Questions parents ask about Dear Santa

Questions

How fast will I get it?

We show a live estimate next to the pay button (and again after you pay), based on how busy Santa's workshop is right now. On a normal day it's well under an hour; in the rush before Christmas it can take a few hours. Order by Dec 24 at noon PT for delivery by Christmas. Orders placed after that are still welcome, but the video may arrive after Christmas. If it hasn't arrived by the estimate, check your spam folder and then email us.

What do you do with my child's information?

We only collect a first name, age, a good deed, a wish, and, if you choose, a few fun details like favorite treat, and pet names, and only from the adult placing the order. We use it to make the video and letter, then delete your child's details from our order records as soon as we deliver. We keep your email only to send one reminder to save your files. Your files stay available until January 7 after Christmas (or 14 days after delivery, if that's later) so you can download them, then they're deleted automatically.

Will Santa promise my child a specific gift?

Never. Santa says he's written the wish down and the elves will do their best, so you stay in control of Christmas morning.

Can I order for more than one child?

Yes. Add up to 3 extra children for $9.99 each. Each child gets their own separate video with their own name, good deed, and wish (not a group video). With the Christmas Bundle, each child also gets their own letter, Nice List certificate, and coloring page.

What if I'm not happy?

Love it or your money back. If you don't love it, for any reason, email help@dearsantavideo.com (or reply to your delivery email) within 14 days of delivery and we'll refund you in full, no questions asked. A refund always covers the whole order, including any extra children. If something's wrong, like a mispronounced name, we can also remake it for free. See our refund policy.

Can I print the letter?

Yes. The bundle includes print-ready US Letter PDFs. It looks great on cream or textured paper. The bundle also comes with a personalized coloring page with your child's name, ready to print on regular paper and color in.

Can I see a sample first?

Yes. Watch Olivia's sample video on our home page to see and hear exactly what your child will get.

Can I download it and keep it forever?

Yes. Download your video (and your PDFs, if you got the bundle) from the email link and it's yours to keep. We delete our copy on January 7 after Christmas (or 14 days after delivery, if that's later), and we'll email you a reminder a few days before, so please save it to your phone or computer.

Is it safe and appropriate for kids?

Yes. Every video is G-rated and gentle: no scary moments, no ads, and no product plugs. Every name and detail you enter is automatically screened for inappropriate language before Santa says it. Just Santa, warmly talking to your child.

Can I buy it as a gift for my grandkids or someone else's child?

Absolutely. Anyone can order: parents, grandparents, aunts, uncles, family friends. The link comes to your email, so you can forward it to the family or play it together.

Can I time it for Christmas Eve or a special moment?

Yes. Your video arrives by email, and you choose when to play it: Christmas Eve, breakfast, or any moment that feels right. Your files stay downloadable until January 7 or 14 days after delivery, whichever is later (we'll send you a reminder).

How do I make sure Santa says the name right?

Use the optional "Unique first name? How do you say it?" box under your child's first name, and spell the name the way it sounds. For example, type "Joaquin" as the name and "wah-KEEN" in the box. Santa says it the way you spelled it out, and the letter, certificate and coloring page keep your real spelling. If Santa still says it wrong, email help@dearsantavideo.com and we'll redo the video for free.

What devices does it play on?

Any phone, tablet, or computer. It's a standard MP4 video, so you can also show it on your TV like any other video.

Is my payment secure?

Yes. Checkout is handled securely by Stripe, a trusted payment company, and accepts major credit and debit cards. We never see or store your card numbers.

How do I contact you?

Email us at help@dearsantavideo.com and we usually reply within a day.

Is there a free version?

No. Dear Santa is a paid, one-time purchase starting at $14.99, with a 14-day money-back guarantee. You can watch a full sample video for free on our home page before you buy.

What is the latest I can order for Christmas?

Order by Dec 24 at noon PT for delivery by Christmas. Orders after that are welcome, but the video may arrive after Christmas.

What ages is it for?

It is made for children who still believe in Santa. You can pick any age from 1 to 17, and Santa's wording adjusts for little ones, school-age kids and older kids.

Does it come in other languages?

Not yet. Videos are in English only this season.