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FAQ / Help

If you do not find an answer to your question within the categories below, please go to our Contact Us page. Please let us know the subject of your inquiry.

Mac Safari Users Help Page

To order products from the White House Historical Association's online shop, you must enable "cookies." Please refer to the following instructions for enabling "cookies" in the Safari browser before shopping. We apologize for the inconvenience.

SAFARI 5+ Desktop / Laptop Users

  1. In your desktop menu bar, go to "Safari > Preferences" and select the "Privacy" tab.
  2. In the "Block cookies" section, select "Never."
  3. Close "Preferences" panel, and begin shopping.

More information about Safari 5+ desktop browser "cookies" can be found here > http://support.apple.com/kb/PH5042

SAFARI 5+ iPHONE / iPAD Users

  1. On your iPad or iPhone, find and tap your "Settings" app, scroll down and tap "Safari."
  2. Under "Privacy," tap "Accept Cookies" and select "Always."
  3. Exit the "Settings" app, and begin shopping.

More information about Safari 5+ mobile device "cookies" can be found here > http://support.apple.com/kb/HT1677

A definition of "cookies" from the Apple Support Page: "A cookie is a piece of data that a website puts on the device so the website can remember you when you visit again. Important: Some pages may not work unless you accept cookies."

General Inquiries / Museum Shop Hours & Locations

Questions:

  1. How can I contact customer service?
  2. How do I request a catalog?
  3. How can I become a member?
  4. Do you offer military discounts?
  5. Where are your Washington, D.C. stores?

Answers:

  1. Contacting Customer Service - You can contact customer service by calling 1-800-555-2451. Operators are available 24 hours a day / 7 days a week.

  2. Catalog Requests - To request a catalog please go our CONTACT US page. Choose “Catalog” from the drop down menu and supply us with your mailing address in the “comments” field. One will be mailed to you.

  3. Membership - The Association does not have a membership program.

  4. Military Discounts - Since 2015, the Association has partnered with ID.me, the leading digital identity verification network, to help our military customers save 15% on purchases of 1-24 Official White House Christmas Ornaments, as well as the Association's full online offerings. After adding products to their cart, existing Troop ID members need only click a button and log in to ID.me. New Troop ID members can sign up through the ID.me website in a few simple steps to redeem their savings.

  5. Visit our Washington, D.C. Gift Shops -  We have two gift shops locations. Our White House History Shop is located in the historic Decatur House, 1610 H Street, NW between 17th Street, NW and Connecticut Ave. And a gift shop in the National Park Service White House Visitor Center which is located in the Department of Commerce building at 1450 Pennsylvania Ave., NW between 14th and 15th Streets, NW.

    Store hours are: White House History Shop – Monday through Friday, 9 a.m. until 5 p.m. (the shop is closed on holidays). The Visitor Center shop is open seven days a week from 7:30 a.m. until 4 p.m. (Closed on Thanksgiving Day, Christmas Eve and Christmas Day, and New Year’s Day).

Shipping Inquiries

Questions:

  1. What are your shipping rates / options?
  2. How do I return an item? (Return Policy)
  3. How / where do I track my order?

Answers:

  1. The White House Historical Association offers free standard shipping for up to 5 current year ornaments anywhere in the continental United States.
    The following are the standard shipping and processing charges for all merchandise, 6+ current year ornaments, and up to 5 current year ornaments with other products in the United States*        

    • Up to $100.00                   $6.95
    • $100.01 to 250.00             $9.95
    • $250.01 to 500.00             $15.95
    • $500.01 to 1,000.00          $19.95
    • $1000.01 to 1,600.00        $24.95
    • $1,600.01 to 3,000.00       $30.95
    • $3,000.01 to 4,000.00       $35.95
    • $4,000.01 to 5,500.00       $40.95
    • For all order over $5,500.00, please add $5.00 per each additional $500.00

    *For orders to Alaska and Hawaii, add $4.00 to the above chart

     Extra shipping charges apply to some merchandise as noted on line and in the catalogue.

    Express Delivery - Add $25.00 in addition to the regular shipping charge. All express orders will be processed on the following business day and shipped Fed Ex standard overnight. No deliveries on weekends or holidays. Mail orders are not eligible for express delivery.

    International Shipping (including Canada) - For international delivery, a $25.00 fee will be added automatically to the above shipping chart and any additional duties, taxes and/or fees may be charged to the recipient, depending on the shipping destination. To ensure you are aware of all fees, please call 1-800-555-2451 to place your order. If you live outside the United States and Canada, please call 410-553-2813 (there will be a long distance charge for calling this number).

    Time Frame - Most merchandise is shipped within 3 days of receiving your order. Please allow 1-2 weeks for the delivery of orders within the U.S. and Canada. Please allow an additional week or longer for the delivery of orders to APO/FPO/DPO addresses. Thank you.

