Compare the 3 magical Santa Video options—Free, Bonus Unlimited, and Keepsake—and discover which features come with each.

We offer three&#xA0;magical Santa Video Options&#x2014;each with its own features and viewing experience. Here&#x2019;s a quick breakdown to help you understand what&#x2019;s included with your order and what&#x2019;s available to upgrade:<hr data-start="475" data-end="478"><h3 data-end="511" data-start="480" id="-free-santa-video-promo-for-2026">&#x1F193; FREE Santa Video (Promo for 2026!)</h3>&#x1F381; Included with certain promotions as a freebie.<ul data-end="777" data-start="567"><li data-end="608" data-start="567" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x2705; Includes 1 personalized Santa Video</li><li data-end="649" data-start="609" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F440; Watch up to 3 times online only</li><li data-end="722" data-start="650" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x23F3; Video expires after 3 views or when removed for the season (Dec 20th)</li><li data-end="777" data-start="723" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4A1; Upgrade available to keep it forever (see below!)</li></ul><hr data-start="779" data-end="782"><h3 data-end="842" data-start="784" id="-bonus-unlimited-santa-video-included-with-package">&#x1F384; BONUS Unlimited Santa Video (Included with Package)</h3>&#x1F385; Included with every Silver, Gold, or Platinum Santa Letter Package.<ul data-end="1168" data-start="920"><li data-end="988" data-start="920" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x2705; Watch online as many times as you like through December 20th</li><li data-end="1082" data-start="989" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x23F0; If you personalize the video on or after Dec 19th, you&#x2019;ll have 48 hours of access</li><li data-end="1168" data-start="1083" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F9D1;&#x200D;&#x1F4BB; Video is viewable in your Member Account (no download option unless upgraded)</li></ul><hr data-start="1170" data-end="1173"><h3 data-end="1211" data-start="1175" id="-keepsake-santa-video-upgrade">&#x2728; KEEPSAKE Santa Video (Upgrade)</h3>&#x1F4BE; Want to save your video forever? This magical upgrade is for you!<ul data-end="1636" data-start="1283"><li data-end="1343" data-start="1283" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x2705; Get a downloadable copy of your original Santa Video</li><li data-end="1429" data-start="1344" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F384; Receive a second downloadable Christmas Eve video (choose from 2 storylines)</li><li data-end="1485" data-start="1430" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F48C; Get an email alert when your second video is ready</li><li data-end="1558" data-start="1486" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4BB; Save both videos to your device to watch anytime &#x2014; year after year!</li><li data-end="1636" data-start="1559" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4B2; Available for $12.99 in your Member Account under the Videos tab</li></ul>&#x1F4DD; Note: All videos are removed at the end of each season (January 6th). Make sure to download Keepsake videos before then!<hr data-start="1763" data-end="1766"><h3 data-end="1787" data-start="1768" id="need-more-help">Need More Help?</h3><ul data-end="2056" data-start="1789"><li data-end="1933" data-start="1789" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a class="fr-strong" data-end="1933" data-start="1791" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/638117-ff6324661afd481f8c818825d10d36c4">&#x1F4FA; How Do I Manage My Santa Video? (View, Upgrade, Download)</a></li><li data-end="2056" data-start="1934" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;"><a class="fr-strong" data-end="2056" data-start="1936" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/troubleshooting-video-issues-638159">&#x1F6E0;&#xFE0F; Troubleshooting Santa Video Issues</a></li></ul>

🎥 Difference Between Video Types

How long can you access your child’s Santa Video? Learn the differences between Free, Bonus, and Keepsake versions and how to save the memories forever!

