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.

We offer limited time promo codes on select items or themes. You can view a list of currently active promo codes in your shopping cart.

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 First Class, USPS Parcel Select, or USPS Priority Mail.

No, unfortunately 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.

Additionally, we do not accept international payments. Credit cards, checks, and money orders must be U.S. based, with U.S. funds, from a U.S. bank/card company.

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

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.




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 here on our website, in our retail stores, as well as for orders placed over the phone on our toll-free line.

Unfortunately, shipping and handling charges are non-refundable (except for items that are broken when received or exchanges). 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.

Additionally, please note that personalized items are non-refundable/non-returnable.

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.

Our customer service department is available by phone at 1-888-437-5635 (M-F, 8:00 AM - 4:30 PM Eastern), e-mail at info@christmasmouse.com, and Facebook. Our store hours vary by location and the time of the year.

You can contact us either by phone, via e-mail at info@christmasmouse.com, or through our Facebook page. Our toll-free # is 1-888-437-5635. Select Extension 8 when calling for all order and product inquiries.

You can contact us either by phone, via e-mail at info@christmasmouse.com, or through our Facebook page. Our toll-free # is 1-888-437-5635. Select Extension 8 when calling for all order and product inquiries.


It depends, some items are sold as sets, some are sold individually. Generally, if an item is sold as a set, it'll say Set of 2, 2 Piece Set, 2 Pack, or something along those lines. Otherwise, the item is sold individually. Additionally, if you see the world Style and a dropdown menu allowing you to choose which style/design/color you want, then it is sold individually.

Style means that the item is sold individually. You may purchase the complete set if you wish. To do so, you will need to add each style to your cart individually. If for example the item is priced $8.00, you will need to purchase one of each style for $8.00 each. If there are 3 styles, then that would be $24.00 total (plus any applicable shipping charges and taxes).

To purchase multiple styles of the same item, pick your first style choice from the dropdown menu, then click Add to Cart. This will take you to the shopping cart. If you want to add additional styles, click the blue link with your item's name/description to go back to that item. Next, click the dropdown menu and pick your next style, then Add to Cart. Repeat these steps for each style you wish to purchase.

If you want to purchase multiple pieces of the same style, add the style to your cart like normal and then pick the quantity you wish to purchase of that style in the shopping cart.

It depends. If you were wanting to order a Blue Sailboat Ornament and wanted 10 of them, but the website would only let you order 5 blue ones, you will need to call our customer service department at 1-888-437-5635 and we can try to take your order over the phone.

Sometimes the item(s) is/are available still, sometimes they're sold out, or sometimes we only have 5 blue ones left and you would need to call us to see if we can locate any additional blue ones at some of our other locations.

It depends. Sometimes you can order items not shown on our website, it varies. If you're wanting to purchase a large or very large item (i.e. something over 20" in size), these are generally not able to be shipped (as we do not have boxes big enough [except for the case of something like trees which come in their own boxes]) and thus they would not able to be purchased through our website. You may still order these items, however, you would need to pick them up at one of our retail store locations.

If you wish to order an item not shown on our website, please call our customer service department at 1-888-437-5635 and we will check on the availability of your item(s) and whether or not they can be shipped.

For orders with very large quantities, you may be able to simply order through the website like you would any other order. If the website will not let you do this, you will need to call our customer service department at 1-888-437-5635 to inquire about placing this order.

Sometimes we will be able to get your items from our retail stores. Sometimes we may have to place a special order with the manufacturer/supplier of your item(s). This process can take anywhere from 1-4 weeks depending on where it's coming from, how many you need, where it's going, etc. Please plan ahead accordingly if you are purchasing for a special event, birthday, etc.

We're sorry to hear that your personalized item wasn't spelled the way you intended or had incorrect info. We try our best to make sure names are spelled right and other info is correct. Unfortunately we are human and mistakes do happen.

If you believe there is an issue/problem/mistake with your personalized item(s), please contact us and we will try to get the problem resolved.

No, Christmas Mouse is a retail company and thus we do not make, manufacture, or produce customized ornaments or decorations.

How Many Lights Do I Need For My Tree?

