We want the return process to feel clear, fair, and easy to follow. This page explains when returns are accepted, which exceptions apply, how defective items are handled, and the steps required to complete a return or exchange.
From the date of receipt, or before December 23rd, whichever comes first.
Returns sent without a Return Authorization number may be refused.
Christmas items cannot be returned or exchanged after December 23rd in the year of purchase.
Showroom purchases must be returned within 14 days of sale or before December 23rd.
Damaged, incorrect, missing, or possibly defective items are handled differently than a standard return. Contact Customer Service before sending anything back.
If the items you received were incorrect or damaged in shipment, if your tree, wreath, or garland had missing parts, or if anything appears defective, please email cs@treetime.com or call 847-527-8880. Treetime can provide the correct product or replacement parts at no cost to you.
This is the main return window customers need to understand before shipping anything back to Treetime.
If you are not completely satisfied with your purchase, you have 30 days from the date of receipt or before December 23rd, whichever comes first, to return the item for refund or exchange.
Returned items must be shipped so they are received back at Treetime’s facility, 22102 N Pepper Rd., Lake Barrington, IL 60010, within 30 days or before December 23rd, whichever comes first.
The customer is responsible for return shipping.
Misuse, damage, and defective-item claims are handled differently from a straightforward return or exchange.
Treetime’s return policy does not cover returns for bulb burnout, misuse caused by accident, improper outdoor usage, improper alteration, or damage due to acts of God. The policy is void if the item was damaged or misused by the customer.
If the returned item is found to be damaged or non-functional due to customer misuse or neglect, and not a manufacturing defect, the customer will be responsible for return shipping charges and a refund will not be an option.
If a product is returned to Treetime as defective, return shipping is paid by Treetime and is subject to review after inspection and testing by Quality Control. If the product is found to be in good working order, the shipping cost incurred by Treetime will be deducted from the customer’s refund.
In the case of any problem with any item, please refer to Treetime’s Warranty Service. If you choose to return a product claimed to be defective instead of using Warranty Service, the return will be treated as a Standard Return and shipping costs will be at the customer’s expense.
Follow these steps in order. This helps prevent delays, refused packages, unnecessary shipping costs, or restocking fees.
Email cs@treetime.com or call 847-527-8880 to begin the return or exchange process.
Your Sales Order number starts with “SO” and is followed by a 5-digit number.
This helps Customer Service confirm eligibility and issue the correct instructions.
A representative will contact you within 24 hours to confirm your information and issue a Return Authorization number. You’ll also receive an email with return instructions.
All returned or exchanged merchandise must be shipped back in the original inner and outer packaging with no markings on the boxes.
If you can’t bring items to a drop-off location, you may request a call tag, which is a self-paid door pickup service. In many cases, you can leave the package on your porch for pickup.
Within 14 business days of receipt, usually sooner, items are inspected by Quality Control and your refund will be issued to your original method of payment.
Refunds equal the original purchase price plus tax, less any Restocking Fee if items are not returned as instructed in the RA email.
If making an exchange, the returned item will be inspected by Quality Control prior to outbound shipping of the new item.
Items sent back without an RA number may be refused and returned at the customer’s expense. Items returned as refused or with no RA number will be charged a $75 per box service fee.
These rules apply specifically to items purchased in the Treetime showroom, including receipt requirements and final-sale exceptions.
Items purchased in the showroom must be brought back for return or exchange within 14 days of the original sale date or before December 23rd, whichever comes first.
Items returned within 14 days not accompanied by a receipt may be eligible for store credit, which must be used before the end of the current Christmas season. No exceptions.
“As-Is” items will be clearly marked and the receipt will indicate “As-Is. No refunds or exchanges.” No exceptions.
A quick email or phone call helps confirm eligibility, issue the correct Return Authorization, and avoid delays, refused packages, or unnecessary return shipping costs.
