Frequently Asked Questions
Does Elsa say the selected names?
Yes Elsa can say any of the listed names. If you select from the list the message will include the name of the recipient and the sender name or family grouping (e.g.: Brothers, Parents and Grandparents)
What image format do I need to use?
The image must be of type .JPG, ,PNG, .BMP and less than 3MB in size. The picture should be square in shape for a better video experience. For the best results, the image should be 600 x 600 pixels wide.
We do not refund for provide a poor or distorted photo. Stick to the guidelines and the result will be high quality.
What if I cannot see the name I want in the list?
Contact us with the name(s) you would like in the message and we will try to let you know what time frame it will be available in.
How long does it take to get the custom video message?
Typically it takes about 1 hour after ordering, and we rarely see over 8 hours, but allow up to 48 hours during say Christmas time. Track your order from Ordered to Delivered.
How do I track the progress of my order?
1. When you have received your order, the status is ‘Ordered’. We start to produce the video immediately.
2. Using your email address and order number you can track the progress of your progress at the “Track My Order page”
or
2. Logging into your account will give you the status of outstanding orders
A status of ‘Preprocessing’ will indicate that your customisations have been created – Santa’s voice is done as well as any text
A status of ‘Packaging’ will indicate that the full rendering is done and post-production stage in underway – the team are busy!
3. Once we have dispatched your Video Message order, you’ll receive a delivery email and the status will be ‘Delivered’ – It’s a wrap!”
I haven't recevied the link for my video. What do I do?
Using your email address and order number you can track the progress of your progress at the “Track My Order page”.
Email is not 100% reliable and can take some time unfortunately, If your order status ‘Delivered’ for more than 48 hours, please check your Spam folder, and if there are no issues with your email provider, contact us with your order number.
Where is the video sent?
Once created, your custom video is loaded on a secure server and you will be emailed a link to download the video to store and distribute to your friends and family.
Can I download the video?
Yes, you ordered and paid for it, so you can download and show it to anyone.
How long is the video link valid for?
The link is valid for at least 60 days after delivery. As we have limited space to keep costs low we cannot store it forever! You can download your own copy of the video to store and play where you like.
We generally do a clean out after 120 days.
What if I’m not happy with the video?
Contact us with your issue and we will review your video and request in detail
Does the video link expire?
Yes, as we have limited storage we typically archive ordered videos after 60 days.
How many times can I view the video?
As many times as you like!
Can I send my video to someone else?
Yes, you can send the link to anyone you like.
What payment method does the site accept?
Paypal. Sorry no carrots or cookies…yet!
What if I forget my password?
Click here “Retrieve/reset password link”.
How do I change my password?
Go to the link here : “Change Password”.