Contact + FAQ

General Questions: info@elf-magic.com
Returns: returns@elf-magic.com
Wholesale Accounts: wholesale@elf-magic.com
Press: media@elf-magic.com
Santa: santa@elf-magic.com
Your Elf: ElfMail@elf-magic.com

 

Send Mail To:

Elf Magic, LLC
120 Blenheim Place
Atlanta, GA 30350

 

Office Hours:

9AM-5PM (EST) Monday-Friday

Who is Elf Magic?

Based in Atlanta, Georgia, Elf Magic has been helping Santa match his Elves to their very merry holiday homes since 1990 and also supplies the Elves with the clothing and accessories they need to create a home-away-from-home at your house!

 

How can I get an Elf?

Santa may surprise you by selecting and sending you the perfect Elf from the North Pole. There are also Elves waiting to be adopted at Santa’s Official Elf Magic North Pole Supply Posts – you can visit one to choose your own Elf! You’ll know it’s an Elf Magic Elf when you see Santa’s snowflake on its heart.

 

How do I place an order?

Most orders are placed online at Elf-Magic.com. Elf Magic also accepts telephone orders at 877.ELF.MAGIC. Once placed, all orders will be shipped via UPS. Orders may not be placed or picked up at our Customer Service location. Please note that orders cannot be shipped to P.O. Boxes within the United States. To insure proper tracking and delivery of your order, accurate delivery and email addresses MUST be provided.

 

How long does it take to process and receive an online order?

Your order is processed immediately upon submission to our site. Orders placed Monday – Friday before 2:30 PM (EST) will ship the same business day (with the exception of Thanksgiving Day, Christmas Day and New Year’s Day). Orders placed after 2:30 PM (EST) will ship the following business day. Orders placed after 2:30 PM (EST) on Friday will ship on Monday. You will receive an email confirmation when you place your order and another one when your order ships, including UPS tracking information.

 

How long will it take for me to get my order?

Delivery calculation starts on the first business day after the order is shipped (business days are Monday through Friday, not including holidays, weekends, or natural disasters i.e. sever snow storms, flooding, etc.). For faster service guaranteed by UPS it is suggested you upgrade to UPS air (2-Day or Overnight). Most UPS ground orders in the continental USA take between 1 and 6 business days for delivery, Standard Shipping is a combination of UPS and USPS working together and can take 10-14 days for delivery. Transit times can be calculated at checkout and depend on the accuracy of the delivery address as well as weather conditions. Elf Magic is not responsible for delays in delivery caused by UPS canceling pickups or deliveries or delays caused by an incomplete or incorrect address. Please see UPS Peak-season guarantees for information about deliveries during peak shipping seasons.

UPS Peak-season service guarantees:

  • UPS air and international shipments picked up or delivered within the United States are guaranteed throughout the holiday season unless otherwise noted on ups.com.
  • Commitment times for Air and international Air packages scheduled for delivery Nov. 25, Dec. 18 – Dec. 24 and Dec. 31 will be extended as follows: UPS Next Day Air Early and UPS Worldwide Express Plus will be extended by 90 minutes and all other Air and international Air services will be extended to end-of-day.
  • The guarantee is suspended for UPS Ground and UPS Standard shipments picked up or scheduled for delivery between Nov. 27 – Dec. 3 and Dec. 18 – Dec. 24. It is suggested that you add at least one day to your delivery.
  • For further details, visit ups.com for the UPS Tariff/Terms and Conditions. Service guarantees are subject to change.

UPS Thanksgiving Schedule:

  • Wednesday, Nov. 23 – Normal pickup and delivery service. All UPS Next Day Air® packages picked up today will be delivered on Friday, Nov. 25. All UPS 2nd Day Air packages picked up today will be delivered on Monday, Nov. 28 (except those processed and labeled for delivery on Saturday, Nov. 26).
  • Thursday, Nov. 24 – Thanksgiving Day (UPS Holiday) n No UPS pickup or delivery service.
  • Friday, Nov. 25 – Normal pickup and delivery service in all areas.

UPS Christmas/ New Year’s Schedule:

  • Monday, Dec. 19 – Normal pickup and delivery service. This is the last day to ship via UPS 3 Day Select® to be delivered before Christmas Day (delivery on Friday, Dec. 23).
  • Tuesday, Dec. 20 – Normal pickup and delivery service. UPS 3 Day Select shipments picked up today will be delivered after Christmas. Track your shipment for detailed delivery information.
  • Wednesday, Dec. 21 – Normal pickup and delivery service. This is the last day to ship all UPS 2nd Day Air packages to be delivered before Christmas Day (delivery on Friday, Dec. 23).
  • Thursday, Dec. 22 – Normal pickup and delivery service. This is the last day to ship all UPS Next Day Air packages to be delivered before Christmas Day (delivery on Friday, Dec. 23).
  • Friday, Dec. 23 – No UPS pickup or delivery service.
  • Saturday, Dec. 24, Christmas Eve – No UPS pickup or delivery service.
  • Sunday, Dec. 25, Christmas Day – No UPS pickup or delivery service.
  • Monday, Dec. 26 (UPS Holiday) – No UPS pickup or delivery service.
  • Tuesday Dec. 27 – Normal pickup and delivery service. UPS 3 Day Select packages picked up today will be delivered on Friday, Dec. 30.
  • Wednesday, Dec. 28 – Normal pickup and delivery service. All UPS 2nd Day Air packages picked up today will be delivered on Friday, Dec. 30.
  • Thursday, Dec. 29 – Normal pickup and delivery service. All UPS Next Day Air packages picked up today will be delivered on Friday, Dec. 30. All UPS 2nd Day Air packages picked up today will be delivered on Tuesday, Jan. 3
  • Friday, Dec. 30 – Normal pickup and delivery service. All UPS Next Day Air packages picked up today will be delivered on Tuesday, Jan. 3
  • Saturday, Dec. 31, New Year’s Eve – No UPS pickup or delivery service.
  • Sunday, Jan. 1, 2017, New Year’s Day – No UPS pickup or delivery service.
  • Monday, Jan. 2 (UPS Holiday) – No UPS pickup or delivery service.

