Browse our FAQ topics to find your answer:

Member Account

General Account Questions

• Why am I not receiving my emails from you?
• Do I have to create a member account?
• How do I access my member account?
• Why am I locked out of my account?
• How can I retrieve my password?
• How do I change my email address?

Our Products

Santa Packages

• What are the different Santa Letter Packages and Pricing?

Santa Call (Web Version)

• Why didn't I receive my Santa call? Did not use the APP
• How do I personalize my child's Santa Call?
• Can I listen & share my child's call once completed?

Santa Call (Mobile App)

• Did not receive temporary password
• What is an elf passcode?
• What information is needed to schedule my child's Santa call?
• How do I change/reschedule a call?
• Santa didn't call my phone
• Missed Santa's call

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Santa Video - Creating a Video

• Did not receive temporary password
• How do I personalize my child's Santa video?
• What information is needed to personalize the video?
• Can I personalize a video for more than one child?
• Can't find correct pronunciation in video
• How do I add photos to my child's video?

Santa Video - After Creation

• How do I view my child's video?
• Can I view my videos from previous years?
• Can I make changes to the video?
• How do I download my child's video?
• How do I share my child's video?
• Can I purchase my child's video?

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Ordering

Placing An Order

• How do I preview the Santa letters?
• Can I place my order over the phone?
• How do I place multiple orders at once?
• What information is needed for the letter personalization?
• How do I enter a coupon code?
• Why won't my order process?

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Already Placed An Order

• How do I personalize my free bonus items?
• Why do I have multiple order #'s
• Order # Details
• How do I make changes to my order?

Shipping / Billing

General Shipping Questions

• When will packages be shipped?
• Do you ship internationally?
• How do I make changes to my ship to address?
• Can I pick a ship date?
• Can I combine shipping of multiple packages.
• How do I know If my package has shipped?

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General Billing Questions

• I didn't receive my email receipt
• What methods of payment are accepted?

Technical

Internet Browsers

• How do I check what browser I'm using and if it's up to date?
• How do I clear my browser's Cache?