FAQ

All orders now require an account. If you ordered with us as a guest before October 1st, 2016, we have assigned you a temporary password. You can retrieve this password by clicking on the "Forgot your password" link on the login page. Or, you can give us a call and we can reset your password for you.
No, we do not have a catalog. We do however update our website daily. You can also create your own virtual catalog by printing any categories or themes you like and browse through at your leisure.
No, we do not.
No, we do not offer discounts. We do occasionally have on-sale items. The items are already sold at their discounted price. Most sale items can be found in the various clearance sections of our website. No returns/refunds/exchanges are accepted for on-sale items and no other discounts will be applied to them.
As of 2018, we have started offering limited time promo codes on select items or themes. You can view a list of currently active promo codes by adding an item to your shopping cart and clicking the link below your item(s) that says Click here to see all available codes.
We do not currently offer an overnight or next day service or a 2 day service. All orders are shipped via UPS Ground, UPS SurePost, or via USPS.
No, we are unable to ship internationally due to customs issues. Our recommendation is that you ship your order to a friend or relative here in the U.S. and then have them ship it to you.
Yes, we do ship to APO/FPO boxes (via UPS SurePost or USPS), however you will need to contact us if you wish to ship an order to Hawaii, Alaska, or another non-continental U.S. address. Please provide the address you want your order shipped to and the items you wish to order and we will process a custom shipping quote for you.

Please note: custom shipping quotes sometimes require additional processing time and may not be completed the same day you call or e-mail. Custom shipping quotes can sometimes take up to 1-2 weeks to complete. Please plan ahead if you are needing your items by a certain date.
Yes we do. All PO Box orders are shipped via UPS SurePost or USPS. UPS SurePost is a service where UPS will deliver your order to a post office in your area and then USPS will deliver the package to your PO Box.
We accept all 4 major credit cards, Visa, MasterCard, American Express, and Discover. We also accept payments by Check, Money Order, or Cashier's Check. Orders paid for by Personal or Business Checks are held for 10 business days to allow time for the check to clear the bank.

Checks and money orders should be made payable to Christmas Mouse and sent along with your order to:

Christmas Mouse
Attn: Orders
9200 Commerce Blvd
Williamsburg, VA 23185-6272

Unfortunately we do not accept PayPal, Google Pay, or any other payment method besides the 4 credit card types listed above, checks, money orders, or cashier's checks.
Yes, please mail your order and payment to:

Christmas Mouse
Attn: Orders
9200 Commerce Blvd
Williamsburg, VA 23185-6272

Please make checks and money orders payable to Christmas Mouse. Please Note: If you choose to pay by Check, we must hold your order and check for 10 business days (2 weeks) in order to allow time for the funds to clear the bank. Once the funds have cleared, your order will be able to be shipped. Money Orders and Cashier's Checks do not have this restriction.
Although we try our best to have an error-free website, we do make occasional errors. We reserve the right to contact you and correct pricing or other errors prior to fulfilling your order.
Shipping costs are based on the subtotal of your order. We ship via UPS Ground, UPS SurePost, or USPS. Many times you are actually saving money on shipping costs versus real-time rates that UPS and USPS charge. Our shipping charges also include the cost to ship the item to you as well as other associated costs like packing materials, the box your order comes in, time spent on shipping the order, etc. To calculate your shipping cost, please refer to the table below and find the subtotal of your order.

Order Subtotal
Shipping Charge
Up to $40.00
$8.50
$40.01-$60.00
$8.95
$60.01-$80.00
$11.95
$80.01-$100.00
$14.95
$100.01-$150.00
$17.95
$150.01-$200.00
$20.95
$200.01-$300.00
$24.95
Over $300.00
$29.95
We ship most orders within 24-48 hours for items in stock in our warehouse. Sometimes we have to get items from one of our retail stores to fill your order. This may add a delay of anywhere from 2 business days to 2 weeks, depending on the items and stores they will be coming from. We try to let you know by e-mail if there will be a delay of more than 2 days before we can ship your order (Monday-Friday).

Another exception would be if you placed your order after 3:00 PM EDT/EST on a Friday, then your order would not ship until Monday as we are closed on the weekends and thus orders are not picked up from us on the weekends.

Finally, orders that are paid for by personal or business check are held for a minimum of ten business days (2 weeks) once the check is deposited to allow funds to clear. For transit information on how long your order is estimated to take to arrive, please refer to the below UPS Ground map. USPS transit times are similar.

We will refund your purchase, exchange merchandise, or issue a store credit within 30 days of purchase. If you return merchandise to us after 30 days, we will only be able to issue you a store credit via a Christmas Mouse Gift Card, which are usable for purchases in our retail stores as well as orders placed over the phone on our toll-free line.

Unfortunately, shipping and handling charges are non-refundable. Also, please note that while you can use any return method you like, we do not offer reimbursement for return shipping.

Merchandise must be returned in its original condition and must be accompanied by the receipt and/or packing slip.

Refunds for personal check purchases will be mailed to you after 14 business days.

All sale items are final. No refunds or exchanges allowed.

Please ship all returned merchandise to:

Christmas Mouse
Attn: Returns
9200 Commerce Blvd
Williamsburg, VA 23185-6272
We're sorry to hear that you received broken and/or damaged merchandise or you had items missing. Please contact us toll-free at 1-888-437-5635 or e-mail us at info@christmasmouse.com to report your damages or missing items and we will begin the claims process. The entire claims process can take up to 14 business days (just over 2 weeks) to complete.
We're sorry to hear that your package never arrived. Please contact us toll-free at 1-888-437-5635 or e-mail us at info@christmasmouse.com to report the missing package and we will begin the claims process. The entire claims process can take up to 14 business days (just over 2 weeks) to complete.
Christmas Mouse has store locations located in VA, NC, and SC. We also have a temporary shop during the month of November in Charlotte, NC at the Southern Christmas Show. For address information and hours for all store locations, please visit our store hours and locations page.

For Southern Christmas Show info, directions, or tickets, please visit the official Southern Christmas Show website here.
Our customer service department is available by phone at 1-888-437-5635, e-mail at info@christmasmouse.com, and Facebook, M-F, 8:00 AM - 4:30 PM Eastern. Our store hours vary by location and the time of the year. Please visit our store hours and locations page by clicking here.
You can contact us either by phone, via e-mail, or through our Facebook page. Our toll-free # is 1-888-437-5635. Select Extension 8 when calling for all order and product inquiries. If you'd prefer to e-mail us, you can do so at info@christmasmouse.com.
You can contact us either by phone, via e-mail, or through our Facebook page. Our toll-free # is 1-888-437-5635. Select Extension 8 when calling for all other comments or inquiries. If you'd prefer to e-mail us, you can do so at info@christmasmouse.com.