Frequently Asked Questions

Ordering

Shipping

Reprint / Resend

Refunds

Questions About Ordering

Can I pay for more than one letter at a time?

Yes. Once you have customized a letter to your liking, click the "Create a Letter" link to create an additional letter. All of these letters (complete or incomplete) will be visible on the "Review Order" page. You can click the "Remove" button on the "Review Order" page to remove the letter from your shopping cart.

I want to order a single letter for a family of two or more children. How do I do this?

Enter the children's names in the "First Name" field. Enter the last name in the "Last Name" field. Select "Multiple" for the age range and gender fields.

Can multiple letters be combined into a single envelope?

We apologize, we do not offer this option at this time. Each letter gets its own envelope.

Can I order the add-ons separately?

We apologize, we do not sell or mail these separately.

What shipping method should I select when I place my order?

For Best Results. We recommend you consult the following table when ordering your letter. This will give the recipient the best chance possible to receive their letter from Santa before Christmas:

October. Standard shipping OK.

November. Standard shipping OK.

December 1-15. Mandatory Priority Shipping minimum.

December 16-18. Mandatory Express / Overnight Shipping only.

When should I order my letter?

Order your letter as soon after October 1 as possible. This will save you shipping costs and the worry of wondering if your letter will arrive before Christmas.

Questions About Shipping

When are letters shipped?

The letters are shipped according to the following schedule:

October. Orders placed in October are shipped the Monday before Thanksgiving.

November. Orders placed in November are shipped the Monday before Thanksgiving. Thereafter, orders are shipped daily.

December. Orders placed in December are shipped within 24 hours.

Wrong Address. During the checkout process you will have the chance to recheck the shipping address. You are encouraged to do so. Orders with wrong or incomplete addresses may be assessed a service fee if the letter has already been sent.

Standard Shipping. Please allow 3-14 days for delivery.

Priority Shipping. Please allow 2-3 days for delivery. During December, we have found it to be more like 3-8 days. Tracking number is available upon request.

Express (Overnight) Shipping. Please allow 1-2 days for delivery. Tracking number is available upon request.

Why did only one letter arrive when I ordered two or more for the same household?

Multiple letters to the same household are delivered to the post office at the same time. After that, it is not unusual for one letter to show up before the other letter(s). Be prepared to tell the "forgotten" child that Santa did not forget them, and that their letter will be arriving shortly.

Is overnight shipping available?

Yes. This shipping method is available on the shopping cart page. Click "Review Order" to add it to your letter.

If I don't receive the letter by the reprint / resend cut off time, will you overnight a letter to me?

No. We do not overnight letters unless you paid for it.

If I don't receive the letter by Christmas, will you overnight a letter to me?

No. We do not overnight letters unless you paid for it.

Questions About Reprints and Resends

My letter arrived damaged. Can it be reprinted and resent?

Yes. Please confer with Live Help.

Questions About Refunds

How do I get a refund?

To receive a refund, please return the entire letter package to our office by January 31. Once we receive the letter package, you will be refunded for your purchase. For double charges, please alert Live Help to the situation.

Since my letter arrived after Christmas, can I get a refund? I even paid for priority shipping ten days before Christmas!

During December, letters are mailed out within 24 hours. Priority Shipping under normal conditions is 2-3 days, but we have seen Priority Shipping take as long as 10 days during December. To receive a refund, please return the complete letter package to our office by January 31. Once we receive the letter package, you will be refunded for your purchase.

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770 E. Main Street, Suite 125, Lehi, UT 84043
801-901-7014

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