FAQ
Frequently Asked Questions
1. Where is My Secret Santa based?
My Secret Santa operates from the State of Wyoming, United States. We proudly serve customers across the U.S., Europe, and many other international destinations.
2. Do you ship worldwide?
Yes. We offer reliable international shipping to most countries around the world. Shipping times and available carriers vary depending on your location, but we ensure safe and trackable delivery for every order.
3. How long does delivery take?
All orders are processed within 1 to 2 business days, followed by 7 to 10 business days for shipping. The total delivery time is typically 8 to 12 business days from the date of purchase.
4. How can I track my order?
Once your order has shipped, you will receive a confirmation email containing your tracking number and a link to follow your package in real time. Please allow up to 48 hours for the tracking information to activate after dispatch.
5. What payment methods do you accept?
We accept all major payment methods, including Visa, MasterCard, American Express, Discover, Apple Pay, and Google Pay. All payments are securely processed through encrypted and PCI-compliant gateways.
6. Do I have to pay customs fees or VAT?
Yes, depending on your location. All prices on our website are exclusive of VAT, import taxes, and customs duties. Customers located outside the United States — including those in the European Union — are responsible for paying any applicable taxes or fees upon delivery.
7. Can I change or cancel my order after placing it?
We process orders quickly, but if you wish to make changes or cancel your order, please contact us immediately at info@mysecretsanta.shop. If your order has not yet been shipped, we will do our best to accommodate your request. Once an order has been dispatched, changes are no longer possible.
8. What is your return policy?
We offer a 30-day return guarantee on all eligible products. Items must be unused, in original packaging, and returned within 30 days of delivery. To request a return, please contact us at info@mysecretsanta.shop for return authorization.
9. How long does it take to receive my refund?
Once your return is received and inspected, your refund will be issued to your original payment method within 7 business days. You will receive an email confirmation once the refund has been processed.
10. Are there any restocking fees?
No. My Secret Santa does not charge any restocking or handling fees for approved returns. You will receive the full product amount back, excluding shipping costs, unless the return is due to a defective or incorrect item.
11. What should I do if I received a defective or wrong item?
If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@mysecretsanta.shop. Include photos of the issue and your order number. We will arrange a replacement or full refund as quickly as possible.
12. Can I exchange an item for another size or color?
We currently do not offer direct exchanges. If you wish to receive a different product or variation, please return the original item for a refund and place a new order on our website.
13. How do I contact customer service?
Our support team is available Monday to Friday, 9:00 AM – 6:00 PM (CST). You can reach us by email at info@mysecretsanta.shop or by phone at +1 307 400 8272. We aim to reply to all inquiries within 24–48 hours.
14. Is my payment information secure?
Yes. All transactions are processed through secure, encrypted payment gateways that meet the highest PCI compliance standards. We never store your full card details on our servers.
15. What makes My Secret Santa different?
We focus on creating joyful gifting experiences by offering unique, high-quality products that bring people together. Every order is handled with care, shipped quickly, and backed by our satisfaction guarantee. At My Secret Santa, giving truly feels special.