The elves, Mrs. Claus and Santa want to make your experience on our site as easy and pleasant as possible. If you don’t find the answer to your question below, please contact us here.
1. When will my order arrive?
We mail your letter from the North Pole between Dec 11th and Dec 14th to ensure your child’s letter is delivered before Christmas.
2. What if my letter does not arrive before Christmas?
While we have never had a letter not arrive before Christmas, if your letter does not arrive before Christmas, Desk of Claus will refund your money in full.
3. How are the letters delivered?
We would love to have Santa simply leave your child’s letter with their presents on Christmas Eve, but we want your letter to carry the North Pole postmark so we send your letters via USPS from the North Pole.
4. How can I get a coupon?
Mrs. Claus is notoriously generous, sometimes to the chagrin of Santa. She wants every child to get a letter from Santa so she loves giving out coupons and store credits. Just email her on our contact us page and request a discount and she’s likely to send you a coupon or store credit.
5. What do letters from the Desk of Claus look like?
Take a look at our Examples page to see several past letters sent to good little boys and girls.
6. I've placed my order, but I made a spelling or grammar error on the letter?
Yikes, we don’t want your letter to have an error on it! You can log in to your account and edit your letter up to Dec 10th. If you cannot log in to your account or cannot find where to make edits to your order, you can also contact us with your name, email, order number and what you would like changed. Please be specific, as only Santa is omnipotent here at the North Pole. The elves can only understand your change request if you spell it out to them like, “change ‘Xbox’ to ‘Playstation 4’ on order 2702”.
7. What type of payment do you accept?
We accept Mastercard, Amex, Visa and Discover. Our site is protected by a 256-bit SSL and our payments are processed through Stripe.
8. Is your site secure?
Yes, it is. Our site is protected by a 256-bit SSL and our payments are processed through the Stripe payment gateway. Your credit card information is NOT stored on our site. Moreover, our site uses both a hardware and a firmware firewall to protect what data is stored on our website.
9. I signed up for the newsletter. How do I unsubscribe?
While we send no more than 3 mailings per year, we understand that you may want to cancel your subscription at some point. Each of our mailings contain a legitimate unsubscribe link at the bottom left of the mailing.
10. I placed an order in October. Why haven't I received my letter?
We send out letters from the North Pole between Dec 11th and Dec 14th to ensure your child’s letter is delivered before Christmas. We do not want to send your child’s letter too soon – Santa doesn’t want to interfere with Halloween or Thanksgiving celebrations!
11. Since my order won't be delivered until December, how will I know that you got my order?
You will receive an order receipt upon payment that includes the information your submitted so that Santa can write your letter. You should receive this reciept within 1 hour of placing your order. You will also receive an email when your letter has been mailed, confirming that your letter was handwritten and mailed from the North Pole.
12. What is a Quantity Order?
If you need more than 15 letters, feel free to use the Quantity Order Wizard, which allows you to upload a csv file with your letter information instead of completing each letter’s order page individually. Unfortunately, we can only offer either randomly selected or a single type of paper for Quantity Orders and we cannot allow free form (100% customized letters) via the Quantity Orders Wizard. If you have an order of 50+ letters, we will be happy to assign an elf concierge to you, allowing you to order any paper style and any letter type. Please contact us using the Elf Concierge page here.
