Elf Frequently Asked Questions (FAQ)
For the answers click on the question below

A: All major credit cards are accepted; including: Visa, Master Card, American Express, and Discover. We also accept personal checks via the USPS.

A: At this time, we do not sell the elves or the books as separate items. They arrive from the North Pole at The Elf on the Shelf headquarters together and then wait to be adopted.

A: The Elf on the Shelf Company is pleased to announce the arrival of more family fun with the addition of The Elf on the Shelf: Activity Book, which is now available for sale! The Elf on the Shelf: Activity Book is designed by the same team that brought you The Elf on the Shelf: A Christmas Tradition. It is designed to encourage togetherness and promote learning by incorporating unique recipes, crafts, activities, coloring pages, and a sing-a-long music CD into a package the entire family will enjoy. Visit the Purchase Page to buy it today!

A: The easiest way to place your order is by clicking on the "Buy Now!" icon located on your left or clicking here. You may also call the office toll-free at 877-919-4105. Any customer service representative will be able to assist you. Should you wish to write a check for your order, mail your payment of $29.95 per unit plus $6.00 x ______ (number of units desired) for shipping and handling to:

The Elf on the Shelf
ATTN: Sales
1590 N Roberts Rd, Suite 106
Kennesaw, GA 30144

Please be aware that paying through personal check may delay the shipment of your order. Please allow 3 weeks for the delivery of your product. Also be sure to include your name and address as well as the name and address of the recipient. If ordering multiple items please call for pricing.

A: In celebration of the Christmas holiday, The Elf on the Shelf will be closed on Saturday, December 22nd through Wednesday, December 26th, 2007. The Elf on the Shelf will also be closed on Monday, December 31st and Tuesday, January 1st, 2008 in honor of The New Year’s holiday.

A: All orders ship from our warehouse within one business day after receipt. The Elf on the Shelf office ships your package using Fed Ex ground unless you specifically choose to use another shipping option. Depending on where you live within the continental United States, you should allow 5-7 business days for your elf's arrival. Outside of the U.S. it may take up to four weeks to receive your order.

Click here to figure exact delivery time to your address

A: The shipment should arrive within the chosen time frame: 1 Business Day for Overnight Deliveries and 2 Business Days for 2-Day Express Delivery. Please remember - FEDEX does not delivery on Saturdays or Sundays.

A: After your order was placed, you should have received an email confirming your order was received. When your order shipped, you received a separate email containing a tracking number. You may use that number to track your package(s) by clicking on the link below:
http://www.fedex.com/us/pckgenvlp/track/index.html

A: There are a number of reasons your package may not have arrived:
1. Be sure you have allowed sufficient time for your product to reach its destination.
2. Check to make sure your order was received by The Elf on the Shelf office and not placed through a third party (i.e., another website or local store front).
3. There are times packages are returned to The Elf on the Shelf headquarters. Most often, the delivery address was insufficient (i.e., lacking an apartment or suite number) or incorrect (i.e., no such street name, house number, or no such person at the address). In those cases, The Elf on the Shelf will try and contact the sender and will gladly resend to a corrected address-provided that the sender is willing to pay the additional shipping charges. We can also refund the purchase price of the item, minus shipping, if an important date has passed and the sender no longer wishes to send the package.

A: At this time, we are unable to ship to Post Office Boxes. Please use an alternate address such as a work address or an actual street address.

A: Yes, we can ship your package to an international destination. However, to ship outside of the continental United States you will need to place your order by phone at 877-919-4105. We can not accept orders for international shipment via the internet or by mail.

A: First, you will want to be sure that your order was actually received and confirmed by The Elf on the Shelf. Did you receive a notice on your screen after you submitted your order that your order was confirmed? Did you receive an email confirmation of the order you placed? If not, your order was never received. If so, please call a customer service representative at 877-919-4105 for assistance in tracking down your order.

A: Please make sure your order has been placed by 3:30pm EST for same day processing and shipment.

A: While The Elf on the Shelf always stands behind their merchandise, they can only accept returns on merchandise purchased directly from them at www.elfontheshelf.com or by phone through their customer service center. Additionally, The Elf on the Shelf will only accept returns within 30 days of the purchase date. If you purchased your copy of The Elf on the Shelf at a store, show, or through another website you should return your merchandise to the original seller for a refund or exchange. If you purchased The Elf on the Shelf directly from the home office, please click here to print out a "Customer Return and Exchange Form". Enclose the form in your package and send it to:
The Elf on the Shelf
ATTN: Returns/Exchange Dept.
1590 N Roberts Rd, Suite 106
Kennesaw, GA 30144

Please note: Shipping and handling fees are NOT refundable.

A: First, you will want to click here to print out a "Customer Return and Exchange Form." Fill out the form completely and include the product piece that needs to be replaced in your exchange package. (For example, if you only need to return the book for exchange, you do not need to send back the entire package with the elf-only include the book.) Send the package to:
The Elf on the Shelf
ATTN: Returns/Exchange Dept.
1590 N Roberts Rd, Suite 106
Kennesaw, GA 30144

Please allow up to three weeks for your new exchanged piece to arrive.

A: The author(s) of The Elf on the Shelf: A Christmas Tradition and the illustrator love to hear from you. You can write to them at 1590 N Roberts Rd. Suite 106 Kennesaw, GA 30144. If you would like to request an authors' appearance please contact The Elf on the Shelf home office at 877-919-4105 or you may visit the Contact Us page for further instructions.