Learn how to personalize your child’s Santa video with their name, photo, age, and more inside your Member Account.

Personalizing your child&#x2019;s magical Santa video is quick and easy! &#x1F385;&#x2728;Here&#x2019;s how to get started:<ol data-end="904" data-start="350"><li data-end="529" data-start="350" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Log into your Member Account Head to PackageFromSanta.com <a class="fr-strong" href="http://packagefromsanta.com/account/login" rel="noopener noreferrer" target="_blank">Member Account</a> using the same email used to place your order.</li><li data-end="598" data-start="531" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Go to &#x201C;Order History&#x201D; Locate your order under this tab.</li><li data-end="748" data-start="600" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Click the &#x201C;Bonus Items&#x201D; section Inside each order, you&apos;ll see the tab titled Bonus Items &#x2014; this is where your Santa Video lives.</li><li data-end="904" data-start="750" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Personalize Your Santa Video Click &apos;PERSONALIZE&apos;, then follow the prompts to customize it with your child&#x2019;s name, photo, age, and more!</li></ol><hr data-start="906" data-end="909">&#x1F552; Viewing Time Details:<ul data-end="1276" data-start="941"><li data-end="1117" data-start="941" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Unlimited Views: If you purchased a Gold, Silver, or Platinum Santa Letter Package, you&#x2019;ll receive one BONUS video with unlimited views through December 20th.</li><li data-end="1276" data-start="1118" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">After 12/19: If you personalize your video on or after December 19th, you&#x2019;ll have 48 hours of viewing access from the time the video is created.</li></ul><hr data-start="1278" data-end="1281"><h3 data-end="2107" data-start="2085" id="isPasted">&#x1F9DD; Need More Help?</h3><ul data-end="2253" data-start="2109"><li data-end="2163" data-start="2109" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4DD; <a class="fr-strong" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/how-to-log-into-my-member-account-982454" rel="noopener noreferrer" target="_blank">How to log into My Member Account</a>?</li></ul>

🎥 How do I personalize my child's Santa video?

Can’t find your child’s name during personalization? Try alternate spellings, explore other options, and find magical alternatives!

We&#x2019;re so sorry! &#x1F614; While our name database includes thousands of options, we understand how disappointing it can be when a name&#x2014;whether unique or common&#x2014;doesn&#x2019;t appear during personalization.But don&#x2019;t worry&#x2014;we&#x2019;ve got some magical tips to help! &#x1F385;&#x2728;<hr data-start="580" data-end="583"><h3 data-end="616" data-start="585" id="-try-different-spellings">&#x2705; Try Different Spellings</h3>Type the name exactly how you&apos;d like it said. If the spelling doesn&apos;t appear, try a different spelling. Sometimes, a different spelling will have the correct pronunciation.&#xA0;<hr data-start="820" data-end="823"><h3 data-end="860" data-start="825" id="-explore-alternative-options">&#x2705; Explore Alternative Options</h3>Even if the perfect pronunciation isn&#x2019;t available, your child&#x2019;s video can still feel special and personalized in other ways:<ul data-end="1129" data-start="989"><li data-end="1028" data-start="989" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Add their photo, age, and state</li><li data-end="1070" data-start="1029" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Choose from several enchanting scenes</li></ul><hr data-start="1131" data-end="1134"><h3 data-end="1182" data-start="1136" id="-our-top-pick-for-when-you-cant-find-your-childs-name">&#x1F3A5; Our Top Pick for when you can&apos;t find your child&apos;s name</h3>Elfred&#x2019;s North Pole Dream Tour is a magical choice when a spoken name isn&#x2019;t available. This video displays your child&#x2019;s name in writing throughout multiple scenes, helping them feel immersed in the North Pole magic&#x2014;even without hearing it out loud.<hr data-start="1443" data-end="1446"><h3 data-end="1471" data-start="1448" id="&#xFE0F;-name-additions">&#x2744;&#xFE0F; Name Additions</h3>Due to high holiday traffic, we&#x2019;re unable to add new names during the season. But rest assured&#x2014;we review and update our name list annually to make sure the magic keeps growing! &#x2728;<hr data-start="1652" data-end="1655">Thank you for understanding&#x2014;and we hope you find a magical video your child will love. &#x2764;&#xFE0F;

🔍 Can't find my child's name when personalizing the Santa video?

Having trouble uploading photos? Try refreshing your browser or clearing cache and cookies to fix the issue.