We offer three types of magical Santa Videos&#x2014;each with its own viewing access. Here&apos;s what you need to know:<hr data-start="375" data-end="378"><h3 data-end="409" data-start="380" id="-free-santa-video">&#x1F381; FREE Santa Video</h3>Included with promos, this version allows:<ul data-end="599" data-start="473"><li data-end="502" data-start="473" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">3 online views only</li><li data-end="539" data-start="503" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Upgraded to the Keepsake (shown below)</li></ul><hr data-start="601" data-end="604"><h3 data-end="646" data-start="606" id="-bonus-unlimited-santa-video">&#x1F385; BONUS Unlimited Santa Video</h3>Included with every Silver, Gold, or Platinum Santa Letter Package, you&#x2019;ll receive 1 Unlimited Santa Video with Unlimited online views through 12/20.&#x1F4DD; Note: If you personalize the video on or after 12/19, you&#x2019;ll have 48 hours of viewing access from the time it&apos;s created. All Videos are removed at the end of each season (January 6th).<hr data-start="950" data-end="953"><h3 data-end="999" data-start="955" id="-keepsake-santa-videos-upgrade">&#x1F31F; KEEPSAKE Santa Videos (Upgrade)</h3>Want to enjoy your child&#x2019;s Santa Video forever?Upgrade to the Keepsake Version for just $12.99 in your <a data-end="1139" data-start="1116" href="http://packagfromsanta.com/account/login">Member Account</a>, under the Videos tab.With this magical upgrade, you&#x2019;ll get:<ul data-end="1413" data-start="1207"><li data-end="1255" data-start="1207" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Downloadable copy of the original video</li><li data-end="1315" data-start="1256" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">A Downloadable bonus Christmas Eve video (choose from 2 styles)</li><li data-end="1349" data-start="1316" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Email alerts when it&apos;s ready</li><li data-end="1413" data-start="1350" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">&#x1F4BE; Save both videos to your device and keep the magic forever</li><li data-end="1413" data-start="1350" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">All Videos are removed at the end of each season (January 6th). However, you can download them from your account at any time, but it will take time to fetch the videos. You will have up to 72 hours to download. Miss the chance, the process starts over again with us having to fetch the videos.&#xA0;</li></ul>

📅 How long will my Santa Video be available?

Learn how to manage your Santa Video, from viewing and notifications to upgrading for permanent downloads.

Once your Santa Video is ready, you&#x2019;ll get a magical email! From watching online to upgrading for keepsake memories, here&#x2019;s everything you need to know:<h3 data-end="1083" data-start="1063" id="-notifications">&#x1F514; Notifications</h3><ul data-end="1287" data-start="1085"><li data-end="1155" data-start="1085" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Once your video is personalized, it takes 3&#x2013;5 hours to generate.</li><li data-end="1207" data-start="1156" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">You&#x2019;ll receive an email when it&#x2019;s ready to watch!</li><li data-end="1287" data-start="1208" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Can&#x2019;t find it? Check your Spam, Junk, or Promotions folders just in case.</li></ul><hr data-start="1289" data-end="1292"><h3 data-end="1319" data-start="1294" id="-viewing-your-video">&#x1F440; Viewing Your Video</h3><ul data-end="1538" data-start="1321"><li data-end="1398" data-start="1321" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Log in to your <a class="fr-strong" data-end="1394" data-start="1340" href="http://packagefromsanta.com/account/login">Member Account</a></li><li data-end="1459" data-start="1399" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Go to the Order # and you&apos;ll see where your child&#x2019;s Santa video is to watch.&#xA0;</li><li data-end="1538" data-start="1460" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Need help figuring out which version you have? &#x2192; <a class="fr-strong" data-end="1538" data-start="1511" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/1275405-e8d952d42b5d4f059e54a6e55d8607c9" rel="noopener noreferrer" target="_blank">&#x1F3A5; Compare Video Types</a></li></ul><hr data-start="1540" data-end="1543"><h3 data-end="1580" data-start="1545" id="-upgrading-to-a-keepsake-video">&#x2728; Upgrading to a Keepsake Video</h3>Want to download your child&#x2019;s Santa video and get an extra magical Christmas Eve video?<ul data-end="1901" data-start="1671"><li data-end="1703" data-start="1671" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Log into your Member Account</li><li data-end="1759" data-start="1704" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Click Videos, then choose &#x201C;Upgrade to Keepsake&#x201D;</li><li data-end="1778" data-start="1760" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Cost: $12.99</li><li data-end="1901" data-start="1779" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">You&apos;ll be able to download:<ul data-end="1901" data-start="1811" style="font-family: initial; font-size: initial;"><li data-end="1838" data-start="1811" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Your original Santa Video</li><li data-end="1901" data-start="1841" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">A bonus Christmas Eve Video (choose from 2 storylines)</li></ul></li></ul>&#x1F4EC; We&apos;ll email you once the second video is ready!<hr data-start="1955" data-end="1958"><h3 data-end="2005" data-start="1960" id="-downloading-your-video-keepsake-only">&#x1F4BE; Downloading Your Video (Keepsake only)</h3><ul data-end="2183" data-start="2007"><li data-end="2077" data-start="2007" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Once upgraded, return to your Videos tab to download both videos</li><li data-end="2120" data-start="2078" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Works on most mobile and desktop devices</li><li data-end="2183" data-start="2121" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;">Need a full how-to? &#x2192; <a class="fr-strong" data-end="2183" data-start="2145" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/1275407-252a20dc84a447cd9fd099931f9fa902" rel="noopener noreferrer" target="_blank">&#x1F4BE; How to Download My Santa Video</a></li></ul>&#x1F4DD; Note: Video files are ~80MB. Save them to your device before January 6th or they&#x2019;ll be removed for the season.<hr data-start="2304" data-end="2307"><h3 data-end="2332" data-start="2309" id="-related-articles">&#x1F384; Related Articles</h3><ul data-end="2460" data-start="2334"><li data-end="2460" data-start="2416" style="font-family: Arial, Helvetica, sans-serif; font-size: 16px;"><a class="fr-strong" data-end="2460" data-start="2418" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/troubleshooting-video-issues-638159">&#x1F381; Troubleshooting Santa Video Issues</a></li></ul>

