Hallmark Customer Care: Expert Guide to Getting Help Quickly

Contact Hallmark the Right Way

Hallmark support is split across a few teams: online orders and Gold Crown Rewards (Hallmark.com), independently owned Gold Crown retail stores, viewer support for Hallmark Channel, and streaming support for Hallmark Movies Now. Reaching the right team first will cut your resolution time dramatically. Keep in mind that store return policies can differ from online policies because many Gold Crown locations are independently operated franchises.

• Hallmark.com orders, gifts, greeting cards, and Crown Rewards: 1-800-HALLMARK (1-800-425-5627) and https://www.hallmark.com/contact-us/
• Find a local Hallmark Gold Crown store (for in-store returns/exchanges and local policy): https://www.hallmark.com/store-locator/
• Hallmark Channel (TV network) viewer support: https://www.hallmarkchannel.com/contact-us
• Hallmark Movies Now (streaming) support: https://support.hallmarkmoviesnow.com/
• Keepsake Ornament Club and specialty programs: https://www.hallmark.com/keepsake-ornament-club/
• Corporate correspondence: Hallmark Cards, Inc., 2501 McGee Trafficway, Kansas City, MO 64108, USA; main switchboard +1 (816) 274-5111
• Privacy requests and data practices: https://www.hallmark.com/privacy-policy/

Phone support is the fastest way to resolve order-specific issues; website contact forms and chat are best for attachments (receipts, photos of defects). Have your email address (used at checkout) handy for verification. For store issues, call the location on your receipt; hours and policies can vary by store and season, especially around peak holiday periods.

What to Have Ready Before You Call or Chat

For Hallmark.com orders, gather your order number (from your confirmation email), the email address used at checkout, item SKU(s) from the product page or packing slip, and any tracking numbers. For store purchases, you’ll need the paper or digital receipt, the store’s address (printed on the receipt), and the purchase date. Product identifiers like UPC-A (12 digits) or SKU help customer care find exact replacements, especially for Keepsake ornaments and limited series items.

• Proof of purchase: order number or register receipt with date and total
• Product details: item name, SKU/UPC, size/variant, and clear photos (front/back, defect close-up)
• Shipping info: tracking number, delivery scan date/time, and the full ship-to address
• Streaming/Channel help: device model (e.g., Roku Ultra 4802), app version, TV provider sign-in email, error codes, and timestamps
• Rewards/account: Crown Rewards number (if available), the email(s) you may have used, and last known points balance or recent activity

Protect your privacy: never send full credit-card numbers, CVV, or full bank details. If verification is requested, provide only the last four digits and billing ZIP. When uploading photos, JPG or PNG under 5 MB each typically works best on web forms. For multiple items, label file names so support can match them to SKUs quickly.

Returns, Exchanges, and Replacements

For Hallmark.com purchases, start at https://www.hallmark.com/contact-us/ or log in to your account to initiate a return from Order History; guests can use the order lookup link in their confirmation email. You’ll typically receive instructions and, where applicable, a prepaid label. Refunds are processed after the return is received and inspected; banks usually post credits in 3–10 business days. If Hallmark made an error (wrong/duplicate/defective item), ask about return shipping charge coverage and no-cost replacement options.

For in-store purchases, returns and exchanges are handled by the original Gold Crown store and are subject to that location’s posted policy (which may differ from Hallmark.com). Bring the item in original condition with all packaging and tags, plus the receipt. Seasonal and clearance items may be final sale; call ahead to confirm. For defective Keepsake ornaments or damaged cards, stores can often exchange during the current season while inventory lasts; if stock is gone, call 1-800-425-5627 to explore direct replacement or alternative remedies.

Rewards, Accounts, and Promotions

Crown Rewards support (1-800-HALLMARK and https://www.hallmark.com/contact-us/) can help recover your account, merge duplicate profiles, or correct missing points from eligible purchases. To speed resolution, provide the email address attached to your membership, your phone number (if used at signup), and the date/store or online order the points should apply to. If you changed your name or moved, ask the agent to check for a duplicate account under your old details.

For promotion or coupon issues (e.g., code not applying), capture a screenshot of the cart showing the items, subtotal, code entered, and any visible error message. Many offers exclude certain brands, collectibles, or charity items; online and in-store promos can differ. If you’re price-matching a same-SKU Hallmark.com promotion in-store, call the store first—independent retailers are not obligated to honor online-only deals.

Shipping, Personalization, and Delivery Issues

If you entered a wrong address on a Hallmark.com order, contact customer care immediately; carrier intercepts are time-sensitive and may not be possible once the parcel is out for delivery. Ask the agent to check the shipping method and carrier (often USPS or UPS) and to request an address correction or hold if available. For gifts requiring signatures or going to PO Boxes, APO/FPO/DPO, or U.S. territories, confirm eligibility and transit times before ordering.

For personalized cards and photo gifts, carefully review your preview on the product page before checkout—spelling, dates, and photo cropping are printed as approved. Production times vary by item and season; the product page will show the current estimate. If a personalization error is on Hallmark’s side (e.g., misprint or wrong variant), provide photos of the received item and your order preview; customer care can reprint or refund as appropriate.

Escalations, Response Times, and Documentation

Phone and chat generally resolve straightforward issues in a single interaction; email/web-form cases usually receive a reply within 1–2 business days. Always ask for your case or reference number and note the date, time, and agent’s name. If you’re submitting photos or documents, include them in the same thread so the history stays intact, and summarize the requested action (refund, replacement, address correction, points adjustment) in one concise paragraph.

If an issue remains unresolved after reasonable attempts, politely request a supervisor review and provide your documentation. For written complaints, you can mail Corporate Customer Care at Hallmark Cards, Inc., 2501 McGee Trafficway, Kansas City, MO 64108, USA, referencing your case number. You may also use your local store’s management for store-specific matters. For persistent billing disputes on streaming subscriptions initiated through Apple, Google, Roku, or Amazon, you’ll need to contact the platform’s billing support per their terms.

Troubleshooting Hallmark Channel and Hallmark Movies Now

For Hallmark Channel (TV Everywhere), verify your cable/satellite/streaming TV provider login works on the provider’s own website, then sign out and back in at https://www.hallmarkchannel.com/ with the same credentials. Clear your browser cache or reinstall the app, ensure your device OS and app versions are current, and test another network (e.g., mobile hotspot) to rule out DNS or firewall blocks. Note any on-screen error codes and the exact time they occur when contacting support.

For Hallmark Movies Now, start at https://support.hallmarkmoviesnow.com/ for device-specific steps. If you subscribed via an app store (Apple App Store, Google Play, Roku, Amazon), billing changes and cancellations must be done through that same platform. To avoid duplicate charges, keep subscriptions consolidated in one channel. Activation links, sign-in pages, and supported devices are maintained on the HMNow support site; have your device model, app version, and subscription email ready so support can locate your account fast.