Frequently Asked Questions
Personalized by Santa is a family business from Sudbury, Ontario that has been personalizing Christmas ornaments for over 20 years. Here are the answers to the questions we hear most. Can't find yours? Email us at info@personalizedbysanta.ca or call (705) 507-5704.
Personalization
How does personalization work?
Choose your ornament, click the red "Personalize It" button on the product page and enter the names, a date or a short message. Personalization is free on every ornament. Our team in Sudbury writes every name by hand.
How many characters can I add?
Most ornaments fit 8–10 characters per name, depending on the design. Family ornaments have a separate field for each family member, so everyone gets their own name, pets included.
Will I see my ornament before it ships?
Usually, yes. Before your order goes out we generally send you a photo of the finished ornament to confirm that every name is spelled correctly.
I made a typo in my order. Can you fix it?
Yes, as long as your order hasn't shipped yet. Email us at info@personalizedbysanta.ca as soon as possible with your order number and the correct spelling, or reply to the confirmation photo we send you.
Can I order a photo ornament?
Yes. Our Photo Ornament lets you upload your own picture. Please only upload photos you have the right to use.
Shipping and delivery
How long does it take to receive my order?
Orders are usually personalized the next business day and shipped within 72 hours with Canada Post. Canada Post delivers in 2–8 business days with Expedited and 2–4 business days with Xpresspost. You'll see the delivery estimate for your address at checkout.
How do I make sure my ornaments arrive before Christmas?
Order as early as you can. Later in December, choose Xpresspost at checkout and check the Canada Post delivery estimate shown there before you pay. In Sudbury you can also order online and pick up at our kiosk.
How much is shipping?
Shipping rates are calculated by Canada Post at checkout based on your address and the service you choose. Orders over $100 ship free within Canada.
Do you ship outside Canada?
Yes, we ship internationally. Shipping costs and delivery times are calculated at checkout.
Can I ship a gift directly to someone else?
Yes. Just enter the recipient's address as the shipping address at checkout. Add our gift box if you'd like it ready to give.
Prices and savings
How much do personalized ornaments cost?
Most ornaments are $21.99 and large family ornaments (families of 6 and up) are $24.99, with personalization included.
Do you have a discount when buying more than one?
Yes. You save $5 on every extra ornament in your order, and orders of 8 or more items get 20% off. It's applied automatically in your cart, no code needed, and you can mix and match designs. Stockings, table toppers and prints count too.
Kiosks and pickup
Where can I find you in person?
Our main kiosk is at the New Sudbury Centre, 1349 Lasalle Blvd, Sudbury (beside Charm Jewelry). This season we're also opening kiosks at Place d'Orléans and St. Laurent Shopping Centre in Ottawa. See all addresses and hours on our Locations page.
Can I order online and pick up in store?
Yes. Choose "Pickup" at checkout and pick up your order at the New Sudbury Centre kiosk, usually within 2–4 days. There's no shipping cost and the same multi-buy savings apply.
Returns and problems
Can I return a personalized ornament?
Because every ornament is made with your names, personalized items can't be returned. That's why we confirm the spelling with you before shipping. Non-personalized items can be returned within 30 days in their original condition. See our refund policy.
What if my ornament arrives damaged or wrong?
Please check your order when it arrives and contact us right away at info@personalizedbysanta.ca with a photo. We'll look at it and make it right.
Find the right ornament
Browse family ornaments, Baby's First Christmas ornaments, pet ornaments, couple ornaments, kids ornaments, sports ornaments and personalized stockings.