Holiday rush causing delays? We understand how important timely delivery is. Learn how we handle delays and what steps you can take to ensure your package arrives in time!

<p><span data-offset-key="elkqd-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Due to unprecedented USPS delays this season, we kindly ask for your understanding. The<span data-offset-key="8qt1i-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><span data-offset-key="a87br-0-0"><span data-text="true" style="font-size: 16px;">&#xA0;USPS and UPS are working hard to get packages delivered before Christmas. They will be delivering on 12/24!&#xA0;</span></span></span></span></span></p><p><span data-offset-key="elkqd-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><span data-offset-key="8qt1i-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><span data-offset-key="a87br-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Note:&#xA0;<span data-offset-key="elkqd-0-0" id="isPasted"><span data-text="true" style="font-size: 16px;">Packages shipped First Class do not include tracking.</span></span><br></span></span></span></span></span></p><div data-block="true" data-editor="5jptm" data-offset-key="fs1an-0-0"><div data-offset-key="7irmg-0-0"><span data-offset-key="7irmg-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Should you need to contact us after the holidays, please do so by clicking </span></span><span data-offset-key="7irmg-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a href="https://packagefromsanta.com/pages/contact-us" target="_blank" rel="noopener noreferrer" class="fr-strong">here</a></span></span><span data-offset-key="7irmg-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">!&#xA0;</span></span></div></div><div data-block="true" data-editor="5jptm" data-offset-key="4dcul-0-0"><span style="font-family: Arial,Helvetica,sans-serif;"><br></span></div><p><br></p><p><br></p>

🚚 Experiencing shipping delays?

If your package is lost or damaged, don't worry! We're here to help. Learn how to report the issue and get it resolved as quickly as possible.

<div data-block="true" data-editor="co8be" data-offset-key="ak99c-0-0" id="isPasted"><div data-block="true" data-editor="2ms63" data-offset-key="7ktbb-0-0" id="isPasted"><div data-block="true" data-editor="2ms63" data-offset-key="7ktbb-0-0" id="isPasted"><div data-offset-key="7ktbb-0-0"><span data-offset-key="7ktbb-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Oh no! &#x1F976; We are so sorry to hear that your package may have  gone missing, we understand how frustrating this must be. At </span></span><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a href="http://packagefromsanta.com/" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="7ktbb-1-0"><span data-text="true">PackageFromSanta.com</span></span></a></span><span data-offset-key="7ktbb-2-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">, we strive to ensure every order reaches you in a timely manner, but reply on the USPS and UPS to deliver once it&apos;s left our facility. .</span></span><span data-offset-key="18gd2-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="18gd2-0-0"><br></div><div data-block="true" data-editor="2ms63" data-offset-key="db8o2-0-0"><div data-offset-key="db8o2-0-0"><span data-offset-key="db8o2-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">In the event an order is lost or stolen, during transit, please reach out to our&#xA0;</span></span><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a href="http://packagefromsanta.com/pages/contact" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="db8o2-1-0"><span data-text="true"><strong>customer support</strong></span></span></a></span><span data-offset-key="db8o2-2-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#xA0;team with your order number along with the shipping address.&#xA0;</span></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="19cs2-0-0"><div data-offset-key="19cs2-0-0"><span data-offset-key="19cs2-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="8n17d-0-0"><div data-offset-key="8n17d-0-0"><span data-offset-key="8n17d-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">We will review the information provided and, if necessary, arrange for a replacement or issue a refund.</span></span></div></div></div><div data-block="true" data-editor="2ms63" data-offset-key="8n17d-0-0"><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br></span></div><div data-block="true" data-editor="2ms63" data-offset-key="ah6n6-0-0"><strong><br></strong></div></div><div data-block="true" data-editor="co8be" data-offset-key="97khi-0-0"><strong><br></strong></div><p><br></p>

🚨 Package is lost or stolen?

<div data-block="true" data-editor="co8be" data-offset-key="ak99c-0-0" id="isPasted"><div data-block="true" data-editor="2ms63" data-offset-key="7ktbb-0-0" id="isPasted"><div data-block="true" data-editor="2ms63" data-offset-key="7ktbb-0-0" id="isPasted"><div data-offset-key="7ktbb-0-0"><span data-offset-key="7ktbb-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Oh no! &#x1F976; We are so sorry to hear of this. At </span></span><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a href="http://packagefromsanta.com/" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="7ktbb-1-0"><span data-text="true">PackageFromSanta.com</span></span></a></span><span data-offset-key="7ktbb-2-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">, we can only hope our packages are handled with care by the shipping companies being that our packages look like Christmas packages. </span></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="18gd2-0-0"><div data-offset-key="18gd2-0-0"><span data-offset-key="18gd2-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="cl47b-0-0"><div data-offset-key="cl47b-0-0"><span data-offset-key="cl47b-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">We understand the disappointment of receiving a damaged package. In such instances, please report to our </span></span><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a href="http://packagefromsanta.com/pages/contact" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="cl47b-1-0"><span data-text="true"><strong>customer support</strong></span></span></a></span><span data-offset-key="cl47b-2-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"> team with your order number,  including photos of the damaged items/package.</span></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="19cs2-0-0"><div data-offset-key="19cs2-0-0"><span data-offset-key="19cs2-0-0" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2ms63" data-offset-key="8n17d-0-0"><div data-offset-key="8n17d-0-0"><span data-offset-key="8n17d-0-0"><span data-text="true" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.</span></span></div></div></div><div data-block="true" data-editor="2ms63" data-offset-key="8n17d-0-0"><span style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><br></span></div><div data-block="true" data-editor="2ms63" data-offset-key="ah6n6-0-0"><strong><br></strong></div></div><div data-block="true" data-editor="co8be" data-offset-key="97khi-0-0"><strong><br></strong></div><p><br></p>

🥶 Package is damaged?

