FAQ

I forgot my PIN (password).

You can get a new PIN (Personal Identification Number) (or password) via the PNP Website. Here are the steps:

1. Go to the home page and click on "Log in" in the "Watch my video" box.
2. Click on the "Forgot my PIN code" link below the fields.
3. Enter your e-mail address.

The elves will send you an e-mail with your new PIN (password).

When I try to access my PNP Video, I get a message that my e-mail address and/or PIN (password) are not on file.

The PNP elves have determined that there may be one of two reasons:

1. Your e-mail address is incorrect:

    a. Check to make sure your e-mail address is entered correctly (xxxx@yyyy.zz).
    b. Try a different e-mail address you might have used ... if you have a different one.
    c. Restart the initial process with the e-mail of your choice because there isn't any way that the elves can send you information about an e-mail address.


2. Your PIN code (password) is incorrect:

    a. Check to make sure the Caps Lock on your keyboard is off.
    b. Check to make sure the Num Lock on your keyboard is off.
    c. Check your keyboard language setting. Make sure it is the one you usually use. To find out how to check and change your keyboard language setting, please click here.
    d. If you forgot your password:

    i. Go to the home page and click on "Log in" in the "Watch my video" box.
    ii. Click on the "Forgot my PIN code" link below the fields.
    iii. Enter your e-mail address.


  The elves will send you an e-mail with your PIN (password).

If you're still having trouble signing in, please contact the PNP elves by clicking here.

The password and/or link I used last year to access my 2010 PNP Video is no longer working.

PNP Videos are not stored in the PNP files from one year to the next so the elves cannot retrieve them. If you wish to have it as a keepsake for years to come, you can download your 2011 PNP Video for a small fee. So let's go and create a new PNP Video now!

When I try to access the PNP Website for my country, I get the PNP Website for another country. Why is that?

The PNP elves have determined two possible reasons:

1. Our sites are geolocated per country, so you should access the PNP Website of your specific country. But if your Internet Service Provider (ISP) is located outside your country, your ISP location will determine which PNP Website you can access.

2. Your computer has a VPN (Virtual Private Network) configuration that is modifying your computer online region. Set it to "Off" or change its settings to make it correspond to your actual country.

If you're still having trouble, please contact the PNP elves by clicking here, making sure you describe what you have already done.

Why can't I go to the next page when I'm filling the form to create my PNP Video?

1. The elves think your session may have expired. Just close and restart your browser.

2. The command may not be functional because cookies are not enabled in your browser. If that's the case, you need to ensure that cookies are enabled. To find out how to enable cookies in your browser, please click here.

3. JavaScript may be disabled or a JavaScript blocker could be blocking the form. To find out how to enable JavaScript, please click here.

4. If you're still experiencing trouble with your PNP Video creation, please contact the PNP elves by clicking here.

Why am I having trouble uploading a picture?

Please make sure you're using Macromedia Flash 9 or 10 to access the PNP Website. To check or download Macromedia Flash 10 free of charge, please click here.

Make sure you comply with the formats accepted by PNP, i.e., JPEG, GIF and PNG. The size of your picture is also very important. Be sure you don't exceed the maximum size of 5 MB.

If you continue having trouble, here are some steps you can take that will likely fix the problem:

1. Clear your Cache. To find out how to clear your Cache, please click here.
2. Clear your browser's cookies. To find out how to clear your Cookies, please click here.
3. Make sure that JavaScript is enabled in your browser. To find out how to enable JavaScript in your browser, please click here.

4. Try downloading the latest version of your browser or another Internet browser. To find out how, please click here.
5. If you're still experiencing trouble with your picture, please contact the PNP elves by clicking here.

What happens to the created PNP Videos or the pictures that I uploaded? For how long are they kept?

All created Videos and uploaded pictures are kept for a few months at the end of the 2011 PNP run so that you may purchase and download your video at the end of this 2011 season, if you wish. After that, the data is destroyed. For more information regarding our stand on protecting users' privacy, we invite you to consult our section titled Terms of use and Confidentiality Policy.

Why isn't Santa pronouncing my child's name in the PNP Video?

That may be because your child's name is rarer or has an unusual spelling; but the name may also be pronounced the same way as another name on our list. The PNP elves recommend that you enter your child's name with a more common spelling, e.g., with Isabel instead of Izabel, and listen to the different choices proposed by the PNP Website. When you find the right pronunciation, be sure to put the proper written version of your child's name afterwards because Santa will also display the name in his magical book. So, don't forget that there's a distinction between "display" and "audio":

1. If your child's name is not displayed in the PNP Video:

    a) You may have used special characters in the first form of the Video creation process that can't be displayed in the Magical Book (Arabic, Chinese or other characters).

    b) Please check to make sure you wrote your child's name correctly in the first form.

2. If your child's name is not pronounced by Santa:

    a) The main reason is that the name, as you wrote it in the first form of the Video creation process, does not exist in our files. So you can try a different, more common spelling (e.g., Anthony instead of Antony) or use language specific characters (e.g. " é " or " ë " ).

    b) The gender (in our files) does not correspond to the name you entered.

3. If you're still experiencing trouble with your child's name, please contact the PNP elves by clicking here.

My PNP Video block or audio elements of Santa's voice are missing.

Please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

The child's name at the beginning of the PNP Video is different from the one at the end.

This is very unusual. Please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

I'm not able to view my PNP Video from Santa Claus.

1. You need Macromedia Flash Player version 9 or 10 installed on your computer. To check your version or download the Flash 10 software free of charge, please click here.

2. Make sure you're using one of the supported Internet browsers (Microsoft Explorer 9, Google Chrome, Mozilla Firefox or Apple Safari) and make sure you have the latest version of that browser. To find out how to download them, please click here.

