Frequently Asked Questions

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Frequently Asked Questions

ordering & payment

HOW CAN I ORDER FROM SANTA'S QUARTERS™?

Order online 24 hours a day, 7 days a week from our secure site, www.santasquarters.com.

DO YOU HAVE A CATALOG?

We do not have a physical catalog as our inventory changes on a regular basis. All of our products are conveniently displayed on our website.

I NEED A LARGE QUANTITY OF A PARTICULAR ITEM. HOW MANY PIECES DO YOU HAVE IN STOCK?

Please send us an email at [email protected] and let us know exactly what you need (product names and quantities), and we will let you know if we have sufficient stock.

I WANT A PRODUCT THAT IS NOT ON YOUR WEBSITE (DIFFERENT COLOR, SIZE, DESIGN, ETC.).

If you do not see a product on our website, we do not have it. We either do not carry it, or it is sold out for the rest of the year.

The products in our physical store are separate from the products on our website. They are two separate companies. If you saw or purchased a product at our physical store that you would like to order or re-order, please call the physical store at 1-888-334-7527.

I AM MAKING A PURCHASE FOR A BUSINESS OR GOVERNMENT INSTITUTION. DO I NEED TO SET UP AN ACCOUNT FIRST?

We do not require anyone to set up an account with us.

SANTA'S QUARTERS DOES NOT PROVIDE:

- Product rentals
- Product installation
- Custom made merchandise
- Custom printing on products
- Reserving a product without payment

DO YOU CHARGE HANDLING FEES?

We do not charge any handling fees.

DO I HAVE TO PAY SALES TAX?

Sales tax is only charged to Louisiana residents.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard, American Express, and Discover credit cards. We charge all credit cards prior to shipping. We accept business checks, government checks, money orders, and wire transfers for commercial orders only. We cannot accept personal checks. Checks must clear before shipping.

Please contact customer service at [email protected] if you have questions about your payment options.

CAN I PAY FOR MY ORDER BY C.O.D. (CASH ON DELIVERY)?

We do not offer C.O.D. payment.

DO YOU ACCEPT PURCHASE ORDERS?

We accept Purchase Orders (PO) from businesses and government institutions only and under the following terms. The PO must be signed and dated. Once the PO has been signed, dated, and returned to Santa's Quarters it constitutes a non-negotiable sales contract. Santa's Quarters' ordering, shipping, cancellation, and return policies apply.

DO YOU OFFER NET 30 OR ANY OTHER SPECIAL TERMS?

All orders are charged prior to shipping. We offer special payment terms to government institutions only and at our discretion. Business customers who wish to pay by business check, money order, or wire transfer must make payments prior to shipping. Orders are not shipped out until payment has been received in full and checks have cleared. Please contact customer service at [email protected] if you have any questions regarding payment terms and options.

WHAT HAPPENS AFTER I PLACE MY ORDER?

Once you have placed your order you will receive an email with your order confirmation. Your order confirmation contains all the important information pertaining to your order, including your order number, your name and address, the items you have ordered, the shipping cost, and the total cost of your order. We suggest you print your order confirmation and keep it for your records.

I PLACED AN ORDER ONLINE, BUT IT DID NOT GO THROUGH.

If your order did not go through, it is most likely because your credit card was declined. Please check to make sure that there are sufficient funds on your card, and that the billing address you provided exactly matches the billing address your credit card issuing bank has on file. Should you experience any problems placing an order, please call customer service at 1-888-334-7527 Monday through Friday 9AM – 5PM Central Time.

I DID NOT RECEIVE MY ORDER CONFIRMATION EMAIL.

This may be due to the following reasons. You did not provide us with the correct email address or the order confirmation email went into your email's spam folder. Please email us at [email protected] if you did not receive your order confirmation email, and we will be happy to forward it to you.

I NEED AN INVOICE.

If you need an invoice in addition to your order confirmation, please email us at [email protected], and we will be happy to send you one.

I HAVE PLACED AN ORDER AND WOULD LIKE TO CANCEL IT.

We are only able to cancel orders that have not been processed by our warehouse. If you wish to cancel your order before it is processed by the warehouse, please contact customer service at [email protected] as soon as possible. Once an order has been processed by the warehouse and can no longer be canceled, you may return your order once you receive it (please see our return policy). Please note that custom orders and orders placed via a Purchase Order cannot be canceled or returned at any time.

shipping

HOW ARE ORDERS SHIPPED?

We ship all standard sized products and orders via FedEx. During checkout, you may choose from the following shipping options:

- FedEx Ground (transit time depends on destination)
- FedEx Express Saver (transit time is 3 business days)
- FedEx 2Day (transit time is 2 business days)
- FedEx Standard Overnight (delivery on the following business day)

WHEN WILL MY ORDER SHIP?

We make every effort to ship out your order as fast as possible. Most orders ship within 1-2 business days. In order to keep your costs as low as possible, we ship our products from different warehouses across the continental US. During the busiest months, in November and December, it may take 3 to 4 business days before standard orders will ship. Expedited shipments (FedEx Express Saver, 2Day and Overnight) are always given priority. Please note that no orders ship out on weekends and during Thanksgiving.

HOW LONG WILL MY ORDER TAKE TO ARRIVE?

Below are estimated transit times for FedEx Ground shipping:
FedEx Ground Transit Map

I NEED MY ORDER TO ARRIVE BY A SPECIFIC DATE.

Santa's Quarters does not guarantee arrival times or dates of shipments. If you need your order to arrive at a certain date, we advise you to choose an expedited shipping method, as FedEx does not guarantee delivery time on Ground shipments. Please note that FedEx Express Saver, 2Day and Standard Overnight are only delivered on business days.

