Frequently Asked Questions

Questions and Answers

Why can’t I order a photo larger than a 5” x 7”? 

We want you to be happy and anything larger than a 5” x 7” print turns out blurry. As technology improves we’ll offer larger sizes! 

Why can’t I use my old iPhone to take pics?

Running AR experiences can be very taxing and requires modern hardware and software. We recommend at minimum using an iPhone 8, running iOS 11 or newer. On Android we recommend at minimum using a flagship device from 2017 running Android 7 Nougat or newer.

Why isn’t the virtual Santa appearing? 

The grid sometimes has difficulty detecting the certain types of floors such as hardwood flooring. Try pointing your phone more towards the floor on a rug or carpet. If that still doesn’t work we suggest trying a different room. Once you get used to an AR experience it becomes more familiar. Here's a video that helps explain further:

How can I resize and rotate Santa?  


How can I add props and move them around? 

How do I dance and record a video with Santa?

I’m having trouble saving an image.

Restart your device and then go into the app, there may be a new update available. 


Can I use an iPad or do I have to use a cell phone?  

Currently Santa Pics is only available for mobile phones running iOS or Android as well as iPads (2017 or newer) running iOS 11 or later. We are looking at porting the app to more tablets in the future. 

How can I share a picture or video on Facebook, Instagram, Twitter, and TikTok?

Click the share icon after you take your picture or record your video.  

Where will my pictures be shipped from? 

Under most circumstances your photos will be shipped from the US. 

How long will my pictures take to arrive?

You have a choice of purchasing shipping where no tracking is available or more expensive shipping that allows you to track you package. Santa Pics cannot guarantee delivery times and is not held responsible when non trackable “Shipping” was purchased and cannot be traced. Due to COVID-19 and the holiday shipping increase, packages may be delayed. 

I haven’t received my picture in the mail, who do I contact? 

Canadians: If you purchased “Standard Shipping” you should have received your tracking code in the shipping notification email that was sent to you. Please go to the appropriate website and enter in your tracking code number to track your package. If you bought the “Budget Shipping” your package will not be tracked.

Americans: If you purchased “Express or Overnight” shipping you can track your package. Your tracking number was included in the shipping notification email that was sent to you. Please go to the appropriate website and enter in your tracking code to track your package. If you bought the “Standard Shipping” your package will not be tracked.   

Will Santa Pics donate to a charity?

A portion of the net proceeds from the Santa Pics app will be given to the Red Cross Violence Risk Reduction Program, as part of their Supporting Safer Communities initiative.

Why did my photo disappear from the app? I wanted to order a picture. 

If you like a photo you should save it to your device. Santa Pics take security very seriously. Images that are not purchased are only saved on our server for 7 days and then they are deleted.

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