This is where the true, heirloom magic begins. We depend on the unique, loving details you provide in the personalization form to ensure every letter is crafted precisely for your child.

The more specific and genuine the details you share about their splendid moments—their recent accomplishments, special interests, or acts of kindness—the more everlasting the magic becomes.

We take no creative license; we simply use the cherished information you provide to deliver an unforgettable experience that confirms your child's belief that Santa is truly watching over them.

Your input is the final, essential element that ensures this Christmas moment is deeply personalized and truly authentic.

Because every letter is written from scratch and personalized just for your child, our elves need a 5 to 7 business day crafting window here in the workshop to work their magic. This time allows for the custom writing, the foiling, the final wax seal, and the careful packing!

Please allow for standard mail transit time on top of this personal crafting process.

Absolutely! The elegant structure and heartfelt writing style you see in our samples are guaranteed. Think of that quality as our workshop's signature. The content, of course, will be completely unique—written from scratch with your child's personal details—but the high-quality writing is always the same.

The magic of a live Santa Call is greatly enhanced by the unique, loving details you entrust to us in the personalization form. To deliver a truly authentic and unforgettable conversation, the more specific and genuine the information you share, the more meaningful the connection becomes.

We ensure Santa is prepared with these cherished details—their recent accomplishments, special interests, or acts of kindness—so that the moment he speaks, your child instantly recognizes that he knows them personally. This preparation transforms the live service into an everlasting memory that confirms your child's belief that Santa is truly watching over them. Your input is the essential element that guarantees a deeply personalized and authentic experience.

It depends on your family! The 5-minute "Merry Minute" call is designed for one child and a perfect, focused moment of magic. The 10-minute "North Pole Call" is best for families with 2–3 children, as it allows Santa (Robert) time to chat individually and create a deeper, un-rushed connection with each of them.

Santa (Robert) is an expert at guiding conversations! He reviews the details you provide and is ready with stories and gentle questions to fill any quiet moments. Even if your child only whispers, he ensures they have a comfortable, magical experience.

We manage that for you! Our Head Elf will send you a text message 5 to 10 minutes before Santa places the call. This is your "Heads Up" so you and your child can be ready for the magic!

Yes, absolutely! For your child's comfort, to ensure you share this precious memory, and to make sure the connection is smooth, we require that a parent or guardian be nearby for the entire call. You are the "Head Elf" on the ground!

Please be a 'Head Elf' and double-check your questionnaire before submitting! We will craft your magic based on the exact spelling you provide, so we cannot offer refunds for typos in the original order. (If you spot a mistake right after ordering, email us at santa@santaclaus-live.com with your Order Number in the subject line immediately! We'll do our best to catch it before it goes to the elves!)

Our 'elves' get to work very quickly to start crafting your 'from-scratch' magic! If you need to cancel, please email us within 24 hours of placing your order for a full refund. After that 24-hour window, your magic is officially in production, and we are unable to offer a refund as the handcrafted, personal work has already begun.

We know that even holiday plans can change in a flurry! If you need to cancel or adjust your call time, a convenient link for both cancellation and rescheduling is provided within your initial appointment confirmation email.

We are pleased to offer a full refund as long as you use this link or let our workshop know at least 48 hours (two days) before the start of your 1-hour scheduled window. This gives our Head Elf just enough time to work some scheduling magic and offer that cherished, open spot to another child who is waiting.

We know that life with children is wonderfully unpredictable! If you need to reschedule, we are happy to move your call one (1) time for free. We just ask that you please notify us at least 12 hours before the start of your 1-hour window.

This is our "sick toddler" rule, and it gives us just enough time to adjust Santa's busy schedule. You can access the rescheduling link directly within your original appointment confirmation email.

This is the one that makes Santa sad. We are so sorry, but we are unable to offer a refund or a free reschedule for missed calls ("no-shows") or rescheduling requests made with less than 12 hours' notice. When this happens, Santa (Robert) was in his studio, with your child's file in hand, excitedly waiting for the call. Because that special, personal time was held just for them, we are unable to offer a refund for missed appointments.

Please email us as soon as possible at santa@santaclaus-live.com with your Order Number in the subject line. We'll get back to you right away.

The trust between you, your child, and the North Pole is the most sacred part of Christmas magic, and we protect it fiercely.

My Naughty & Nice List is legendary for a reason—we are very serious about secrecy! The personal details you share are for my eyes and for the eyes of my trusted elves only for the purpose of creating your magical order.

In the modern world, even Santa's workshop partners with a few specialized "master-elves" to help create the magic! To make your letters, certificates, and videos so special, we use a few trusted, world-class partners who are all sworn to North Pole secrecy. For example:

• We use Canva to help our elves design the beautiful, sparkling certificates.
• We use Runway to provide the enchanted, magical "camera" for our video messages.
• We use Google Docs as our secure, private "letter-writing" desk.

These partners are only used to create your order. Your family's personal information is never, ever sold or used for any other purpose.

My Head Elf has written all the formal details down in our official North Pole Privacy Policy (you can read it [here]!), but our promise to you is simple: your belief is in the safest, kindest hands.

You can contact us through our contact page! We will be happy to assist you.