Santa FAQ

Santa FAQ2023-10-21T03:28:25-07:00

Santa Visit FAQ

Everything you need to know

This area should tell you everything you need to know about your visit with Santa.

Need to know more?

If your question isn’t answered in our FAQ section please email us at

It is a very busy time of year so please allow up to 48 hours for us to reply

Frequently Asked Questions

SNOW or bad weather days2023-10-20T06:47:52-07:00

Rescheduling in less than 48hrs is only permitted if the location is closed due to bad weather or other reason. In the unlikely event this happens we’ll notify guests through social media.

If the location is closed we will of course either re-schedule or refund your booking. Send an email to with the details of your booking, name, time of booking, date, package purchased etc.

If the location is open, there are no refunds if you cannot make your reserved time.

My child WOULDN’T SIT or stand with Santa, can I have a refund2023-10-20T05:35:07-07:00

Sorry but we cannot offer refunds if your child wouldn’t sit or stand with Santa. Santa and the staff’s time were reserved for you.

Can I purchase EXTRA COPIES or packages on the day2023-10-20T05:34:41-07:00

Absolutely. You can purchase extra prints and/or digital photos on the day. Note we accept debit and credit cards, no cash please.

Can I select MULTIPLE PHOTOS with multiple GROUPS2023-10-20T05:47:33-07:00

Each package is priced for one sitting of one group or child. A series of photos are taken and ONE of these is selected and printed. This same photos is the one emailed to you, if the packaged you purchased includes the digital file.

Additional digital files (or prints) are available for purchase without having to buy a separate package, providing the group/children remain the same.

For example:
Pose one – child with Santa
Pose two – A second photo of child or child and parents with Santa.
A second (or more) digital file/print of the same group

Swapping out friend’s or family groups is not permitted. They should purchase their own booking and package.

Can I SELECT the photos you print2023-10-15T13:37:53-07:00

Yes, Absolutely. The photographer will take several photos of your family and show you the ones they think are suitable for printing. Most sites have a separate screen for you to see these images. Note only ONE photo can be selected and used to print your package. There are upgrades available if you wanted more photos in both printed and digital formats. Pricing and payment is available on-site.

I want to CANCEL, RE-SCHEDULE or TRANSFER my booking2023-10-20T08:20:07-07:00

You can re-schedule your appointment yourself at anytime up to 48 hours prior your visit time. Refer back to your original booking conformation email for details and a link to change your booking.

Cancellations can only be done via email. Note that a $5 administration fee will be deducted from your refund. Please email us at Refunds (minus a $5 administration fee) may take 10-14 business days from the time we receive your email.

Sorry, no changes or cancellations allowed within 48 hours. You may however transfer your booking to a friend or other family member who can come in your place. We will need to know the name, email, cell number of the guest coming in your place, along with all your original booking details. Please email us at

What if we CANNOT MAKE the appointment or will be late?2023-10-20T05:52:30-07:00

Staff may try to accommodate late comers, IF they are able to fit you in. This is a time sensitive event so there are no refunds for late arrivals and no shows.

How MANY PEOPLE can visit Santa?2023-10-20T05:53:15-07:00

At most locations we can fit in larger groups but remember we will need to take a wider shot so you may see things in the background, like stores or other people that fall outside of the Santa set.

WHAT TIME should I arrive for my visit?2023-10-20T05:33:53-07:00

You should arrive at least 5-10 minutes before your booked time. However, we encourage you to arrive much earlier and make the most of your trip to the Mall! Late arrivals may lose their booking and no refunds will be given.

I’ve not received my DIGITAL PHOTO via email?2023-10-16T08:35:39-07:00

Not all photo packages include the digital file. For those that do, we use the email address you provided when you booked your visit. Sometimes these emails go to your Junk Folder so please check there first.

If you still cannot find your photo, please use our MISSING PHOTO FORM. You will need to provide ALL of the following information:

  1. NAME & EMAIL ADDRESS the booking was made under
  2. LOCATION, DATE and TIME your photo was taken
  3. A copy of the actual photo that is missing (take it with your phone)
  4. Proof of package purchased

NOTE: We will not be able to locate your missing photo if this information is not provided.


Are you offering PET PHOTOS?2023-10-20T05:57:22-07:00

Pet photos will be available in certain locations. Please check your local site’s info page on our website to see if they are available and the schedule. Outside of these sites and times, sorry but Santa cannot see your pets.

What is your CANCELLATION POLICY?2023-10-20T08:21:46-07:00

Book with confidence knowing that if things change, subject to availability you can reschedule anytime UP TO 48 hours prior your visit. Cancellations are subject to a $5 administration fee. Please email Within 48 hours appointments cannot be cancelled or refunded.

Do we need to wear MASKS?2023-10-20T05:22:34-07:00

You will NOT be required to wear masks this year. If things change we’ll let you know.

Can we arrive WITHOUT A BOOKING?2023-10-20T05:21:52-07:00

Visits require pre-booking through our reservation system. This is to provide a far better experience for you and your family. On some quieter days we may have space to accommodate walk-ins but you may be required to wait in-line – with preference given to pre-booked appointments. There is no guarantee Santa will be able to see you so pre-booking is recommended.

Go to Top