Frequently Asked Questions

Once your order has been submitted, you will receive an email confirmation containing your order reference number. Please check your junk or spam folder if it’s not in your inbox.

Payment will be taken in full at the time of ordering. The prices listed on the site are in USD. We reserve the right to change any advertised price at any time.

Unfortunately, we do not deliver outside of North America at this time.

We use the latest web security technology and do not store any personal identifiable information. Your contact details are only used for us to keep you up to date with your order. We do not sell information to third parties. Please check out our privacy policy for more information. Our payment processor Stripe is an industry leading secure platform for taking and receiving payments. Stripe uses 128-bit encryption (the highest level commercially available) to ensure your information is secure and safe.

In the rare instance that your letter is lost in the mail please contact us by email at [email protected]. Have your order number ready. We will endeavour to get a replacement sent out immediately, free-of-charge.

If you are ordering a number of letters to your household, on rare occasions they may not all arrive on the same day. To avoid disappointment, we advise you to wait until all letters arrive before handing them to your little ones.

To ensure that each order is delivered to your little ones safely and without damage, each order will arrive to you in a separate non ‘North Pole’ protective outer envelope. Simply remove the ‘North Pole’ envelope from the outer one and leave it in your mailbox for your little one to discover.

At this time we are only offering one child per letter. If you do add a second child in the letter it will not read correctly.

Santa Mails a Letter will cancel and refund your order if a notice is received prior to the letter being mailed. If a cancellation notice is received after the letter has been mailed Santa Mails a Letter will not refund the order unless a mistake was made on our behalf. If a mistake was made on your letter we will refund 100% of your letter order upon receipt of a photo or copy of the letter. Please email all cancellations to [email protected]

On our check out page, you will see a box for you to add your promo code. We allow for the use of one promo code only per order which may not be combined with other discounts.