House of Holiday FAQ

Frequently Asked Questions

Find answers to all your holiday shopping questions! 🎄

Whether you're tracking an order, planning a pickup, or wondering why something didn't come with a cord, we've got answers.
Browse by category below. If you still need help, we're just a call, email, or chat away!

ORDERING & PAYMENT
When will I be charged for my order? â–¼

Your card is charged in full at the time of checkout, including all Pre-Ordered items.

What payment methods do you accept? â–¼

We accept all major credit and debit cards, PayPal, Shop Pay, Apple Pay, Affirm, and House of Holiday gift cards.

Do you offer gift cards? â–¼

Yes! House of Holiday gift cards are available in multiple amounts and never expire. They can be used on our website only. We do not offer gift cards for our physical store.

👉 Click here to purchase a gift card

Are there any discounts available? â–¼

Yes! Sign up for our newsletter and we'll send a discount code straight to your inbox.

Can I place an order over the phone? â–¼

Absolutely! Call us at 1-833-ELF-HELP (353-4357) extension 1 during customer service hours and we'll be happy to assist you.

Can I pick up my order in-store? â–¼

In-store pickup may be available for certain items. Please contact us before placing your order to confirm availability and make arrangements.

What is Route and why is it in my cart? â–¼

Route is optional shipping and theft protection. We recommend it, as many of our items are large, fragile, or high-value. Route makes it quick and easy to get a replacement or refund if something goes wrong in transit.

Don't want it? No problem, just remove it from your cart before checkout.

My payment didn't go through. What should I do? â–¼

Double-check that your billing info matches what your bank has on file. Still having trouble? Contact us and we'll help you out.

Why am I not able to complete my purchase on some items? â–¼

Some items are marked "in-store only" and cannot be purchased online. You'll find availability listed on each product page as "online," "in-store," or "online and in-store."

SHIPPING & DELIVERY
When will my order ship? â–¼

Orders typically ship within 1-3 business days. During the peak holiday season, it may take a little longer.

You'll receive tracking info as soon as your order ships.

How long does delivery take? â–¼

Most orders arrive within 3-7 business days after shipping, depending on your location.

Where do you ship? â–¼

We currently ship to the United States, Puerto Rico, and Canada.

How much does shipping cost? â–¼

Domestic orders follow a tiered flat-rate system based on your cart total.

Shipments to Canada are calculated at checkout based on size, weight, and destination.

👉 See full details in our Shipping Policy

Can I ship to a P.O. Box? â–¼

Most orders can ship to a P.O. Box, but some items ship via UPS only and will need a physical address. If that's the case, we'll contact you before processing your order.

Can I expedite my shipping? â–¼

In some cases, yes. If you're on a tight deadline, email us at help@houseofholiday.com or call 1-833-ELF-HELP ext. 1 and we'll let you know what's possible.

How do I track my order? â–¼

Once your order ships, we'll email you a tracking number. You can also check your account or contact us directly.

I received an email saying multiple items shipped, but I only got a few. â–¼

We're sorry for the confusion, it's a technical limitation of our system. Sometimes a shipping notification includes more items than were actually sent. But don't worry: the rest is coming.

Please contact us for a full shipment breakdown.

RETURNS & CANCELLATIONS
What's your return policy? â–¼

We accept returns on most unused, unopened items within 14 days of delivery. Items must be in original condition and packaging.

👉 See our full Return & Cancellation Policy

What if my item arrives damaged or missing parts? â–¼

Contact us as soon as possible and include photos of the item and packaging. If you added Route Protection, we'll file the claim for you — unless you prefer to do it yourself.

Email: help@houseofholiday.com
Phone: 1-833-ELF-HELP (353-4357) ext 1
Chat: Click the icon at the bottom right of your screen

How do I return an item? â–¼

Contact us with your order number and the reason for your return. We'll walk you through the next steps.

Are return shipping costs covered? â–¼

Return shipping is the responsibility of the customer unless the item arrived damaged or we made a mistake.

Can I cancel or change my order? â–¼

If your order hasn't shipped yet, we'll do our best to cancel or update it. Contact us right away.

I checked out with Route. Do I have to file the claim? â–¼

No, we're happy to file it for you. But if you prefer, you can also do it yourself at claims.route.com

PRE-ORDERS
What does "Reserve Now" mean? â–¼

"Reserve Now" means the item is not yet in stock, but it's on its way. You can order it early to guarantee availability.

When will my pre-order ship? â–¼

Estimated ship dates are listed on each product page. We'll send updates if anything changes.

Will I be charged now or when it ships? â–¼

You'll be charged in full at the time of purchase — this holds your place in line.

Can I cancel a pre-order? â–¼

Yes, as long as your item hasn't shipped. Contact us and we'll take care of it.

Can I combine pre-orders with in-stock items? â–¼

Yes! We'll ship in-stock items right away. Pre-orders will ship separately as soon as they arrive.

OTHER QUESTIONS
My Lemax item came without an adapter and cord. â–¼

Check the outer edges of the Styrofoam packaging. Lemax often hides the cord in a cutout pocket, sealed with a white sticker that has red text on it.

Do your Christmas trees come with a stand? â–¼

Yes, all of our trees come with a sturdy, hinged metal stand.

Are you environmentally friendly? â–¼

We're proud to partner with environmentally responsible companies to do our part for the planet! When you protect your order with Route, they offset the carbon emissions from your shipment. Plus, our preferred shipping partner Sendle is America's first 100% carbon neutral shipper.

🌱 Every order you place helps support a greener future!

Is everything on your website available in-store? â–¼

Not always. Some online items aren't stocked in-store, and many in-store items aren't listed online.

Please check each product page for availability. If you're nearby, we recommend stopping by — our showroom offers much more variety than what's shown online.

My company makes products you should sell — who can I contact? ▼

We'd love to hear from you! Please send your product info to: sales@houseofholiday.com

I have a large collection of items from [brand]. Would you buy it from me? â–¼

Sorry, we only sell brand new merchandise and do not buy or resell used items or private collections.

STILL NEED HELP?

We're always here to help:

📧

Email Us

help@houseofholiday.com

📞

Call Us

1-833-ELF-HELP

💬

Live Chat

Click the icon at bottom right

🕒 Hours: Monday–Saturday, 12 PM – 6 PM EST

Thank you for choosing House of Holiday — we're here to make your season magical! 🎄