Frequently asked questions
Quick answers for customers. Follow the guide when you need the details.
Why can’t I see gift options for a product?
The store chooses which services and products are available. Disabled services, inactive options or product exclusions can hide them. Ask the store about that product.
Read the guideHow long can my message be?
Text supports up to 1000 characters. Audio files and recordings can be up to 1 MB; video up to 50 MB. Check the upload field for accepted file types.
Read the guideCan I finish my message after checkout?
Yes, when the store offers later upload. Use the sender setup link and finish the message; recipient delivery waits until it is ready.
Read the guideCan I send different gifts to several addresses with one payment?
Use multi-address gifting where the store offers it. Create a separate cart for each set of gifts, add its recipients and pay for the combined order once.
Read the guideCan I upload a recipient spreadsheet?
Save it as CSV using the template. Files can be up to 2 MB and each cart can contain up to 300 recipients.
Read the guideDoes a cancellation request automatically refund me?
No. The store reviews eligible requests in Shopify. Cancellation and confirmed payment compensation are separate outcomes.
Read the guideWho helps with shipping and returns?
Contact the store where you placed the physical order. PrepMyGifts support helps with gift-message or app issues.
Find the right support