Questions Before Ordering

1. How do I place an order using Check/Money Order?

You can send in your order by selecting "Check/Money Order" as a payment method. After placing an order, you will get your order# on the final page on our website, and via eMail. Please send in your check/money order and print/write your order# on it, and make it payable to "Santa And Me Inc." You can send the cheque/money order in the regular mail to the following address:

SANTA AND ME
ATTN: ACCOUNT RECEIVEABLE
5811 - 46th St SE
Calgary, Alberta
T2C4Y5
Canada

Your order will be in the "On Hold" status until we receive your Check/Money Order. Once the Check/Money Order is cleared, we will start the processing of your order. It will take 2-5 business days before you get your shipment. We will advise you on your tracking# via eMail.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

2. How do I place an order using an eMail Transfer?

You can select an "eMail Transfer" as your payment method. After placing an order, you will get your order# on the final page on our website, and via eMail. Please send in your eMail Transfer to sales@santaandme.ca and add your order# in the notes section. Please note that you do not have to create a question/answer because all eMail transfers are automatically deposited into our account.

Your order will be in the "On Hold" status until we receive your eMail Transfer. After the funds are received, we will start the processing of your order. It will take 2-5 business days before you receive your order. After your order is shipped, we will advise you on your tracking# via eMail.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

3. How do I change the shipping/billing address?

Login to your account by clicking on "My Account" and then enter your account eMail and password (If you have not done it yet). Once logged in, click on "My Address Book". Here you can either EDIT, ADD or DELETE addresses.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

4. When is the last day in Dec to guranratee delivery before Christmas?

You can visit our Shipping Information section to get the general idea on our transit times.

And If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

5. Why doesn't Santa & Me® take phone orders?

We prefer not to take phone orders, due to personalizing that needs to be done. In certain situations we can take phone orders.

Please eMail us or Call us at 403-764-4590 , and talk to one of our representative.

6. Is your website secure?

You should be able to see the SECURE box or padlock in the address bar (before it reads https://www.santaandme.ca) which means that the data between you and us is encrypted. Please feel free to visit our Privacy Policy section to get more information.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

7. Can I get different colour of hair or eyes?

We try our best to satisfy our customers to their specific needs, please send us an eMail and confirm with us if the customization is possible. After we confirm that the customization is doable, please add your request in the notes section of the item along with "spoken already".

If you still have questions, please feel free to eMail Us or Call us at 403-764-4590

8. Can I change my order after it has been submitted?

Please try to reach us ASAP by eMailing Us or by Calling us at 403-764-4590, we might be able to fix the issue.

You can also login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

Please note that we will not be able to make any changes if the shipment has been picked up by the courier.

Questions After Ordering

9. I made a typo in my order, how can I fix?

Please try to reach us ASAP by eMailing Us or by Calling us at 403-764-4590, we might be able to fix the issue.

You can also login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

Please note that we will not be able to make any changes if the shipment has been picked up by the courier.

10. How do I change an incorrect shipping address?

Please try to reach us ASAP by eMailing Us or by Calling us at 403-764-4590, we might be able to fix the issue.

You can also login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

Please note that we will not be able to make any changes if the shipment has been picked up by the courier.

11. Can I cancel my order?

Please try to reach us ASAP by eMailing Us or by Calling us at 403-764-4590, we might be able to cancel the order.

You can also login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

Please note that we cannot cancel your order, if the shipment has not been picked up by the courier.

12. Why was my credit card charged when I just placed the order?

Orders are charged immediately after you "just" place the order. Credit cards are processed automatically in a "Secure-SSL" environment with the most up-to-date encrption. We at Santa And Me, do not store any Credit Card information.

If you still have questions, please feel free to eMail Us or Call us at 403-764-4590

13. When do you ship out my order?

During the Christmas season, order processing can take upto 72hrs provided if all information has been received correctly. If for any reason we have a question about your order, or we feel like you have made a typo on your personalization, or we didn't receive any personalization, or if we are out of stock on some item that you ordered, we will try to reach you by eMail, text message and/or by calling you on your provided telephone number to resolve the issue before we ship out the order.

Please note that during this time, we will place your order "On Hold", until the issue is resolved.

We want to make everything right before sending out your order, so please work with us to resolve it ASAP. Thank you for your understanding. Please note that we do not ship out orders on Saturday or Sundays.

