Customer Service | Contact Us | Joan's Story

Customer Service

Shipping & Delivery

For your convienience and ours, we apply a flatrate shipping & handling amount of $5.00 per order.
You will reveive notice when your order has been shipped with any pertinant shipping information.

Privacy & Security

We appreciate the trust you place in Joan Shepherd's Letters from Santa, and we are committed to respecting your privacy and the security of your personal information. Our privacy policy, updated on September 9, 2015, describes the information we collect and how we use it.

We always welcome your questions and feedback. For privacy-related issues, please contact us.

Information We Collect
We may collect information (including name, address, telephone number, email address and date of birth) when you:
  • Place an order from our catalogs or on our Web site
  • Request a catalog
  • Receive a gift package
  • Create an account at joanshepherdlettersfromsanta.com
  • Sign up for Joan Shepherd's Letters from Santa email updates
  • Are referred to us through a marketing promotion

We maintain the data that you provide us, along with a record of your purchases, in a secure database.

We also gather information about how visitors navigate through our Web site by using clickstream data gathered with "cookies".

Information We DO NOT Collect
For purchases we direct you off of our site, and onto Paypal's site to run the transaction. Therefor we never collect, or retain, your credit card information on our site. Please see Paypal's Privacy Policy regarding your credit card information.

Returns & Replacements

When you shop at Joan Shepherd's Letters from Santa, your satisfaction is always guaranteed. In the event you do need to return or exchange an item you purchased from us, we want to make it as easy as possible. Please contact us with any concerns or questions.

Ordering

Finding the Items You Want

Use the navigation menus at the top of any page to start shopping any of our online departments. You can also search our site by entering a keyword into the search box at the top left of any page. Detailed product information is just a click or two away.

Adding Items to Your Shopping Bag

Once you've found an item you'd like to order, simply select all the required options (such as p.s. information) and click "Add toCart."

Changing the Shipping Recipient for an Item

Click the Shopping Bag icon at the upper right corner of any page to visit your Shopping Cart. Choose "Add New Recipient" from the dropdown menu next to the item, and enter a nickname (like "Dad" or "Suzie at Work"). We'll ask you for shipping information during checkout.

If you have an JoanShepherdLettersfromSanta.com account and are logged in, you can also choose from a list of previously saved recipients.

Saving an Item for Later Purchase

If you have an item in your Shopping Cart you'd like to purchase during another visit, select the "Save to Wishlist" option that appears below the item. To access this helpful feature, we invite you to Create an Account.

Checking Out and Completing Your Order

From your Shopping Cart, click the "Check Out" button.

If you have an JoanShepherdLettersfromSanta.com account, log in now and we'll automatically fill in available shipping and billing information to save time during checkout.

If you don't have an JoanShepherdLettersfromSanta.com account, you can check out as a guest. Once you have completed your order, we'll ask you if you'd like to create an account to use next time you visit.

Proceed through the checkout screens, filling out the required information on each page. The progress indicator will let you know when you've completed the Shipping Information and Payment Information sections.

On the Review and Submit Order page, you'll have one more chance to look over your order. Click "Submit Order" to place the order. The last screen will be a Thank You page, which you can print out for your records.

We'll send you an order confirmation via email, to be followed by a shipping notification. Please feel free to contact us if you have questions or comments about your order.

Viewing Orders

If you have an JoanShepherdLettersfromSanta.com account, log in and click on the 'My Account' button in the top menu. From here, you can see your past orders, and recipients.

Updating Account Information

For successful communication and order processing, we ask that you keep you account information as updated as possible.