WHY IS MY ORDER SHIPPED VIA FREIGHT?

Oversized items and large orders are automatically shipped by freight, in which case you will only see the freight option during checkout for these orders. Shipping times for freight delivery are typically the same as FedEx Ground shipping times.

CAN I USE MY COMPANY'S FEDEX/UPS/DHL ACCOUNT?

We will gladly use your company's account with FedEx, UPS, or DHL, but please note that in such cases we will be unable to provide you with shipping rates. Please make sure to contact us with your account information prior to placing an order. We are sorry, but we cannot use your shipping account once an order has been placed.

HOW MUCH ARE SHIPPING COSTS?

You can calculate shipping rates to your destination prior to checkout in the shopping cart. Simply enter the zip code of the shipping address, and click the “Calculate Shipping” button. Unlike many stores, we do not inflate our shipping rates – they are pulled directly from FedEx.

I ALREADY PLACED MY ORDER AND WOULD LIKE TO CHANGE THE SHIPPING METHOD.

Once an order has been placed, it is entered into our automated warehouse system. We are not able to change the shipping method once an order has been prepared for shipping, or has left our warehouse.

HOW CAN I TRACK MY ORDER?

If you have placed your order online you can access your account here anytime, using the email address and password you received after your purchase. Once you have logged in you will be able to see the status of your order and your tracking number once your order has shipped.

DO YOU SHIP TO PO BOXES AND APO ADDRESSES?

We are sorry, but we ar not able to ship to PO Boxes or APO addresses. Please make sure to provide us with a physical mailing address when placing your order.

DO YOU SHIP TO HAWAII, ALASKA, AND PUERTO RICO?

Yes we do! Please note that there are increased transit times to these locations.

MY ORDER HAS SHIPPED, BUT I CHANGED MY MIND AND NO LONGER WANT IT.

Orders that have already shipped out cannot be canceled. Once you receive your order, you have the option of returning it. Please see below for our return policy.

I HAVE NOT RECEIVED MY ORDER.

This may be due to the following reasons:

One or more items are on back order and have not yet arrived at our warehouse. If this is the case, we notify you by email right after you place your order.

Your order is still in transit. Please use your tracking number to check the status of your order.

In very rare cases, orders get lost during shipping. Please contact customer service [email protected] for help.

international orders

I LIVE OUTSIDE OF THE US. DO YOU SHIP TO MY COUNTRY?

We ship worldwide for small orders that can be shipped via FedEx. For larger orders that need to ship via freight, we will ship your order to the freight forwarder of your choice in the US. Please note that there are no returns, repairs, exchanges, or refunds on international orders. Any fees, duties, or damages incurred by international shipments are solely the responsibility of the customer.

WHAT ABOUT CUSTOMS?

All international orders must be handled by a freight forwarder of your choice before they leave the US unless they are shipped via FedEx. Please note that customers of international shipments are responsible for customs fees, brokerage fees, taxes, and any other fees incurred by an international shipment. These fees are not included in your order and are usually collected by the shipping agent. Santa's Quarters is not responsible for merchandise being held, damaged, or destroyed by customs. Merchandise that did not pass inspection by domestic or foreign customs agents cannot be returned or refunded.

IS THE MANUFACTURER'S WARRANTY VALID OUTSIDE OF THE US?

Our manufacturer's warranty is only valid on items shipped and used within the United States of America.

I LIVE OUTSIDE OF THE US. CAN I USE YOUR PRELIT AND POWER OPERATED ITEMS?

All of our products are made to operate on a 110V AC power current and feature US-style 3-pronged plugs. If you live in a country with a different power current and/or plug system, we strongly advise you to purchase unlit items in order to avoid damage from electrical shortage. Santa's Quarters is not responsible for damage resulting from operating our products on a different current and/or plug system, or with step-down transformers. Items that are damaged from being operated on a non-110V AC power current, a non-US style 3-pronged plug, or a step-down transformer are not honored by our manufacturer's warranty, and cannot be returned, exchanged, or refunded.

returns & exchanges

100% SATISFACTION GUARANTEED

Our primary goal is your satisfaction. If you're not satisfied with you order for any reason at all, we'll repair, replace, or refund your order. Please see below for detailed information.

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 [email protected] 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 5 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 the customer is responsible for return shipping via FedEx or UPS, including return shipping costs. Please note that there are no returns, repairs, exchanges, or refunds on international orders. Manufacturer's warranties are not valid outside of the United States. 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/wire transfer.

WHAT IF I WOULD LIKE TO EXCHANGE A PRODUCT?

If you would like to exchange a product, please contact customer service at [email protected] 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 5 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. The customer is responsible for return shipping via FedEx or UPS, including return shipping costs. Please note that there are no returns, repairs, exchanges, or refunds on international orders. Manufacturer's warranties are not valid outside of the United States. 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.

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 5 days of receipt. If the product is no longer available, we will issue a full refund. Please make sure to carefully 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 [email protected] if you have received a damaged or defective item before you wish to return it, and within 5 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. Please note that there are no returns, repairs, exchanges, or refunds on international orders. Manufacturer's warranties are not valid outside of the United States. 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.

WHAT IF I AM MISSING PARTS OF A PRODUCT?

Please inspect your order immediately upon receipt and contact us at [email protected] within 5 days of receipt if you notice any missing parts.

I USED PRODUCTS FOR AN EVENT/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.

STILL HAVE A QUESTION?

Send us an email at [email protected] and we'll get back to you right away.