Home » FAQ's
Frequently Asked Questions
- Who is Santas Choice
Santas Choice allows you to layaway your Summer and Christmas groceries. Ordering a Santas Choice grocery Hamper is the smart way to save for the Holidays! Our team has years of experience delivering Hampers, and our customer service team gets rave reviews from our customers. The team is dedicated to providing top quality customer service and products. We are based in Ontario Canada.
- How does it work?
It's easy! Browse our catalogue or visit our website. Choose what you would like to have delivered in Summer or at Christmas (Many of our current customers order for both!). Start your customized layaway program by ordering online or through our call centre on 1 800 847 0236. Then when your payments are finished we deliver your Hampers to your door. And, Santas Choice is not just about food Hampers! We now offer household products, electronics, toy and gifts and gift cards.
- What is included in the price of the Hampers?
Our Hamper prices include the food, all taxes, as well as shipping and handling of your order**. Just think of the savings in gas, no waiting in line-ups at the store, and most importantly, the time you will save! One price - from our catalogue to your door! Some people say that they can buy the same amount of food at the grocery store for less. That may be true today, but remember that our prices are LOCKED IN for a FULL YEAR. Retail prices always seem to be going up but not with Santas Choice! ** If you live in an area deemed rural by Canada Post, delivery charges may apply. These will be confirmed at the time of your order.
- About the Major Appliances
For Major Appliances, delivery fees will be ESTIMATED based on your postal code. These fees will bed added once your orderI has been entered into our system, and will be reflected on your confirmation email. Around August, we will review the Delivery Fee and make any adjustments based on actual rates.
- How do I place an order?
It's so easy! You can order on our secure website, mail, fax or just calling us on 1 800 847 0236! On-line shopping is available 24 hours a day! Once you place your order, we will write or email confirmation of your order details and payment amount.
- Can I order a hamper as a gift for someone else?
Yes! When you order, simply let us know that it's a gift and we'll use the recipient's address for delivery. Be sure to provide their complete delivery address, including buzzer code or special instructions, and their phone number. At delivery time, we will write to them to let them know of their delivery date.
- Can I customize my hamper?
Because we will be packing thousands of food Hampers it's just too hard for you to choose individual items that will go in your Hamper and for us to pack it. However we think we've done a pretty good job choosing what goes into your Hampers. Plus we now have even more Customer Choice Hampers that let you customize parts of your Hamper to best meet your needs. They're all top brands that you see everyday in the grocery stores.
- Can I change my order?
Yes you can! We have to limit the time for changes before the end of the season so we can order & pack all the Hampers. You can make changes or additions to your order up to the date shown below.
- Christmas 2012: October 1, 2012
- Summer 2013: April 19, 2013
- Christmas 2013: Oct 1, 2013
- How do I pay for my hampers?
- Pre-authorized debit – the only way to order online if you are placing your order online, you will asked for your banking details.
- Telephone / internet banking / Bill Payment at your bank (use your Santas Choice customer number as your Account Number)
- Cheques - Please make payable to Santas Choice Inc.
- Money orders - Please make payable to Santas Choice Inc.
Pre-authorized debit straight from your bank account is the most convenient for regularly scheduled payments. You pick the payment schedule, and start date. Your total order amount is divided by the number of payments between the time you place your order and the final payment date for that catalogue. Santas Choice will only take out what you agree to pay. If you choose to pay by methods other than pre-authorized debit, it is your responsibility to ensure that we receive your payment according to your payment schedule to avoid having your order reduced or cancelled.
- When are the Final Payment Dates
- Christmas 2012: October 19, 2012
- Summer 2013: May 3, 2013
- Christmas 2013: Oct 18, 2013
Full payment for your order must be received by the final payment date. If you have not completed your payments for your order, we will reduce the order to the amount paid. If you pay by cheque, money order or telephone banking, please be sure to send it in so we have it before the final payment date.
- What is your refund policy?
All payments made to your order are held as non refundable deposits. You are our first priority, and we will work out a solution with you. If your circumstances change, we will work out a payment plan with you and help you select an order up to the amount paid. If you need to cancel your order, we will deliver any Hampers that you have paid for. This means that if you had saved $300, we will help you choose Hampers, products or gift certificates worth $300.
Santas Choice No Refund policy takes effect 15 days after you place your order. Upon approval by Santas Choice, at our sole discretion, any permitted cancellation after such day will be subject to a 25% administration fee based upon the amount you paid to the date of cancellation.
- Where does Santas Choice Deliver?
Santas Choice is pleased to be delivering across Canada (excluding the Yukon, NWT, and Nunavut)! If you live in an area deemed rural by Canada Post, delivery charges may apply. These will be confirmed at the time of your order.
- When do I get my hampers?
All Hampers will be delivered between mid November and mid December for Christmas orders and in June for Summer orders. A few weeks before delivery, we will mail you a Delivery Advice letter with your delivery date for your grocery Hampers.
