Frequently Asked Questions
November 26 – December 16
Monday – Thursday 3:00pm – 7:00pm
Friday – Saturday 11:00am – 7:00pm (Break 3:00 – 3:30)
Sunday 12:00pm – 6:00pm (Break 3:00 – 3:30)
December 17 – 23
Daily 11:00am – 8:00pm (Break 3:00 – 4:00)
9:00am – 4:00pm (Break 12:30 -1:00)
Due to Covid 19, there will be changes to our operation this year to incorporate safety protocols – but our goal is still to provide your family with a wonderful experience!
Q: Is my family required to wear a mask?
A: Yes, 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. Local and state CDC rules will be followed.
Q: How will the photos look?
A: This year, Santa’s photographer elves have some great ideas for getting some magical photos – while still keeping everyone safe. The set will have some modifications as far as distance to Santa and a Plexiglass partition will separate Santa from families.
Q: Where Santa located at?
A: Inside The Grove 8600 N.Dixson Ave
Q: Why are visits with Santa by appointment only?
A: Appointments are truly the best way to offer a relaxed stress free experience for all visitors. In addition, this year appointments will help us keep families social distanced and our guests and staff safe during the experience.
Q: How does the booking system work?
A: Simply select either a contactless in-person visit or a virtual 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 do I do when I arrive for my appointment?
A: Check in with the host. We have arranged to have social distanced areas for each family to move through the process.
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 $15 deposit for the contactless in person experience and full payment of $25 for a virtual experience when you book your appointment. For a contactless in person visit, your deposit includes your special time with Santa and $15 credit towards any digital photo purchase. THERE IS NO CASH BACK AT THE PHOTO SET.
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 re-book 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 appointment or 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, 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 free and ample in the covered Parking Garage near The Grove or in any of our open parking spaces throughout the center.
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 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: Are there restrooms at or near 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 twice daily including all common areas and restrooms.
• High touch points such as door handles and counters will be cleaned after each guest.
• 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.
• The ordering and payment process has been moved to the guest’s smart phone to make the process as touchless as possible.
• Staff members will be wearing masks.
• All guests over the age of 2 should wear masks when entering and exiting the set.
• Families will be distanced from Santa during the photo process.