If you still have questions, please feel free to eMail Us or Call us at 403-764-4590

14. How long does it take for the order to arrive?

Time in transit is the estimated number of business days from our facility to your provided address. Saturday and Sunday's are not considered business days by our couriers. When estimating the arrival of your order, please consider that our Head Office is in Calgary, Alberta. If your order is shipped by Priority Mail, the Courier Office(s) tells us that it should arrive in 1-7 business days. For more information on transit time please visit our Shipping Information section.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

15. I placed my order but didnt get any order eMail?

Our servers are in Montreal, Quebec Canada. The minute you place the order or create your account, it automatically send out an eMail. If you didn't get your order eMail, it is most probably because you have a spam filter set high or you gave us an incorrect eMail address (about 20% of all online shoppers mistakenly type in an incorrect eMail address). Please also check your:

Spam Folder
Junk Folder
Clutter Folder

You can also log into your account and click on "My Orders" to see if your order even exist. If you see your order by logging into your account, but still haven't received our eMail within 5-minutes of placing your order, please reach us ASAP by eMailing Us or by Calling us at 403-764-4590.

Issues With The Order

16. I received a broken ornament, what should I do?

We are very sorry this happened.

Please login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

If you don't want to create a ticket, please send us an eMail by Clicking Here. Please add your order# and tell us which ornament(s) is to be replaced by giving us the SKU#, which is either one or two letters followed by some numbers. We would also like to know where it was broken, so please send us a picture of the broken ornament to process the replacement timely. When we ship your replacement, we will send you an eMail with a new tracking#. If we have questions, we will be in touch with you via eMail or phone or text message.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

17. I received incorrect personalization on my order, what should I do?

We are very sorry this happened.

Please login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

If you don't want to create a ticket, please send us an eMail by Clicking Here. Please add your order# and tell us which ornament(s) is to be corrected by giving us the SKU#, which is either one or two letters followed by some numbers. Please send us a picture of the misspelled ornament to process the replacement timely.

Please note that if the mistake is from our side, we will send the replacement free of cost. If the misspell is from your side, then you have to pay for the replacement and the shipping cost.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

18. I received an incorrect ornament/order, what should I do?

We are very sorry this happened.

Please login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

If you don't want to create a ticket, please send us an eMail by Clicking Here. Please add your order# and tell us which ornament(s) is to be corrected by giving us the SKU#, which is either one or two letters followed by some numbers. Please send us a picture of the ornament(s) to process the replacement timely.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

19. I did not receive all my items, what should I do?

Its very unusual for it to happen, and if it has, we are very sorry that it happened to your order.

Please login to your account and look for the link "Help Desk", here you can create a ticket and we will process it accordingly.

If you don't want to create a ticket, please send us an eMail by Clicking Here. Please add your order# and tell us what item is missing.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

Large Order / Corporate Order

20. Does Santa & Me® offer any discounts on large orders?

Due to the nature of our business, we have to have a very trained staff to do the personalizing. We spend so many extra hours every year to train our staff to do it right. Saying that:

Following are the general things we would be looking into before we can offer any discounts:

- Your order must be over $500/-
- We need to know which ornament(s) you want?
- Are they all to be personalized the same, or each differently?
- Tell us what you want personalized on the ornament and if they are to be sent to the same address?
- Please note that there is no discount on "Custom Ornaments" as we don't charge any setup fee or sample fee.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

21. Does Santa & Me® offer any discounts on Corporate Orders?

Due to the nature of our business, we have to have a very trained staff to do the personalizing. We spend so many extra hours every year to train our staff to do it right. Saying that:

Following are the general things we would be looking into before we can offer any discounts:

- Your order must be over $500/-
- We need to know which ornament(s) you want?
- Are they all to be personalized the same, or each differently?
- Tell us what you want personalized on the ornament and if they are to be sent to the same address?
- Please note that there is no discount on "Custom Ornaments" as we don't charge any setup fee or sample fee.

If you still have any questions, please feel free to eMail Us or Call us at 403-764-4590

Still Have Questions?

22. Cant find the answer you are looking for?

Cant find the answer your looking for? We ALWAYS welcome any question you may have.
Please feel free to send us an eMail by Clicking Here or Call us at 403-764-4590