🚚 Shipping Problems
Something not quite right? We’ve got your back. Find help for shipping delays, missing items, or lost packages here.
Experiencing shipping delays?
Shipping delays are common during the holiday season. Here’s what to expect and how to get help if your Santa Letter package is running late.
What is Package Protection?
Package Protection is an optional add-on available at checkout that helps protect your shipment if it is lost, damaged, or stolen during delivery. It is designed to give you extra peace of mind during the busy holiday season.
Package is lost or stolen?
What to do if your package was lost or stolen in transit, plus helpful steps and how to contact support.
Package is damaged?
What to do if your Santa package is damaged in transit, plus how to request a replacement or refund.
Order is marked delivered but not here
Your package shows as delivered, but it’s nowhere to be found? Try these quick steps before contacting support.
Missing Item in My Order?
Missing something from your order? Follow these steps to confirm your package contents and request help if an item is missing or incorrect.
Why Does the Shop App Show “Partially Delivered”?
If your order says "Partially Delivered" in the Shop app, don’t worry — your physical Santa letter package hasn’t shipped yet. Here’s why you're seeing that status.