  2. Returns - Merchandise must be returned within 30 days of receipt of your purchase and include shipping receipt for cash, credit card refund or exchange under the following conditions:

    • The merchandise and its packaging must be in salable condition.
    • You receive as a gift the same merchandise you purchased.
    • Damaged merchandise can only be exchanged for a replacement.
    • For Purchases of White House Christmas Ornaments:
      • A re-stocking fee equal to 15% of the total dollar amount of any returned ornaments will be charged for purchases of 26 or more ornaments of the same year.
      • Customers who purchase 100 or more White House Christmas ornaments must obtain a Return Authorization Number (RAN) before returning any quantity of ornaments for a refund. Call 1-800-555-2451, and ask for a Customer Service Representative to request a RAN and provide the reason for returning the ornaments and the quantity to be returned. The RAN must appear on the outside of the return shipping package in order to process a refund.
      • Customers who purchase 100 or more ornaments after December 15 will be charged an additional re-stocking fee equal to 5% of the total dollar amount of the returned ornaments.
    • This policy applies to all mail orders, website orders, and over-the-counter sales including ornaments picked up at the association’s fulfillment center located in Largo, Maryland.
    • There will be no exceptions to this policy.
  3. Order Tracking - We do not currently provide en route tracking services for placed orders. We apologize for any inconvenience.

Return Policy

Merchandise must be returned within 30 days of receipt of your purchase and include shipping receipt for credit card refund or exchange:

  • The merchandise and its packaging must be in salable condition.
  • You receive as a gift the same merchandise you purchased.
  • Damaged merchandise can only be exchanged for a replacement.
  • For Purchases of White House Christmas Ornaments:
    • A re-stocking fee equal to 15% of the total dollar amount of any returned ornaments will be charged for purchases of 26 or more ornaments of the same year.
    • Customers who purchase 100 or more White House Christmas ornaments must obtain a Return Authorization Number (RAN) before returning any quantity of ornaments for a refund. Call 1-800-555-2451, and ask for a Customer Service Representative to request a RAN and provide the reason for returning the ornaments and the quantity to be returned. The RAN must appear on the outside of the return shipping package in order to process a refund.
    • Customers who purchase 100 or more ornaments after December 15 will be charged an additional re-stocking fee equal to 5% of the total dollar amount of the returned ornaments.
  • This policy applies to all mail orders, website orders, and over-the-counter sales including ornaments picked up at the association’s fulfillment center located in Largo, Maryland.
  • There will be no exceptions to this policy.
Online Purchasing

Questions:

  1. Why did the system reject my international credit card?
  2. How do I return an item?
  3. Privacy Policy

Answers:

  1. International Purchases - We apologize that your purchase may not be able to be processed. Due to tight restrictions on credit card and billing address verification for purchases using our website, and the fact that credit cards issued by various institutions outside the United States and Canada do not use the same verification process, we may not be able to process your online request.

    If you would like there are three additional alternatives for placing your order:

    • You may call in the United States, telephone number 410-553-2813 to reach a White House Historical Association customer service representative. Representatives are available 24 hours a day. Please note this is not a toll-free number.
    • You can send a facsimile (fax) of your order to 301-636-9870.
    • You can mail your request to: White House Historical Association, P.O. Box 96586, Washington, D.C. 20090-6586

    For mail and facsimile please provide a description of the product(s) you wish to purchase, the item number, the quantity you wish to purchase, a complete shipping address, your name and a telephone number or email address, the credit card number with the card expiration date.

    * NOTE: E-mail is a non-secure source of communication. The White House Historical Association strongly advises against sending credit card information in e-mails.

  2. Returns - We try very hard to make sure all of our merchandise is in proper condition, and to the customer's complete satisfaction.

    For returns, please follow the instructions on the packing receipt included with your order within 30 days of receipt of merchandise. Please return the items to the address below. Enclose a note if you wish replacement and provide your shipping address. Replacements will be sent to you.

    Mail your items to:

    White House Historical Association c/o PDI
    9475 Lottsford Rd
    Ste 120
    Largo MD 20774-5357

My Account

Questions:

  1. What are the benefits of creating an Account?
  2. How do I create an Account?
  3. How can I update the information in My Account?

Answers:

  1. Benefits of creating an Account - An account provides access to features and custom settings that enhance your shopping experience, such as storing multiple shipping addresses for ease-of-use during checkout.

  2. Creating an Account - Select My Account or Log-In at the top of any page. Fill in your email address under “I am a New Customer” and Click “Create New Account”. On the next page, fill in your personal information and Click “Create Account.” View our PRIVACY POLICY

  3. Updating your Account Information - Select My Account at the top of any page. Log-In with your existing email address / password. On the next page, you will see choices for your Account features in the left-hand navigation. You can edit your personal information, change your password, add or edit addresses in your address book and view your order history. Edit any info or features and save changes as required.

Gift Wrapping Services

We apologize for the inconvenience, but the White House Historical Association does not offer Gift Receipts or Wrapping Services.