Frequently Asked Questions
- Who is Elf Magic?
- How can I get an Elf?
- How do I place an order?
- How do I change an order?
- How do I cancel an order?
- How long does it take to process an online order?
- Is the Elf magic e-store shopping area secure?
- Is the package identified as coming from Elf Magic?
- What is your Return Policy?
- I am a retailer. How do I provide a magical Elf with a place to stay during his/her travels?
Who is Elf Magic?
Although Santa’s Office is at the North Pole he has based the headquarters for, Elf Magic, LLC, in Atlanta, Georgia. Elf Magic helps Santa create and find homes for his “Magic” Elves that spend spend Thanksgiving through Christmas Eve with children and families, bringing a genuine warmth and closeness within the home and creating memories that last a lifetime. As part of the timeless Christmas-Elf tradition, Elf Magic Elves appear “magically” from the North Pole each holiday season ready to be touched and loved – and to turn their playful thoughts into mischievous late-night adventures. Elf Magic is a great way to reinforce the true meaning of Christmas and family values.
How can I get an Elf?
Travel Tickets for Elves can be Ordered Directly from the website or from one of Santa’s favorite stores. Check to see if Santa has a “North Pole Supply Post’s” is in your area! Just click on the North Pole Supply Post sign to find a list of all of Santa’s approved locations.
How do I place an order?
Although the preferred method is our secure online Shopping Cart, orders can be placed either online or by telephone. No orders can be picked up at our Customer Service location; all orders must be shipped.
Online Orders
If there is not a North Pole Supply Post in your location, this is the quickest way for you to receive your order. Orders can be placed through our Secure Shopping Cart. When you are finished shopping, simply click "Santa’s Sleigh" and then "Check Out." From there, you will be guided through a checkout process that is safe, secure, and easy! You must correctly enter your e-mail address for order confirmation and tracking ability. Please be careful to type it correctly. There should be no spaces in the e-mail address. Example: If you are an AOL user, your e-mail address must include "@aol.com", not just your user name. The responding e-mail you receive from Elf Magic will provide you with confirmation that your order went through and provide you with the ability to track your order through UPS.
Telephone Orders
Orders can be placed by telephone, however it can take 24-48 hours to the order to be processed. Telephone messages, for orders, left on the answer machine will be returned as quickly as possible. Elf Magic will process all telephone orders, within 1-2 business days, after the order has been received by an elf in customer service. Please note that the preferred and quickest method for processing and shipping an order will be through our Secure Shopping Cart.
See… How long does it take to process an online order?
How do I change an order?
Unfortunately, once an order is submitted through the Elf Magic e-store, it goes immediately into the system and cannot be changed. All orders, however, may be returned according to our Return Policy. You may return any product for an immediate exchange or refund of the product purchase price pursuant to the Return Policy, which states that shipping and processing charges are not refunded. We do not accept returns COD. Returns and exchanges are normally processed within 10 days of the receipt by Elf magic of the returned item.
No returns will be processed without prior authorization. See Return Shipping Instructions
How do I cancel an order?
Unfortunately, once an order is submitted through the Elf Magic e-store, it goes immediately into the system and cannot be cancelled. All orders, however, may be returned according to our Return Policy. You may return any product for an immediate exchange or refund of the product purchase price pursuant to the Return Policy that states that shipping and processing charges are not refunded. We do not accept returns COD. Returns and exchanges are normally processed within 10 days of the receipt by Elf magic of the returned item.
No returns will be processed without prior authorization. See Return Shipping Instructions
How long does it take to process an online order?
Our goal is to ship your order as quickly as possible. You should receive an e-mail confirmation from the Elf Magic e-store that your order was placed immediately after completion of placing your order. Once an order has been placed it will be loaded directly into Santa's sleigh and NO changes or cancelations can be made. Orders received will be charged to your account and the actual processing of shipment will begin.
All orders placed before 2:30 PM (EST) will ship the same business day (Monday-Friday) except for Memorial Day, Independence Day, and Labor Day. No orders will ship on these Holidays. NOTE: Any order placed after 2:30 PM (EST) on Friday will not ship out until Monday.
At time of shipment you should receive another email with notification of shipment and a link for UPS tracking capabilities.
Is the Elf Magic Store shopping area secure?
We take 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.
Is the package identified as coming from Elf Magic?
No, Santa has taken care of that so that there will be no discoveries from the label or the box itself. However, we suggest that this be taken into consideration when choosing where the box is to be shipped. Please keep this in mind and consider shipping to an office, friend, or neighbor!
What is your return policy?
Each year Elf Magic helps Santa place thousands of magical Elves and related items in homes all over the world. The Elf Magic elves inspect each item before it leaves Santa’s workshop. Why? Because we do not want a single one of Santa’s friends to experience the disappointment of receiving a damaged or defective Elf or accessory, especially after anxiously awaiting its arrival! We offer quality merchandise and the Elves are very discriminating in their selection of materials, manufacturers and design professionals. We want you satisfied and seek nothing less than your total satisfaction. In effort to assure this, the Elves will work diligently to achieve this goal. Santa will settle for nothing less!
No returns will be processed without prior authorization. Unauthorized returns or refused shipments will not be credited. On any refused shipments, customer will be charged round trip freight and any applicable restocking fees.
I am a retailer. How do I provide a magical Elf with a place to stay during his/her travels?
If you would like to Become a North Pole Supply Post and help Santa find homes for his Elf Magic Elves, Apply here to become one of Santa’s Favorite Stores! Or, contact Elf Magic at wholesale@elf-magic.com to find out more information.