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

Upgraded to the Keepsake Santa Video? Learn how to download and save your videos to your phone, computer, or tablet before they disappear!

If you upgraded to the Keepsake Santa Video, you can download your child&#x2019;s personalized Santa Video and a bonus Christmas Eve video to keep forever! &#x1F385;&#x2728;Here&#x2019;s how to save both videos to your device before the season ends.<hr data-start="550" data-end="553"><h3 data-end="605" data-start="555" id="-whats-included-with-the-keepsake-download">&#x1F4E5; What&#x2019;s Included with the Keepsake Download:</h3><ul data-end="858" data-start="607"><li data-end="663" data-start="607" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F3A5; Downloadable version of your original Santa Video</li><li data-end="744" data-start="664" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F384; Bonus downloadable Christmas Eve Video (choose from 2 magical styles)</li><li data-end="794" data-start="745" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4E7; Email alert when the second video is ready</li><li data-end="858" data-start="795" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">&#x1F4BE; Ability to save both to your device before January 6th</li></ul>&#x1F4DD; Important: These files are removed from our system after January 6th. Download both videos before then!<hr data-start="972" data-end="975"><h3 data-end="1010" data-start="977" id="-how-to-download-your-video">&#x1F4BB; How to Download Your Video</h3><h4 data-end="1050" data-start="1012" id="&#xFE0F;-on-desktop-windowsmac">&#x1F5A5;&#xFE0F; On Desktop (Windows/Mac):</h4><ol data-end="1227" data-start="1051"><li data-end="1094" data-start="1051" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in to your <a data-end="1092" data-start="1069" href="#" rel="noopener">Member Account</a></li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Go to the order # with the child&apos;s video where you&apos;ll see the Video is to view.&#xA0;</li><li data-end="1124" data-start="1095" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click the Download button next to each video</li><li data-end="1227" data-start="1179" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Your files will save in your Downloads folder</li></ol><hr data-start="1229" data-end="1232"><h4 data-end="1279" data-start="1234" id="-on-iphone-ios---safari-browser">&#x1F4F1; On iPhone (iOS - Safari Browser):</h4><ol data-end="1519" data-start="1280"><li data-end="1320" data-start="1280" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in at <a>Member Account</a></li><li data-end="1365" data-start="1321" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Go to the order # with the child&apos;s video where you&apos;ll see the Video is to view. </li><li data-end="1365" data-start="1321" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click the Download button next to each video</li><li data-end="1396" data-start="1366" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Open the URL ending in .mp4 &gt; tap the share icon &#x1F4E4;. Tap &quot;Save to files&quot; (it saves to the &quot;Files&quot; app, not the camera roll). Open the &quot;Files&quot; app &gt; open the .mp4 &gt; tap the share icon. Choose &quot;Save Video&quot; (now it&apos;s in your camera roll &#x1F4F2;). </li></ol>Note: You may need to allow Safari downloads in your phone settings.<hr data-start="1593" data-end="1596"><h4 data-end="1621" data-start="1598" id="-on-android">&#x1F4F1; On Android:</h4><ol data-end="1785" data-start="1622"><li data-end="1656" data-start="1622" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Log in to your Member Account</li><li data-end="1678" data-start="1657" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Go to the order # with the child&apos;s video where you&apos;ll see the Video is to view.&#xA0;</li><li data-end="1678" data-start="1657" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Click the&#xA0;Download button next to each video</li><li data-end="1785" data-start="1712" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Save the mp4 directly from the website.</li></ol><hr data-start="1787" data-end="1790"><h3 data-end="1826" data-start="1792" id="&#xFE0F;-file-sizes-for-reference">&#x26A0;&#xFE0F; File Sizes (for reference):</h3><ul data-end="1880" data-start="1827"><li data-end="1849" data-start="1827" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Santa Video: ~80MB</li><li data-end="1880" data-start="1850" style="font-size: 16px; font-family: Arial, Helvetica, sans-serif;">Christmas Eve Video: ~40MB</li></ul><hr data-start="1882" data-end="1885"><h3 data-end="1905" data-start="1887" id="-dvd-copies">&#x1F9CA; DVD Copies?</h3>We do not offer physical DVD copies of Santa Videos. But once downloaded, your videos are yours to keep forever and can be shared, backed up, or played on most devices.<hr data-start="2080" data-end="2083"><h3 data-end="2107" data-start="2085" id> </h3><h3 data-end="2107" data-start="2085" id="&#xFE0F;-troubleshooting-santa-video-issues"><a data-end="2253" data-start="2210" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/troubleshooting-video-issues-638159">&#x1F6E0;&#xFE0F; Troubleshooting Santa Video Issues</a> </h3>

