Frequently Asked Questions


Letter from Santa Inquiries


How early can I order Letters from Santa for Christmas delivery?

We accept orders for Christmas delivery beginning January 1st. If you'd like a letter to be sent sooner, check out our After Christmas, Mid Year or Birthday letters. Or, if you'd like a Christmas letter to be sent now or at a specific date, please contact our customer service department.



When is the deadline for ordering for Christmas delivery?

For standard shipping, we must receive your order by December 10th for orders going to the United States. For orders going outside the United States, we must receive your order by November 25th.



When are "Letters From Santa" sent?

Our Letters from Santa, North Pole Deeds, and Letter Packages are mailed beginning December 1st, just in time for Christmas. Special letters such as birthday, anniversary, graduation and wedding are approximately 2 weeks before the event (3-4 for international deliveries). After Christmas letters begin mailing the first week day after Christmas. Mid-year letters are mailed as soon as possible after the order is placed.



How can I check on the status of my order?

For questions regarding your order, please contact our Customer Service Department.



Will my name be on the letter or package as the sender?

All of our letters and packages come from Santa Claus and the purchaser is not mentioned on the letter or envelope.



Will children in the same family all get the same letter?

To retain their authenticity, our most popular letters have multiple variations. For example, our Classic Christmas letter has 25 different variations. If at all possible, we will make sure that children on the same order get different letters. Letters with multiple styles are noted on the letter ordering pages with an asterisk.



Which paragraph of Santa’s letter is replaced by my (optional) custom text? Can I choose which paragraph is replaced?

The paragraph replaced is always the one which gives a generic description of Santaland. This is usually the third paragraph, but is sometimes the second or fourth. Unfortunately, since the paragraph that is replaced is pre-selected, you cannot choose a different paragraph to replace.



Ordering Information


What types of payment do you accept online?

You can pay for your online order using Visa, MasterCard, American Express, or Discover. You also have the option of printing out your order and faxing it to Santa Claus House at 907-488-5601, or mailing it with a check or money order to:
Santa Claus House
101 St. Nicholas Drive
North Pole, AK 99705



Is it safe to use my credit card on your website?

Yes, our website is equipped with something called Secure Socket Layer technology with 128-bit encryption. This means that any personal information you send to us, i.e. billing and payment information, is encrypted when you send it, and can only by decrypted by Santa Claus House. Your credit card number is never stored on our website.



Can I order if I live outside the United States?

Yes, every year Santa Claus House sends letters and packages to countries all over the world. Additional shipping charges apply.
All prices given on our website are in US Dollars. International orders may incur additional bank/currency exchange fees.

Why can’t I place my order online/my cart empties when I try to finish my order?

The most common reason for this problem is that your personal security settings are set too high to allow "cookies." Our site uses "cookies" to track your shopping cart throughout the checkout process. The problem may be resolved by lowering your personal security settings to allow cookies.

The other issue that might be occurring is that your cart session may be timing out. Our website automatically times out your session and empties your cart if there is a period of inactivity longer than 30 minutes. This is a security feature. Often, this may happen if you take longer than 30 minutes to customize your Santa Letter text. If you think this may be happening, we recommend you either contact us to order by phone, or prepare your custom text offline prior to placing your order.



How can I contact your Customer Service Department?

Our Customer Service Department can be reached during regular business hours at 1-800-588-4078. Our employees will be happy to help with ordering, questions about products, inquiries about orders, etc. You can also email us at info@santaclaushouse.com or fax us at 1-907-488-5601.



Can I change an order after it has been placed?

Sometimes it is possible to change an order before it has been sent. Please contact our Customer Service Department.



Shipping


What shipping method do you use?

Our letters from Santa and deeds are mailed via USPS first class mail. Santa letter Packages are mailed via FedEx Express or USPS Priority Mail depending on destination and address. Orders ship Monday – Friday.



How much does shipping cost?

For orders going to the United States, shipping is free! For orders going outside the United States, additional charges apply: $1.00 for each letter or deed and $35.00 per Santa Letter Package.



What if something arrives damaged?

In the unlikely event an item is damaged in shipping, please save all shipping materials and contact our Customer Service Department. A customer service representative will provide you with instructions regarding replacement, credit or refund for the damaged item.



What if I need to make a return or exchange?

Santa Claus House will gladly exchange, credit or refund your purchase of any merchandise returned within 30 days of the purchase date, excluding shipping charges. (Please note: pre-packaged items and collectibles must be returned in their original packaging. Dated/personalized items are not returnable.)

To return, please send prepaid via UPS or insured USPS to:
Santa Claus House
Attn: Customer Service
101 St. Nicholas Drive
North Pole, AK 99705

Be sure to include a return address on the package.
Please enclose your instructions and contact information with the package. Once received by Santa Claus House, allow 5 business days for processing. If you have questions regarding your return or exchange, please contact our Customer Service Department.



In case of additional questions, please contact our Customer Service Department.