Learn how to request a refund from our Customer Service Elves, and how long it takes to process your refund.

We want to make sure you&apos;re well taken care of, so if you need a refund, please reach out to our&#xA0;&#xA0;Customer Service Elves for magical assistance!<hr data-start="458" data-end="461">&#x1F384; Steps to Request a Refund:<ol data-start="850" data-end="1203"><li data-start="850" data-end="967" style="font-family: Arial, Helvetica, sans-serif;">Tell us why: Let us know the reason for your request. This helps our team understand how to best assist you.</li><li data-start="969" data-end="1203" style="font-family: Arial, Helvetica, sans-serif;">Submit the request: Use our <a data-start="1006" data-end="1058" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta.com/pages/contact-us" class="fr-strong">Contact Form</a> and include your order number and the email address used at checkout. Once submitted, our elves will guide you through the next steps.</li></ol><hr data-start="868" data-end="871">&#x23F3; Refund Processing Time: Once approved, refunds are typically processed the same day.<ul data-end="1411" data-start="1249"><li data-end="1299" data-start="1249" style="font-family: Arial, Helvetica, sans-serif;">You&#x2019;ll receive an email confirming the refund.</li><li data-end="1411" data-start="1300" style="font-family: Arial, Helvetica, sans-serif;">It may take 5&#x2013;7 business days to appear on your statement, depending on your bank or credit card provider.</li></ul>&#x1F4EC; Don&#x2019;t forget to check your Spam/Junk or Promotions folder&#x2014;our elves sometimes sneak in there!&#x1F517; Helpful Link You Might Need:<ul data-start="1836" data-end="2101"><li data-start="1836" data-end="1930" style="font-family: Arial, Helvetica, sans-serif;"><a data-start="1838" data-end="1930" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/can-i-cancel-or-change-my-order-1258409" class="fr-strong">Can I cancel or change my order?</a></li></ul>

💸 Needing a refund?

Learn how to cancel or make changes to your order, including editing personalized items or shipping info—before it ships!

<div data-block="true" data-editor="54c71" data-offset-key="f6f1r-0-0" id="isPasted"><div data-block="true" data-editor="cbd2b" data-offset-key="3jdfv-0-0">&#x1F385; We&#x2019;re sorry to hear you&#x2019;re thinking about canceling your order! But don&#x2019;t worry&#x2014;we&#x2019;re here to help make things right. Here&apos;s what you need to know:<hr data-start="456" data-end="459">&#x1F6E0;&#xFE0F; Need to make a change? If your order is still Unfulfilled, you can:<ul data-end="670" data-start="543"><li data-end="570" data-start="543" style="font-family: Arial, Helvetica, sans-serif;">&#x270F;&#xFE0F; Edit personalized items</li><li data-end="670" data-start="571" style="font-family: Arial, Helvetica, sans-serif;">&#x1F4E6; Update the shipping name or address</li></ul>&#x2728; You can make these changes directly in your&#xA0;<a href="https://packagefromsanta.com/account/login" target="_blank" rel="noopener noreferrer">Member Account</a>.Cick <a class="fr-strong" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/how-can-i-edit-my-shipping-or-other-items-1010008" rel="noopener noreferrer" target="_blank">HERE</a>for a step-by-step guide on what can be edited and how.<hr data-start="672" data-end="675">&#x1F4EC; Need to Remove or Adjust Items? If your order is still Unfulfilled, our team may be able to help with changes. Reach out as soon as possible using our <a data-start="1016" data-end="1141" rel="noopener" target="_new">Support Form</a>.<hr data-start="1144" data-end="1147">&#x1F6D1; Want to Cancel Your Order? Cancellations are only available if your order is Unfulfilled. If your items haven&#x2019;t started the production process, we can help. Contact us ASAP by clicking <a data-start="1355" data-end="1453" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta.com/pages/contact-us" class="fr-strong">HERE</a> to request cancellation.&#x1F4E9; Still have questions? <a data-start="1505" data-end="1586" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta.com/pages/contact-us" class="fr-strong">We&apos;re here to help!</a><hr data-start="1588" data-end="1591"><h3 data-start="1593" data-end="1625" id="-helpful-related-articles">&#x1F9ED; Helpful Related Articles:</h3><ul data-start="1626" data-end="2189"><li data-start="1626" data-end="1781"><a data-start="1628" data-end="1779" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/can-i-edit-my-order-after-it%25E2%2580%2599s-placed-945128" class="fr-strong">&#x270F;&#xFE0F; Can I Edit My Order After It&apos;s Placed?</a></li><li data-start="1782" data-end="1896"><a data-start="1784" data-end="1894" rel="noopener noreferrer" target="_blank" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/needing-a-refund-825109" class="fr-strong">&#x1F4E8; Needing a Refund?</a></li></ul><div data-offset-key="3jdfv-0-0"> </div></div><div data-block="true" data-editor="cbd2b" data-offset-key="22aa4-0-0"> </div></div>

❌ Can I cancel or change my order?

