WEBSITE QUESTIONS:

I’m having trouble navigating your site. How can I find what I need?

In the top left hand corner of the site, click on “Menu.” There you will find a comprehensive list of links that will allow you to access each page on the site. Still can’t find what you need? Email the IT elves at webmaster@elfontheshelf.com for further assistance.

Why do I need to verify my account?

Having users verify their accounts is one of the ways elfontheshelf.com strives to create a kid-safe website experience. By verifying your account, you’re letting elfontheshelf.com know that you’re a parent user. When signing up, registrants are asked for a “parent’s email.” In the case that children attempt to register by themselves, their parent will be notified via email as part of the verification process. Although kids aren’t allowed to register on the site, by logging in with your account, the whole family can enjoy the website’s games, fun and features. For more information about how The Elf on the Shelf® is protecting its child users, click here.

Is this site safe for my child to be on?

The Elf on the Shelf® is a member of a privacy cert program called PRIVO-Cert™ Safe Harbor Certification Program. This is a third-party program committed to safeguarding children’s personal information online. As a member of the program, The Elf on the Shelf® adheres to strict information collection, use and disclosure requirements. Click here to read more about how The Elf on the Shelf® and PRIVO are keeping your children safe.

How do I update my account?

From the website’s homepage, click on “Account” in the top right hand corner and enter the email address and password that you registered with. Click here if you forgot your password. Under the “Account” tab you can find a button that says “Parent Account.” There you can update your personal information, add or delete information about your child’s birthday and your family’s scout elves, and sign-up to receive special newsletters and updates. Note: You may specify what email address you would like us to send newsletters and updates to, however, your username is the original email address you created your account with. If you need additional help, please email webmaster@elfontheshelf.com with any questions or comments.

I’m having trouble logging into the website. What should I do?

Try resetting your password. Click on the “Account” button at the top of the screen, then click “Forgot Password?” Type in your email address to receive a password reset message. If you continue to have trouble, email webmaster@elfontheshelf.com with your full name, zip code, email address, as well as your scout elf's name, and the IT elves will assist you.

What’s the benefit of adding my scout elf to the registry?

Once you register your scout elf with elfontheshelf.com, you can access a special adoption certificate and a personalized letter from Santa. Access the scout elf registry here.

Can I register more than one elf?

Yes, all of your family’s elves can be added to Santa’s Scout Elf registry. Access the Scout Elf Registry here. On the right side of the page you’ll see where you can register a scout elf. After entering the information for your first elf, click “Add Another Elf.” Repeat this last step until all of your elves’ names have been added to Santa’s registry!

How do I view or print my adoption certificate?

Click on “Sign In/Register” on the top right hand side of the website. Type in your email address and password in the fields provided to access your account. After logging in, click “Account” again. From the menu, select “Edit Your Scout Elves.“ You will now see two graphics, including one inviting you to print your adoption certificate. Click on this button and to print your certificate.

How do I invite my scout elf to my birthday party?

There are several ways to invite your family’s scout elf to partake in your little one’s birthday festivities. The book included in The Elf on the Shelf®: A Birthday Tradition box set comes with its own invitation that a child can fill out and leave for your family’s elf. Another way to invite your elf is to send a letter to the North Pole’s Scout Elf Liaison Office, located at 3350 Riverwood Parkway SE, Atlanta, Ga. 30339. To invite your elf online, register with The Elf on the Shelf® Birthday Club, which gives you access to a custom elf invitation creator. Remember, before your scout elf can come for a birthday visit, your family must adopt a scout elf, included in The Elf on the Shelf®: A Christmas Tradition box set.

Why can’t I adopt a scout elf directly from your website?

Santa is no longer operating a scout elf adoption center on elfontheshelf.com. Now, scout elves can only be adopted from physical Santa-certified adoption centers. Click here to find an adoption center near you.

Why am I being asked to download Adobe Flash Player?

Using Adobe Flash Player, your computer can display rich web content. Without flash player, The Elf on the Shelf® games will not work on your desktop computer. The North Pole flash games will not work on your mobile device, but we do offer several mobile apps. To download Adobe Flash Player, click here.

What are cookies?

HTTP cookies—also known as web cookies or browser cookies—are bits of data from a website that your computer stores as you’re browsing the Internet. By storing these cookies, a website is able to tell if you’ve visited before and your keep track of your previous activity. Elfontheshelf.com uses cookies to detect if you’re logged into the site and to remind you of your username and password, making it quicker and easier for you to log-in. You may set your cookie preferences by changing your browser settings. If you turn cookies off, elfontheshelf.com will be unable to automatically provide you with your log-in information.

Some of The Elf on the Shelf® activities I used to access on the site are gone, where'd they go?

Santa decided it was time to update the games and activities pages for all of his scout elf loving friends! Some of the games and activities will not reappear on the site, while others are in Santa’s workshop being improved. Keep checking back for updates!

I’ve noticed changes to certain games, what happened?

Some of the games were sent back to Santa’s workshop for improvements. The games you’re playing are the new and improved versions, which have been given a thumbs up by Santa himself!



