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?

Learn how to request a refund from our Customer Service Elves, what’s refundable, 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">&#x1F4CB; Important Notes:<ul data-end="1143" data-start="899"><li data-end="1143" data-start="899" style="font-family: Arial, Helvetica, sans-serif;">Refunds cannot be provided for digital items like Santa Calls and Keepsake Santa Videos. Once purchased, these are automatically added to your Member Account and cannot be removed, which is why they are non-refundable.</li></ul><hr data-start="1145" data-end="1148">&#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 edit your PackageFromSanta.com order before it ships! Change names, addresses, and personalized items easily from your Member Account.

Yes! You can edit your order as long as it&#x2019;s still Unfulfilled in your&#xA0;<a href="https://packagefromsanta.com/account/login" target="_blank" rel="noopener noreferrer">Member Account</a>.&#xA0;&#x1F381; Here&#x2019;s what you can update:<ul data-start="438" data-end="625"><li data-start="438" data-end="467" style="font-family: Arial, Helvetica, sans-serif;">Shipping name and address</li><li data-start="468" data-end="484" style="font-family: Arial, Helvetica, sans-serif;">Santa Letter</li><li data-start="485" data-end="505" style="font-family: Arial, Helvetica, sans-serif;">Nice Certificate</li><li data-start="506" data-end="521" style="font-family: Arial, Helvetica, sans-serif;">Santa Photo</li><li data-start="522" data-end="543" style="font-family: Arial, Helvetica, sans-serif;">Santa Flight Plan</li><li data-start="544" data-end="571" style="font-family: Arial, Helvetica, sans-serif;">Friendship Certificates</li><li data-start="572" data-end="600" style="font-family: Arial, Helvetica, sans-serif;">Parchment Nice List Book</li><li data-start="601" data-end="625" style="font-family: Arial, Helvetica, sans-serif;">North Pole Newspaper</li></ul>&#x1F6E0;&#xFE0F; To Make Changes:<ol data-end="858" data-start="690"><li data-end="727" data-start="690" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Log into your <a href="https://packagefromsanta.com/account/login" target="_blank" rel="noopener noreferrer" class="fr-strong">Member Account</a></li><li data-end="756" data-start="728" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Go to Order History</li><li data-end="799" data-start="757" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Click on the order # you&#x2019;d like to edit</li><li data-end="858" data-start="800" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Then find your Edit buttons&#xA0;</li></ol>&#x2728; Need Help or Want to Add/Remove Items?If your order is still Unfulfilled, our elves are happy to help! Just <a href="https://packagefromsanta.com/pages/contact-us" target="_blank" rel="noopener noreferrer" class="fr-strong">Contact Us</a>&#xA0;and we&#x2019;ll keep the holiday magic going. &#x1F385; <div data-block="true" data-editor="92od0" data-offset-key="18atp-0-0"> </div><div data-block="true" data-editor="92od0" data-offset-key="v516-0-0"><div data-offset-key="v516-0-0"> </div></div>

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

See which payment options are accepted when ordering from PackageFromSanta.com, including Apple Pay, Visa, and Shop Pay.

We accept the following secure payment methods for all orders:<ul data-start="350" data-end="495"><li data-start="350" data-end="366">Shop Pay</li><li data-start="367" data-end="384">Apple Pay</li><li data-start="385" data-end="403">Google Pay</li><li data-start="404" data-end="416">Visa</li><li data-start="417" data-end="435">MasterCard</li><li data-start="436" data-end="460">American Express</li><li data-start="461" data-end="477">Discover</li><li data-start="478" data-end="495">Debit Cards</li></ul>&#x1F510; All payments are processed through our SSL-encrypted, 100% secure checkout&#x2014;giving you peace of mind while creating magical memories.&#x1F9DD; Have questions about placing your order? Our&#xA0;<a data-start="671" data-end="733" rel="noopener noreferrer" target="_blank" id="isPasted" href="https://packagefromsanta.com/pages/contact-us" class="fr-strong">Customer Service Elves</a> are happy to help!

💳 What methods of payment do you accept?

packagefromsanta

How to contact our PackageFromSanta.com support team for refunds and learn about ordering timelines.

Refunds & Order Policies

🎅 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?

🤔 Still have questions? copy

📝 Pre-Order & Personalization

🎄 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?

❓ Still have questions?

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!

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

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

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

🎥 Are there new Santa videos available?

✨ What is included in the 'Keepsake' Video?

❌ No, not personalized

Santa Videos

📞 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 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 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?

🤔 Still have questions?

Tech Support & Troubleshooting