Frequently Asked Questions


What are your office hours?

Our office is open from 8am-6pm EST.


Will I be able to speak to an actual person if I call the contact number?

Yes, Santa Caught on Tape is a family run business. All calls and emails will be answered and returned by a family member!


How long does it take to get my Santa Caught on Tape video?

Once you place your order, it will take 1-2 business days to receive your Santa Caught on Tape Video.  An email confirmation will be sent after order placement.


How do I receive my video?

We will email you a dropbox link to your Santa Caught on Tape video.  You will need to download the video and transfer it to your smartphone or tablet.  Please make sure to play the file before Christmas morning.


What happens if my video is not playing on my smartphone or tablet?

All videos are encoded as MP4’s. MP4s are a universal codec that will play on almost all smartphones and tablets.  Your dropbox link will play on all smartphones and tablets.  For detailed instructions to get your video to play on your smartphone or tablet, please click on Directions.


Can I purchase a video as a gift?

Yes, you can purchase a video as a gift.  Simply take a picture of that person’s living room and follow the same instructions.


What can I use to take the picture?

You can use any smartphone or tablet with a camera.  You can also use any digital camera.  The file size must be under 20mb.


Should my tree be decorated?

Yes, your Christmas tree should be decorated as it would be on Christmas morning. Please do not place any presents under the tree.


What happens if I do not have a fireplace?

Not a problem. We have an option with just a Christmas tree.


When should I take the picture?

If windows will be in the photo, please take the photo at night.


What is the last day I can order to ensure I receive my video?

The last day orders will be taken is December 20th.  NO orders will be taken after December 22 at midnight.


How should I take the picture?

Please refer to step-by-step instructions under the tab “How It Works” on the homepage. When you choose one of the three options, detailed instructions will be available. If you need assistance, please contact us for further assistance. 


Why do you want a picture instead of a video?

We are not accepting videos because quality in video differs greatly.  There can be a noticeable difference in video quality. In addition, our footage is professionally shot which will further the discrepancy making the end product less than optimal. We are committed to a quality product.


What if my video has not arrived?

If your link has not arrived via email within 5 business days, please be sure to check your SPAM folder.  If you still cannot find the email, please call us at 724.398.9637.


What happens if I am not satisfied with my Santa Caught on Tape video?

Simply contact us and we will assist you with any issues and concerns. If those issues cannot be addressed to your liking, we will refund the cost of the video.