💾 Download or Save My Video

Need to fix your child’s Santa video? Our elves can reset it, so you can remake the magic in your Member Account!

While we can&#x2019;t directly modify a finished Santa video, don&#x2019;t worry&#x2014;we&#x2019;ve got a magical solution! &#x1F60A; Our elves can reset your video, giving you the chance to recreate it with updated details right in your Member Account. &#x2728;Here&#x2019;s what to do:<ol data-end="1027" data-start="667"><li data-end="766" data-start="667" style="font-family: Arial, Helvetica, sans-serif;">Submit a Reset Request &#x2013; Just <a class="fr-strong" data-end="719" data-start="704" href="https://packagefromsanta.com/pages/contact-us">click here</a> and fill out the form with your order details.</li><li data-end="903" data-start="767" style="font-family: Arial, Helvetica, sans-serif;">Check your inbox &#x2013; Keep an eye on your Spam or Junk folders, or the &apos;Promotions&apos; tab in Gmail, to make sure you see our response.</li><li data-end="1027" data-start="904" style="font-family: Arial, Helvetica, sans-serif;">Log into your&#xA0;<a class="fr-strong" href="https://packagefromsanta.com/account/login">Member Account</a> &#x2013; Once it&#x2019;s reset, you&#x2019;ll be able to personalize the video again just the way you want!</li></ol>Your child&#x2019;s personalized Santa video should be just right&#x2014;we&#x2019;re happy to help make that magic happen! &#x1F384;&#x1F3A5;<hr data-start="1140" data-end="1143"> <a class="fr-strong" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/how-do-i-manage-my-santa-video-(view-upgrade-purchase-etc)-638117" rel="noopener noreferrer" target="_blank">How Do I Manage My Santa Video?</a> (view, upgrade, purchase, etc.)<a class="fr-strong" href="https://packagefromsanta-rw7cliws379.gorgias.help/en-US/troubleshooting-video-issues-638159" rel="noopener noreferrer" target="_blank">Troubleshooting Video Issues</a>

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

Having trouble with your Santa video? Follow these steps to download or resolve playback issues on your device, and get back to enjoying the magic!