Oops! &#x1F648; We&apos;re so sorry to hear about the hiccup. Could you please give it another whirl using a different browser or by clearing your cache/cookies (remember to keep your saved passwords)? &#x1F31F;You can click <a href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/how-to-clear-my-browsers-cachecookies-635111" rel="noopener noreferrer" style=" text-decoration: none;" target="_blank">HERE</a> for a quick guide on clearing cache/cookies or updating your browser. Thanks for bearing with us! &#x1F308;If these steps don&apos;t resolve the issue, please feel free to reach out to us&#xA0;<a href="https://packagefromsanta.gorgias.com" rel="noopener noreferrer" style=" text-decoration: none;" target="_blank">HERE</a>. We&apos;re always eager to assist! &#x1F60A;

❗ Why am I unable to upload photos to my Santa video?

Each year, we introduce new Santa video options, featuring 7 unique and festive experiences your child will love.

We offer a unique selection of 7 Santa videos. We also offer, with our &apos;Keepsake&apos; version, a selection of 2 Christmas Eve Videos. &#xA0;&#x1F60A;While we&apos;ve kept our beloved collection of Santa videos from past years due to their timeless charm and popularity, we&apos;re excited to offer another Special Animated Sing-A-Long, this season. Our commitment to spreading kindness along with the magic of the holiday season remains as strong as ever!&#xA0;&#x1F381;Package Details:Silver, Gold, &amp; Platinum Packages:All 3 of these Santa Letter Packages feature an Illustration complete with a QR code. Scanning this reveals our captivating online animated sing-a-long.Platinum Exclusive:The QR code on the personalized Friendship Certificate leads to the same delightful illustration but with a personalized touch! At the end of the song, your child&apos;s photo (if provided) and full name will be shown on their Friendship Certificate. The Platinum package also comes with a cuddly Build-A-Bear&#xAE; Baby Penguin plushie. Click <a class="fr-strong" href="https://www.packagefromsanta.com" rel="noopener noreferrer" style=" text-decoration: none;" target="_blank">HERE</a> to learn more about our Platinum Package!Bronze Package:Opt for the Bronze? You can still add the QR Illustration and/or the Build-A-Bear&#xAE; Baby Penguin plushie with its Friendship Certificate during the Santa Letter Personalization. Just a heads-up: while the Illustration can snugly fit inside the Santa Letter Package, due to its bigger size, the Build-A-Bear&#xAE; Baby Penguin plushie and Friendship Certificate are mailed in a brown box with a &apos;TOP SECRET&apos; label and addressed to the guardian or parent of the child. It can then be given to the child by their very own Elf or placed in their stocking for Christmas morning! &#x1F609;&#xA0;

🎥 Are there new Santa videos available?

Upgrade to the Keepsake Video and download two magical videos—your child's Santa Video and a bonus Christmas Eve edition to treasure forever.

&#x1F3A5; Two Magical Videos!<ul data-end="714" data-start="536"><li data-end="613" data-start="536" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Original Santa Video &#x2013; Downloadable version of your personalized video.</li><li data-end="714" data-start="616" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Christmas Eve Video &#x2013; Downloadable version as you&apos;ll be able to choose 1 of 2 enchanting Christmas Eve videos which will be generated off of the original Santa Video.&#xA0;</li></ul><ul data-end="1155" data-start="505" id="isPasted"><li data-end="783" data-start="716" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F440; Online Viewing: Available online until January 6th.</li><li data-end="975" data-start="849" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x267B;&#xFE0F; After-Season Access: Missed the season? You can still access your downloads later&#x2014;just allow 3&#x2013;5 hours for retrieval.</li><li data-end="1072" data-start="976" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4A7; Watermark-Free: The downloaded version has no watermark. (Online/streamed versions do.)</li><li data-end="1155" data-start="1073" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4F1; Mobile Friendly: Download both videos to your phone, or computer.</li></ul><hr data-start="1157" data-end="1160"><h3 data-end="1179" data-start="1162" id="-file-sizes">&#x1F4D0; File Sizes</h3><ul data-end="1240" data-start="1181"><li data-end="1207" data-start="1181" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Santa Video: ~80MB</li><li data-end="1240" data-start="1208" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Christmas Eve Video: ~40MB</li></ul>Make sure you have enough storage available before downloading!<hr data-start="1307" data-end="1310">&#x1F31F; Upgrade Location (for Bonus Video Users)Where to Upgrade (If You Have the Bonus Video from a Santa Letter Package):<ol data-end="759" data-start="221"><li data-end="257" data-start="221" style="font-family: Arial, Helvetica, sans-serif;">Log in to your Member Account</li><li data-end="303" data-start="259" style="font-family: Arial, Helvetica, sans-serif;">Go to the Order Number for your child</li><li data-end="337" data-start="305" style="font-family: Arial, Helvetica, sans-serif;">Click the Bonus Items tab</li><li data-end="385" data-start="339" style="font-family: Arial, Helvetica, sans-serif;">Select Download next to the Santa Video</li><li data-end="759" data-start="387" style="font-family: Arial, Helvetica, sans-serif;">Christmas Eve Video: Choose from 2 magical Christmas Eve video styles, each beautifully crafted from your original Santa Video for a seamless holiday experience. Once you complete your $12.99 upgrade, you&#x2019;ll receive an email when your Christmas Eve video is ready. Then, you can download and enjoy both videos&#x2014;perfect for cozy Christmas Eve viewing! &#x2728;&#x1F385;</li></ol><h3 data-end="237" data-start="190" id="isPasted">&#xA0;</h3>

