Why do I have multiple charges?

double charged multiple charges charged more than once two charges money deducted twice paid multiple times why

Reason you may have multiple charges on your statement:

  • Pre-ordered your Santa letter package by clicking 'Personalize Later' you received is a 'Non Ship-able 'Pre-Order' (Sample: Pre-Order #EXPD12294) charged only for the Santa Letter Packages plus shipping/handling.Once you personalize the Santa Letter Package, we give you another order # that is 'Ship-able' Order # (Sample: Order # 79260) which there will only be a 2nd charge if you upgraded your package/shipping or added anything to the original pre-order package.
    • (Example shown below)

  • Ordered 1 too many pre-orders. If so, please Contact Us to cancel/refund your packages not personalized. 

  • Showing multiple 'pending' charges, due to declined or rejected charges from our merchant account, but may appear as charges on your end.
    • These 'pending' charges fall off within 1-2 days, as it's the credit card companies that hold these funds. Our merchant is Braintree (owned by PayPal) doesn't hold funds that are declined or rejected. If you'd like for us to, you can contact customer support by clicking HERE!
      • In your email, state you are wanting to confirm what was charged in our merchant account as this will have to be verified by a manager. 


Example of 'Pre-order':

This Elf originally ordered 3 packages and this sample shows he only personalized 1 of the Santa letter packages, which shows total: $0.00 since he didn't add anything additional to that package. He still has 2 more packages to personalize.