3. You may not be able to view your PNP Video during peak periods because of server overload. If that happens, please try again a little later. Considering that possibility, you may also wish to purchase a downloadable version of your PNP Video and avoid that problem. You may do so by clicking here.

4. If you are still having trouble, please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Why am I having problems viewing the PNP Video?

The PNP elves say that viewing a Video from our service is very simple; click on one of the view links sent to you and you should be able to see your Video or an error message about it.
Moreover, you can use your login (your e-mail address that you have entered) and the PIN (Personal Identification Number) that was supplied at the end of the PNP Video creation and in the e-mail that was sent to you. Enter this login and PIN in the appropriate fields in the home page of the PNP Website.

If you're unable to view your Video once you've received it and are unable to see the error, do the following checks:

1. You need full internet access to view our Videos. Not all computer systems can display our Videos. "E-mail only" services such as WebTV and some types of Juno/NetZero service may not be able to display PNP Videos.
2. Make sure you have Macromedia Flash Player version 9 or 10 installed in your computer. To check your version or download the Flash10 software free of charge, please click here.
3. Make sure you're using one of the supported Internet browsers (Microsoft Explorer 9, Google Chrome, Mozilla Firefox or Apple Safari) and make sure you have the latest version of that browser. To find out how to download them, please click here.
4. Make sure that you have JavaScript enabled in your Internet browser. To enable JavaScript in your browser settings, please click here.
5. Make sure your browser’s Cache is cleared. To find out how to clear the browser’s Cache, please click here.
6. Your internet connection may be too slow; if that is the case, it may take a long time to view the PNP Video. It is strongly recommended to use a high speed internet connection.
7. Please ensure that your computer meets the following minimum requirements: a 1.5 GHz processor or higher (if you have a PC) or a G4 processor or higher (if you have a Mac) and 512 MB of RAM or more.
8. If you are still having trouble, please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Why is the PNP Website slow?

1. You may not be able to view your PNP Video during peak periods; it might be because of server overload. If that happens, please try again a little later. Considering that possibility, you may also wish to purchase a downloadable version of your PNP Video and avoid that problem. You may do so by clicking here.
2. If you are still having trouble, please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Why doesn't my download play all the way through?

If your download stops before it plays all the way through, the elves think you probably just need to re-download it (that is, do a refresh). If the problem continues, don't hesitate to contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

My PNP Video was fine at the beginning, but technical difficulties developed after a few viewings.

Please contact the PNP elves by clicking here, making sure you describe the problem and making sure you send them the unique URL link (that's the “address” at the top of your browser) for the PNP Video that has this problem.

Why hasn't my PNP Video been delivered?

You will receive an e-mail at the address you have supplied as soon as your PNP Video is ready and that e-mail will contain a direct link to the PNP Video. Make sure you also check your Spam folder. To find out how to check your Spam folder or your Bulk e-mail folder, please clicking here.

Can anyone view my PNP Video?

All PNP Videos are strictly private unless you share the video link (the unique URL address) with others or display it somewhere. If that's the case, these people will be able to pass it around using the URL you have sent them by e-mail or otherwise. Nonetheless, no one can reach your Video randomly, search for it or access it without your prior authorization.

How can I view my PNP Video in Full Screen mode?

You can use most free players available on the internet to watch your video. To download Quick Time, please clicking here.

If you have a PC: choose “Display > Full Screen” or use the keyboard equivalent, Ctrl-F. Press on the “Escape” key to leave Full Screen mode.

If you have a Mac: choose “Display > Enter in Full Screen mode” or use the keyboard equivalent, Command-F. Press on the “Escape” key to leave Full Screen mode. We may also view Videos on the VLC Reader.

How can I view PNP Videos that friends have sent me?

Simply by clicking on the PNP Video's unique URL address that they sent you by e-mail or otherwise.

Is it possible to view PNP Videos after Christmas?

Video creation and their free viewing on PNP's Website will be possible until January 15, 2012. After this date, it will not be possible to view a PNP Video that you haven't purchased. If you wish to keep it as a souvenir in your computer or other digital storage terminal, you may purchase it in High Quality by going to PNP's store at the following address: clicking here.

Do I have to buy the PNP Video?

PNP Videos are available online for free for a limited time during the holidays. You have the chance to view it many times for free on the internet solely at PNP's Website. If you wish to keep it as an irreplaceable souvenir, you may purchase it and download it in High Quality for keeps by going to PNP's store at the following address: clicking here.

How can I buy my PNP Video?

It's very simple. Follow the Video creation up until the first viewing. At the end of your PNP Video viewing, click the “Buy” button displayed on the screen. You will then be brought to the PNP store. Follow the instructions to proceed with the purchase of your High Quality Video. At the end of the purchase process, you'll receive a purchase confirmation e-mail followed by a second e-mail containing a link enabling you to download your Video.

Please note: If you have created many Videos and also want to buy them, you will have to enter your PIN and e-mail address in the appropriate box for each created Video. This information was sent to you after each created Video. Then click on the “Add to my basket” button and you'll see them automatically being added to your basket.

How much will my PNP Video cost?

You can get a copy of your Video in a High Quality mp4 format for $6.99 (plus applicable taxes). To take advantage of the discount when ordering, please note the promotional code usually displayed in the e-mail you received when you initially created your Video.

Can someone else buy the PNP Video besides the original creator or recipient of the Video?

Even though all PNP Videos are strictly private due to the use of unique URL addresses, if you share the video link with others or display it elsewhere, those people will be able to purchase it. Nonetheless, no one can reach your Video randomly, search for it or access it without your prior authorization.

