Frequently Asked
Questions
Your North Pole Experience
Need a Little North Pole Help?
Your Questions, Answered.
We want creating Christmas magic to be easy. Below you’ll find answers to common questions about our Santa letters, personalized keepsakes, digital downloads, North Pole activities, accounts, shipping and more.
If you can’t find the answer you’re looking for, please visit our Contact Us page. We’re happy to help.
General Questions
What is Letters and Gifts from Santa?
Letters and Gifts from Santa is a Canadian-based Christmas website created to help families make the Christmas season more magical.
Our North Pole experience may include personalized Letters from Santa, Nice List Certificates, digital downloads, Christmas activities, games, stories, North Pole experiences, printable keepsakes and other seasonal surprises.
Some experiences are completely free, while others are available as paid digital or physical products.
Is Letters and Gifts from Santa just for children?
Not at all!
While many of our North Pole experiences are created with children and families in mind, Christmas magic has no age limit.
Santa letters and personalized Christmas surprises can also be created for teenagers, adult children, parents, grandparents, spouses, partners, friends and other special people in your life.
Sometimes the most unexpected Santa letter is the one that creates the biggest smile.
Can grandparents order a Santa letter or gift for their grandchildren?
Absolutely.
Parents aren’t the only ones who can create a little North Pole magic.
Grandparents, legal guardians and other caring adults may order Santa letters, certificates, keepsakes and other available Christmas experiences for children in their family or care, provided they have appropriate permission to supply any personal information required for personalization.
A personalized Letter from Santa can also be a wonderful surprise from a grandparent who wants to create a special Christmas tradition with a grandchild.
Can an adult send a Letter from Santa to their parents or grandparents?
Yes — and we think this could be one of the most delightful Christmas surprises!
Adult children can send personalized Santa letters or other eligible North Pole surprises to their parents or grandparents.
Imagine a grandparent unexpectedly receiving a beautiful Letter from Santa in the mail — perhaps reminding them that you’re never too old to be on Santa’s Nice List.
Our personalized experiences aren’t limited to children. Depending on the product, they can make thoughtful and lighthearted Christmas surprises for:
Parents • Grandparents • Adult Children • Spouses • Partners • Friends • Siblings • Coworkers • Teachers • Neighbors • Someone Spending Christmas Away From Family
Just make sure the personalization you choose is appropriate for the recipient and that you have permission to provide any personal information where required.
Can I send a Santa letter directly to someone as a surprise?
Where a product offers direct mailing, you may provide the recipient’s delivery address so the item can be mailed directly to them.
This can be especially fun when the recipient isn’t expecting anything from the North Pole.
Please double-check the recipient’s name and mailing address before submitting your order. Incorrect or incomplete information may result in delays or unsuccessful delivery.
Can I send Santa letters to several members of my family?
Yes!
Where available, you can order separate personalized experiences for different family members.
For example, a grandparent might order Santa letters for several grandchildren, or an adult child might surprise both parents with their own personalized North Pole messages.
Each personalized order should contain the correct information for its intended recipient.
Is there an age limit for receiving a Letter from Santa?
No.
A child’s first Santa letter can be magical, but so can a Santa letter received by a 40, 60, 80 or even 100 years old person.
Some people love Christmas because it reminds them of childhood traditions and family memories. A personalized Santa letter can be sentimental, funny, encouraging or simply an unexpected way to let someone know they are being thought of at Christmas.
At Letters & Gifts from Santa, we believe you’re never too old for a little Christmas magic.
Is this an official website operated by Santa Claus?
Letters and Gifts from Santa is a privately operated Christmas entertainment and ecommerce website created to provide imaginative Santa-themed experiences for families.
References to Santa Claus, the North Pole, elves, reindeer and other magical Christmas elements are part of the entertainment, storytelling and imaginative experience of our website.
Santa Letters & Personalization
How do personalized Letters from Santa work?
Choose the Santa letter or experience you would like and provide the requested personalization information.
Depending on the product, this may include details such as the child’s first name and other information needed to personalize the experience.
Please review all personalization carefully before submitting your order.
How much information should I provide about my child?
Only provide the information requested and necessary to create your selected personalized experience.
Please do not provide unnecessary sensitive information about a child.
