General FAQ
What is the last day you'll be shipping orders for delivery before Christmas?
Any order placed before 3:00pm EST on Thursday, December 22nd will ship the same day. If you elect FedEx Overnight as your shipping method on the 22nd, you will receive your order before Christmas. Note that we do not offer Saturday delivery.
What is your last ship date of the year?
Any orders that we receive before noon EST on Friday, December 23rd will ship this year. Orders placed after noon on December 23rd will ship when our office reopens on Tuesday, January 3, 2012.
Elf FAQ
What should I do if my elf is touched by mistake?
Christmas magic is very fragile, and if a scout elf is touched it may lose its magic. If your elf has been touched, please sprinkle a little cinnamon beside him or her before you go to bed; cinnamon is like vitamins for elves, and it helps them get back to the North Pole. Once they arrive, the North Pole E.R. doctors will check them out.
What if my elf hasn’t moved?
Sometimes your elf will have a favorite spot, if it hasn’t moved – it’s probably in one of its favorite spots!
Why doesn’t my elf stay with me all year?
There are so many things that need to be done in the North Pole in the months before the holidays, and Santa needs all of his elves to help!
What does my elf tell Santa?
Your Elf reports to Santa when you’ve been naughty and nice. If you do your chores, he tells Santa how good of a helper you are. When you don’t share your toys with your little sister, he lets Santa know too! He’s always watching over you.
How does the elf fly to and from the North Pole every night?
When you named your elf, magic gave him the ability to fly. Now, each night, your elf uses that magic to get to the North Pole and back before you wake up. Elves are very fast because they don’t want to miss anything while they visit your house!
Why does my elf go to the North Pole every night?
Your elf goes to the North Pole each and every night during the holiday season so he won’t forget a single detail from the day to tell Santa. This helps Santa and your elf keep an up-to-date daily record of when you’re good and bad.
Website FAQ
What if I want to update my profile?
After you log into the website with your existing email address and password, move your mouse over the "Home" link and select "Register My Elf". That option will allow you to update your information. Note: You may change your email address in this area, so that emails will come a correct address, however, your username is the original email address you created your account with. If you need additional help, please email the webmaster (webmaster@elfontheshelf.com).
What if I can't log in in to the website?
Make sure you have attempted to have your password sent to you by clicking here. Also, many accounts have been migrated into our new website and have a temporary password assigned (elf1234). Please try using that to log in if you have trouble with your normal password. If you continue to have trouble, please send an email to webmaster@elfontheshelf.com with your full name, poatal code, email address as well as your elf's name and we will help you.
I'm having trouble using the games on the North Pole. What should I do?
First, make sure you have the most updated version of Flash (http://get.adobe.com/flashplayer). Second, we recommend you use Firefox (http://www.mozilla.org/en-US/firefox/fx/), although most internet browsers should work. If you have problems, we can attempt to work with you, however it should work if you have the newest version of Firefox (or Internet Explorer/Safari/Chrome) and Flash. Also, try increasing your display's screen resolution as smaller resolutions may cause part of the games to only display partially.
I cannot use certain parts of the web-site on my iPhone, iPad, etc. What is wrong?
The website currently used Adobe Flash for games on the North Pole. Some tablet and mobile devices do not support Flash and will not be able to access those areas. We are looking into using HTML5 in the future in order to add support for these products, however currently that functionality is not available. You will need to use a computer that does support Flash in order to access those areas.
My scrapbook just says "Loading..." and doesn't open. Why?
One of your scrapbook pages has an image it can't load and as a result you see this message. In order to fix your scrapbook, please go through and delete your pages one by one until the scrapbook loads. There is currently no way for us to know which image is the problem without extensive research. If you have continued issues, please contact the webmaster.
My Ship Yard access code that came with my Blu-Ray or DVD doesn't work. I just get a red X. Why?
We are currently loading all of those codes into our database and your code may unfortunately not be in...yet. Send us you code and we'll fix it super quick! We are very sorry for any inconvenience this has caused you!