Returns and Exchanges

100% Satisfaction Guaranteed

Our primary goal is your 100% satisfaction. If you're not satisfied with you order for any reason at all, we'll repair, replace, or refund your order.

What if I would like to return my order?

If you are not satisfied with your order for any reason at all, please contact customer service at info@santasquarters.com for instructions. We will issue a return authorization number and a refund, minus the shipping cost and a 15% restocking fee. Please note that you must contact us within seven days of receipt of your order if you would like to return it. We will issue a refund or exchange once we have received the product(s). Items must be returned unused and undamaged in their original packaging and customer is responsible for return shipping via FedEx or UPS, including return shipping costs. Any fees, duties, or damages incurred by international shipments are solely the responsibility of the customer. We are sorry, but we do not accept unauthorized returns.

Can I cancel my order before it ships?

Yes, as long as your order has not shipped you can cancel it at any time. If you've paid by credit card there will be a 3% fee, and 5% for payment by check.

What if I would like to exchange a product?

If you would like to exchange a product, please contact customer service at info@santasquarters.com for instructions. We will issue a return authorization number and send you the new product(s) as soon as we have received the original order. Please note that you must contact us within seven days of receipt of your original order if you would like an exchange. Replacement orders must be placed separately. A 15% restocking fee applies to all exchanges. If there is a price difference, we will issue a refund minus the shipping cost and a 15% restocking fee as soon as we have received the original order. Items must be returned unused and undamaged in their original packaging. Customer is responsible for return shipping via FedEx or UPS, including return shipping costs. Any customs fees, duties, or damages incurred by international shipments are solely the responsibility of the customer. We are sorry, but we do not accept unauthorized returns.

What if I receive an item that is damaged or defective?

If a product is damaged or defective, we will gladly exchange it at no additional cost within seven days of receipt. If the product is no longer available, we will issue a full refund. Please make sure to inspect your order immediately upon receipt. We cannot accept items that are not in their original packaging as well as unauthorized returns. Please contact customer service at info@santasquarters.com if you have received a damaged or defective item before you wish to return it, and within seven days of receipt. We may ask customers for visual documentation (photo) of damaged merchandise and appreciate your understanding. We may also try to trouble shoot a problem before we send out a replacement product.

What if I am missing parts of a product?

Please inspect your order immediately upon receipt and contact us at info@santasquarters.com within seven days of receipt if you notice any missing parts.

I ordered products and used them for an event or photo/TV shoot, and want to return them.

We do not accept the return of used merchandise under any circumstances.

Now that Christmas is over... I'd like to return my order!

Please note that items cannot be returned, exchanged or refunded after December 23rd. We will of course honor warranties and repair or replace defective products for the length of the warranty (if applicable).

What if I refuse delivery of my order?

Please note that we automatically charge a $50 fee per box for deliveries that are being refused by the customer, plus the return shipping. We appreciate your understanding.