Refunds & Exchanges
Return Policy Summary
- Timeframe: Returns or exchanges must be requested within 10 days of receiving your order.
- Product Condition: Only new, unused items are eligible for return.
- Eligible Products: Returns are accepted for non-defective products (new and unused), as well as defective, damaged, or incorrectly personalized items. Personalized items cannot be returned unless the error was made by us.
- Exchanges: We accept exchanges for the same product if it arrives damaged or if the wrong item was shipped.
- Return Shipping: Customers are responsible for all return shipping and postage costs, unless the item was defective, damaged, or incorrectly personalized.
- Restocking Fee: A fee of $10 or 15% (whichever is greater) applies to approved returns.
- How to Request a Return: Email us at sales@santaandme.ca within 10 days of delivery to start a return or exchange.
- Refunds: Refunds are issued to the original payment method within 10 business days after inspection. Shipping costs (including free shipping promotions) will be deducted.
Santa And Me takes extra efforts to ensure that your order reaches you in perfect condition. Personalization on personalized items is done from our professionals who have been doing it for many years. Where personalization is done by free hand, no two items would look the same. Our ornaments/decorations are wrapped in a microfiber bag and then wrapped with multiple layers of tissue papers to protect the product from damage during shipment. Your order is picked, personalized, and packaged with speed and care. Customers asking for a return is rare; if you feel the return is warranted, please open a ticket with our help desk or send us an email at sales@santaandme.ca.
Missing Item or Wrong Item sent?
Fulfillment mistakes that may be made, resulting in the shipment of incorrect products to you, will also be accepted for exchange, but we must be notified within 10 days in writing. We can only grant exchanges for the exact same ornament.
Personalization Issue?
Please note that the personalization on personalized items is done by professionals who have been doing it for many years. Where personalization is done by free hand, no two items would look the same. If your name/info is misspelled by us (we apologize), we will gladly replace the item. If the error was made by the consumer during order placement, we cannot offer an exchange/refund.
Broken Item?
Santa And Me takes extra efforts to ensure that your order reaches you in perfect condition. We will gladly exchange products that arrive damaged within 10 days of the date the order is received. Please make sure you open a claim with the Shipping Company that was used for your order (UPS/CANADA POST/FEDEX/DHL/PUROLATOR) and inform us as well. Santa And Me will not honor any type of request for an exchange or credit if you have passed the 10-day time limit.
All exchange and/or return postage and costs are the sole responsibility of the customer — NO EXCEPTIONS.
In the extremely rare event a return is accepted, there will be a $10 or 15% restocking fee, whichever is greater, and all refunds will have all original shipping costs subtracted before being issued. If the customer received free shipping, all actual shipping, material, and handling charges will be subtracted from any refund issued.
Santa And Me will NOT accept a return or grant any sort of compensation if an order is not delivered in time for any specific date required by the customer, including Thanksgiving and Christmas holidays.
Please feel free to read our FAQs.
If you have any questions about our Refund Policy, please feel free to eMail Us or Call Us at 403-764-4590.