Q. When will my letter arrive?

A. Due to high volume, letters will be mailed daily up to 3 days before Christmas. In the unlikely event of your letter being lost or late, we offer a full money back guarantee. Remember, letters must be received by December 12th to receive the Northpole "official" postmark.  We will include an "unofficial" Northpole Postmark after that at.  

Q. Can I place international orders?

Yes, although we would recommend that you order your letter as far in advance as possible to avoid any disappointment. Please email us at elves@santaclauseletters.com for prices regarding international shipping. 

Q. How old does my child have to be to receive a letter from Santa?

A. There is no age limit. We have letters for all people of all ages.

Q. What is the latest date you will accept orders?

A. December 20th

Q. Is your order system secure?

A. Yes, it is. If you need further information please see our Privacy Statement in Terms & Conditions.

Q. What forms of payment do you accept?

A. We currently only accept Paypal as form of payment. As we are an Internet only company, we can only accept payments online.

Q. How long does it take to receive my letter?

To ensure all letters arrive in time for Christmas, all letters ordered prior to 30th November will be sent out by 2nd class post or airmail on the 1st December. Letters ordered after 1st Dec and prior to the final postal date for your destination will be sent out within 4 business days.

Q. What happens if my letter does not arrive before Christmas?

We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee.

Q. Do you offer a money back guarantee?

A. Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30-day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter(s) for a full refund. Your 100% satisfaction is our goal.

Q. What can I do if I don't like my letter?

We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us at elves@santaclauseletters.com with your order number.

Q. Can I change a letter once I've ordered it?

Yes. Please email your at elves@santaclauseletters.com with order number and your change request.

Q. Why do you need my child's age?

Our letter has been specifically designed to incorporate your child's age.

Q. What are you going to do with the personal information I have provided you with?

We will never pass on this information to a 3rd party unless you have given us permission to do so when placing your order. Should you grant us this permission it would only be to receive Santa alerts for the upcoming Christmas Season. Your information will not be used in any other way.

Q. Why have I been charged by credit card before the letter has been sent?

This is to verify the payment in time to avoid any problems or delays during the busy dispatch period. 

Q. I cannot find the answer to my question - how do I contact you?

Please e-mail us a elves@santaclauseletters.com. We have 24-hour online support so your email will be replied to the same day.