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Customer Support: F.A.Q.s
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 Instant Letters From Santa

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Customer Support: F.A.Q.s

Q: How do I place an order?
A: Ordering is very simple! Just follow these easy steps.

  1. Add items to your cart.
  2. Click CHECKOUT button.
  3. Existing customers can login, or new customers can add their customer details.
  4. Select your billing & shipping options (shipping only for mail products).
  5. Personalize your products and complete your order!

You're all done! Additional instructions are listed on your order success page specific to products purchased, and an order confirmation email is sent to you.

Q: Do you accept orders for customers outside of the continental United States?
A: We do accept offers for customers outside of the United States for our instant product line, but not for our mail products. This is due to the fact that its impossible for us to a) guarantee receipt before Xmas and b) cover postage charges to outside of USA, which are much more expensive.

Q: What if I am outside of USA and placed a mail order anyways. What are my options?
A: We can convert these to instant products for you, or can give you a refund.

Q: What methods of payments do you accept?
A: We accept Visa, MasterCard, and Paypal.com. We offer Paypal.com as a payment option, but you do NOT need to have an account in order to checkout using your credit card of choice.

Q: When will I receive my order?
A: Orders placed with our online store will be shipped on the next business day. Any mail product orders placed by December 16th, are guaranteed to be received by December 24th.

Q: What is your guarantee if I do not receive my mail products by December 24th?
A: Any mail product orders placed by December 16th within the continental United States, are guaranteed to be received by December 24th. If for any reason you do not receive your mail products by then, please contact us back via our contact us page and be sure to include your order number. We will gladly either offer you another year round product at no additional cost, or give you a refund.

Q: Who will be delivering my Order?
A: All orders ship usually using USPS 1st class mail or Priority.

Q: Will the mail products be addressed to me or my child / person they were personalized for?
A: All items are addressed to the person on the shipping address you included. If you wish for this to differ, please use your child's name in the shipping address, or indicate that in the comments box during your order.

Q: Can you personalize a message on the Signed Santa Photo?
A: Absolutely. Please indicate how you would like the Santa Photo addressed or any special message within the order comments box, and we will gladly do that for you. (note: Santa photos are an option with mail products).

Q: What if I entered wrong information when personalizing my products?
A: Not a problem! Simply visit our contact us page, fill out the form, include your order number (sent via email), and tell us specifically what needs to be changed and we will gladly revise it for you.

Q: Can I make revisions to my personalized products myself?
A: Unfortunately due to the nature of these products to avoid abuse of our system, any revisions you would like done need to be reported to us and we will gladly take care of that for you.

Q: How do I access my instant letter / certificate?
A: Upon completion of payment, you will be taken to an ORDER SUCCESS page which has a button for DOWNLOAD. Click on that to download your instant products. If for any reason you miss that button, you can still access it at anytime by going to MY ACCOUNT > ORDER HISTORY > then click on order of choice, and the download button will be there.

Q: Why can't I access my instant letter / certificate after making payment?
A: If you made payment via paypal.com and you setup a new paypal.com account and have not yet verified it, paypal.com will not complete the order until you verify your account with them, which once that is done it notifies our website immediately, then you will get an email confirming this, after which you can login anytime following instructions above to access / print your instant products. You can tell if this is the case immediately by logging into paypal.com and looking at the right hand column. If you see a message indicating "please verify your account", then the funds were held by paypal.com until you complete address verification. Typically verification takes several days by them making two small deposits into your bank account, which you will then enter those amounts into paypal.com to confirm your account. If after several days you still don't see these deposits, call them up to discuss options to have them release funds to us so you can access your instant products. If you have any issues working with paypal.com on getting funds released, please contact us with your name and order number via CONTACT US inquiry form, and we will do our best to get this worked out with them for you.

Q: If I placed my order for PRINT letters / certificates before December 16th, are my letters guaranteed to reach me before Christmas?
A: Correct. All orders for print products from customers within the continental United States received before December 16th, are guaranteed to reach you before December 24th. If you don't receive them for any reason, i.e. in cases where the post office looses them, we will gladly give you the option of getting you equal number of instant letters / certificates, or refund your money in full. Contact us if you have any concerns.

Q: How do the mail product post marks appear?
A: If your order is placed before December 10th, then the post office will add their own official North Pole postmark onto the envelope. If after, then we will use our own North Pole postmark stamp. However please be aware in that event, your letter may also have a second postmark from our local post office. Unfortunately we don't have any control on this, due to USPS indicating they only do the North Pole postmarks up to December 10th.

Q: Who can I contact for further assistance or questions?
For additional assistance, visit our contact us page.

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