How can I share my PNP Video?

You can display your PNP Video, i.e. its unique URL link (that's the “address” at the top of your browser) on different platforms like a blog, a Website, by e-mail or on a social media site. You may also simply provide your recipients' e-mail addresses on PNP's Website send list when you create your Video and the elves will send them a copy directly.

How can I simply send a precise PNP Video to many persons?

You can send your PNP Video to as many people as you want in one mailing by simply sending them the e-mail with the unique URL Video link (that's the “address” at the top of your browser) that you received from PNP.

How can I make sure I receive a PNP Video in my e-mail or message box?

Make sure you check your Spam folders; your PNP Video may be there. If that's the case, you must pick up PNP's e-mail address from your Spam folder and add it to your Contacts or white list. To find out how to check your Spam folder or your Bulk e-mail folder, please here.

For how long do the PNP Videos remain available for viewing?

As long as PNP's Website will be online, from now until January 15, 2012. If you want to keep them, you will have to purchase them. You will thus have an irreplaceable souvenir as well as a High Quality copy of your Video. To do so, please meet us at the PNP store at the following address: Boutique

How can I display a PNP Video on YouTube?

To download a PNP Video, you must first buy it.

To share your unique URL Video link, go to YouTube (www.youtube.com) and follow instructions. You must first create a YouTube account. Sharing Videos on YouTube is quick and very easy.

I posted my PNP Video on Facebook - where is it?

Videos posted (the unique link of the Video, actually) on Facebook will, at this time, show up in the "Wall" portion of your profile as a "Posted Item". Please check your News Feed if you recently posted your Video on your profile page. Please note that, at that moment, your PNP Video is no longer confidential and everyone may transfer your PNP Video links.

How can I share a PNP Video on Twitter?

To share your unique URL Video link, go to Twitter (www.twitter.com ) and follow instructions. You must first create a Twitter account. Sharing Videos on Twitter is quick and very easy.

Why did the person to whom I sent the PNP Video not receive it?

The PNP elves are taking for granted that you supplied your recipient's e-mail on PNP's Website at the end of the Video you created. This problem often turns out being a keyboard error when entering your recipient's e-mail. Please check your recipient's e-mail address. However, if you think that your recipient's e-mail was correctly entered, this situation may possibly be linked to a connection problem when you validated the Video or:

1. The Video may have been considered Spam or Bulk e-mail by your recipients' e-mail system.
2. Ask your recipients to check their Spam folder.
3. Ask them to add PNP's e-mail address to their list of authorized senders.

As the PNP Video creator, you must also have entered your e-mail address and have received the PNP Video by e-mail. You can therefore forward them your e-mail yourself.

Another method is to take the PIN and “Login” that the PNP Website supplied you with at the end of the Video creation and send them to your recipients. From the PNP Website's Home page, they'll be able to enter this information and get the PNP Video.

What are the advantages of downloading my PNP Video?

PNP Video downloads enable you to keep High Quality digital copies of the Video on your computer. For example, you can then:

1. View your PNP Video offline, without an Internet connection
2. Burn it on a DVD or save it on a USB key
3. Transfer it on a Mobile or iPod
4. Share it on YouTube, Twitter, Facebook and other media, depending on your taste
5. View it in wide format on your TV

Most users want to download their PNP Video so they can view it even when they don't have an Internet connection. Most importantly, though, is that this Video will remain yours forever as an irreplaceable Christmas souvenir.

When will my PNP Video download be ready?

PNP Videos must be converted to a new format before being ready for download. This process can take between 5 minutes and 5 hours. Please note that you will initially receive an e-mail confirming that we have received your order.

Then you'll receive an e-mail at the address you gave us as soon as your Video is ready for download.

What is the format, resolution and size of the downloaded PNP Videos?

PNP Video downloads are available in High Quality (HQ) MP4 format. This format is compatible with Mac as well as Windows and with many mobile devices like iPhones, iPads and Androids. To view your PNP Video, you can use almost any free players available on the internet to watch your video. Be aware that some players may not be supported.

How can I download a PNP Video to my computer?

It's very easy. All you need to do is click on the download link that you'll find in the second e-mail sent to you following the one confirming your purchase. The PNP Video should download on your computer according to your browser's settings.

Where was my PNP Video downloaded?

The folder where your PNP Video was downloaded depends on your browser's settings. If the path wasn't specified, the Video usually downloads on the desktop (Mac OS), in your “Download” Directory of your user's account (Windows Vista or 7) or in “My Received Files” in “My Documents” (Windows XP).

Can I download again a PNP Video I have already purchased?

If you are experiencing problems downloading your PNP Video, you may try a few more times by again clicking on the unique URL link you received by e-mail. Otherwise, please contact the PNP elves by clicking here.

How can I transfer the PNP Video I bought to my iPod or iPhone?

Your PNP Video download is available in a MP4 format to facilitate transfer to your iPod, iPad or iPhone. Once the MP4 folder is downloaded on your Desktop, you can move it to your iTunes:

1. Open iTunes.
2. Click on “Files” then on “Add the File to the Library”.
3. Find and choose the Video file then click on the “Open” button.
4. Your movie will then be added and you will be able to find it in the “Movies” section of your “Library”.

Please note that you can also get the iPNP mobile application in Apple's appstore so you can create and view PNP Videos on your Mobile. This feature is not available yet.

Can I see my Santa Claus Book, Puzzle or Letter before purchasing it?

While we cannot show you the exact rendition of your book, puzzle or letter online yet, we provide online versions of a typical personalized book, puzzle or letter so that you can visualize it.

Are your personalized books available in other languages?

