Frequently Asked Questions

Santa Photo Hours

November 20
11:00am – 7:00pm (Break 3:00pm – 4:00pm)

November 21
12:00pm – 6:00pm (Break 3:00pm – 3:30pm)

November 22 – November 24
Monday – Wednesday 11:00am – 7:00pm (Break 3:00pm – 4:00pm)

November 26 – November 28
Friday – Saturday 11:00am – 7:00pm (Break 3:00pm – 4:00pm)
Sunday 12:00pm – 6:00pm (Break 3:00pm – 3:30pm)

November 29 – December 12
Monday – Thursday 1:00pm – 7:00pm
(Break 3:00pm – 3:30pm)
Friday – Saturday 11:00am – 7:00pm (Break 3:00pm – 4:00pm)
Sunday 12:00pm – 6:00pm (Break 3:00pm – 3:30pm)

December 13 – December 16
Monday – Thursday 1:00pm – 9:00pm (Break 4:00pm -5:00pm)

December 17 – 23
Daily 10:00am – 9:00pm (Break 3:00pm – 4:00pm)

December 24
10:00am – 5:00pm (Break 2:00pm – 2:30pm)

Welcome to Santa’s Winter Woods at Fairview Town Center. For 2021, we will be offering a traditional in person Santa experience with the traditional viewing stations and a selection of frames. Santa is fully vaccinated and the staff at Santa’s Winter Woods will be wearing a mask. As in years past, all visits with Santa will be by appointment only. To keep your visit as safe as possible, there will not be a retail store, coffee bar, art area or play area or indoor again this year.
Here are the answers to the more frequently asked questions:

Q: Is my family required to wear a mask?
A: Because children cannot yet be vaccinated and have exposure at pre-school or school, we ask that everyone over the age of 2 wear a mask before and after photos. You may choose to remove the mask(s) for the photos or keep them on – or do some of each. If you choose to remove the mask(s) for photos, the mask(s)will need to go back on once the photos have been taken. We appreciate your assistance in keeping everyone safe.

Q: Where is the Santa’s Winter Woods located at Fairview Town Center?

A: Santa’s Winter Woods is located at 102 Fairview Station Parkway at Fairview Town Center. This is directly behind The Container Store.

Q: Why are visits with Santa by appointment only?

A: In the past we have experienced very long lines – as long as seven hours. That’s no fun for anyone. Appointments are truly the best way to offer a relaxed stress free experience for all visitors as well as to keep Santa’s Winter Woods safe and clean in these times of Covid 19.

Q: How does the booking system work?

A: Simply visit Available 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. You will receive an email confirmation as well as a reminder the day before your appointment.

Q: What time should I arrive for my appointment?

A: We suggest that you arrive no more than 5 minutes prior to your appointment and that you enter Santa’s Winter Woods at your exact appointment time. The system works best when folks are right on time.

Q: Will the photo space be set up the way it has in years past?

A: Not this year. Due to Covid 19, the retail store, the art area, the play area, the indoor snow, and the coffee bar will not be available. We ask that families remain in the designated areas and not walk through the rest of the space other than accessing the restrooms.

Q: Can I just show up and wait in line to see Santa?

A: No, all visits with Santa are by appointment only.

Q: Can I make an appointment at the photo set?

A: All appointments must be made in advance online.

Q: Is there a cost to make an appointment with Santa?

A: The appointment booking portal requires a $35 deposit when you book your appointment. This includes your special time with Santa and two 5×7 photos or a $35 credit towards any digital photo purchase. THERE IS NO CASH BACK AT THE PHOTO SET.

Q: What forms of payment do you accept?

A: Visa, Mastercard, American Express, Discover and cash are accepted.

Q: What if I need to change my appointment after I book?

A: When you book your appointment, you will create an account in the system. If you need to change your appointment, simply log into your account and do so or use the link in your confirmation email to do so. Please be sure to log in and change your appointment rather than booking a new appointment. There will be no refunds for booking multiple appointments. Keep in mind that you may only rebook your appointment while time slots remain available.

