Frequently Asked Questions

Where can I visit Bunny this year?
In partnership with hundreds of local malls and other venues, we provide holiday experiences at more than 400 locations across North America. Find Bunny at a location near you by visiting whereisbunny.com.

Who can visit Bunny?
Everyone can create Bunny Magic with a photo experience! All venues are ADA/AODA compliant. Your pets can even come during Pet Parties at participating locations! We have no limit on the number of guests who can appear in each photo. As long as you can fit in the frame, we’ll take your photo!

Do you offer sensory-friendly photo experiences?
Yes! In partnership with Autism Speaks, our Bunny Cares events provide sensory-friendly photo experiences at participating locations. Bunny Cares is offered as Caring Bunny® at Simon mall locations, and as SENSITIVE BUNNY™ at Washington Prime Group mall locations.

Our staff and Bunny characters are trained to accommodate guests with special/sensory needs, so if you are unable to attend a designated Bunny Cares event on March 17, 2024, you can experience the magic with our team no matter when you visit. We recommend early mornings and weekday reservations for our sensory guests, as those are the least trafficked times at mall locations. 

 How does the Bunny Magic photo experience work?

1. Arrive at the selected venue during your 15-minute reservation time or stop by as a walk-up guest to meet Bunny. If you book a reservation, your 15-minute slot is shared with other families. 
2. Create Bunny Magic! Visit with Bunny & let our talented photographers capture the special moment you'll celebrate forever. 
3. Select your photo package or finalize your transaction with a member of our friendly staff to receive your photos, even if you purchased your package in advance online.

 Why should I book a reservation in advance?

1. Free gifts valued at $20! Your free gift with reservation includes a virtual basket of goodies - printable activity sheets, coloring pages & free access to MyPhoto!
2. Secure the date and time of your choice.
3. Smooth checkout after your Bunny visit.

How do I make a reservation?
Go to whereisbunny.com to find a Bunny photo experience, select a location near you during available dates and times, choose photo package or select Reserve Now, Decide Later and complete checkout. After you complete your reservation online, you will receive a confirmation email with additional information. Don't forget: when you book a Bunny reservation online, you receive a free gift! Reservations are strongly encouraged but not required.
Please note: Reservations require a $4.95 processing fee. 5 families allotted per 15-minute reservation slot. Please arrive during your 15-minute window. 

Can I reschedule or cancel my reservation?
You can reschedule your reservation up to 72 hours prior to your reserved time by clicking RESCHEDULE in your confirmation email. In the event of a cancelled reservation, no refunds will be provided. All sales are final, including packages pre-purchased online.

We are unable to cancel reservations once they have been scheduled. You can reschedule your reservation for another date/time that meets your needs. Refunds are not provided for reservations including the package selected as all sales are final.  

What photo packages are available?
We offer a selection of of photo packages to choose from online when you book a reservation or onsite after your Bunny visit. Packages vary by location. If you're unsure which photo package to select when you book your reservation at whereisbunny.com, you can choose Reserve Now & Decide Later to lock in the date and time of your choice today and apply the credit to any photo package purchase at checkout onsite after your Santa experience. 

How do I access my digital photos and when are they available?
If you purchased digital photos (included in Photo Package A and Photo Package B), they will be available 24-48 hours after your Bunny photo experience. Scan the QR code on the back of your photo envelope or follow the link sent via SMS (text message) to myholidaymoments.com. At myholidaymoments.com, enter your email address and the code located on your printed photo. Photos are available 30 days after the season ends. Please download & save your photos to remember the Bunny Magic forever.

What are ways we can give back this season?
We encourage all guests to share in the Magic of Giving with us by supporting our charitable partners with a donation on their behalf. Our charitable partnerships include Autism Speaks, The Humane Society of the United States, St. Jude Children’s Research Hospital, Humane Society International and SickKids Foundation. Learn about how you can give back at magicofgiving.whereisbunny.com. You can donate on behalf of our charitable partners online at whereisbunny.com when you book your reservation or at checkout after your Bunny visit (charitable partner donations vary by location). 

Browser / Payment Processing Troubleshooting
For issues processing payment in your browser, try the following:

• Confirm all customer details are complete, including the postal code associated with the debit card or credit card.

• Make sure your browser is up to date. Here are instructions for how to do so for our supported desktop browsers: Chrome, Firefox and Safari.

• Clear the cache on your browser. Instructions for clearing your cache will vary depending on your browser. Accessing the Help menu on your browser should allow you to locate step-by-step instructions.

• Switch to a different browser: Chrome, Safari, Edge or Firefox. Double check that you are running the most up-to-date version of these browsers.

How can I contact Customer Service?
Connect with Customer Service with our live support chat on our websites (red/orange SUPPORT button in bottom left corner of your browser) or submit an inquiry to our Customer Service team at  help.myholidaymoments.com.

Do you offer any other photo products besides digital images & prints? 
Yes, we offer products outside of our photo packages. At select locations, exclusive 2024 holiday 5x7 photo frames are available for purchase at checkout after your Bunny visit. Frames are available with photo package purchase only. 
When you download your digital images at myholidaymoments.com, you can customize your Bunny photos and turn them into personalized gifts and keepsakes for family and friends - perfect for Easter, Mother's Day and Father's Day. We offer a large selection of customizable collectibles, including tote bags, blankets, greeting cards, posters, mugs, additional photo prints and more.