Need to cancel your Package From Santa® order? Find out how to check your order status and when it’s possible to cancel or make changes.

<div data-block="true" data-editor="54c71" data-offset-key="f6f1r-0-0" id="isPasted"><div data-block="true" data-editor="cbd2b" data-offset-key="3jdfv-0-0" id="isPasted">We&#x2019;re sorry to see you go &#x2014; but we&#x2019;re here to help make it easy!But, before you go, here&apos;s a little North Pole magic that might help:Before You Cancel:If your order is still Unfulfilled, you can:<ul data-start="287" data-end="461"><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Edit personalized items (like your Santa Letter or certificate)</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Update the shipping name or address &#x1F449; Just log into your <a class="fr-strong" data-end="588" data-start="569" href="http://packagefromsanta.com/account/login">Member Account</a> to make those changes!</li></ul>Still Want to Cancel?If your order is Unfulfilled, we can help cancel it before it processes.Just <a class="fr-strong" data-end="908" data-start="878" href="https://packagefromsanta.com/pages/contact-us" rel="noopener noreferrer" target="_blank">contact our helpful elves</a> and we&#x2019;ll take care of it right away!</div><div data-block="true" data-editor="cbd2b" data-offset-key="22aa4-0-0"> </div></div><div data-block="true" data-editor="54c71" data-offset-key="4o100-0-0"> </div>

🛑 How do I cancel my order?

packagefromsanta

Need to cancel your personalized Santa letter or request a refund? Get step-by-step guidance to resolve quickly and keep the Christmas spirit alive!

Santa Order Refunds & Cancellations | PackageFromSanta.com Help

Placing or Managing an Order

Learn how to request refunds or cancel your Santa order—keeping the holiday magic hassle-free! 🎄

Refunds & Cancellations

🧦 Individual/Stocking Stuffer Items

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

📦 Can I order multiple packages in one transaction?

💳 What methods of payment do you accept?

🎄 When is your store open for holiday orders?

📅 What’s the last day to place an order?

✨ Do you have an Influencer/Affiliate Program?

🎁 Santa Package Overview

📝 How does Pre-Order work?

📝 How do I customize my Pre-Order?

✍️ Pre-Order & Personalization

🔢 Why do I have multiple order numbers?

🚚 Why are there multiple shipping charges?

✏️ How can I edit my shipping or other items?

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

🔍 Why can't I find the order I placed?

🎄 How do I upgrade my Santa package?

📦  Already Ordered

📝 How do I create a new account?

📝 How to log in to My Member Account?

✉️ How do I change my email address?

🗑️ How can I delete my account?

🔐 Account Setup & Login Help

Account & Email Issues

❄️What if my package is delayed due to weather or holidays?

✏️ Change My Shipping Info

🌍 Shipping Times & Delivery Options

🚛 How much does shipping cost?

📅 Timelines & Shipping Costs

❓ How will I know my Order has shipped?

🎄 Where’s My Order? How to Track Your Santa Package

📦 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 & Delivery

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

📆 Past Year Videos?

🛠️ Troubleshooting Video Issues

👍 Yes, Personalized!

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

🔍 Why isn’t my child’s name showing correctly?

🎥 Are there new Santa videos available?

📸 Why can't I upload my photos?

🔒 Is my child's personalized information safe?

🎥 Troubleshooting Video Issues

❌ No, not personalized

Santa Videos

Santa Videos: Support

📞 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 schedule a new Santa Call?

📲 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

Santa Calls: Support

🛠️ Trouble Placing an Order?

🧼  Clear Cache & Update Your Browser for Smoother Experience

📞 How do  I contact customer service by phone?

📧 How to Unsubscribe from Emails or Text Messages?

Tech Support & Troubleshooting