Frequently Asked Questions

Q: Do you follow CDC Recommended Guidelines
A: Yes. Our operations may change based on current CDC guidelines and Mall policies. We do this to help protect everyone's safety.

Q: How does the booking system work?
A:  On our home page,, simply enter your zip-code and select your nearest mall location. Available dates and times will be displayed on your screen. Choose the time that works best for your family and follow the instructions to complete the booking process.

Q: What do I do when I arrive for my reservation?
A: Check in with the Greeter and our staff will guide your through the process.

Q: Can I just show up and wait in line to see Santa/Bunny?
A: Yes, "Walk-Ins" are accepted but we cannot guaranty your wait time and you will miss out on the discounted package price by making your reservation early.

Q: Can I make a reservation at the photo set?
A: All reservations must be made online and in advance but can be made at the set using your personal mobile device.

Q: What if I need to change my reservation after I book?
A: Simply visit, and enter your email address along with your Reservation Code. Please keep in mind, there will be a $3 fee to change your reservation Date & Time. Reservations may not be changed within 2 hours of your scheduled time. There will be no refunds for booking multiple appointments.

Q: Can I cancel my reservation?
A: There are no refunds or cancellations after you have booked your visit or if you no-show. You will be able to change your reservation while time slots are available as long as you do so at least two hours prior to your reservation.

Q: What if my child gets sick?
A: PLEASE DO NOT BRING YOUR CHILD OR ANY FAMILY MEMBER THAT IS SHOWING SYMPTOMS OF ILLNESS OF ANY KIND. If your child or any member of your party is sick on the day of their appointment, you may reschedule your appointment as long as you do so at least two hours prior to your scheduled visit. If you do not reschedule at least two hours before your reservation and you no-show, you will not receive a refund.

Q: When should I arrive for my reservation?
A: We ask that families arrive no more than 5 minutes prior to their scheduled visit.

Q: Can pets visit Santa/Bunny?
A: Yes, with a reservation. Most malls allow pet visits on Mondays. If your selected mall is participating, a notice will be displayed below the package selection page. Well behaved, leashed or crated and people friendly pets are welcome as part of Family Photos or for Pet Photos with the Santa/Bunny.

If you have additional questions that were not addressed above, please feel free to email us at