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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.

Shipping

Questions:

  1. Where does the White House Historical Association ship?
  2. What are your shipping rates/options?
  3. When will my order be shipped and delivered?
  4. How can I track my order?
  5. Can I ship to an address that is different from my billing address?
  6. Why does free shipping only apply to up to 5 current year ornaments?

Answers:

  1. Where does the White House Historical Association ship?

    • Street addresses and Military APO/FPO/DPO addresses
    • All 50 states and the District of Columbia (please note there is an additional $4 fee to ship to Alaska and Hawaii)
    • To select countries outside of the U.S. (please note there is an additional $45 fee for international shipments)
  2. What are your shipping rates/options?

    Standard Shipping

    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*

    Order AmountCharge
    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 online and in the catalog.

    Express Shipping

    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 and framed prints are not eligible for express delivery.


    
International Shipping (Including Canada)

    For international delivery, a $45.00 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).

  3. When will my order be shipped and delivered?

    • STANDARD SHIPPING – 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.
    • EXPRESS SHIPPING – 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 and framed prints are not eligible for express delivery.
    • INTERNATIONAL SHIPPING – Most merchandise is shipped within 3 days of receiving your order. The customer is responsible for any taxes, customs, or duties accrued during shipping.
  4. How can I track my order?

    • STANDARD SHIPPING – Once your order has shipped you will receive an email with your tracking number.
    • EXPRESS SHIPPING – Once your order has shipped you will receive an email with your Fedex tracking number.
    • INTERNATIONAL SHIPPING – Once your order has shipped you will receive an email with your tracking number.
  5. Can I ship to an address that is different from my billing address?

    Yes you can. If you find any difficulty doing this please call us at 1-800-555-2451 to complete your order

  6. Why does free shipping only apply to up to 5 current year ornaments?

    Due to the high cost of shipping and the White House Historical Association’s non-profit status, we are only able to offer free shipping on these select items.

Online Ordering

Questions:

  1. How do I cancel an order I placed online?
  2. Why did the system reject my international credit card?
  3. Do I have to pay sales tax on online purchases?
  4. How do I place an order if I am tax exempt?
  5. How do I contact customer service?
  6. Do you offer Military Discounts?
  7. Do you offer discount codes?
  8. Do you offer gift wrapping services?
  9. Do you offer gift receipts and gift messaging?

Answers:

  1. How do I cancel an order I placed online?

    Orders placed online can be canceled until 4:00pm the same day they were placed. To cancel your order, please call 1-800-555-2451.

  2. Why did the system reject my international credit card?

    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.

  3. Do I have to pay sales tax on online purchases?

    The White House Historical Association is responsible for collecting sales taxes in various states due to a recent Supreme Court decision. Due to system limitations, we are collecting only the base state rate for an interim period of time. If you are tax exempt, please use our call center at 1-800-555-2451 or email Elizabeth Sheehy at esheehy@whha.org with your order and a copy of your tax exempt form.

  4. How do I place an order if I am tax exempt?

    If you are tax exempt, please use our call center at 1-800-555-2451 or email Elizabeth Sheehy at esheehy@whha.org with your order and a copy of your tax exempt form.

  5. How do I contact customer service?

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

  6. Do you offer 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 1-5 of the current year Official White House Christmas Ornaments. After adding products to their cart, existing Troop ID members need only click a button and log in to ID.me. New to Troop ID? Sign up to save through the same button in just a few simple steps. This discount does not apply to reseller or bulk orders of ornaments.

  7. Do you offer discount codes?

    As we are a non-profit and all of our funds go to preserving, protecting, and providing public access to the White House it is difficult for us to offer frequent discount codes. We occasionally offer discount codes, but do not offer discounts on current year ornaments.

    Please join our email list at the bottom of this page if you would like to be informed about future discount opportunities.

    Privacy Policy

    See the White House Historical Association Privacy Policy for details.

    Cookies

    To order products from the White House Historical Association's online shop, you must enable "cookies." We apologize for the inconvenience.

  8. Do you offer gift wrapping services?

    We apologize for the inconvenience, but the White House Historical Association does not offer gift wrapping services.

  9. Do you offer gift receipts and gift messaging?

    The White House Historical Association does offer gift messaging services on our website during check out and over the phone at 1-800-555-2451.

Returns & Exchanges

Questions:

  1. What is your return policy?
  2. How do I return or exchange my items?
  3. How long will my return/exchange take?
  4. Can I return my bulk orders?

