Terms

A personalized digital product, made for one child from the details you give us and delivered on a private link you can open, download and print or play. These four personalized products are sold, each priced per child:

• Santa’s Notes Personalized Video: a video of roughly a minute in which Santa says the details you gave, $24.99. Sold only when we can produce it; when it is not open, the site says so and does not take the order.
• North Pole Archive: a PDF of four documents — a letter from Santa, a Nice List certificate, the Christmas Eve note and the sleigh delivery docket, $9.99.
• North Pole Rescue: a two-page PDF — a Sleigh Service notice and a letter from Santa — for one of the situations offered, $6.99.
• Elf Emergency: a two-page PDF — a card for the adult and a note in the elf’s hand — for one of the emergencies offered, $4.99.

None of these exists before you order it; each is made for your child after you pay. The documents are written by our software from fixed templates and are ready in about a minute; the video is produced after payment and emailed when it is ready.

Prices are in US dollars and do not include sales tax. Where we are required to collect sales tax, it is calculated at checkout from your billing address and shown to you before you pay.

The Red Parcel · An Interactive Christmas Story ($12.99 plus applicable tax) is an interactive Christmas story built around a mysterious red parcel, which a household follows together in a web browser, with narration, artwork and small things to do along the way. It is for one household; it is not personalized and is not priced per child.

Who may buy. You must be 18 or older. An adult should open the story and be with children while they play.

Delivery is your private link. After payment we email you a private link. This delivers your purchase: your access is available from that moment, and the sale is final from then on (see “All sales are final”). Opening the link joins that device to your household; opening it on another device joins the same household. It is not a login and there is no account, so anyone who has the link can join your household. Keep it within your household, and keep the access email: it is the only copy of your link we send. If a link has been shared too widely, write to the Santa’s Notes Help Desk. We can close it and send you a new link, which starts the story afresh in a new household.

How long you can play. Your household can play The Red Parcel for as long as we continue to offer it, and at least until 31 March 2027. If we decide to stop offering it, we will post a notice on santasnotes.com and inside the story at least 30 days before it closes.

If it doesn’t work. If the story will not load in a current version of Safari or Chrome, write to the Santa’s Notes Help Desk. We will try to put it right; if we cannot restore your access, we will refund you in full.

Sound and devices. The story plays sound after the first tap or click, and works in current versions of Safari and Chrome on phones, tablets and computers.

Santa’s Living Storybook is an illustrated Christmas story, read aloud, that a household listens to in a web browser. It is not personalized and is priced per household, not per child.

• Chapter One · The Lantern That Lost Its Way ($4.99 plus applicable tax): one night of the story, about seven minutes long, open as soon as your access is delivered.

Delivery and your private link. As for The Red Parcel above: after payment we email you a private link, your access is available from that moment, and the sale is final from then on (see “All sales are final”). Anyone with the link can join your household, so keep it within your household.

How long you can listen. For as long as we continue to offer the storybook, and at least until 31 March 2027. If we decide to stop offering it, we will post a notice on santasnotes.com at least 30 days before it closes.

If it doesn’t work. If a night you bought will not play in a current version of Safari or Chrome, or does not open on its date because of a fault on our side, write to the Santa’s Notes Help Desk. We will put it right; if we cannot restore your access, we will refund you in full.

Sound and devices. The story plays sound after the first tap or click, and works in current versions of Safari and Chrome on phones, tablets and computers.

For a personalized product, you must be 18 or older and have permission from the child’s parent or guardian to create this gift. You confirm both before you pay.

You are responsible for reviewing everything you submit: the child’s name, its spelling, your pronunciation guidance, the facts you tell Santa, the Christmas wish, and every other personalization detail. We show all of it back to you on one page before checkout.

Santa says what you tell him. If a detail is wrong, misspelled, or missing, the video or document will faithfully reproduce that. Mistakes, omissions, changes of mind, and details you want added or altered after production begins will require a new order.

