Why can't I complete my order?
What methods of payment do you accept?
On the web, the elves accept two types of payment methods:
1. Credit Card (VISA, MasterCard)
NOTE: PayPal is a recognized online payment service. All data supplied to PayPal is securely encrypted. If you choose to pay via PayPal, you will be offered additional options (if you create a new PayPal account). Options include bank account payments and additional credit cards, depending on your location.
On the mobile app, payment is made through the App Store and Google Play.
Can I cancel or modify my order?
You can change or cancel your order before you click Confirm payment at the end of checkout. But once the payment is confirmed, it can no longer be cancelled or modified. If you wish to add items, you must create a new order. If you made a purchase by mistake, contact our elves for assistance HERE.
How do I check the status of my order?
When you have completed your purchase, you will receive an email with the order number and a link to access your order details.
Alternatively, you can access your order details on the website:
1. Click Log in on the top right corner of the page using your email and password combination, or by connecting with Facebook or Google.
2. Click your username and select My Account.
3. Scroll down to the My Orders section.
What do I do if my transaction is refused?
Depending on which payment method you used, contact your credit card company or PayPal customer service.
What currencies do you accept?
The currency charged corresponds to the customer's IP address.
NOTE: Using proxy and VPN programs may impact this state.
The elves have compiled a list of accepted currencies:
-American customers will be charged in US dollars (USD)
-Canadian customers will be charged in Canadian dollars (CAD)
-European customers will be charged in Euros (EUR)
-United Kingdom customers will be charged in Pounds Sterling (GBP)
-Australian customers will be charged in Australian dollars (AUD)
-New Zealander customers will be charged in New Zealand dollars (NZD)
-Japanese customers will be charged in Japanese YEN (JPY)
-Any other customers will be charged in US Dollars (USD)
Is your PNP site secure and how do you guarantee the privacy of the information provided?
PNP uses industry-standard technology for secure commercial transactions. Security protocol encrypts all your personal information, such as your name, address and credit card number, so that it is rendered unreadable. The elves ensure that all transactions that require your credit card number and your personal information are secure and encrypted using PayPal, Ltd. or any other third party payment processor.
What happens to the personal information, personalized video messages, and photos I uploaded? How long will they be kept?
Can someone other than the creator or recipient view or purchase my HD video messages?
All personalized video messages are strictly private due to the use of unique URL addresses that grant access to creators and recipients identified in the personalization process; however, if you share the video link with others, display it on a public computer, or share it on social media, anyone with access to the link will be able to view it.
NOTE: Only the owner of the Santa Video may use the "Download HD" option to create a keepsake of this magical memory.
Can your personalized video messages infect my computer with a virus?
All Santa Videos sent from PNP’s website are kept on the PNP server, so viruses are nearly impossible. If your video is not sent from a PNP server, there is a risk comparable to any email received with an attached file.
Will you share my personal information?
How do I check if my browser is up to date?
To make sure that you're updated to the newest version, please find your browser in the list below.
1. Open Chrome's Settings menu (on Mac, select "Chrome"), and click on "About"
2. Chrome will automatically search for updates, and display if any are available
3. If there is an update, click on "Relaunch"
1. Click the menu button, and select the question mark icon (on Mac, select "Firefox")
2. Select "About Firefox"
3. Firefox will automatically search for updates, and display if any are available
4. Follow the prompts to update
1. Open IE's settings menu, and click on "About Internet Explorer"
2. If "Install new versions automatically" isn't checked off, check it
3. Follow the prompts to update
1. Open the App store on your Mac, and click Updates in the toolbar
2. If updates are available, follow the prompts to update
How can I prevent PNP emails from being rejected or undelivered?
1. When an email is filtered into your spam folder, click “Not Spam” to notify your email service of the error.
2. Add the PNP domain to your safe sender's list.
3. Check your spam or junk mail folders periodically.
For more information on spam settings for major email providers, please check the links below.
For Gmail click HERE.
For Outlook.com (Formerly Hotmail) click HERE.
For AOL click HERE.
For Yahoo click HERE.
How do I clear my browser's cache?
To learn how to delete your browsing history in Internet Explorer, please click the following link:
To learn how to clear the cache on Firefox, please click the following link:
To learn how to remove stored cookies and data from Safari, please click the following link:
To learn how to clear the browsing data on Google Chrome for Android, please click on following link:
To learn how to clear the browsing data on Google Chrome for PC and/or Mac, please click on following link:
To learn how to clear the browsing data on Google Chrome for iOS, please click on following link:
How do I download the latest versions of Internet browsers?
How do I enable cookies on my browser?
For Internet Explorer 9, 10, 11:
1. Open Internet Explorer.
2. Click the gear-wheel icon at the top right of the browser window.
3. Click Internet Options.
4. Click Privacy.
5. Select Automatic Cookie Handling.
6. Set the slider to Medium. This should be enough to enable cookies on the PNP website.
7. It is also recommended that you add PNP to your "Sites list". To do this, click Sites and enter the PNP URL in the "Address of Website" box.
8. Click Allow > OK.
9. Close the Internet Options window.
1. Open Safari.
2. On the toolbar, click Safari > Preferences.
3. Click Security.
4. Under the "Accept cookies" section, select Only from sites I visit.
5. Exit Preferences.
1. Open Firefox.
2. Click Options.
3. Click the Privacy tab and select Firefox will: Remember history.
For Google Chrome:
1. Open Google Chrome.
2. Click the Tools menu and select Settings.
3. Click Show Advanced Settings.
4. In the Privacy section, click Content Settings.
5. In the Cookies section, click the radio button next to "Allow local data to be set (recommended)".
6. Click OK.
You didn't find the answer or solution you were looking for in our FAQ?Ask the elves!