<h3 id="isPasted">&#x2B07;&#xFE0F; Video Download Issues?&#xA0;</h3><h3 id="follow-these-steps">Follow these steps:</h3>&#x1F4F1;&#x1F4BB; Mobile or PC Users:&#xA0;<ol><li style="font-size: 16px;">Log in to your&#xA0;<a class="fr-strong" href="http://packagefromsanta.com/account/login" rel="noopener noreferrer" target="_blank">Member Account</a></li><li style="font-size: 16px;">Find the video you wish to download.</li><li style="font-size: 16px;">Click the red &apos;Download&apos; button.</li><li style="font-size: 16px;">Right-click the appearing link and choose &apos;save link as&apos;.</li><li style="font-size: 16px;">The MP4 should start downloading and appear at the bottom of your screen.</li><li style="font-size: 16px;">Once downloaded, click on the file to play your video.</li></ol>&#x1F50A; Sound Issues with the video?<ol><li style="font-size: 16px;">Ensure your device&apos;s volume is up and not on mute.</li><li style="font-size: 16px;">If using a mobile device, consider rebooting.</li><li style="font-size: 16px;">Try viewing the video on a different device or browser to check if the issue persists.</li><li style="font-size: 16px;">If the problem remains unresolved, <a class="fr-strong" href="http://packagefromsanta.com/pages/contact-us" rel="noopener noreferrer" target="_blank">contact us</a> with the following details:&#xA0;<ol style="font-size: initial;"><li style="font-size: 16px;">PC or MAC&#xA0;</li><li style="font-size: 16px;">Type of device and version (Ex: iPhone XS, IOS 14.0.1).</li><li style="font-size: 16px;">What browser (Safari, Google Chrome, Edge, Firefox, etc.).</li></ol></li></ol>We sincerely apologize for any inconvenience you may have faced but appreciate your understanding. Our team is always on hand to provide any assistance to ensure you have a magical experience!&#x2728;&#xA0;

🛠️ Troubleshooting Video Issues

Videos from previous years are stored in your Member Account for a limited time each season. Check your account for availability.

&#x1F6AB; Non-Keepsake Versions: Didn&apos;t opt for &apos;Keepsake&apos;? Past videos are always permanently removed at the end of each holiday season. But no worries! &#x1F60A; Our&#xA0;<a href="https://packagefromsanta.com/pages/contact-us" rel="noopener noreferrer" style=" text-decoration: none;" target="_blank">Elf Support</a>&#xA0;can help identify which videos you viewed. You could then purchase a &apos;Keepsake&apos; version for $9.99 on our site&#xA0;and just use past information/photos.&#xA0;&#x1F3A5; Keepsake Versions: If you purchased this version in 2023 and years prior, we apologize that we are not able to bring back those videos due to our migration to a new environment. However, any keepsake versions going forward will be available in your Member Account:<ol><li style="font-size: 16px;">Log into your <a href="https://www.packagefromsanta.com/account/login" rel="noopener noreferrer" style=" text-decoration: none;" target="_blank">Member Account</a>.</li><li style="font-size: 16px;">Off-season, select the year and click &apos;Download&apos; next to your chosen video. A 3-5 hour wait &#x23F3; might be needed.</li></ol><ul><li style="font-size: 16px;">&#x26A0;&#xFE0F; Heads up: You have a 72-hour window for downloading. Missed it? Just revisit and click &apos;Download&apos; again.</li></ul>Cherish these enchanted moments forever! &#x1F31F;&#x2728;

📆 Past Year Videos?

packagefromsanta

Get help with your personalized Santa video, including troubleshooting, changes, downloading, and viewing options. Create magical memories with a customized Santa experience!

Personalized Santa Videos Help | Package From Santa®

Santa Videos

Find everything you need to know about your personalized Santa video, from making changes to troubleshooting video issues. Learn how to download, view, and enjoy magical videos with your child’s name and personal holiday moments included.

👍 Yes, 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

🎥 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

📞 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