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Refund Policy & Order Guarantee

Effective Date: October 2026

All Sales Are Final

Due to the custom nature of our character personalizations, individual audio alignment, and reserved holiday editing capacity, all sales and order passes are non-refundable once placed.

When you purchase a Christmas Pass (Rookie Check-In, North Pole Dispatch Pass, or Name-My-Reindeer Pass), our team immediately reserves custom production bandwidth for your family.

Hard Clip Submission Cutoff: Friday, December 11th

To guarantee that Santa’s rookie reindeer has enough time to review your child’s video submission, perform custom audio matching, and render your dispatches before Christmas Eve without rushing, all parent video clip uploads must be submitted by Friday, December 11th at midnight. Automatic email and SMS reminders will be sent leading up to December 11th to ensure you don't miss the upload window

The "Default Magic" Guarantee (Unsubmitted Clips)

We know how hectic December can get for parents! If life gets busy and you are unable to upload your child’s 5-second video clip before the Friday, December 11th cutoff, your order will not be canceled, and your money is not lost. Instead, your order will automatically convert to our pre-rendered Default Magic Experience:

  • The Wishlist Reply Fallback : The Deer uses his "North Pole Satellite Radar" to scan your child's wishlist remotely.

  • Naming Arc Fallback: On Christmas Morning, the Deer reveals that he received his official flying name via "North Pole Magic Radio" and it becomes our default name.

This policy ensures that your child is 100% guaranteed to receive their complete, magical multi-video story pass on schedule for Christmas Eve and Christmas Day!

Name Personalization & Technical Support

All Pocket Kid Stars videos deliver via private, unlisted cloud download links sent directly to your phone and email.

  • Name Spelling & Pronunciation: Spoken name personalization is offered across every package level. To ensure 100% accuracy, parents provide exact spellings, phonetic guides, and an optional audio recording of the child's name on the order intake form.

  • No Holiday Re-Renders: Because custom character audio is recorded and matched upon submission, name details are locked once processing begins. Due to peak holiday editing schedules, no video re-renders or revisions will be performed.

  • Technical Download Support: If you experience any technical issues saving your file to your phone's camera roll, please try restarting your device first. For file access or download link assistance, contact us at pocketkidstars@gmail.com (Response window: 24–48 hours).

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