FAQ / Help

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)

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.*

*For orders to Alaska and Hawaii, add $5.00 to the above chart. Extra shipping charges apply to some merchandise as noted online and in the catalog.

Express Delivery

Add $35.00 in addition to the regular shipping charge. All express orders will be processed on the following business day and shipped FedEx 2-Day Afternoon Delivery. No delivery on weekends or holidays. Mail and international orders are not eligible for express delivery.

If your order totals over $30,000, please send an email to our team at customerservice@whha.org to receive estimated shipping rate and place your order.

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. International shipping does not qualify for express shipping.

WHEN WILL MY ORDER BE SHIPPED AND DELIVERED?

• STANDARD SHIPPING – Most merchandise is shipped within 3 business 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 FedEx 2-Day Afternoon Delivery. 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.

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.

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

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.

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

   Please call 1-800-555-2451 to speak to a customer representative to submit a cancellation request. Orders placed online can be canceled within 30 minutes after submitting the order until 3:30pm EST (Monday through Friday). This process may take up to 48 business hours. 

2. Can I return sale and clearance items?  

   Sale items can be returned, but clearance items are final sale and not returnable.

3. 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 is an additional alternative for placing your order:

   • You may call in the United States, telephone number 1-800-555-2451 to reach a White House Historical Association customer service representative. Please note this is not a toll-free number.

   * 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.

4. HOW DO I CONTACT CUSTOMER SERVICE?

   Please call 1-800-555-2451 to speak to a customer service representative. They can be reached 24 hours a day, 7 days a week. In addition, you can contact customer service by email at customerservice@whha.org and a response will be sent during normal business hours of 9am-5pm EST (Monday-Friday).

5. 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. Once the ornament is in the cart, existing Troop ID members need only click a button in the bottom left of the cart and log in. 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. This offer cannot be combined with any other offer or any other promotional offer.

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 exemptsales@whha.org. If you have questions, please call our customer service at 1-800-555-2451 or email at customerservice@whha.org 

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 exemptsales@whha.org. If you have questions, please call our customer service at 1-800-555-2451 or email at customerservice@whha.org

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.
   • 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 

1. HOW LONG WILL MY RETURN/EXCHANGE TAKE?

   Refunds will be issued back to your original form of payment. Normal bank processing times do apply and may take up to a full billing cycle. If you have additional questions about a return or refund, please reach out to our customer service team via email at customerservice@whha.org or via phone at 1-800-555-2451.

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

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 Monday through Sunday 7:30 a.m. until 4:00 p.m. (closed on Thanksgiving Day, Christmas Day, and New Year’s Day). 

Phone Number – 202.208.7031

THE WHITE HOUSE HISTORY SHOP

Address – The White House Visitor Center is located at 1700 Pennsylvania Ave NW
Washington, DC 20006

Hours - The White House History Shop is open daily 9 am until 5 pm. (Closed on Thanksgiving Day, Christmas Day and New Year's Day).

Phone Number - (771) 888-4007 ext. 337

THE WHITE HOUSE SHOP

Address – 1600 Pennsylvania Ave, NW Washington, DC 20006.

Hours – determined by tour schedule. The White House Shop is closed on Federal Holidays. It is accessible only to those who have tours of the White House. 

MAYFLOWER HOTEL

Address – 1127 Connecticut Avenue NW, Washington, DC 20036

Hours – The Mayflower Hotel Location is open Monday through Saturday 10am until 5pm. Closed Sunday. (Closed on Thanksgiving Day, Christmas Eve, Christmas Day and New Year's Day).

WHITE HOUSE HISTORICAL ASSOCIATION KIOSK

Address – The White House Historical Assocation Kiosk is located at:15th St NW &, E St NW, Washington, DC 20500.
Located next to The National Christmas Tree and across from the Visitor Center. 

Open: Saturday, December 7th at 1:15 pm and closes Tuesday, December 31st. 

Hours – The White House Historical Assocation Kiosk is open:
Monday through Friday 1:15pm until 9:30pm
Saturday and Sunday 11:15am until 9:30pm

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. 

1. HOW DO I CONTACT CUSTOMER SERVICE?

   You can contact customer service by emailing  customerservice@whha.org. You can also call 1-800-555-2451.

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:

   • Facebook
   • Twitter
   • Instagram
   • Pinterest

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.

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.

1. HOW DO SHOP PAY INSTALLMENTS WORK?

   Shop Pay Installments offers the option to split your purchase into the following installment payment options:

• Four, biweekly, interest-free payments, for orders from 50 USD to 999.99 USD.
• Monthly payments for orders from 150 USD to 17,500 USD. Monthly installment orders are interest-bearing from 10 to 36% APR, and may be paid in three, six, or twelve months depending on the purchase amount.
• For instance: a $800 purchase could be split into 12 monthly payments of $72.21 at 15% APR, or 4 interest-free payments of $200 every 2 weeks.
• Rates from 0%-36% APR. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. State notices to consumers https://www.affirm.com/licenses.

• 10% discount code excludes the Official 2024 White House Christmas Ornament
• One use per customer
• Minimum purchase of one item
• 10% discount code cannot be combined with other discount codes
• 10% discount code will be automatically generated and sent via text
• Discount expires December 31, 2024