Frequently Asked Questions

Where can I visit Santa this year?
In partnership with hundreds of local malls and other venues, we provide holiday photo experiences across North America. Find Santa at a location near you by visiting whereissanta.com.

Who can visit Santa?
Everyone can create Santa Magic with a photo experience! All venues are ADA/AODA compliant. Pets are even invited to visit Santa during Pet Parties at participating locations (service animals always welcome)!! We have no limit on the number of guests who can appear in each photo. As long as you can fit in the frame, we’ll take your photo!

Do you offer sensory-friendly photo experiences with Santa?
Yes! In partnership with Autism Speaks, our Santa Cares events provide sensory-friendly photo experiences at participating locations. Santa Cares is offered as Caring Santa® at Simon mall locations, and as SENSITIVE SANTA™ at Washington Prime Group mall locations.

To learn more about Autism Speaks or donate to support their mission, visit autismspeaks.org. 

Do you have bilingual-speaking Santa experiences?
Yes! We have English & Spanish-speaking Santa experiences at locations in Florida (Dolphin Mall, Miami International Mall) and at The Mall of San Juan in Puerto Rico. 

How does the Santa photo experience work?

1. Arrive at the selected venue during your 15-minute reservation time or stop by as a walk-up guest to meet Santa. If you book a reservation, your booked time slot is shared with other families. 
2. Create Santa Magic! Visit with Santa & let our talented photographers capture the special moment. 
3. Select your photo package or finalize your transaction with a member of our friendly staff to receive your photos, even if you purchased your package in advance online.

 What are the benefits to making a reservation?

1. A FREE, personalized digital message from Santa powered by Portable North Pole 
2. 10 FREE holiday greeting cards from Shutterfly
3. 50% off your Shutterfly order 
4. Your choice of date & time 
5. Smooth checkout after your Santa visit

When do Santa reservations open?
Santa reservations open for select locations on July 1, 2024. All locations are available to book reservations July 25, 2024. Holiday Magic LIVE events open for booking on September 1, 2024. Reservations are open all season while space is available. 

How do I make a reservation?
Go to whereissanta.com to find a Santa photo experience, select your location, choose photo package and book your Santa photos near you. After you complete your reservation, you'll receive a confirmation email with additional information. And don't forget: when you book online, you receive 2 free gifts! Reservations are strongly encouraged but not required.  Please note: 5 families allotted per reservation slot. Please arrive during your 15 minute window.

Can I reschedule or cancel my reservation?
You can reschedule your reservation up to 48 hours prior to your reserved time by clicking MANAGE YOUR RESERVATION in your confirmation email. In the event of a cancelled reservation, no refunds will be provided. All sales are final, including packages pre-purchased online.

What photo packages do you offer?
We offer a selection of photo packages to choose from online or onsite after your Santa visit. Packages may vary by location. If you're unsure which photo package to select when you book your reservation at whereissanta.com, you can choose Reserve Now & Decide Later to lock in your date and time now and select your photo package at checkout onsite after your Santa experience.

Can I take my own photos with my cell phone or another camera?
We have professional photographers on site to capture your visit with Santa, and therefore we do not allow personal photography. 

How do I access my digital photos and when are they available?
If you purchased digital photos, they will be available 24 hours after your Santa photo experience at myholidaymoments.com. Scan the QR code on the back of your photo envelope or follow the link sent via SMS (text message) to myholidaymoments.com. At myholidaymoments.com, enter your email address and the code located on your receipt or printed photo. Photos will be available for 30 days after the season ends. Please download & save your photos to remember the Santa Magic forever.

What are ways we can give back this season?
We encourage all guests to share in the Magic of Giving with us by donating to our charitable partners: Autism Speaks, St. Jude Children’s Research Hospital and SickKids Foundation. Learn about how you can give back at magicofgiving.whereissanta.com. You can donate on behalf of our charitable partners online when you book your reservation or at checkout after your Santa visit (charitable partner donations can vary by location). 

Browser / Payment Processing Troubleshooting

For issues processing payment in your browser, try the following:

• Make sure that your browser is up to date. Here are instructions for how to do so for our supported desktop browsers: Chrome, Firefox and Safari.

• Clear the cache on your browser. Instructions for clearing your cache will vary depending on your browser. Accessing the Help menu on your browser should allow you to locate step-by-step instructions.

• Switch to a different browser: Chrome, Safari, Edge or Firefox. Double check that you are running the most up-to-date version of these browsers.