You'll need to make arrangements to be home on that day:
- A few weeks before delivery, we will mail you a Delivery Advice letter with your delivery date for your food Hampers. You'll need to make arrangements to be home on that day. Delivery advice letters are mailed to the delivery address.
- Gift Certificates will be sent by registered mail, so you have time to plan your shopping trip!
- Electronics, toys and gifts or other non grocery Hampers may arrive separately from your grocery Hamper delivery if they require signature for delivery.
- Will I receive the same products as shown in the catalogue?
We make every effort to supply Hamper products exactly as listed in the catalogue. Slight variations in weight may occur due to the changes in manufacturing and delivery. Note: All meat weights are average package weight. If necessary, substitutions may be made for products of equal or greater retail value and you will be notified of any substitutions. All efforts have been made to check for errors and omissions in typography and photography. However, inadvertent errors may occur for which Santas Choice will not be responsible. Product images are for illustrative purposes only.
- About 'Best Before' dates
Santas Choice works very closely with our suppliers to ensure quality control and product freshness. Our food products are received directly from the manufacturers, just in time for our packing season. As our meat and freezer Hampers are shipped to our customers frozen, our manufacturer partners flash freeze products that are “normally sold fresh” at their freshest and ship them directly to our Frozen Packing facility. As these items are normally sold fresh, they contain a manufacturer’s stamped “Best Before Date” relating to the product as if it had been sold fresh in a grocery store, when the product is not frozen. The process of flash freezing and keeping the product frozen allows our customers to keep these products in their freezers for up to 6 months. Once the products have been thawed they should be cooked according to the package instructions and consumed immediately.
- Terms and Conditions
Please click here to read our full terms and conditions. When placing an order online, you will be asked to agree to the terms and conditions.
- A change of address, phone number?
Please let us know as soon as possible! For your own security, if you call us with a change of address, we will ask you some security questions.
- Email: firstname.lastname@example.org
- Phone: 1.800.847.0236
- Mail: Santas Choice, P.O. Box 6400, STN AGINCOURT, Scarborough, ON M1S 0B2
- Do you have an email address?
Do we have your email address? We are moving towards a greener environment - and are emailing the majority of our customer correspondence. So, don't forget to update us with your email address... it's the best way for us to share the latest Santas Choice news with you!
- Payments and Adjustments?
By placing your order, you acknowledge that all your payments before October 19th for Winter 2012 orders, May 3, 2013 for Summer 2013 orders and Oct 18th for Winter 2013 orders will be held by Santas Choice as non-refundable deposits, and at such time Santas Choice will apply the non-refundable deposits against the purchase price of your order. If, at that time, your order is not fully paid, you hereby authorize Santas Choice to adjust your order to substitute your selected Hamper with a Hamper having a value (inclusive of all taxes, delivery, administrative charges, etc.) determined by Santas Choice to be equal to the amount paid. If you have elected to participate in the HeadStart Plan, you hereby acknowledge that Santas Choice may continue to draw on your account after final payment date, to pay for your participation in that program as non‑refundable deposits toward future orders.
- Auto-renewal Headstart Plan?
Your direct debit payments will continue until your order is fully paid. After your Final payment date for the catalogue, a HeadStart Plan may be created for you and direct debit payments will continue accordingly. A HeadStart Plan allows you to make payments towards next year’s order, while giving you time to decide exactly which products you want. We will write to you to confirm your HeadStart Plan payments prior to commencing your direct debits. Your HeadStart Plan is fully refundable at no cost to you should you wish to stop it if we have auto renewed your payments.
- Credit Balances?
We reserve the right to deduct a $5 monthly administration fee from any credit balance on an inactive account.
All efforts have been made to check for errors and omissions in typography and photography. However, inadvertent errors may occur for which Santas Choice will not be responsible. Product images are for illustrative purposes only.
- Your right to cancel your order
You may cancel this agreement from the day you enter the agreement until 15 days thereafter. You do not need a reason to cancel during this period. If you do not receive your Hampers within 30 days of the delivery date on your delivery advice letter, you may cancel this agreement within one year of the contract date. You lose that right if you accept delivery after the 30 days. There may be other grounds for extended cancellation required by law in your province. For more information, you may contact your provincial/territorial consumer affairs office.
If you cancel this agreement on any of the grounds set out above, Santas Choice will refund your money in 15 days. To cancel, you must give notice of cancellation to Santas Choice, P.O. Box 6400, Stn Agincourt, Scarborough, ON M1S 0B2 (fax: 1.877.323.3983).
You must give notice by a method of cancellation that will allow you to prove that you gave notice, including registered mail, fax, or personal delivery.
- More Questions?
Call us at 1.800.847.0236. Our team will answer your questions promptly and knowledgeably. Our office is open Monday to Friday from 9 AM to 7 PM EST (We close at 5PM on Fridays!), so call us even if it is just for a chat. During deliver season, we are also open Saturdays and Sundays from at least 9am -530pm EST, or even later depending on the delivery area.