Our personalized books are available in English and French. If you would like to browse our French books or purchase French material, please visit our French version site by clicking here.

How many pages do your books contain?

Our books contain 24 pages and most of them are well personalized with all the information supplied in the PNP Video form.

What types of covers do you use in your books?

Our portrait style books are hardcover and laminated.

How does my child's picture and information end up in the book, puzzle or letter?

We personalize them with all the information supplied in the PNP Video form. You are then given a chance to confirm all the information before going ahead and making your purchase. If you wish to change some info (for example, a picture), you just have to take a few minutes and freely create another PNP Video with the new info and restart the process.

Can I have more than one child as the central character in the story?

Considering that this is a personalized product, there cannot be more than one central character for the PNP Santa Claus story.

What is the book's storyline?

The book's storyline is pretty much the same one as in the PNP Video, with more details. You may relive Santa's message in a colorful, illustrated book.

How do I download my Santa's Ringtone or Santa's Song?

After purchasing your Santa's Ringtone or Santa's Song, you will receive an e-mail which will contain a link for each item you've bought.

You will simply have to click on each link one by one. You will land on the Home page giving you a choice of a MP3 file (Android, Blackberry and others) or M4r file (iPhone) for each of your purchase items. Save the right file on your computer and then follow the instructions on your Mobile. Here are some examples depending on the type of device you own: iPhone, Android or Blackberry.

We have provided the standard instructions for the most popular phones. However, various operating systems and devices may have different procedures.  Please consult your manufacturer's device menu on “How to transfer ringtones” should you be unable to install the ringtone or encounter other menu options not indicated in our instructions.

PNP Ringtone iPhone instructions
(tested iPhone 4 (OS 4.1) & iTunes (10.4.1.10))

1. Open iTunes.
2. Double click or drag and drop the M4R file to iTunes.
3. Connect your device with a USB cable.
4. In the Ringtones tab in iTunes, ensure the Sync Ringtones checkbox is set along with All or Selected ringtones.
5. Click on Sync.
6. Eject your device from the left sidebar and disconnect the USB cable.
7. On your iPhone, select Settings and choose Sounds.
8. Select Ringtones and scroll to choose your new PNP ringtone!

PNP Ringtone Android instructions
(Android - ringtone already saved and installed in APP (tested with Motorola Milestone with 2.2.1))

1. Connect your device with a USB cable.
2. Open the notifications bar and select USB Connection.
3. Choose Memory Card Access on your device.
4. On your computer, you will see the device as an external drive.  Open it and create a folder named Ringtones (if it does not exist).
5. Drag and drop the MP3 to the Ringtones folder.
6. Eject the drive from your computer and disconnect the USB cable.
7. From the home screen, tap Menu then Settings.
8. Tap Sound and then scroll and select Phone ringtone.
9. Scroll to your new PNP ringtone, select it and then tap OK.

*Should you be unable to locate the ringtone, please ensure your SD card is installed and contains a sufficient amount of space.  If this is the case, please also attempt a restart of your phone and follow steps 1-3 again.

PNP Ringtone Blackberry instructions
(Tested on BB Torch)

1. Connect your device with a USB cable.
2. Choose the option USB Drive on your device.
3. On your computer, you will see the device as an external drive.
4. Open it and go into the home folder, followed by the user folder, and locate the folder named “ringtones”.
5. Open it and drag and drop the MP3 to the “ringtones” folder.
6. Eject the drive from your computer and disconnect the USB cable.
7. From the Blackberry menu, select Options
8. Choose Sound and Ringtones, then Phone Ring Tone and under Ring Tone, scroll and select your new PNP ringtone!

Here is a site that might help you with your download, though PNP cannot guarantee it: http://www.mobiledia.com/phones/

What is the iPNP Mobile application?

The iPNP Mobile application complements the Portable North Pole Website.

You may create personalized Santa Claus Videos with this application and send them by e-mail, free of charge, to your recipients (like the PNP Website). The iPNP Mobile application offers other very interesting functions for kids such as the creation of Wish Lists, Santa Claus' Radar and the Christmas Countdown.

Please note that the “Parents Corner” section (password secured) enables you to control all the sections on the child's side. It's for you to discover!

Can I create PNP Videos from my Mobile?

Absolutely! To do so, go to the Parents section, select the “Create Videos” icon and follow the form's creation steps. You will be able to view those iPNP created Videos and keep them. The Mobile iPNP offer enables you to create up to 3 free Videos. In the event you want to create more, you will be able to purchase them by the unit directly through this Mobile application.

What is the Radar and how can I use it?

The Christmas Radar enables you to locate Santa Claus' path all the way to the kids and to find out who was ... naughty or nice!

Once you have created a Video, go to the “Parents” section. You are offered a choice of information that you can make available to the child: make the Video available, make the Radar available (Available information: name, age, gift the child wants, and status on if they were naughty or nice). It is the information you have entered on the form when creating the Video. If you have ticked “Make them visible”, this information will become visible on Santa's Radar as well as the child's geolocation.

What is the Countdown and how can I use it?

The Christmas Countdown is a mobile version of the traditional Advent Calendar.

Visit the Countdown section each day from December 1st to the 25th to discover Santa's surprise Video message which will show the child which kind of day he had (there are 3 possible choices: very good, could be better or naughty) and how many days he has left before Christmas, enabling them to confirm or to better their situation.

During this period, from December 1st to the 25th, parents can manage the Countdown in the “Parents” section and select one of the typical Video messages of their choice that best represents how their child's day was. That's a nice opportunity for sending them a message!

What is the Wish List and how can I use it?

