Frequently Asked Questions

GENERAL QUESTIONS:

What are your office hours?

During the holiday season, our office is open from 8am to 6pm EST.

When will my order ship?

Orders placed before 12:00pm EST Monday through Friday will ship the same day. Orders placed on the weekend or on a holiday will ship the next business day. An email confirmation will be sent after order placement.

What is the last day you'll be shipping orders for delivery before Christmas?

Any order placed before 3:00pm EST on Thursday, December 19th will ship the same day.  Our standard shipping method is FedEx Ground. Please click here to see the FedEx delivery map for Ground from area code 30062. If you select FedEx Overnight as your shipping method on the 20th, 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 20th will ship this year, but we cannot guarantee arrival by Christmas unless you choose FedEx Overnight as your ship method. Orders placed after noon EST on December 20th will ship when our office reopens on Thursday, January 2nd, 2014.

Can I ship to an APO address?

Yes! Please call our customer service team at 1.877.919.4105

Can I order from an international address?

We currently ship direct only in the US. We do have retail partners in Canada, the UK, and Australia who have scout elf adoption centers. Contact your favorite local or online bookseller to order.

My package did not arrive—what should I do?

Please call our office, toll-free, at 1.877.919.4105, or contact customer service. Please note: delivery complaints regarding product must be lodged within 30 days of original order placement.

Do you accept returns?

We do not accept returns unless there is a problem with your order. In that case, please contact our customer service department within 90 days of purchase at 1.877.919.4105 or email us. Returns will not be accepted after 90 days.

SCOUT ELF QUESTIONS:

When does my scout elf come?

The Elf on the Shelf® can arrive anytime, but typically he or she will return at the beginning of the holiday season. In the United States, that’s usually around Thanksgiving. But remember, every scout elf is unique, just like people; the scout elf will come back just as soon as he or she is able!

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

Christmas magic is very fragile, and if a scout elf is touched it may lose its magic. If your scout elf has been touched, 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 E.R. doctors will check them out.

What if my scout elf hasn’t moved?

Don’t worry. Sometimes your scout elf will have a favorite spot, just like you might have a favorite chair or a spot on the couch. If the scout elf hasn’t moved, it is probably sitting in one of its favorite spots!

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

There are so many things that need to be done at the North Pole. With so many toys to make, naughty and nice lists to finalize, trees to decorate and cookies to bake, Santa needs his scout elves to help!

What does my scout elf tell Santa?

Your Elf on the Shelf reports all sorts of things to Santa, like when you’ve been naughty and nice. If you do your chores, he or she tells Santa what a good helper you are. When you don’t share your toys, he or she lets Santa know that, too! Updates to your Christmas list are always welcome, and if you have a special message for Santa, you can whisper that to your scout elf, 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 Santa Claus. Some come direct from the North Pole to your house, and some come from special adoption centers 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 an 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.

WEBSITE QUESTIONS:

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 Scout 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 to a corrected address, however, your username is the original email address you created your account with. If you need additional help, please email us with any questions or comments.

What if I can't log in in to the website?

Try resetting your password. Click on the login button at the top of the screen, then click “retrieve password.” If you continue to have trouble, email us with your full name, zip code, email address as well as your scout elf's name and we will do our best to help you.

I made a scrapbook on the site last season and now I can’t find it. What happened to it?

The scout elves put your scrapbook in a safe place while the website was being redesigned. We hope to be able to give you access to it again soon, but the scrapbook will not be accessible online this year.