For additional information about how personal information is handled, please review our Privacy Policy.
Who should submit a child's information?
A parent, legal guardian or another adult who has appropriate permission to provide the information should complete personalization requests involving a child.
By submitting information about a child, you confirm that you are authorized to provide that information for the requested service.
Can my child place an order?
Purchases and paid services should be completed by an adult who is legally able to enter into the transaction.
Parents and guardians are responsible for supervising children’s use of our website.
What if I make a spelling mistake in the personalization?
Please carefully review names, addresses and all personalization before submitting your order.
We create personalized products using the information you provide. We cannot guarantee that customer-submitted errors can be corrected after production has begun.
If you notice a mistake immediately after ordering, contact us as soon as possible with your order number. We will try to help if production has not already started.
Can I change a personalized order after placing it?
Contact us as quickly as possible.
If production has not started, we may be able to make a change. Once a personalized item has entered production, been generated, printed, prepared or mailed, changes may no longer be possible.
Please see our Refund, Cancellation & Personalization Policy for complete details.
Shipping & Delivery
Do you ship physical products?
Yes. Products identified as mailed or physical products will be shipped according to the delivery options and geographic availability shown for that product.
Digital products do not require shipping.
Where do you ship?
Shipping availability may vary depending on the product and destination.
The destinations currently available for a particular physical product will be shown during ordering or checkout.
Please review our Shipping & Delivery Policy for current shipping information.
Can you guarantee that my Santa letter will arrive before Christmas?
Order as early as possible.
Christmas is an extremely busy period for postal and delivery services. Estimated delivery dates are estimates unless a particular shipping service is expressly identified as guaranteed.
Weather, postal disruptions, carrier delays, incorrect addresses and other circumstances outside our control may affect delivery.
Seasonal ordering deadlines will be published where appropriate, but ordering before a recommended deadline does not necessarily create a guaranteed delivery date.
What happens if I provide the wrong mailing address?
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error, contact us immediately.
Once an order has been mailed or transferred to a postal or delivery service, we may be unable to change its destination.
Additional costs associated with reshipping an order because of an incorrect or incomplete customer-provided address may be the customer’s responsibility.
What happens if my order is delayed in the mail?
Once an order has been transferred to a postal or delivery service, transit times may be affected by circumstances outside our control.
Please contact us if your order appears unusually delayed and we will help determine what options may be available.
For complete details, please review our Shipping & Delivery Policy.
Digital Downloads
How do digital products work?
Digital products are delivered electronically rather than through the mail.
Depending on the product, you may receive access through your account, an email, a download page or another delivery method described at the time of purchase.
No physical product will be mailed when an item is clearly identified as a digital product.
Will I receive something in the mail when I purchase a digital download?
No, unless the product description specifically states that a physical item is included.
Please check whether a product is marked Digital, Printable, Download, Mailed, or Physical before ordering.
How long will my download remain available?
Availability may vary by product.
We recommend downloading purchased files promptly and keeping a personal backup copy where permitted.
We cannot guarantee indefinite access to previously purchased downloads, particularly if a product or service is later discontinued.
Can I share the digital files I purchase?
Digital products are generally licensed for personal, non-commercial use by the purchaser and their household unless the product specifically states otherwise.
They may not be resold, redistributed, publicly posted, uploaded to file-sharing services, altered for resale or presented as your own work.
Accounts & Family Profiles
Do I need an account?
Some parts of Letters and Gifts from Santa may be available without an account, while certain personalized features, purchases or saved experiences may require one.
Can I create profiles for more than one child?
Where this feature is available, a parent or guardian may be able to manage multiple child profiles from one adult account.
This makes it easier for families with several children to create separate personalized experiences without creating separate adult accounts.
Should my child create their own account?
No.
Where an account is required, we recommend that the account be created and managed by a parent or guardian.
Can I delete my account or request deletion of personal information?
You may contact us to request deletion of your account or personal information, subject to information we may need or be permitted to retain for legitimate business, legal, tax, fraud-prevention, transaction-record or other lawful purposes.
Please see our Privacy Policy for further information.
Orders & Payment
What payment methods do you accept?
Available payment methods will be displayed during checkout.
Payment must be successfully authorized before an order can be processed.
What currency are your prices shown in?