It is simply a list where parents and children can put down their ideas of gifts (by writing, audio messages or even with pictures!) they would like to get for Christmas. These Wish Lists created by children in the “Children” section become available in the “Parents” section under “Wish Lists”. In a confidential way, these Wish Lists can be used as practical reminders for your Christmas purchases. You may add your own notes to these Lists to elaborate on your child's wishes and even share these Lists with family or friend, who may be looking for ideas!

If your child or other recipient has not created a Wish List, no problem! Create your own Wish List by clicking on the List's “+” button; then enter the child's (or other recipient's) name as well as the gift you want to get them. Then go shopping with that list in hand!

How can I get this iPNP Mobile application?

To purchase this application, click on the appropriate link for your device and follow the instructions you'll find:

For Android:

https://market.android.com/?hl=en - Available soon !

For Amazone market: - Available soon !

For iPhone:

http://www.apple.com/ca/itunes/ - Available soon !

With the purchase of the Mobile application, you get a free ringtone!

With the purchase of the iPNP Mobile application, you are entitled to a free Santa Claus ringtone! You will be able to pick up this ringtone directly on your Mobile in the “Parents Corner”. Instructions await you in the “Help” section.

I'm having trouble completing my purchase.

Please don't hesitate! Contact the PNP elves by clicking here, making sure you describe the problem. They are available to answer any question!

Do I pay sales taxes when I purchase a PNP personalized product (Book, Puzzle or Letter) via the Website?

Sales taxes are applied based on shipping destination. On all orders sent to Canadian addresses, GST is applied to the total amount including shipping charges. On all orders sent to Quebec addresses, the personalized games and the shipping portion of the total is also subject to QST. All in all, taxes will be charged according to the destination country's tax laws.

How do I use the discount code you e-mailed me in one of your promotions?

If you would like to apply one of these codes to an order you are placing, simply type it into the appropriate spot on the payment page while you are checking out. The discount will be applied automatically.

I have many children; can I get a discount?

You benefit from an automatic discount on all volume purchases. These additional discounts are also applicable on purchases where you have already received a discount by using the promotional code that is given out in the e-mail. Go to the PNP store to learn more by clicking here.

What forms of payment do you accept?

We accept two different modes of payment:

1. Credit Card using Visa, MasterCard

2. PayPal, which is an online Payment Service. All data supplied to PayPal are securely encrypted. If you choose to pay via PayPal, you will be offered additional options (if you create a new PayPal account). Options include bank account payments and additional credit cards depending on your location.

At what point in the purchasing process is my credit card charged?

There are two steps in the process: authorization and charge. The first step ensures that funds are available for your purchase. This occurs when you enter your credit card number on the payment page of our PNP Website. At this point, no charges are made. Your card is actually charged only when you click on the “Send My Order” button on the order Confirmation page.

How do I enter my credit card number when I am checking out my order?

Please enter your card number with numbers only; don't include spaces.

Can I pay for my purchase after I have received it?

Because our products are personalized for the child you choose, we require payment in advance. You can understand that once a Book, Puzzle or Santa Claus Letter is produced, it cannot be resold should you change your mind or make an error on the supplied information.

What currencies do you accept?

American customers will be charged in US dollars, Canadian customers will be charged in Canadian dollars, European customers will be charged in Euros and United Kingdom customers are charged in Pounds. All other customers will be charged as displayed.

What do I do if my transaction is refused?

Contact your credit card company directly or contact PayPal if you are using their services.

Why was my PNP Video not delivered?

The PNP elves suggest that there may be many reasons:

1. The e-mail address you recorded is incorrect.
2. There might be a typing error.
3. The e-mail address does not exist anymore.
4. The domain might be incorrect.
5. The extension might be incorrect (.com / .ca / .fr /.es /.ch /.de, etc.).
6. There was a connection problem when you validated the PNP Video.
7. Try sharing the PNP Video again from the PNP Website.
8. The video was considered a Spam or Bulk mail by the recipient's e-mail service provider.
9. Make sure the e-mail has not been moved to your Spam or Bulk mail folder.
10. Add the PNP e-mail address to the safe list.
Remember that you can also access your PNP Video by going to the PNP Website Homepage and entering the Login (the e-mail address you have used) and the PIN (Personal Identification Number) that was supplied to you at the end of the creation of the PNP Video.

Why didn't the person I sent my PNP Video to receive it?

The PNP elves are taking for granted that you supplied your recipient's e-mail on PNP's Website at the end of the Video you created. This problem often turns out being a keyboard error when entering your recipient's e-mail. Please check your recipient's e-mail address. However, if you think that your recipient's e-mail was correctly entered, this situation may possibly be linked to a connection problem when you validated the Video or:

1. The Video may have been considered Spam or Bulk e-mail by your recipients' e-mail system.
2. Ask your recipients to check their Spam folder.
3. Ask them to add PNP's e-mail address to their list of authorized senders.

As the PNP Video creator, you must also have entered your e-mail address and have received the PNP Video by e-mail. You can therefore forward them your e-mail yourself.

Another method is to take the PIN and “Login” that the PNP Website supplied you with at the end of the Video creation and send them to your recipients. From the PNP Website's Home page, they'll be able to enter this information and get the PNP Video.

Which shipping method do you use?

The PNP elves usually use Canada Post mail services.

Can I choose a delivery service?

The PNP elves do not offer that choice because different delivery services would not offer a much faster delivery and would only complicate the transaction. They always try to use the least expensive shipping method that will allow us to respect the delivery time you requested.

Do I need to be at home to receive my package?

In some cases, a special courier officer (Canada Post, UPS or other) will bring the package to your home. If you are not available at that time, the package will be sent to your regular post office or the courier's office and a note will be left in your mailbox explaining how you can claim your package. In some cases, the package may be left at your door.