How can I contact Customer Service?
Access our live support chat on our websites (orange SUPPORT in bottom right corner of your browser) or submit an inquiry to our Customer Service team at  help.myholidaymoments.com.

What free gifts do I receive from Shutterfly?

1. 10 free 5x7 greetings cards  
2. 50% off your order at Shutterfly.com 
   *Exclusions apply. Please refer to the card that contains your unique code for details.  

Who is eligible to receive these gifts from Shutterfly? 
Every guest who visits Santa and purchases a photo package will receive a card with a unique code and instructions for claiming their gifts at http://shutterfly.com/offer/santa. 

When will I receive my gifts from Shutterfly?
After you visit Santa and purchase your photos, you’ll receive a card with a unique code and instructions for claiming your gifts at http://shutterfly.com/offer/santa.

What is the fine print? 
Offer expires January 31, 2025 (11:59 P.M. PT). Offer is good for 50% off one regular-priced order and 10 free Shutterfly square trim, signature cardstock cards (6x8 flat, 5x7 flat, 5x5 flat, 4x8 flat or standard, 5x7 folded, 5x7 trifold, 5x7 gatefold or standard, foil-stamped (with a purchase of 20 foil-stamped cards), personalized foil (with a purchase of 20 personalized foil cards) or glitter cards (with a purchase of 20 glitter cards) through shutterfly.com or the Shutterfly app. Not valid on sale prices, Tiny Prints products, personalized postage stamps, prepaid, annual savings plans and video plans, yearbook orders, gift certificates, photo paper cards, mix and match cards sets, 4x5 flat, 3x5 folded, wedding suite cards, Wedding Paper Divas card designs, other card sizes, prepaid plans, annual savings plans, cards sent using mailing services, orders placed for in-store pick up other products and prior purchases. Other trim, paper and envelope options may incur extra fees. Cannot be combined with other free cards offers. Free offers cannot be combined with free shipping. Taxes, shipping and handling may apply. Offer cannot be combined with other code-based %-off or $-off offers. Offer cannot be redeemed for cash. Shutterfly may modify or replace any part of these terms and conditions without notice at any time. Shutterfly may refuse or cancel orders due to promo and pricing errors, fraud, misuse, or unauthorized use. Valid while supplies last. Not valid in Quebec.

Who do I contact if I need help accessing my free gifts from Shutterfly?
Contact Shutterfly Support for assistance at https://support.shutterfly.com.

What free gifts do I receive from Portable North Pole?
1. A FREE personalized message from Santa before visiting the mall for Santa Magic photos (exclusively for reservations made at whereissanta.com).  
2. A FREE personalized message from the North Pole after your visit with Santa.

How do I access my free reservation gifts from Portable North Pole?
After you make your reservation at whereissanta.com, you'll receive an email with instructions for accessing your phone call. If you've chosen to receive text messages, you'll also receive a text with a link. 

After your visit with Santa, you'll receive a text messages with a link to access your video. The link will also be included in an email you receive after accessing your photo at myholidaymoments.com.

Who do I contact if I need help accessing my free gifts from Portable North Pole?
Contact PNP’s Customer Support team for assistance at cherryhill@portablenorthpole.zendesk.com. 

About Spirit Christmas
Deck the halls with Spirit Christmas, the newest holiday retailer with eight locations lighting up the Northeast this November and December. Each store offers a unique shopping experience, brimming with a vast assortment of holiday décor, apparel, inflatables, gifts, and stocking stuffers. Guests can meet Santa for their annual Christmas card photo and receive a free digital postcard featuring you and Santa. Wander through the life-sized gingerbread village, where you can mail your letter to Santa at the North Pole and find out whether you’ve been naughty or nice. Bring the joy of Christmas to life by visiting a store near you. For the list of stores and to book your visit with Santa, visit the Spirit Christmas website.

What is Spirit Christmas?
This holiday season, visit Spirit Christmas stores for everything you need to celebrate—decorations, inflatables, festive apparel, stocking stuffers, and gifts for everyone on your list. Plus, don’t miss the Santa Photo Experiences available on select dates and times to capture a special holiday memory! Learn more about the retail experience here.

Where can I find Spirit Christmas locations?
You can find the eight (8) Spirit Christmas locations from the 2024 holiday season here.  

How can I book Santa photos at a Spirit Christmas location?
Click the link of your selected location to book a reservation at your Spirit Christmas store here.