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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
  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 $5 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 charges for all merchandise. Free shipping applies on the purchase of up to 5 current year ornaments. Free shipping will not apply if additional product is purchased on the same order.*

    Order Amount Charge
    Up to $100.00 $10.00
    $100.01 to 250.00 $12.00
    $250.01 to 500.00 $18.00
    $500.01 to 1,000.00 $25.00
    $1000.01 to 1,600.00 $30.00
    $1,600.01 to 3,000.00 $35.00
    $3,000.01 to 4,000.00 $40.00
    $4,000.01 to 5,500.00 $45.00
    $5,500.01 to $7,500.00 $60.00
    $7,500.01 to $10,000.00 $75.00
    $10,000.01 to $15,000.00 $100.00
    $15,000.01 to $20,000.00 $150.00
    $20,000.01 to $30,000.00 $250.00


    Extra shipping charges apply to some merchandise as noted online and in the catalog.

    Express Shipping

    Add $35.00 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 orders do not qualify for express shipping.

    Express Domestic (Excluding Hawaii and Alaska)

    Order Amount Charge
    Up to $100.00 $38.00
    $100.01 to 250.00 $42.00
    $250.01 to 500.00 $48.00
    $500.01 to 1,000.00 $52.00
    $1000.01 to 1,600.00 $58.00
    $1,600.01 to 3,000.00 $65.00
    $3,000.01 to 4,000.00 $70.00
    $4,000.01 to 5,500.00 $75.00

    Express Hawaii and Alaska

    Order Amount Charge
    Up to $100.00 $43.00
    $100.01 to 250.00 $47.00
    $250.01 to 500.00 $53.00
    $500.01 to 1,000.00 $57.00
    $1000.01 to 1,600.00 $63.00
    $1,600.01 to 3,000.00 $70.00
    $3,000.01 to 4,000.00 $75.00
    $4,000.01 to 5,500.00 $80.00

    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). International shipping does not qualify for express shipping.

  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
    1. HOW DO I CANCEL AN ORDER I PLACED ONLINE?

      Orders placed online can be canceled within 30 minutes after submitting an order. To cancel your order, please call 1-800-555-2451. Operators are available 24 hours a day / 7 days a week.

    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. 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.

    4. DO YOU OFFER A MILITARY DISCOUNT?

      ID.me, the leading digital identity verification network has partnered with the White House Historical Association to help military members save 15% on orders of the current year Official White House Christmas Ornament. Existing Troop ID members need only click a button and log in after adding products to their cart. New Troop ID members can sign up through ID.me in a few simple steps to redeem their instant savings. A limit of 5 current year ornaments, per order, for the military discount is in place.

Tax Exempt
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. If you are tax exempt, you will need to provide official documentation stating your tax exempt status, such as a State Sales Tax Exemption Certificate, Diplomatic Tax Exemption card, Proof that you are a Federal Entity, etc. to us by emailing it to taxexempt@whha.org. If you have questions, please call our customer service at 1-800-555-2451 or email at customerservice@whha.org 

HOW DO I PLACE AN ORDER IF I AM TAX EXEMPT?

If you are tax exempt, you will need to provide the White House Historical Association with official documentation stating your tax exempt status, such as a State Sales Tax Exemption Certificate, Diplomatic Tax Exemption card, Proof that you are a Federal Entity, etc., by emailing it to taxexempt@whha.org. If you have questions, please call our customer service at 1-800-555-2451 or email at customerservice@whha.org

Returns & Exchanges
    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.
      • 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 this link to our returns page: returns.whitehousehistory.org 

Once you have entered the necessary information, such as email associated with the purchase or order number and zipcode, we can begin processing your return. Instructions will be sent to your email to complete the returns process. 
  1. HOW LONG WILL MY RETURN/EXCHANGE TAKE?

    Once you have completed the returns process through our returns page, you will be given a voucher code that can be used right away on the website. Simply copy and paste the code in the gift card box, and the amount will be used to complete your order. This voucher code will be active for 10 days, after this period you will be reimbursed to your credit card for the amount requested on your return. 

  2. I DID NOT RECEIVE MY PURCHASE, WHAT CAN I DO?

If you did not receive the items you purchased due to carrier issues, please contact our Customer Service, customerservice@whha.org or call 1(800)555-2451. We will do our best to rectify the situation. 

     

    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 Shop 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 federal holidays).

    Phone Number – 202.218.4337

    My Account
    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 OR LOG IN TO MY ACCOUNT?

      To create an account: Select Account at the top of any page. Click “Create Account” and fill in your personal information on the following page and Click “Create.” 
      To log into an existing account: Select Account at the top of any page. Fill in your email address and password and click "Sign in." 

    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 that is not for fundraising 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 

      Proceed to the Account found on the top right corner of any page. Once on this page click on the "Forgot your password?" link which will request you to enter the email that was originally used to create the account. This will send you an email that will include a link for you to change your password. If you cannot find this email please check your spam. We are no longer able to reset your password for you, but if you have any further questions about this process please contact customerservice@whha.org

    Connect With Us
    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 with this sign up form.

    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 visit our fundraising page.

    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 and URL located on the inside lid of your ornament box.

    White House Quarterly Subscription

    HOW DO I SUBSCRIBE TO THE WHITE HOUSE QUARTERLY?

    You can email books@whha.org

    HOW CAN I CHECK ON THE STATUS OF MY SUBSCRIPTION?

    Please email books@whha.org

    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.

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