✨ What is included in the 'Keepsake' Video?

packagefromsanta

Need help with general Santa videos? Learn how to personalize, troubleshoot, or upgrade non-personalized videos. Perfect for sharing Christmas joy with all children!

General Santa Videos Help (Non-Personalized) | Package From Santa®

Santa Videos

Explore the non-personalized Santa videos, including options for general viewing, purchasing, and upgrading. Whether you’re looking for videos for multiple children or need help with technical issues, this section has you covered.

❌ No, not personalized

🎅 What is PackgeFromSanta.com?

🎁 What is included in each Santa Letter Package?

📜 What types of Santa letters do you have?

👨‍👩‍ Can I include more than one child in a package?

📦 Can I order multiple packages in one transaction?

🎅 Santa Package Overview & Info

❓ How do I access the bonus items in my package?

📝 How do I personalize my Pre-Order?

📝 How does Pre-Ordering work with shipping?

📝 Pre-Order & Personalization

✏️ Can I edit my order after it’s placed?

💸 Needing a refund?

❌ Can I cancel or change my order?

💳 What methods of payment do you accept?

🔄 Order Updates, Cancellations & Refunds

🎄 When is your store open for holiday orders?

📅 When is the last day to order?

⏰ Holiday Ordering Timeline

Ordering & Packages

🎥 Personalized Santa Video

☎️ Personalized Santa Call

🧸 $10 Build-a-Bear® Voucher

📜 Personalized Nice List Guide

✉️ Letters to Santa Service

🎉 How do I access my bonus items?

🖨️ Options for Printing Your Bonus Items

❓ Can I add a bonus items to my existing order?

Bonus Items

📝 How do I create a new account?

📝 How to log into My Member Account?

✉️ How do I change my email address?

🗑️ How can I delete my account?

🔐 Account Setup & Login Help

✏️ How can I edit my shipping or other items?

🛑 How do I cancel my order?

🛠️ Managing My Order

Member Account & Order Changes

🎥 Difference Between Video Types

📅 How long will my Santa Video be available?

📽️ How Do I Manage My Santa Video? (view, upgrade, purchase, etc.)

💾 Download or Save My Video

✏️ Can I make changes to my child’s video?

🛠️ Troubleshooting Video Issues

📆 Past Year Videos?

👍 Yes, Personalized!

📞 Missed Santa’s Call or Didn’t Hear It Ring?

🧝‍♂️ What is an Elf Passcode, and how do I reset it?

❓ Why is Santa saying the wrong age?

📞 How can my child listen to Santa's call again?

👍Yes, call is scheduled!

📲 How do I download the Santa Call app?

📅 What information is needed to schedule a Santa call?

✨ How can I share the Santa Call APP with the parent?

🤔 Why isn't my Santa Call(s) showing in the Santa Call APP?

📞Why can't I log into the Santa Call APP?

❌ No, got questions!

Santa Calls

✏️ Change My Shipping Info

🌍 What's your shipping policy/timelines?

🚛 How much does shipping cost?

⏳ How long does USPS First Class take to ship during the holiday season?

📅 Timelines & Shipping Costs

📦 How do I track my order?

❓ How do I get my tracking number?

🤔 Why can't I track my order?

❓How will I know my Santa Letter Package has shipped?

📦 Tracking & Notifications

🚚 Experiencing shipping delays?

🚨 Package is lost or stolen?

🥶 Package is damaged?

📦 Order is marked delivered but not here

❓ Missing Item in My Order?

🚚  Shipping Problems

Shipping Info & Support

🖥️ Why can't I place my order?

⚙️Experiencing issues on the site?

🌐 How do I update or change web browser?

🍪 How do I clear my browser's cache and cookies?

📸 Why can't I upload my photos?

📞 How do I contact customer service by phone?

🖨️❓ How can I print bonus items if I don't have a printer?

📧 Why am I not receiving your emails?

📱 How do I stop receiving SMS Text alert?

📧 How do I unsubscribe from your emails?

✨ Do you have an Influencer/Affiliate Program?

Tech Support & Troubleshooting