Everything we sell is a digital product, made or opened for you after you pay. Once your product has been delivered, or your access has been made available to you, the sale is final. We do not give refunds for a change of mind; for not liking the product, or finding it different from what you expected; for having opened, played or watched it; for mistakes in details you entered yourself, such as a name, a spelling, a fact or a dedication; or for minor variations in how Santa pronounces a name that you spelled correctly.

When we refund. We refund you in full when:

• we cannot produce your personalized video, and no film can be delivered to you;
• the video names or describes an entirely different child from the one you ordered for, because of an error in our system, and we cannot deliver a corrected film;
• you cannot get into the digital access you bought, and we cannot restore it;
• you were charged more than once for the same order; or
• applicable law requires a refund.

A wrong child is not the same as an imperfect pronunciation. A film that says the name you submitted, spelled as you submitted it, is the right child’s film, even if the way Santa says the name differs from how you say it.

If we make a production error — the video or document is not the one you ordered, it does not play or open, or it does not reflect the details you submitted — tell us from the private page where you open your order or through the Santa’s Notes Help Desk. We will correct or replace it. If we cannot, we will refund you in full.

Santa is produced with generative audio and video. That technology is not frame-identical from one production to the next, so there will be minor variation between videos in Santa’s appearance, facial expressions, gestures, wardrobe details, background, voice characteristics, timing, and lip synchronization.

Any sample video on this site is illustrative. We do not guarantee exact visual or vocal identity across every generated frame, and minor generative differences of this kind are not automatically defects.

Getting the name right matters to us more than anything else on the page, and we prepare the pronunciation from the guidance you give us. That guidance is the only thing we have to work from, so pronunciation is best-efforts and cannot be guaranteed. Pronunciation variation alone does not by itself entitle you to a refund or a free remake. Mistakes in the name or its spelling as you submitted it, and minor variation in how it is spoken, are not production errors.

We deliver on a private link: shown to you as soon as a document is ready, and emailed to the address you gave at checkout for every product. Nothing is posted. Any timeframe we show you is an estimate, not a guaranteed delivery date, unless we have expressly guaranteed it to you in writing.

Anyone who has the private link can open it. Keep it as you would a family photo; if it has been shared too widely, ask us to cancel it and issue a new one. The link is not a login and there is no account.

Orders are produced automatically. Occasionally a submission needs a closer look before it can be produced, which can take a little longer.

Please keep the details small, kind, and true, and leave out anything sensitive or identifying.

We will not produce a video or document that frightens, shames, threatens, or coerces a child, and we will not use Santa to enforce behaviour. Our checks refuse such a submission before payment; if one gets through, we may refuse to produce it and refund you.

Santa never promises that a particular present is coming. He may mention that he has heard about a Christmas list, and he always leaves the rest to the elves. Please do not order expecting a guarantee we will not make.

Your video or document is yours to watch, download, print and share privately with family and friends. We will not use your video, your details, or anything you send us in our own advertising unless you give us clear permission first.

Please contact us first; we can usually resolve a problem faster than a card dispute can. If you dispute a payment, we may respond to your card issuer with the records described below. If a dispute is decided in your favour, the payment has been returned to you and we may withdraw what you bought, as for a refund. The Red Parcel and the storybook stay available to your household while a dispute is open.

To show what you bought and that it was delivered, we keep for 180 days after delivery: your acceptance of these terms (the version, the time, and the internet address and browser it came from), your email address, the amount and payment reference, and when we produced and delivered your order and when your private link was first opened. A child’s details are not kept for this: they are erased 90 days after delivery, as our Privacy Policy explains.

Santa’s Notes is operated by Grosvenor Lane LLC, a Texas limited liability company, 5900 Balcones Drive, STE 100, Austin, TX 78731, US. Questions: the Santa’s Notes Help Desk. These terms are governed by the laws of the State of Texas, without limiting any protection the law of your home state gives you.