Frequently Asked Questions
Orders
Can I change or cancel my order?
Possibly, if we catch it in time. We begin processing orders quickly, so please contact us as soon as possible if you need to change or cancel something.
Once an order has shipped, we're unable to make changes to it.
Will I receive an order confirmation?
Yes. After you place your order, we'll send a confirmation to the email address you provided during checkout.
If you don't see it, check your spam or junk folder.
Do I have to create an account to order?
No. You can place an order without creating an account. Simply complete checkout with your contact and shipping information.
However if you do create an account at checkout, you can check on the status of your order, create wishlists, manage shipping addresses, save payment methods and more.
Can I order by phone or mail?
Planetsanta orders are placed securely through our website. This allows you to see current inventory, select your size and options, choose your shipping method and review your entire order before placing it.
For help placing an online order, see How to Order
For help tracking your order, see Shipping
Returns & Exchanges
We want you to be happy with your Planetsanta purchase and, most importantly, ready for Santa season. Because most of our products are seasonal and may only be available once a year, we handle returns and exchanges a little differently than a typical retailer.
Can I return an item for a refund?
We do not offer refunds for merchandise simply because you change your mind or no longer need the item.
Our products are highly seasonal. An item returned late in the season may no longer be sellable, even if it appears to be in good condition. This is one of the reasons we carefully manage our inventory throughout the year.
If you need to return an eligible item, we can provide store credit that can be used toward a future Planetsanta purchase.
What if I ordered the wrong size?
We want you to get the right size the first time. Please measure carefully before ordering, and if you're unsure, we're happy to help with sizing before you place your order.
We're happy to help with size exchanges on eligible merchandise.
See our sizing help page so that we avoid sizing mistakes.
To keep the process fair:
- You pay the cost of returning the item to us.
- We pay the shipping cost to send the replacement back to you.
- A size exchange must be approved before you send anything back.
- Please use our Contact Form to request an exchange and tell us what size or item you'd like instead.
- So we can better help you, include your order # and any other details to save time for everyone.
A little planning before you order can save everyone time and shipping costs.
Our goal
We don't want you stuck with something that isn't right for you, and we don't want you spending money unnecessarily on shipping.
That's why we encourage you to contact us before ordering if you're unsure about sizing or have a question about a product.
We'll do our best to help you get it right the first time.
Product Guarantees
Do you guarantee your products?
Yes. We stand behind the products we sell and guarantee them against manufacturing defects.
If you receive an item with a manufacturing problem, please Contact Us promptly so we can make it right.
We'll work with you to resolve the problem and, when appropriate, provide a replacement at no additional cost.
Why are your products different from inexpensive Santa costumes?
We focus on professional and serious Santa performers, rather than novelty costumes.
Our experience in design, manufacturing and the entertainment industry helps us select products that are designed to look good, hold up through a busy season and help you create a convincing Santa character.