FAQ - North Pole Answers

What is a "Letter from Santa"?

A Letter from Santa is a personalized, festive message sent directly to your child (or loved one) from the North Pole! Each letter is customized with details you provide - such as the recipient’s name, age, caregiver names, teacher’s name, and friends’ names - to create a magical experience they'll never forget.

How do I personalize the letter?

During checkout, you'll fill out a short form with:

  • Recipient’s name
  • Age
  • Caregiver name / a person who is ordering the letter name
  • Teacher’s name
  • Friends’ names

We use this information to craft a unique, heartwarming letter from Santa himself!

What’s included in the package?

Each standard letter includes:

  • A personalized letter from Santa printed on festive stationery
  • A Nice List Certificate
  • A Secret Santa Seal (real wax seal)
  • A lost button from Santa Claus’s suit (real!)
  • Mrs. Claus’s special cookie recipe (the oldest known recipe!)
  • A North Pole Map for coloring and added magic
  • A special bookmark with a note about the importance of believing / A door hanger so Santa knows where to land on the special night
  • A North Pole postmark, “Important” and “Confidential” stamps, holiday stickers, and tags

Is this suitable for all ages?

Absolutely! While most letters are designed for children ages 2–18, we can tailor them for anyone who believes in the magic of Christmas.

Can I order for multiple children?

Yes! We offer packages for 1, 2, and 3 children. Be sure to fill out each child’s name in the personalization section. Depending on the package, you’ll receive:

  • One letter with all children’s names and shared details (friends, teachers, etc.)
  • Individual Nice List Certificates and bookmarks / door knob hangers for each child
  • One North Pole Map
  • One Santa’s button
  • One Mrs. Claus cookie recipe

When will the letter arrive?

Letters are mailed starting in October and continue through late December. You’ll receive a confirmation email once your letter ships.

  • Order processing takes 2 business days
  • Shipping typically takes 4–6 business days

Note: Delivery times may vary depending on your location and shipping carrier service.

What’s the deadline to order?

To guarantee delivery before December 24, all orders must be placed by December 18.
Late orders may still be processed, but delivery before Christmas is not guaranteed.

Do you ship internationally?

We are based in Canada and currently ship only to Canadian home addresses.

Can I make changes to my letter?

Yes! If you need to make changes, please contact us via the “Contact Us” section.
Changes can be made before your tracking number is issued.

Are letters available in other languages?

At this time, our letters are only available in English.
However, if you’d like to provide your own translated text, we’ll print it on our festive stationery and send it to the requested address. Please contact us via the “Contact Us” section.

I haven’t received my order confirmation email.

Please check your spam/junk folder.
To ensure future emails arrive safely, add “Letters From Santa Canada” to your approved sender list.

Can I request a different font?

Unfortunately, we’re unable to accommodate font change requests, as our letters are thoughtfully crafted with attention to detail and consistency.

What is your refund policy?

Each of our creations is handmade with love and personalized just for you, which means we’re unable to offer refunds for change-of-mind purchases. However, if your order arrives with a personalization error or has been damaged in transit, please reach out to us through the 'Contact Us' form—we’ll be happy to make things right.

What if I have a question or issue?

We’re here to help! Reach out via email or our contact form, and our elves will respond within 24–48 hours.

How does Santa keep track of who's naughty or nice?

He outsourced it to a team of squirrels with clipboards. Very efficient.