Q: Can I cancel my appointment?

A: There are no refunds or cancellations after you have booked your visit. There are no refunds if you no-show. You will be able to log in to your account and change your appointment while time slots are available as long as you do so at least one hour prior to your appointment.

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 or virtual visit, you may log in to your account and reschedule your appointment as long as you do so at least one hour prior to your scheduled appointment. If you do not reschedule at least one hour before your appointment and you no-show, you will not receive a refund. Towards the end of the season, if all appointments are sold out, there may not be an opportunity to reschedule sick children.

Q: Where do I park?

A: Parking is located in front of the building along Fairview Station Parkway, behind the building on the East side of The Container Store and in front of Dillard’s to the West.

Q: What if I am running late for my appointment?

A: If you are more than 5 minutes late for your scheduled appointment, we may need to reschedule your appointment for another day. Towards the end of the season, we may not be able to reschedule your appointment at all. Please understand that thousands of people visit Santa every season and that the appointment system relies on everyone being on time so that everyone has a great experience.

Q: What hours is Santa available for visits?

A: Santa’s Winter Woods will open on November 20, 2021 and be open through Christmas Eve. Santa's 2021 hours vary daily and expand as we get closer to Christmas Eve. Only hours that are available will be open in the appointment booking system. We sometimes add additional hours if demand is high, which will show up in the on-line booking system when available. All visits with Santa are by appointment only.

Q: I booked my appointment, but that time still shows as available on the web site. Am I really booked?

A: Yes. This year, for in person visits we will schedule two families every five minutes. This allows each family double the time of the average Santa visit in other locations and allows us to distance families in the set to keep everyone safe. One family is checking in, another is with Santa and another is viewing their photos.

Q: What time does Santa take his break?

A: Santa generally breaks to feed his reindeer once daily. Any break times will not be available in the booking portal.

Q: Do I need to make an appointment to visit with Santa on Christmas Eve?

A: Yes, all visits with Santa are by appointment only. If your family would like to visit on Christmas Eve, we suggest you book your appointment early, as this date has booked up quickly in years past.

Q: Can I book Santa to come to my home?

A: Santa does not make home visits.

Q: How much do the photos cost?

A: Two 5×7 photos are included in your $35 deposit. You may also choose a $35 credit towards digital product. Additional photo sheets start at $9.95. Digital downloads and products are also available.

Q: Can we use our personal camera or video recorder when we visit Santa?

A: Yes and no. There are several areas where you may use a cell phone to take selfies prior to your visit with Santa. These are areas are clearly marked. The use of personal cameras is prohibited during your visit with Santa.

Q: Can pets visit Santa?

A: Yes, with an appointment. Well behaved, leashed or crated, and people friendly pets are welcome as part of family photos or for pet photos with Santa. You do need to make an appointment for your pets through the appointment booking portal.

Q: What gift does Santa give to the children?

A: This year, Santa will be giving each child a Christmas banner art kit. Due to supply chain issues with our supplier, there will not be a baby/toddler gift this year.

Q: Are there restrooms at the photo area?

A: Yes, there are restrooms, including baby changing stations available at the photo area.

Q: What steps are you taking to make sure that visitors are not exposed to Covid 19?
A: The safety of our guests and staff is top priority. The following processes will be used to keep the photo space clean and safe:
• The set will be thoroughly cleaned including high touch points twice daily including all common areas and restrooms.
• Hand sanitizer will be provided in the entrance atrium and photo printing area as well as in the restrooms.
• Families visiting will be distanced as they move through the process.
• Santa will be fully vaccinated and photo staff members are either fully vaccinated or will be wearing masks at all times.
• All guests over the age of 2 must wear masks when entering and exiting the set.
• Families have the option of having a contactless distanced experience with Santa during the photo process. The children may sit in Santa’s chair with Santa posing behind them. If this is your preference, just ask!