Santa's Club FAQ

Frequently Asked Questions

• How long is a Santa's Club visit?

  The days of waiting in line for hours at the mall, only to receive a rushed 30 second visit with Santa are over!
  
  For our live video conversation packages, Santa is all yours for a full 5+ minutes!  If you want to treat your family to more time with Santa, you will have the option to upgrade and double your time with Santa at checkout.
  
  Personalized video messages from Santa are approximately 2-3 minutes long. 

• How is Santa’s Club different than an in-person visit at the mall?

  It’s More Convenient: The days of piling kids into the mini-van to stand in long and crowded lines are over. You can now meet with Santa from the comfort and safety of home.
  
  You’ll Get More Time with Santa:  The typical mall visit will set you back 2-3 hours while your child is rushed through their 30 second visit. With Santa’s Club, jolly Saint Nick is all yours for a full 5+ minutes with an option to upgrade and double your time with Santa at checkout.  Plenty of time for laughter, smiles, and priceless new memories.
  
  It’s Personalized:  With Santa’s Club you’ll have the opportunity to share information about your child ahead of time such as their name, best friend, favorite TV show, what they want for Christmas etc… Santa will craft these details into a personalized experience that will surprise your child and leave them with a sense of awe.
  
  It’s More Realistic: Your Santa’s Club visit will be broadcast live from Santa’s cabin in the North Pole. You’ll never have to answer questions such as, “What is Santa doing at the mall, shouldn’t he be in the North Pole?”
  
  It's Not Creepy: Your child will feel safe and you won’t have to ask them to sit on a complete strangers lap. You can now visit with Santa while wearing your favorite pajamas and sipping hot cocoa.

• What is included with the mailed invitation from the North Pole? When will it arrive?

  The Complete Santa's Club Experience begins with a mailed invitation from the North Pole welcoming your child into Santa's Club.  The invitation includes a personalized envelope with your child's name, Santa's premium silver seal, a whimsical letter from Santa, and a magical wristband (snap bracelet) to encourage them to be on their best behavior throughout the Christmas season. 
  
  The standard package comes with ONE invitation (personalized for ONE child).  You will have the option to purchase extra invitations for additional children during the checkout process. 
  
  Priority 3 Day Shipping with Tracking ($12 value) is included with your order.  This package is available to US residents only.
  
  When Will My Invitations Arrive?
  
  For the 2023 holiday season, we will begin shipping invitations on November 1st.  Priority UPS shipping with tracking ($12 value) is included with your order and enables delivery within 5 business days.  You will receive a UPS tracking number when your package is on its way!

• On what dates will virtual visits with Santa be offered?

  Visits with Santa will be offered Friday, November 20th to December 25th, 2023.  Santa's schedule will fill up quickly, so we recommend booking your visit as early as possible!

• How many children can attend a virtual visit? What if I have more than 3 children?

  Live video conversations with Santa are designed to accommodate up to three children.  If you have more than three children, they can still participate, however we recommend adding extra time to your visit to ensure Santa has enough time to deliver a personalized experience for each child.
  
  Video messages from Santa are designed to accommodate one child to ensure a highly personalized message just for them.
  
  You will have the option to share details about your child during the sign-up process (name, age, best friend, what they want for Christmas, and more!) and our experienced Santa's will tailor a message just for them!

• How do I send a Santa's Club Gift Certificate?

  Your search for the perfect holiday gift is over! Every package at Santa's Club can easily be shared as a gift certificate. Get started by visiting our gift certificate page,

• What is your rebooking policy?

  Santa's Club understands that families are busy, especially around the holidays!  Our flexible rebooking policy allows you to reschedule your appointment with 48 hours notice.  Simply click the reschedule link in your confirmation email and select a new timeslot.
  
  Please keep in mind that Santa is very popular and has limited timeslots.  Please reschedule as early as possible to ensure we can accommodate your request.   

• How does Santa's Club ensure a personalized visit for each child?

  Our goal is to make your child's visit with Santa as magical as possible.  During the sign up process you will have the opportunity to share as little or as much information about your child(ren) as you would like...  The more you share, the more personalized Santa can make your visit!

• What does a virtual visit with Santa look like?

  Your visit will be broadcast live from Santa's home in the North Pole.  All of our Santa's are outfitted with HD cameras and light rigs to ensure the highest quality visual experience. 

• What did Santa say to Mrs. Claus?

  It's going to reindeer ;-)

• How can I make sure I am best prepared for my virtual visit?

  We know your family is excited for the big day, and so are we! Our mission is to ensure you have a flawless visit with Santa, and we ask that you take the following steps to be prepared for your appointment:
  
  1) Make sure your child's personalized information is up to date by clicking the "Update Child Information" link in your confirmation email
  
  2) Complete your tech check to ensure our video conferencing platform works on your device to minimize potential connectivity issues on visit day.
  
  3) In a small amount of visits (<2.5%) , there may be a connectivity issue that prevents your family from connecting with Santa.   Not to worry, Santa's Club has your back!
  
  In the unlikely event that you do not connect with Santa, please let the Elves know by submitting a ticket on our Contact Us page. Be sure to select "I was unable to join my live visit with Santa, please help!" and share as much details as possible. Santa's Elves will respond quickly to help you rebook your appointment.
  
  In some instances, Santa will be able to call you and let you know he cannot see you.  Please be sure to lookout for any calls from No Caller ID as that's probably Santa!

• When will my keepsake video arrive, and what does it include?

  Shortly after your visit we will email you a keepsake video of your live visit with Santa so you can easily share your new memories with your family and friends! You can expect it to arrive within 48 hours of completing your appointment.  Please be sure to tag @santas.club on Facebook and Instagram!

• Do I have to install any apps or software to join my visit?

  
  Nope! We've made it super simple for you to connect with Santa. Simply click the meeting link in your confirmation email and it will connect you directly to Santa through your web browser.  That's it!
  
  All you need is a working webcam, microphone, and high-speed internet connection! We'll take care of the rest.

• Can my baby or toddler visit with Santa? What about grown-ups?

  
  Santa’s Club is for everyone!  We invite children of all ages to participate in the magic of Santa's Club, even the wee ones.  Dress them up in an adorable holiday outfit and share your keepsake video with all your loved ones.  Consider it your new interactive Christmas card for the holiday season.
  
  As for you grown-ups, we all need some comic relief and joy in our lives, especially as we get older! We invite you to treat your inner child with a special gift while re-living your favorite Christmas memories.

• Can family members in other locations join my virtual visit?

  While we would love to give you the ability to invite family members in other locations, Santa has asked us to limit the experience to one household to ensure the highest possible video streaming quality.
  
  We will be sure to send you keepsake video from your visit so you can easily share your precious new memories with your family and friends!