The currency applicable to your purchase will be identified on the website or during checkout.
Please review the currency and total purchase price before completing your order.
Will I receive an order confirmation?
For paid online orders, a confirmation will normally be sent to the email address provided during checkout.
If you do not see it, please check your spam or junk folder before contacting us.
I didn't receive my confirmation email. What should I do?
First check your spam, junk and promotions folders.
Also verify that you entered the correct email address when ordering.
If you still cannot locate the confirmation, contact us and provide enough information for us to locate the order. Please do not send payment-card numbers or other unnecessary sensitive financial information by email.
Free North Pole Welcome Pack
What is the Free North Pole Welcome Pack?
Our Free North Pole Welcome Pack is a collection of downloadable Christmas activities and surprises designed to help families begin their North Pole adventure.
The contents may change occasionally as we add new activities and experiences.
How do I receive the Welcome Pack?
Follow the instructions on the Free North Pole Welcome Pack page and provide the information requested there.
The pack is provided digitally, so you can download and print the included activities at home.
Can I print another copy for my other children?
Unless otherwise stated, our free family printables may be printed for personal use within your household.
They may not be copied for commercial purposes, resold, redistributed, uploaded to another website or platform, or offered as someone else’s product.
Teachers, organizations, businesses or other groups wishing to use or distribute our materials should contact us regarding appropriate permission or licensing.
Cancellations, Returns & Refunds
Can I cancel my order?
It depends on the type of product and whether processing or personalization has begun.
Contact us immediately if you need to cancel.
Personalized, generated, downloaded, printed or already-mailed products may have different cancellation or refund conditions from standard physical merchandise.
Can personalized products be returned?
Because personalized products are created specifically using information supplied for an individual recipient, they generally cannot be resold.
Return and refund eligibility therefore depends on the circumstances, the product and applicable consumer law.
If we made an error in producing your personalized item, please contact us so we can review the issue and determine an appropriate solution.
What if my order arrives damaged or we receive the wrong item?
Please contact us promptly and include your order number, a description of the problem and, where appropriate, photographs showing the issue.
We will review the situation and determine the appropriate remedy in accordance with our policies.
Please read our Refund, Cancellation & Personalization Policy for complete information.
Privacy & Safety
How do you protect children's information?
We aim to collect only the information reasonably necessary to provide the requested experience and use safeguards appropriate to the nature of the information.
Parents and guardians should provide only information that is necessary for personalization and should avoid submitting sensitive or unnecessary details.
Please read our Privacy Policy for a complete explanation of our information practices.
Do you sell children's personal information?
We do not sell or share children’s personal information.
Our Privacy Policy will explain the circumstances in which information may be processed by service providers that help us operate the website and provide requested services.
Should I enter private or sensitive information into Santa activities?
No.
Please do not submit unnecessary sensitive information, financial information, passwords, medical information or other confidential details through Santa letters, games, activities or personalization fields.
Emails & Communication
Will you send me marketing emails?
We may offer optional Christmas updates, North Pole news, activities, special offers and other communications.
Where consent is required, promotional communications are sent according to the consent choices presented when you sign up.
You can unsubscribe from promotional emails using the unsubscribe option included in those messages.
Transactional communications relating to an order, account, security matter or service you requested may still be sent when necessary.
Can my child subscribe to your emails?
Our email subscriptions are intended for adults.
Parents and guardians should manage email subscriptions and communications associated with their family.
Activities, Games & Interactive Features
Are the North Pole games and activities free?
Many of our North Pole activities may be available free of charge.
Other experiences, premium features, personalized activities or downloadable products may require payment.
Any charge will be disclosed before purchase.
Will you add new North Pole experiences?
We do not sell or share children’s personal information.
Our Privacy Policy will explain the circumstances in which information may be processed by service providers that help us operate the website and provide requested services.
Technical Questions
What should I do if a download doesn't work?
First try refreshing the page, checking your internet connection and trying the download again.
If you purchased a product and still cannot access it, contact us with your order number and the email address associated with the purchase.
What if part of the website isn't working?
Please contact us and tell us what happened, including the page you were visiting and the device or browser you were using if possible.
We appreciate being informed when something isn’t working properly.
Still Needs Help?
experience as smooth as possible.
