Frequently Asked Questions

What is “It's the Real Santa?”

“It's the Real Santa” is a magical gift for the special children in your life. We offer custom, personalized video messages from Santa Claus for viewing in the comfort of your home. All videos are in full HD, for viewing on your phone, tablet, laptop, or even your television.

What makes our Santas so special?

All of our Santas are real beard Santas. No obviously fake beards allowed. Every Santa that creates our videos is thoroughly vetted by our partner and senior Santa, and always has a full, authentic, white beard that is Santa’s trademark.

Can I personalize my video?

Yes! On our ordering page, you will fill out a series of personal (but non-identifying) questions about each child Santa will be addressing in the video. Santa will include those details to make sure each child knows they are special and Santa is always happy to know boys and girls on his Good List.

What does a video from Santa look like?

Here is an example of an It's The Real Santa video:


When can I purchase my video?

Videos can be purchased at any time. Production will begin November 9th and continue through Christmas Day.

How much does a video cost?

Each custom, personalized video is $44.95 for the first child, and $5.00 for each additional child addressed personally in the video.

How many children can you include in one video?

Santa can personally address up to five children in each video. For more than five children, you will need to split them between two or more videos.

How long does it take to receive my video once I complete my order?

We suggest ordering early. The average turnaround time is 7-10 days, but can be faster depending on volume. If you have a special need, such as an upcoming birthday, ask us and we will let you know if we can help. As we draw closer to the holidays, we will make every effort to deliver last-minute orders before Christmas Day.

How do I view my video?

Once your video is completed, you will receive an email with a link to our video portal. You can choose to view the video there or download it to view from anywhere.

Do you offer multi-cultural Santa options?

Coming soon!

How long will my video be?

While there is no exact timing, since each video is custom, you can expect your video to be approximately 60 seconds for one child and an additional approximate 20 seconds for each additional child.

Who can I contact if I have questions ordering or problems downloading my video?

For any customer service questions, please contact support@characterencounters.com.