checkout runs over an encrypted connection.
Still need help?
Email support@toplovehouse.com, or use the Help button in the corner — we usually reply within 1–2 business days.