GENERAL QUESTIONS:

What is The Elf on the Shelf®: A Christmas Tradition?

Santa’s scout elves help him manage his naughty and nice lists. During the Christmas season, the elves are adopted by families and fly back to the North Pole every night to tell Santa about the day’s adventures. When the elves return from their nightly North Pole journey, they hide in a new spot and wait for their families to find them! This box set includes a hardbound children’s book and one of Santa’s special scout elves.

What is The Elf on the Shelf®: A Birthday Tradition?

At the North Pole, scout elves have their own way of celebrating birthdays, as told in the enchanting children’s story The Elf on the Shelf®: A Birthday Tradition. Now, with the permission of Santa, scout elves can share that tradition with the families that love them. This box set includes a hardbound book and a special Claus Couture Collection™ outfit for scout elves to wear to the birthday celebration!

What is Elf Pets™: A Reindeer Tradition?

More Christmas spirit is needed to make Santa’s sleigh soar, so Santa is asking for help from his Elf Pets™ Reindeer and children who truly believe in the magic of Christmas! Elf Pets™: A Reindeer Tradition is a charming tale that comes with one of Santa’s special reindeer. By adopting an Elf Pets™ Reindeer, families can help Santa’s sleigh take flight!

What is The Birthday Club and how can I join?

As soon as you’ve created an account, logged in, and added your child’s birthday through our website here, you’re in the club. If you already have a child’s birthday registered with us, you’re already in the club and you can view your account information here or by clicking the account link in the header.

What are your office hours?

The North Pole never sleeps, but Santa keeps The Elf on the Shelf® office open for phone calls Monday through Friday from 9 a.m. until 6 p.m EST.

Does The Elf on the Shelf® donate to charitable causes?

All requests for donations will be considered by The Elf on the Shelf® based on product availability and the cause being benefitted. For all inquiries about The Elf on the Shelf’s philanthropic efforts, please email philanthropy@elfontheshelf.com.

SCOUT ELF QUESTIONS:

When does my scout elf arrive?

The Elf on the Shelf® can arrive anytime during the holidays, but typically he or she will arrive at the end of November or the beginning of December.

How can I adopt a scout elf?

Scout elves come from special adoption centers that Santa has approved in order to make sure that every scout elf receives a good home. Much like you would go to the store to adopt a pet, your Elf on the Shelf® can be adopted, too. To find an adoption center near you, click here. Remember to call ahead, to make sure the elves are ready for adoption!

What should I do if my scout elf is touched by mistake?

Christmas magic is very fragile, and if scout elves are touched they may lose their magic. If your scout elf has been touched, you can apologize by writing a letter to Santa, or saying you’re sorry to your elf. Then, please sprinkle a little cinnamon beside him or her before you go to bed; cinnamon is like vitamins for scout elves, and it helps them get back to the North Pole. Once they arrive, the North Pole doctors will check them out.

What if my scout elf hasn’t moved?

Although it may appear that they haven’t moved, scout elves always make the journey back and forth to the North Pole—unless there is a blizzard! So, don’t worry, sometimes your scout elf will return to a favorite spot, just like you might have a favorite chair or a spot on the couch.

Why doesn’t my scout elf stay with me all year?

Every elf has a job in the North Pole helping Santa to get ready for the holiday season. With so many toys to make, naughty and nice lists to finalize, trees to decorate and cookies to bake, if Santa doesn’t have the elves back at the North Pole to help out, there wouldn’t be enough time to get everything ready for Christmas the next year. Santa needs all the help he can get!

What does my scout elf tell Santa?

Your Elf on the Shelf® reports all sorts of things to Santa, mostly about whether you and your family members have been naughty or nice. If you do your chores, your scout elf tells Santa what a good helper you are. When you don’t share your toys, he or she lets Santa know. If you want to make updates to your Christmas list or send a special message to Santa, your elf can tell Santa those things, too!

Why does my scout elf go to the North Pole every night?

Your Elf on the Shelf® goes to the North Pole each and every night during the holiday season so he or she won’t forget a single detail from the day to tell Santa. This helps Santa and your scout elf keep the most up-to-date record of what you've been up to!

Why do I see scout elves in stores? I thought they came from Santa.

Every Elf on the Shelf® comes from a special adoption center that Santa has approved. The adoption centers are often located inside certain stores. Much like you would go to the store to adopt a pet, your Elf on the Shelf® can be adopted, too. The important thing to remember is that no matter how a scout elf gets to his or her family, they are all on the same special mission: to be Santa’s eyes and ears during the holiday season.

NORTH POLE DOCUMENTS:

Do you have blank versions of the adoption certificate and letter from Santa? I’d like to include a different name on these documents than the one registered on my account.

Yes, below are links to the certificate of adoption and letter from Santa that allow you to fill in your family and elf information as you’d like it to appear. The information can be filled out in Adobe Acrobat, or you may print the forms and write on them. Santa has also provided a link to his official North Pole stationery so children can create special letters for their elves or Santa!