May I send my order directly to the child's home?

Yes. Your address will be the billing address and the child's will be the shipping address.

How long will it take for my order to be completed?

Upon reception of your order, the PNP elves need about 2-3 weeks to complete and ship it to you with standard processing and shipping. For orders outside of North America, refer to their delivery times. Faster delivery might be available on the site. Please click here.

Can I receive my order faster, before the normal 3-week period?

Faster delivery might be available on the site. Please refer to our delivery times for specific information depending on your shipping destination. Please click here.

Can I ship my order anywhere in the world?

We accept orders from and ship to destinations across the globe. Shipping costs will vary based on destination. Please check on the appropriate transaction pages before confirming your buy.

What are your shipping charges?

We offer flat-rate shipping to our customers so your shipping costs do not increase when you order additional items. Regular shipping is available for Canadian, USA and international destinations at a minimal cost. Please refer to our shipping details and costs and click here for additional information.

What can I do if I do not receive my package after 3 weeks?

Orders are rarely received later than 3 weeks after the order is placed. If you do not receive your package 3 weeks after ordering, please contact the PNP elves by clicking here. They will ensure that the problem is resolved. Use your confirmation number when contacting the elves; they most likely have something under their desk..

What is your policy concerning returns and refunds?

When receiving your order or your gift, please check your items to make sure they are not damaged and that they were personalized according to your choices.

If you are absolutely sure that we have made mistake in the personalized choices of your product, please contact us for an exchange or a refund (for the cost of the product excluding shipping charges). Merchandise may be returned up to 30 days following reception of your order. Merchandise received damaged may also be returned within 30 days.

So as to be able to return any Merchandise received pursuant to an order through PNP, we ask that you indicate the reason for your return of the merchandise at issue on the packing slip, include same in the original packaging, and then send us back your package after making sure the whole is repackaged in a manner that will avoid further damaging the Merchandise in transit. We ask that you send any returns to the address indicated on the packing slip or the following address by mail. So as to further protect you, we recommend that you send your packages by certified or priority mail and duly insure it.

Merchandise Return Address

PNP Shop  :2050 Dandurand, Suite 203, Montreal, Quebec, Canada H2G 1Y9

How do I enable cookies in my browser?

Websites store "cookies" on your computer to facilitate transactions with the site. In most cases, cookies are harmless and are used by multiple Websites around the world. For some Websites, you must allow cookies to be accepted in order to use the site.

For Internet Explorer 9 1. Open Internet Explorer
2. Click on the gear-wheel icon at the top right of the browser window.
3. Click "Internet Options".
4. Change to the "Privacy" tab.
5. You now have two options depending on how much you want to restrict cookies:
      Automatic cookie handling
      Set the slider to "Medium".
This should be enough to enable cookies on timeanddate.com, but it is recommended to add timeanddate.com to the Sites list. To do this, click "Sites".
Enter "timeanddate.com" in the "Address of the website:" input.

6. Click "Allow".
7. Click "OK".
8. Click "OK" and close down the Internet Options window.

For Internet Explorer 8

1. Open Internet Explorer
2. Click on the Tools button and choose Internet Options
3. Choose the Privacy tab
4. Click on the Advanced button
5. Tick the Override automatic cookie handling
6. Choose Accept or Prompt for the first party and third party cookies.
7. Click OK

Click OK and close down the Internet Options window

For Internet Explorer 7

1. Open Internet Explorer
2. Click on the Tools button and choose Internet Options
3. Choose the Privacy tab
4. Click on the Sites button
5. Click on the Advanced button
6. Tick the Override automatic cookie handling
7. Choose Accept or Prompt for the first party and third party cookies.
8. Click OK
9. Click OK and close down the Internet Options window

For Safari

1. Open Safari
2. Click on the Safari on the toolbar
3. Choose the Preferences
4. Click on the Security button
5. Under the Accept cookies section select “Only from sites I visit”
6. Exit preferences

For Firefox

1. Open Firefox
2. Click on the Tools menu and select Options
3. Select the Privacy tab and tick the box next to “Accept cookies from sites”
4. Click on OK

For Google Chrome

1. Open Google Chrome
2. Click on the Tools menu and select Options 3. Select the Under the Hood tab and choose the drop down Allow all cookies
4. Click on OK

How can I clear my browser's cache?

To clear your cache, follow the steps below:

In Internet Explorer 9, click on the "gear" icon, located in the upper right hand corner of your IE9 window. From the drop-down menu select Internet Options. On the General tab find the section labeled “Browsing history” and click the button labeled Delete. On the Delete Browsing History window tick the box labeled Temporary Internet Files. Click the Delete button. Click OK. Now, close Internet Explorer and reopen it.

In Internet Explorer 8, on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete files...”.

In Internet Explorer 7, on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete files...”.

In Mozilla Firefox for Windows, on the top toolbar, choose “Tools”, and then “Options” in the drop-down menu. Click on the “Privacy” icon at the top, and then under the “Cache” tab click on the “Clear Cache Now” button.

In Mozilla Firefox for Mac OS X, from the Tools menu, choose “Clear Recent History”. Then from the “Time range to clear: drop-down menu”, choose the desired range; to clear your entire cache, choose “Everything”. Click the down arrow next to "Details" to choose which elements to clear. Click “Clear Now”.

In Safari browser, click on the “Settings” button, click on “Reset Safari”, then tick “Empty the Cache”.

In Google Chrome, in the browser bar, enter: chrome://settings/clearBrowserData. Choose the items you want to clear (e.g., Clear browsing history, Clear download history, Empty the cache, Delete cookies and other site and plug-in data). You can choose the period of time for which you want to clear cached information from the “Obliterate the following items from: drop-down menu”. To clear your entire cache, select the beginning of time. Click Clear browsing data.

