Frequently Asked Questions
- Who is Elf Magic?
- 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?
Elf Magic, LLC, is headquartered in Atlanta and creates “magic” Elves that 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 do I place an order?
Although our preferred method is our Secure Shopping Cart online, orders can be placed either online or by telephone. No orders can be picked up; all orders must be shipped.
Online Orders
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
Although our preferred method is that you use our Secure Shopping Cart because it will provide you and Elf Magic with a copy of your order via e-mail, orders can also be placed by telephone. 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 taken. Please note that processing and shipment will be quicker if placed 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 subject to availability, receipt of payment, and credit authorization. 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. Orders received will not be charged to your account until actual processing of shipment. At that time you should receive another email with notification of shipment and a link for UPS tracking capabilities. Shipping Information
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, the child will make no discoveries from the label on the box or the box itself. However, if the box is opened in the presence of the child or by the child themselves, the items will be exposed. We suggest that this be taken into consideration when choosing where the box is to be shipped. Please keep this in mind to avoid ruining the “magic” in Elf Magic!
I am a retailer. How do I provide a magical Elf with a place to stay during his/her travels?
Contact Elf Magic at wholesale@elf-magic.com to find out if your store would be a good fit for Elf Magic elves while they are away from the North Pole.