The number of lights you will need for your tree really comes down to personal preference. Too many and your ornaments and garlands will be obscured by all of the light. Too few and nothing will be visible. Below is a listing of general recommendations for the number of lights you might want based on the size of your tree and the type of lights you want to use.


    Size of Tree          Miniature Lights          LED Lights          C7 Lights      
1 Foot25-5010-3510-15
2 Feet50-10035-5015-20
3 Feet100-15050-10020-25
4 Feet150-200100-20025-30
4.5 Feet200-250200-25030-35
5 Feet250-300250-30035-40
5.5 Feet300-350300-35045-50
6 Feet400-450350-40050-60
6.5 Feet450-500400-50065-75
7 Feet500-650500-60075-85
7.5 Feet650-850600-70085-95
8 Feet850-900700-80095-105
8.5 Feet900-950800-850105-110
9 Feet950-1,050850-900110-120
9.5 Feet1,050-1,100900-950120-150
10 Feet1,100-1,200950-1,000150-200
10-12 Feet1,200-1,3001,000-1,100      200-250
12-14 Feet1,300-1,4001,100-1,200      250-300
14-16 Feet1,400-1,5001,300-1,400      300-350
16-18 Feet1,500-1,7501,400-1,500      350-400
18-20 Feet1,750-2,0001,500-1,600      450-500
20 Feet+2,000+1,600+500+

Lights Sizes, Types, & Wattages

  • Miniature/Midget - One of the most common types of Christmas lights. These are probably the type you have on your tree. They come in incandescent and LED varieties. Their wattage varies from 0.5 to 2 watts. The base is able to snap into the light socket rather than having a screw base like traditional light bulbs or larger Christmas lights.
  • C6 - This size of light used to be very common and was one of the first sizes used for C light bulbs. They are much harder to find in modern times and usually are only available as LED.
  • C7/Retro/Vintage - The lights are what most people think of when they hear the phrase retro Christmas lights. They were once very common on trees 30+ years ago but in modern times the miniature or midget light has supplanted their use. They are screw in, around 5 watts, and are sold in incandescent and LED. Typically bubble lights will be this size. We also have flicker flame bulbs that are this size. You might also see this size for some types of nightlights.
  • C9 - Generally these are for outdoor light sets as they are of a larger size, brighter, and run hotter. Typically they use about 7 watts of energy which also their brightness level. Their base is the screw in type and they are available as LED lights. Incandescent ones are also manufactured, however Christmas Mouse does not currently carry C9 incandescent lights.
  • G20/G12 - These lights are somewhat similar to miniature lights in the ways they are used but have a faceted or crystal-like appearance. Typically the base is screw in as opposed to the snap in type for miniature lights. Additionally the bulb portion is usually a globe shape rather than a spire or cone type shape like on mini lights.
  • M5 - These lights are even more similar to miniature lights, being the same size and shape. In fact, without closer inspection you might think they were minis. But their true identity is revealed when the lights are turned off and you can more easily see the facets (like on the G series of lights).
  • Rectified Conical/Wide Angle - These lights differ quite a bit versus mini lights. Their base is similar, but their bulb structure is short and stubby, like a small can versus the long cone shape of mini lights. They are typically found in the LED variety and their appearance can be very bright and intense unless reflected.
  • Bubble Lights - As mentioned above, these generally use the same base as C7 lights. As heat is needed to make the bubbles appear, they are most typically sold as incandescent lights as these burn hotter than LED. They can be safely used on trees and garland and can be found in both indoor and outdoor varieties. However our bubble lights are indoor use only unless otherwise stated.

How Many Strands of Garland Do I Need For My Tree?

Just like with lights, the amount of garland you will need for your tree depends on how full you want your tree to look. Garland is typically used to accent the tree and fill in gaps where ornaments can't reach.


Too much garland can make your tree look cluttered and might be considered tacky by some. Too little and your tree may look bare or empty. As with Christmas lights, it's all about finding the right balance and what works for you. Below is a chart with some general guidelines.


Typically we recommend one 9 foot strand of garland per foot of tree. So if you had a 9 foot tree, you'd want 9 strands of 9 foot garland to fully decorate your tree.


Below is a chart showing the recommended number of strands of garland based on the length of the garland and the size of your tree.