 

Does Elf Magic ship internationally?

Currently Elf Magic ships to: Australia, Austria, Costa Rica, Denmark, England, Germany, Ireland, Italy, Mexico, Portugal, Puerto Rico, Scotland, Spain, USA and Venezuela. Customers from Canada can shop at an Official North Pole Supply Post in their countries and they will be happy to ship directly to you. If your country is not listed here, please email info@elf-magic.com or call (770) 394-8100 for more information. Most Standard and rush shipping to countries outside the United States (except Canada and Mexico) can be calculated through our website. Charge is based on value and dimension/weight of shipment. Shipping outside the United States sometimes requires charges in addition to the shipping and processing rates and recipients are required to pay customs and duties taxes on each shipment where applicable. Some countries assess a Brokerage Fee for handling the paperwork for customs. The order may require shipping in multiple boxes with duties and taxes applied to each box.

 

How do you calculate shipping and handling charges?

Elf Magic shipments are delivered via UPS or Standard USPS shipping. Shipping and Handling fees are based on the customer’s chosen shipping method, the weight of the total order, and the desired “ship to” location.

 

Is the Elf Magic Store shopping area secure?

Santa takes your security seriously! Appropriate security measures are in place to protect you against the loss, misuse or alteration of your personal information. When you see either a solid key icon or a locked keypad at the lower portion of your browser window it means the site is secured through a Secure Socket Layer (SSL). Pages requesting personal information will always have one of these icons. For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. We encrypt your credit card number and personal information which enables secure communications. Please see the Elf Magic Privacy Policy for more information.

 

Will it be obvious that my shipment is from Elf Magic?

Santa has ensured that your Elf Magic package will arrive without any give-away markings, but you may want to consider shipping to a neighbor or office address if you have concerns.

 

How do I change, cancel, or return my order?

Orders submitted through the Elf Magic e-store are processed immediately and cannot be changed or canceled. Items may be returned or exchanged once received, however. Please note that you must call Elf Magic at 877.ELF.MAGIC for return/exchange authorization. Returns/exchanges will not be processed without prior authorization. Unauthorized returns will not be credited. Refused shipments will result in round-trip freight charges and any applicable restocking fees. Elf Magic does not accept returns COD. Returned items must be in Original Unopened Packaging. Elf Magic will not accepted returns that have been opened, show signs of abuse or wear, or are soiled. Shipping and processing charges will only be refunded in the case of manufacturer defects. Returns and exchanges received within 7 days of order delivery will be refunded, minus shipping and handling. Returns and exchanges received within 8-30 days of order placement will be refunded, minus shipping, handling, and a 20% restocking fee, Elf Magic does not accept exchanges or returns after 30 days. The cost of shipping returns in all cases other than manufacturing defect will be the responsibility of the customer. Items should be shipped to Elf Magic as traceable packages. We suggest shipping via either UPS or FedEx. Elf Magic is not responsible for returned packages until we receive them. For instructions on returning or exchanging, see below.Manufacturing Defects
Elf Magic will evaluate reported manufacturing or other defects on a case by case basis. If it is determined that there is a valid manufacturing or related defect, Elf Magic will send a replacement of the defective merchandise or accept the item back for a full refund of the purchase price, including shipping and handling. If it is determined that the defect is due to normal wear and tear or excessive or abusive treatment, Elf Magic will not accept the return. Items should be shipped to Elf Magic as trackable packages. We suggest that you use either UPS or FedEx for shipping. Elf Magic is not responsible for returned packages until we receive them. For instructions on returning or exchanging, see below.Goods Damaged in Transit
If you receive merchandise that has been damaged in transit, save all packages and damaged merchandise for UPS to inspect and call our office at 877.ELF.MAGIC within 48 hours with the Invoice Number (found on your Sales Receipt) and tracking number(s) of damaged box(es). Elf Magic will issue a return authorization if necessary. Freight damage is the responsibility of the freight carrier. We are happy to process a claim on your behalf. Replacement product will be shipped to you upon verification and completion of your claim.Return Shipping Instructions

    1. Contact Elf Magic at returns@elf-magic.com or phone at (770) 394-8100 to obtain a return authorization number.  Please include your invoice number in your e-mail or phone notification.
    2. Complete the information on the back of your invoice packing slip (click here for example), place the slip in the original box or envelope with the product(s) you are returning, and seal the package.
    3. Clearly mark the return authorization number (RA) on the outside of the package. Package(s) will not be accepted without an RA number.
    4. Ship your package to the address below. We suggest using either UPS or FedEx for shipping and insuring your package. Elf Magic is not responsible for returned packages until we receive them.

Elf Magic Returns (RA # here)
120 Blenheim Place
Atlanta, Georgia 30350

 

I am a retailer. How do I become a North Supply Post?

Retailers can apply online to become an Official Elf Magic North Pole Supply Post. You can also email us at wholesale@elf-magic.com for more information.