Shipping policy

Shipping Policy

Last updated: August 31, 2026

Thank you for shopping with SantaSoar! Your support means everything to us. Please read this policy carefully before placing your order. By completing a purchase, you confirm that you have read and agreed to the terms below.

1. All Orders Are Pre-Orders

Every item sold by SantaSoar is offered as a pre-order. Products are not held in ready stock. Your item is prepared and produced after your order is placed, which is why our timelines are longer than those of a conventional retail store.

By completing a purchase, you acknowledge and agree that you are placing a pre-order and that your item will not ship immediately.

2. Free Worldwide Shipping

We offer free standard shipping on all orders, worldwide. No minimum purchase, no hidden fees at checkout. The price you see is the price you pay.

3. Order Processing and Production

Orders are confirmed within 1 to 3 business days after payment is received. Once confirmed, your item enters the production queue.

Production may take up to 30 days before your order is ready to ship. During sales, holidays, or high-demand periods, production may take longer. You will receive a confirmation email as soon as your order is placed, and a second email with tracking information once your item has been produced and dispatched.

Orders placed on weekends or public holidays begin processing the next business day.

4. Estimated Delivery Times

Once your order has been produced and shipped, estimated delivery times are:

• United States: 15 to 35 business days
• Canada, United Kingdom, Australia: 16 to 36 business days
• Europe: 16 to 38 business days
• GCC and Middle East: 20 to 36 business days
• Rest of the world: 20 to 45 business days

These estimates begin from the shipping date, not the order date, and do not include production or processing time. Combined with production, the total time from order to delivery is typically 4 to 8 weeks, and in some cases longer.

These timeframes are estimates only and are not guaranteed delivery dates. Because every order is a pre-order, delays are a normal part of the process. Some orders may arrive sooner, while others may take longer depending on production capacity, carrier processing, customs clearance, weather conditions, or other logistical factors outside our control.

Extended delays alone are not grounds for cancellation once production has begun. If your order is delayed beyond the estimates above, contact us and we will provide a status update. As stated in our Return & Refund Policy, if your order has not shipped within 60 days of purchase and we cannot provide a firm dispatch date, you may request cancellation and a full refund.

Seasonal orders. If you are ordering for a specific date or occasion, please account for the full production and shipping window above. We cannot guarantee arrival by any particular date.

5. Order Tracking

Every order ships with tracking. Once your order is on its way, you'll receive an email with your tracking number and a link to follow your package. Please allow 5 to 12 business days after receiving your tracking number for the first tracking update to appear, as carriers can take time to scan new shipments into their systems.

Tracking updates are managed by the shipping carrier and may occasionally update slowly or appear inconsistent depending on carrier processing. If your tracking hasn't updated in more than 15 business days, contact us through our website live chat or at floatnativity@outlook.com and we'll investigate with the carrier.

6. Shipping Responsibility

Once your order has been dispatched, the package is in the hands of the shipping carrier and fulfillment partner. At that stage, the routing, handling, and delivery of the shipment are outside of our direct control.

SantaSoar is not responsible for packages that are:

• Delivered to an incorrect address provided by the customer
• Refused, unclaimed, or returned due to customer unavailability
• Delayed due to carrier issues, customs processing, or logistical delays

Where applicable consumer law places the risk of loss on the seller until delivery, that law prevails over this section.

7. Customs, Duties, and Taxes

For international orders, your country may charge import duties, customs fees, or local taxes upon arrival. These charges are determined by your local customs authority, are not included in our prices, and are the responsibility of the customer. Most orders arrive without any additional charges, but we recommend checking your country's import rules if you're unsure.

8. Incorrect Shipping Address

Please double-check your shipping address at checkout. If you notice a mistake, contact us through our website live chat or at floatnativity@outlook.com as soon as possible. We can update the address free of charge before the order enters production or ships. Once an order has entered production or shipped, we are unable to change the address, and SantaSoar is not responsible for orders delivered to an incorrectly entered address. If a package is returned to us due to an address error, we will contact you to arrange reshipment.

9. Lost, Delayed, or Missing Packages

If your order has not arrived within the estimated delivery window:

• Check your tracking link for the latest status
• Check with neighbors, your building's mail area, or your local post office, as packages are sometimes held there
• If it still can't be found, contact us through our website live chat or at floatnativity@outlook.com with your order number

If a package experiences a delivery issue, we will contact the carrier to request additional information on your behalf. Carrier investigations may take several days to a week or longer depending on the situation. While we will assist in requesting information from the carrier, final delivery outcomes are determined by the shipping carrier.

If the carrier confirms your package is lost in transit, we will send a free replacement or issue a full refund, your choice. If tracking shows your package as delivered but you haven't received it, contact us within 14 days and we will work with you and the carrier to resolve it.

10. Damaged on Arrival

If your order arrives damaged, take a photo or short video of the package and product and contact us through our website live chat or at floatnativity@outlook.com the same day your order is delivered, in line with our Return & Refund Policy. If your claim is approved, we'll send a free replacement or full refund, no need to ship the damaged item back unless we ask.

Please note that damage claims must be reported the same day of delivery to be eligible, unless you have purchased the optional 30-Day Extended Support service at checkout (see Section 12).

11. Split Shipments

If you order multiple items, they may occasionally ship in separate packages depending on production timing or warehouse location. This applies in particular to bundle orders containing more than one item. You'll receive tracking for each shipment, you will never be charged extra for split shipping, and receiving one package before another is normal and does not indicate a missing order.

12. Optional Add-On Services

To enhance your shopping experience, we offer the following optional services at checkout. These are optional digital services, are consumed at the point of purchase, and are non-refundable once your order has entered production, except where refundable under applicable consumer law. Purchasing or declining any of these services does not affect your statutory rights under the law of your country.

Shipping Protection. Shipping Protection is a digital order assistance service. It allows us to work directly with the carrier on your behalf in the event of a shipping issue, such as a lost, delayed, or in-transit damaged package, and to prioritize the handling of your claim. It is separate from, and additional to, any statutory rights you hold under the law of your country.

30-Day Warranty (Extended Support). This is an optional digital support service that extends your damage and defect coverage window. Customers who purchase this service may report damage or defects at any time within 30 days of delivery, rather than the same-day reporting window that otherwise applies under our Return & Refund Policy. To make a claim under this service, contact us with your order number and a photo or short video showing the issue within 30 days of delivery. This service is separate from, and additional to, any statutory warranty or conformity rights you hold under the law of your country, which are not affected by purchasing or declining this service.

13. Shipping Restrictions

We ship worldwide; however, a small number of remote regions and territories may not be serviceable by our carriers. If we're unable to ship to your address, we'll contact you promptly and issue a full refund.

14. Contact Us

Questions about shipping or your order's status? Our primary contact channel is the live chat on our website. You may also email us at floatnativity@outlook.com.

We aim to respond to all messages within 48 hours.