    Size of Tree      
    # of 6 Foot Strands      
    # of 9 Foot Strands      
    # of 12 Foot Strands      
1 Foot
1-2
1
1
2 Feet
2-3
2
1-2
3 Feet
4-5
3
2-3
4 Feet
5-6
4
3
4.5 Feet
6-8
4-5
3-4
5 Feet
7-8
5
3-4
5.5 Feet
8-9
5-6
4-5
6 Feet
9
6
4-5
6.5 Feet
9-11
6-7
5-6
7 Feet
11-12
7
6-7
7.5 Feet
11-12
7-8
6-7
8 Feet
12
8
6
8.5 Feet
12-14
8-9
6-7
9 Feet
14-15
9
6-7
9.5 Feet
14-15
9-10
7-8
10 Feet
15
10
7-8
10-12 Feet
15-18
10-12
8-9
12-14 Feet
18-21
12-14
9-11
14-16 Feet
21-24
14-16
10-12
16-18 Feet
24-27
16-18
12-14
18-20 Feet
27-30
18-20
13-15
20 Feet+
30+
20+
15+

Sizes and Types of Garland

Garland typically comes in sizes ranging from 6 Feet to 12 Feet long. There are many different kinds. Artificial pine tree garland simulates decorating with real pine tree branches. Novelty garland is another popular type.


You can find garlands that are made out of plastic, wood, glass, acrylic, and more. There's also garlands that are strands of candies like gumdrops or M&Ms, seashells, peppermints, marshmallows, beads, popcorn and cranberries, and more!


Finally, there's lighted garland. This combines the look of artificial pine branches with beautiful Christmas lights, helping you create a warm and inviting holiday display!

Sometimes some of our water lanterns may not be working as intended. Most of them are supposed to light up and blow and/or swirl glitter around inside to simulate snowfall or a snow globe type of appearance.

If this happens to yours, please try the following.

  • Please allow your lantern to stay on for 15-30 minutes to allow time for the water to be heated up. Some of these function similarly to old fashion lava lamps and need time to activate.
  • Please note, batteries are usually not included with our lanterns, so in order for it to function you will need to add batteries. Some take AA, some take AAA, some C, etc.
  • Please also be sure to use brand new batteries if your old batteries are not working.
  • If your lantern still isn't working, you can also try tapping the bottom on/near the battery cover. Sometimes this helps.
  • Additionally, you can also try tilting the lantern back and forth in your hands a few times as this can sometimes help the swirling/movement to start up.
  • Finally, if you still can't get your lantern to work, please contact us at info@christmasmouse.com, on Facebook, or toll-free at 1-888-437-5635 and we can try to assist you further.

We're sorry to hear that you're having trouble getting your credit/debit card to work. Please call us toll-free at 1-888-437-5635 to speak to a representative who can assist you in placing your order. We are available M-F, 8:00 AM - 4:30 PM Eastern time.


Alternatively, you may also place an order by mail and pay by check or money order. Please note that if you pay by check, we will hold your order for 2 weeks to allow the check to clear the bank.

We do our best to fulfill your original order quantity whenever possible. However, we have brick and mortar retail stores as well that share some of the same inventory. Sometimes this means that we may no longer have an item you had wanted to order.

For example, let's say you wanted to order an item that came in 3 different colors, red, blue, and green. You wanted to order 3 of each color. Sometimes we may be sold out of one of the colors.

In this example, let's say we were sold out of red. If this were the case, we would contact you via e-mail and/or telephone and ask if you wanted to substitute with one of the other colors/styles, another item, or if you just wanted us to ship your order with the items we do have available still.

In the event we do not hear back from you after a few days regarding these items/this item, we usually will ship your order as is without the sold out items as we want you to get your order in a timely fashion. You may re-order other items on your next order or re-order the sold out items whenever they come back in stock.

This also applies if you had ordered 3 of an item for example, and we only had say 2 pieces of that item. We will try to contact you and see what you want to do.

Of course if you have any questions or concerns you can always call us during business hours (M-F, 8:00AM - 4:30PM Eastern) at 1-888-437-5635 and we will do what we can to answer your questions and assist you.