Answers:

  1. What is your return policy?

    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 saleable 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.
    • For Purchases of 10 or More Publications:
      • A re-stocking fee equal to 15% of the total dollar amount of any returned publications will be charged for purchases of 10 or more of the same book.
      • The cost of return shipping will be at the customer’s expense
    • 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.
  2. How do I return or exchange my items?

    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. The White House Historical Association is pleased to offer return labels to our customers, which can be found on the packing receipt in your package. Please use the provided return label to 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.

    Use the provided return label to mail your items to:

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

  3. How long will my return/exchange take?

    During high-volume seasons it may take up to 30 days for your exchange to be processed.

  4. Can I return my bulk orders?

    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 and to purchases of 10 or more of the same publication. The cost of return shipping for publications purchased in bulk will be the responsibility of the customer.

    Please note that 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.

Store Hours & Locations

White House Visitor Center

Address – The White House Visitor Center is located in the Department of Commerce building at 1450 Pennsylvania Avenue NW Washington, DC 20230 between 14th and 15th Streets, NW.

Hours – The Visitor Center shop is open seven days a week from 7:30 a.m. until 4 p.m. (closed on Thanksgiving Day, Christmas Day, and New Year’s Day).

Phone Number – 202.208.7031

White House History Shop

Address – The White House History Shope is located in the historic Decatur House, 1610 H Street NW Washington, DC 20006 between 17th Street and Connecticut Avenue, NW.

Hours – The History Shop is open Monday through Friday 9 a.m. until 5 p.m. (the shop is closed on holidays).

Phone Number – 202.218.4337

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?
  4. Why do I have to create a wholesale account?
  5. I forgot my password but when I request a new one I do not receive an email

Answers:

  1. What are the 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. How do I create 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.”

  3. How can I update the information in my account?

    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.

  4. Why do I have to create a wholesale account?

    The sale of the Official Christmas Ornaments are intended for individuals to add to their personal collections. Any individual or organization wanting to purchase the ornament for resale must register a wholesale account on our website. The Association reserves the right to limit quantities, refuse orders, and/or cancel orders at its discretion.

    For more information on our new wholesale account process, view our Wholesale Account Information page

  5. I forgot my password but when I request a new one I do not receive an email

    It is likely that the password reset went to your spam folder. Please email webmaster@whha.org to request a temporary password.

Connect with Us

Questions:

  1. How do I contact customer service?
  2. I would like to receive a catalog
  3. I would like to support the White House Historical Association
  4. I would like to subscribe to the White House Quarterly
  5. How do I join your email list?
  6. Do you have Social Media Pages?
  7. I would like to Fundraise with your ornaments
  8. How do I register my ornaments?

Answers:

  1. How do I contact 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. I would like to receive a catalog

    To request a catalog please go our CONTACT US page and supply us with your mailing address in the “comments” field. One will be mailed to you.

  3. I would like to support the White House Historical Association

    The Association has a number of ways to support the work of our historians, scholars, and teachers from annual giving to adding a donation at checkout. See the full list of ways to support the Association at https://www.whitehousehistory.org/support.

  4. I would like to subscribe to the White House Quarterly

    You can purchase a subscription by emailing books@whha.org

  5. How do I join your email list?

    You can join our email list at the bottom of this page.

  6. Do you have Social Media Pages?

    Yes we do! Connect with us here:

  7. I would like to Fundraise with your ornaments

    The Official White House Christmas Ornament is developed each year by the White House Historical Association, the official private partner of the White House. As a nonpartisan, nonprofit we understand the importance of carefully selecting the brands and products you affiliate with your organization. By choosing the Official White House Ornament for your organization’s fundraising campaign, you are joining a select number of organizations that are granted permission to promote this iconic American collectible in support of their fundraising goals.

    If you have suggestions, questions, or would like to purchase the ornament for your organization’s fundraising efforts, please contact Robert Milam directly at rmilam@whha.org or 202-218-4331.

  8. How do I register my ornaments?

    Since 2015, the White House Historical Association has offered a complimentary ornament registration process. Please use the serial number located on the inside lid of your ornament box.

White House Quarterly Subscription

Questions:

  1. How do I subscribe to the White House Quarterly?
  2. How can I check on the status of my Subscription?
  3. Can I give a subscription of the White House Quarterly as a gift?

Answers:

  1. How do I subscribe to the White House Quarterly?

    You can email books@whha.org

  2. How can I check on the status of my Subscription?

    Please email books@whha.org

  3. Can I give a subscription of the White House Quarterly as a gift?

    Yes! Please email books@whha.org. A postcard will be mailed to the subscription recipient on your behalf.