Digital products
Because our products are digital files that can be downloaded and printed right away, purchases are generally not refundable once the file has been delivered to your account. This does not limit any refund right you have by law.
You will get a refund or replacement if
- We could not deliver your file, or your download or personalization did not become available within 48 hours of a confirmed payment.
- The file is corrupted, will not open, is missing pages, or is materially different from its description.
- A personalized keepsake contains a mistake we made (for example, the name you entered is printed wrong).
- You were charged twice for the same order, or a charge was made without your authorization.
- The law where you live gives you a right to a refund.
For a mistake in a personalized keepsake, we will first offer to correct it. If we cannot, we will refund you.
How to ask
Contact us with your order date, the product name and a short description of the problem (a screenshot helps) within 30 days of purchase. We aim to respond within 2 business days. Approved refunds go back to your original payment method; your bank may take 5 to 10 business days to show it. Refunded orders lose access to the related downloads and unused personalizations.
Card disputes
Please contact us before disputing a charge with your bank so we can help quickly. You keep every right to dispute an unauthorized charge.
See also our Terms of Service.
Contact
Santa's North Pole Tracker is operated by EProducts Empire.
Our verified support email and mailing address are being finalized and will be listed here and on the Contact page before the shop opens.
We aim to reply within 2 business days, and within 10 business days for privacy requests (or sooner where the law requires).