How can I clear my browser's cookies?

In Internet Explorer 9 on the top toolbar, choose Tools and then Internet Options. Under "Browsing History," click Delete... Place a check in the Temporary Internet Files and Cookies checkboxes. Click Delete at the bottom of the pop-up window. Close and restart your browser.

In Internet Explorer 8 on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete cookies...”.

In Internet Explorer 7, on the top toolbar, choose “Tools” and then “Internet Options”. Under the “General” tab, choose “Delete…” from “Browsing History”, then choose “Delete cookies...”.

In Mozilla Firefox, on the top toolbar, choose “Tools”, and then “Options” in the drop-down menu. Click on the “Privacy” icon at the top, and then under the “Cookies” tab click on the “Clear Cookies Now” button.

In Apple Safari browser, click on the “Settings” button, click on “Reset Safari”, then tick “‘Remove all Cookies”.

In Google Chrome, Click on the icon representing a Wrench in the browser's tool bar. Select “Tools”. Select “Erase Browser Data”. In the opened Dialog Box, tick the squares representing the information you wish to delete. Use the menu at the top of the screen to select the quantity of data to delete. Select “From whenever” to delete all items. Click on “Erase Browser Data”.

How can I enable JavaScript in my browser?

For Internet Explorer

1. Click Tools and then Internet Options
2. Select the Security tab, and select the Custom Level button
3. Scroll down to Scripting of Java applets
4. Make sure the Enable radio button is checked
5. Click OK to save your preference

For Mozilla Firefox

1. Start Firefox browser or restart it if it is already running
2. At the top of the browser, select the Firefox button (or Tools menu in Windows XP), then Add-ons. The Add-ons Manager tab will open.
3. In the Add-ons Manager tab, select Plugins
4. Click Java (TM) Platform plugin to select it
5. Click on the Enable button (if the button says Disable, Java is already enabled)

For Apple Safari (1.0)

1. Select 'Safari' from the top menu
2. Choose 'Preferences'
3. Choose 'Security'
4. Select the checkbox next to 'Enable JavaScript'

For Google Chrome

1. Click on the wrench icon and then select Options.
2. Select Under the Hood and then Privacy Content Settings. The Content Settings panel will appear.
3. In the Plug-ins section, select the Disable individual plug-ins link to check whether Java is enabled
4. Click on the Enable link (if the Disable link appears, Java is already enabled)

Please keep in mind that upgrading your browser or installing new security software or security patches may affect your JavaScript settings.

How do I check and change my keyboard language setting?

Change the system locale to the language of your choice using these instructions.

For Windows XP, Vista and Windows 7

Note: You must be logged in with an account that has Administrative Privileges.

1. Click Start > Control Panel.
2. For Windows 7 and Vista: Click Clock, Language and Region > Region and Language.
For Windows XP: Double click the Regional and Language Options icon.
The Regional and Language Options dialog box appears.
3. For Windows 7: Click the Administrative tab.
For Windows XP and Vista: Click the Advanced tab. (If there is no Advanced tab, then you are not logged in with administrative privileges.)
4. Under the Language for non-Unicode programs section, select the desired language from the drop down menu.
5. Click OK.
The system displays a dialog box asking whether to use existing files or to install from the operating system CD. Ensure that you have the CD ready.
6. Follow the guided instructions to install the files.
7. Restart the computer after the installation is complete.

For OS MAC

1. Click the "System Preference" icon in the Dock or click the Apple icon and click "System Preferences."
2. Click "Language and Text," then the "Input Sources" tab.

3. Check the language or languages that you want available for keyboard layouts. If you check multiple check boxes, click "Show Input Menu in Menu Bar" to make all languages you have selected available when you click the "Flag" icon in the menu bar at the top of the screen. For example, if the U.S. flag is displayed, you can click it and select another keyboard language from the drop-down menu.

How do I check or download Macromedia Flash 10 free of charge?

If you wish to install Flash or if you are being asked to reinstall Flash to solve problems, you must follow the following steps:

Install Flash. You may now proceed to install or reinstall the latest version of Flash from the following site: http://get.adobe.com/flashplayer/

Please note that the installation instructions are slightly different for Windows and Internet Explorer compared to Firefox and Chrome because Internet Explorer uses Active X controls.

NOTE: PNP does not accept any responsibility regarding these downloads affecting Windows' Registry. Please take care when downloading software from the Internet or when attempting to repair the registry yourself.

How do I download the latest versions of Internet browsers?

Please use the following links:
For Google Chrome: http://www.google.com/support/chrome/bin/answer.py?answer=95414
For Mozilla Firefox: http://www.getfirefox.com/
For Internet Explorer: http://windows.microsoft.com/en-US/internet-explorer/downloads/ie
For Apple Safari: http://www.apple.com/safari/download/

How do I download Quick Time or Media Player?

To download Quick Time, please click here.
To download Media Player, please click here.

How can I check my Spam / Bulk e-mail folder?

How can you check your spam filter and make sure you're getting your e-mails? Here are tips for making sure that you don't miss your confirmation e-mail due to Spam filters.

Spam filters have had to get tough to combat Spammers.  Across the Web, non-Spam e-mails are regularly being routed into SPAM folders instead of being delivered.  To fight Spam, most e-mail services have built Spam filtering programs.  The problem is that now many important e-mails are being sent to the Junk or Bulk mail folder or worse, being rejected outright. The problem is a general one on the Internet.
How can you prevent e-mails from PNP from being rejected or undelivered?
1. When an inquiry is filtered into your Spam folder, click “Not Spam” to notify your e-mail service of the error.
2. Add the PNP domain to your safe sender's list.
3. Check your bulk or junk mail folders periodically.

