Frequently Asked Questions
We want ordering from House of Tys to feel simple, personal, and stress-free. If you don't see your question answered below, you're always welcome to reach out to us at support@houseoftys.com.
Personalization
How do I personalize my order?
Personalization is completed directly on the product page before you add your item to your cart. Each personalized product will show the available options, such as names, dates, messages, or other custom details.
If you're unsure about anything before ordering, please reach out. We're always happy to help.
What if I made a mistake in my personalization details?
Please contact us as soon as possible at support@houseoftys.com.
If your order has not entered production yet, we'll do our best to update the personalization for you. Because our personalized items are made to order, once production has started we unfortunately cannot guarantee that changes can be made.
We always recommend double-checking names, dates, spelling, and other personalization details before submitting your order.
Orders & Shipping
How long does production take?
Most orders are created and prepared for shipment within 2–5 business days.
Because many of our products are personalized and made specifically for you, production time is separate from shipping time.
When will my order arrive?
Delivery times vary depending on where you live, the product ordered, and the time of year.
Once your order ships, you'll receive a tracking number so you can follow its journey right to your door.
Will my order arrive in one package or multiple packages?
Most orders arrive in a single package, but some orders may arrive separately.
We create and ship products from more than one location, so if your order contains different types of items, they may be produced and shipped separately. If that happens, you'll receive tracking information for each shipment.
Do you ship to the United States and Canada?
Yes! We currently ship throughout both Canada and the United States.
Returns & Order Issues
What is your return policy for personalized items?
Because personalized products are created specifically for you, we are unable to accept returns or exchanges on personalized items.
That said, we want you to be happy with your order. If something isn't right, please contact us and let us know what happened. We'll always do our best to work with you and find a solution.
What if my item arrives damaged or there is an error?
Please contact us right away at support@houseoftys.com and include a clear photo of the item along with your order number and a brief description of the issue.
If your item arrived damaged or we made an error with your order, we will happily work with you to make it right.
Custom Requests
Can I contact you with a custom request?
Absolutely!
Custom requests are some of our favorite orders to create. If you have an idea for a personalized gift, special wording, a unique milestone, or something you don't currently see in our shop, send us a message at support@houseoftys.com.
We can't promise every idea will be possible, but we're always happy to see what we can create with you.