If your order is marked as delivered but hasn’t arrived, here are a few steps to help locate it or resolve the issue. Stay in touch with our team if you need more help!

<div data-block="true" data-editor="2h895" data-offset-key="af74-0-0" id="isPasted"><p><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">We know how important this delivery is, so here&#x2019;s what you can do: &#xA0;<br></span></p><div data-offset-key="af74-0-0"><span data-offset-key="af74-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#x1F4E6;&#xA0;</span></span><span data-offset-key="af74-0-1"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>Check Your Delivery Location:</strong></span></span><span data-offset-key="af74-0-2"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#xA0;</span></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="9ao3m-0-0"><div data-offset-key="9ao3m-0-0"><span data-offset-key="9ao3m-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">If no one was home at delivery, check around your home, with neighbors, or building management. Double-check the shipping address on your order confirmation or in your&#xA0;</span></span><span data-offset-key="9ao3m-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><a href="https://packagefromsanta.com/account/login" rel="noopener noreferrer" target="_blank"><strong>Member Account</strong></a></span></span><span data-offset-key="9ao3m-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">.&#xA0;</span></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="cvg9i-0-0"><div data-offset-key="cvg9i-0-0"><span data-offset-key="cvg9i-0-0" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="dnan5-0-0"><div data-offset-key="dnan5-0-0"><span data-offset-key="dnan5-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#x1F69A;&#xA0;</span></span><span data-offset-key="dnan5-0-1"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>Allow for Delays in Marked Deliveries:</strong></span></span><span data-offset-key="dnan5-0-2"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>&#xA0;</strong></span></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="2bt0a-0-0"><div data-offset-key="2bt0a-0-0"><span data-offset-key="2bt0a-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">In some cases, packages might be marked as delivered but can still take additional time to arrive. This is common during high-volume shipping periods with USP and USPS. They don&apos;t guarantee delivery unless it&apos;s an overnight package.&#xA0;</span></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="2gjsr-0-0"><div data-offset-key="2gjsr-0-0"><span data-offset-key="2gjsr-0-0" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><br data-text="true"></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="3hdbu-0-0"><div data-offset-key="3hdbu-0-0"><span data-offset-key="3hdbu-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#x1F4DE;&#xA0;</span></span><span data-offset-key="3hdbu-0-1"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>Stay in Touch:</strong></span></span><span data-offset-key="3hdbu-0-2"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#xA0;</span></span></div></div><div data-block="true" data-editor="2h895" data-offset-key="cp4md-0-0"><div data-offset-key="cp4md-0-0"><span data-offset-key="cp4md-0-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">If your order hasn&#x2019;t arrived a few days past the estimated delivery date,&#xA0;</span></span><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><a class="fr-strong" href="https://packagefromsanta.com/pages/contact-us" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="cp4md-1-0"><span data-text="true">contact us</span></span></a></span><span data-offset-key="cp4md-2-0"><span data-text="true" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#xA0;for help. We&apos;re happy to assist!</span></span></div></div>

📦 Order is marked delivered but not here

Find out what to do if an item is missing from your order or if you received the wrong item from Package From Santa®. Learn the steps to confirm your order and how to contact our customer service team to get things fixed!

<p id="isPasted"><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Oh no! It looks like there might have been an Elf hiccup with your order. We&apos;re so sorry about this, but we are here to make it right! Here&#x2019;s what to do:</span></p><p><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>Step 1: Confirm Your Order Details</strong><br>Check your order receipt by logging in to your <a class="fr-strong" href="https://packagefromsanta.com/account/login" rel="noopener noreferrer" target="_blank">Member Account&#xA0;</a>to confirm what items were supposed to be included in your order. Visit our site <a class="fr-strong" href="//PackageFromSanta.com">PackageFromSanta.com</a> to double-check the items or Santa Letter Package you should have received to see if something is missing or incorrect.</span></p><p><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><strong>Step 2: Contact Our Customer Service Elves</strong><br>If an item is missing or you received the wrong item, we sincerely apologize for the mix-up! Please reach out to our <a class="fr-strong" href="https://packagefromsanta.com/pages/contact-us" rel="noopener noreferrer" target="_blank">customer service team</a>, and we&apos;ll ensure the correct items are sent to you ASAP. Be sure to include the following details:</span></p><ul><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Order number</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">The missing or incorrect item(s)</li><li style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#xA0;Any Photos to show us what was received or what was sent incorrectly</li></ul><p><span style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#x1F384; Thank you for your patience! We&#x2019;ll get it sorted so your holiday remains magical.</span></p>

❓ Missing Item in My Order?

packagefromsanta

Experiencing a delay or missing a package? Learn how we handle shipping issues and how we’ll make sure your child still gets their magical delivery.



Shipping Issues & Lost Packages | Package From Santa®

Shipping Info & Support

Something not quite right? We’ve got your back. Find help for shipping delays, missing items, or lost packages here.

🚚  Shipping Problems

🎅 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!

🎥 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 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

🖥️ 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