Here's how to proceed with the different vendors:

For Outlook: 1. Click on “Tools”. 2. Then click on “Unwanted Mail” then on the “Approved List only” Tab. 3. Go to the “Approved Senders” Tab. 4. Now insert PNP's electronic address. 5. And click on OK. 5. Click on OK a second time.

For MSN Hotmail: 1. Click on “Options”. 2. On the left of the page, Click on “Mail” and then on “Preventing Unwanted Mail”. 3. Click on “Authorized Distribution List”. 4. Insert PNP's electronic address. 5. Click on “Add”.

For Windows Live Hotmail: 1. Click on “Options”. 2. Click on “Other Options”. 3. Click on “Unwanted Mail”. 4. Click on “Authorized and Blocked Senders”. 5. Click on “Authorized Senders”. 6. Insert PNP's electronic address. 7. Finally, click on “Add to list”.

For Yahoo!: 1. Click on the “Spam” link on the left side of the page. 2. Find PNP's e-mail. 3. Tick the corresponding square and click “Not Spam”.

For AOL: Insert PNP's electronic address in your address book or your list of authorized senders. 1. Click on “Anti-Spam Filter” at the bottom of your Inbox screen. 2. When the square “E-mail and Anti-Spam Filter” appears, click on the “Authorized Senders List” link. 3. Choose the option “Authorize the e-mails of...”. 4. Add PNP's electronic address and click on “Add” and then on “Save”.

For Gmail: 1. Click on “Contacts” on the left of any Gmail page. 2. Click on “Add to my Contacts”. 3. In the space for the electronic address, insert PNP's address. 4. Click on “Save”.

For EarthLink: Insert PNP's electronic address in your address book. 1. Click on the “Suspect e-mails” folder on the left of the page. This folder contains all the e-mails that EarthLink interprets as Spam and deletes them according to your preferences. 2. If you see a message with PNP's electronic address, choose the option “Move to the Inbox and add this contact” from the roll down menu.

Is your PNP site secured and how do you guarantee the confidentiality of the provided information?

We use technology which is the industry's norm for secured commercial transactions. Our security protocol encrypts all of your personal information such as your name, your address and your credit card number so that they will be unreadable. We make sure that all transactions requiring your credit card number and your personal information are secured and encrypted.

Can your PNP Videos infect my computer with a virus?

All Videos sent from PNP’s Website are kept on PNP’s servers. The presence of a virus is therefore nearly impossible since your PNP Video comes directly from our servers. However, if your Video is not sent from our servers, there is a risk comparable to any e-mail reception with an attached file. Though you do not need to install software to send or receive Videos from our Website, we recommend that you install the Flash application, enabling you to access the Video content. You may install or reinstall the latest version of Flash from this Website: http://get.adobe.com/fr/flashplayer/.

Who sent me a PNP Video and how can I safely view it?

Unfortunately, it is impossible to exactly establish who sent a PNP Video (indeed, nothing can guarantee the sender's identity even if this person had to fill a field to this effect). We are aware of the possibility of malicious activity via erroneous notifications of Videos. As a precautionary measure, we allow ourselves to remind you of the following recommendations:

1. There isn't really a risk in simply opening an e-mail. However, one must be cautious regarding the links that it may contain.
2. When in doubt about the source of an e-mail, don't open it. If you open it, don't click on any links that are there.
3. A person sending a Video must always be identifiable, via the subject of the e-mail, for example. If you do not recognize the sender, be aware. Be particularly vigilant when the subject is impersonal.
4. If you believe you have received a fraudulent e-mail Video claiming to originate from PNP, please send it to our security team by communicating with our Customer Service.. Your e-mail will help us in fighting Spam and Fishing attempts.

A few extra recommendations to better protect you:

1. Make sure you always use the latest version of your browser because it will check the fraudulent Websites during your Web browsing.
2. Add our address to your list of known senders so that the Video messages that are actually meant for you are delivered. This however does not guarantee that you will never receive any hoax Videos.

Will you divulge my personal information?

Please consult our Terms of use and Confidentiality Policy.

What are your policies?

For more details on our thinking, click and read the section titled Terms of use and Confidentiality Policy.

Who are you?

UgroupMedia is a company specialized in developing and rolling out novel solutions regarding video personalization for the Web. Thanks to its technological platform named « U », the company is able to offer its customers made-to-measure personalized video concepts, set up in real time while using user choices or existing customer profiles. In only a few years, the joint work of UGM and the team of Santa Claus' engineer elves enabled the launch of the Portable North Pole console, which has experienced much success since its launch! All that is required is for the users to answer a few questions and provide pictures and Santa prepares them a unique and personalized Video message. With the success of the Portable North Pole operation, UgroupMedia has demonstrated the scope of its expertise. Additional information is available on the site www.ugroupmedia.com.

Whom can I contact for assistance?

Please take note that if you do not find an answer to your question in our FAQ, you can contact the PNP elves by clicking here. The more information you supply them with, the better they will be able to help you.

I received a Video with inappropriate content... What should I do?

Located at the bottom left of your PNP Video reading console, the function “Report Abuse” is used to report any Video with content that is 1) obscene; 2) hateful; 3) detrimental; or 4) if the Video contains a picture which use you have not authorized. Under these conditions and at your request, by using the “Report Abuse” button (which can be found in the Video's viewing menu), or by clicking here, the PNP elves will delete your Video. Don't forget to include the unique URL link of that Video (copy and paste) in your message.