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? Contact us for further assistance.
Why do I need to verify my account?
Having users verify their accounts is one of the ways strives to create a kid-safe website experience. By verifying your account, you’re letting 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. If you need additional help, please contact us 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, contact us with your full name and email address, 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, 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.
Can I adopt a Scout Elf directly from your website?
Santa is operating a Scout Elf adoption center at Scout Elves can also be adopted from physical Santa-certified adoption centers. Click here to find an adoption center near you.
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. 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, will be unable to automatically provide you with your log-in information.

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 are Elf Pets®?
The Elf on the Shelf® Elf Pets® are special North Pole animals you can adopt and love. Sent straight from Santa, each Elf Pets® Reindeer and Elf Pets® Saint Bernard come with a special storybook and an official adoption certificate, but most importantly each pet needs children to help them complete their unique mission for Santa Claus.
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 Elf Pets®: A Saint Bernard Tradition?
This playful, yet heartfelt story centers around Saint Bernard pups who are sent to families around the world for adoption, with the goal of helping Santa build Christmas magic at the North Pole. Elf Pets®: A Saint Bernard Tradition is a heartwarming tale designed to encourage children to engage in acts of kindness in order to increase the holiday cheer Santa needs to complete Yuletide missions. Do your part to raise Christmas spirit by adopting an Elf Pets® Saint Bernard this season.
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 Thursday from 9 am until 5 pm EST, and Friday from 9am until 1pm 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
How can I adopt a Scout Elf or Elf Pet?
Scout Elves and Elf Pets® 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, the Elf on the Shelf® and Elf Pets® can be adopted, too. To find an adoption center near you, visit Remember to call ahead to make sure the elves, reindeer and Saint Bernards are ready for adoption!

Scout Elf Questions

When does my Scout Elf arrive?
Your Scout Elf can arrive anytime during the holidays, but typically he or she will arrive at the beginning of your family’s holiday celebrations and return to the North Pole with Santa Claus on Christmas Eve. Santa sends most of his Scout Elves during Scout Elf Return Week, which runs from November 25 to December 2.
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. Here are a few suggestions to help your elf get their magic back.

  1. Write a note to your elf or Santa apologizing for touching your elf. This is the most effective way to help revive your Scout Elf.
  2. Sprinkle a little cinnamon next to your elf! Cinnamon is like vitamins for your elf. It will help them get back to the North Pole where the elf doctors can check them out!
  3. Elves love Christmas carols! Try singing one with your family.
What if my Scout Elf hasn’t moved?
Don’t worry. Sometimes your elf will have a favorite spot they like to return to day after day, just like you might have a favorite chair or a spot on the couch. If the elf hasn’t moved, they are probably just returning to one of their favorite spots!
Why doesn’t my Scout Elf stay with me all year?
The Scout Elves must return to the North Pole to help Santa and Mrs. Claus get ready for Christmas next year. Santa needs all the help he can get! Scout Elves also use the time to share stories, complete flight training and more!
What does my Scout Elf tell Santa?
Your Scout Elf tells Santa all sorts of things—mostly about the kind and helpful things you and your family do every day!
Why does my Scout Elf go to the North Pole every night?
Scout Elves go to the North Pole each and every night during the holiday season so they 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 and your family have been up to!
How does my Scout Elf receive a name?
Read The Elf on the Shelf®: A Christmas Tradition with your family after you adopt a Scout Elf, then you can choose a name for him or her—that’s how the elf will receive the Christmas magic he or she needs to fly to the North Pole to report to Santa every night! You can name your Scout Elf anything you please! See some of the most popular elf names here.

Letters To Santa Questions

What happens if you write on the front and back of Santa’s Special Paper™?
You can write on both sides of the paper; however, the front side has a festive design which will make your letter to Santa even more magical!
My child is complaining that they can't fit their entire list on the paper. Do you sell larger sheets?
Santa’s Special Paper™ only comes in one size, but rest assured that if your child’s writing is legible on the sheet, Santa will be able to read the letter once it has shrunken down to elf-size! If you discover that you need additional sheets, please visit contact us.
Do you have to leave room around the edges of the paper?
No, if your text is on Santa’s Special Paper™ it will show up once the letter is shrunken.
What size font do you have to write in for it to be legible?
As long as you are able to fit your writing on Santa’s Special Paper™, and it is legible, Santa will be able to read it even after your letter has been shrunken to elf-size.
Can I write on the shrunken letters?
Yes, although you will not be able to see the shrinking effect since the letter has already been baked.
Can I use other markers on the paper? What about pens, pencils or crayons?
Other markers may be used, but might not produce desired results. It is not recommended to use crayons, pens or pencils on Santa’s Special Paper™.
Are the markers permanent?
The markers are a water-based formula and can be washed from skin and most clothing. We recommend washing any clothing that has come into contact with the markers promptly and by following the clothing manufacturer’s directions. Please keep markers away from materials that cannot be laundered (i.e. walls, carpeting, etc.).
What if you make a mistake? Can you erase or use white-out?
Prior to baking your ornament, you can take a damp cloth and gently wipe away the markings made with the provided markers.
How many times can you reuse the parchment paper?
As long as the parchment paper remains clean and undamaged you can continue to use it.
Can you buy your own parchment paper to use if the ones provided become dirty or damaged?
Yes, you can replace the parchment paper with your own.
What happens if my parchment paper is folded/creased?
It is important to make sure both sheets of parchment paper are always flat and undamaged, otherwise any inconsistencies could transfer to your ornament when baking.
What happens if Mrs. Claus Magic Press gets dirty?
Simply rinse it with cool water and dry it with a lint-free cloth.
Are there any fumes that are given off when the paper bakes?
All project materials have passed all applicable toy safety compliance standards. Additionally, Mrs. Claus’ Magic Press is made of food grade silicone.
Can I use a toaster oven or microwave?
CCA and B, LLC does not endorse use of a toaster oven or microwave, and only recommends use of an oven with adult supervisor. It’s important to follow the instructions provided in Scout Elf Express Delivers Letters to Santa.
What happens if we accidentally leave it in the oven too long?
If the letter is left in the oven past the recommended time length, it will have completed the shrinking process and could potentially tarnish if left too long. It’s important to follow the instructions for optimal results, and never leave unattended while it is shrinking in the oven.
How long will the keepsake ornaments last? Are they breakable?
These ornaments are very durable; however, water or moisture can cause damage so this should be avoided. Ornaments should be stored and handled with care just as a Christmas ornament would be.

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!

Scout Elf Registry

Reindeer Registry

Saint Bernard Registry