FAQ — Frequently Asked Questions

1. What exactly is SantaVideoExpress?

SantaVideoExpress creates personalized Santa Claus video messages for children.
Each video includes your child’s name and custom details you send us. Delivery is digital by email.

2. How long does it take to receive my video?

Most videos are delivered within 24 hours after you submit your child’s details and photo.

3. How do I send my child’s details and photo?

After checkout, you will be redirected to a page where you can upload:

  • child’s name

  • age

  • custom details

  • photo (if required)

  • email for delivery

If you miss the redirect, an email with instructions will also be sent automatically.

4. What if I make a mistake in the details I submit?

If you entered incorrect information (name, age, spelling, etc.), you MUST email us with the corrections within 2 hours!
No refunds are issued for incorrect submissions.

5. What if the mistake is on your side?

If we make an error, we will correct the video free of charge and resend it.

6. Can I get a refund if I change my mind?

No.
Because all videos are custom-made, all sales are final.
We do not offer refunds or cancellations once production has started.

7. How will I receive my video?

Your personalized video will be delivered by email in one of the following ways:

  • MP4 file attachment

  • secure download link

Make sure to check spam/promotions if you don’t see our email.

8. What if I didn’t receive my video?

Please:

  1. Check your spam/junk folder

  2. Verify the email used at checkout

  3. Contact us and we will resend the video

We always deliver all orders.

9. What file format are the videos?

All videos are delivered in MP4 format, compatible with:

  • phones

  • tablets

  • laptops

  • Smart TVs

  • social media

10. Can I order videos for more than one child?

Yes.
Please place one order per child to ensure correct personalization.

11. Can I use the video on social media?

Yes, you can share it with family and friends.
However, commercial use is not allowed.

12. Do you offer different versions of the video?

Yes.
We offer multiple options such as:

  • standard version (1:30 minutes aprox.) (depends on how many details you send us)

  • standard version (2:30 minutes aprox.) (depends on how many details you send us)

  • premium story version (6:30 minutes aprox.) (depends on how many details you send us)

All variations are listed on the product page.

13. Are the videos in English or Spanish?

We offer options for both:

  • English

  • Spanish

14. What payments do you accept?

We accept:

  • credit/debit cards

  • Apple Pay

  • Google Pay

  • PayPal (optional)

  • Crypto (USDC - BTC -ETH)

All payments are processed securely.

15. Who do I contact for support?

For any questions or issues, email us at:
sales@santavideoexpress.store

We respond as quickly as possible, especially during the holiday season.