Frequently Asked Questions
Order Help
- How do I include a gift message with my order?
- What is your return/exchange policy?
- How or where do I return my item?
- What if part of my order is missing or incorrect?
- What if my product’s lights aren’t working properly or I have a different issue?
- What is your warranty policy?
- How do I place a warranty claim?
- What forms of payment do you accept?
- Do you charge sales tax?
- Do you have any retail locations?
- How do I use a coupon?
Order Tracking & Shipping
- How do I track my order?
- What is my order status?
- When can I expect my product to arrive?
- Can I change or cancel my order?
- What shipping options do you offer?
Customer Service
- How do I contact Balsam Hill?
- How do I post a review for an item?
- What if the price of a product I purchased is reduced?
- How do I subscribe to your catalog?
- How do I unsubscribe from your catalog?
- How do I subscribe to your email list?
- How do I unsubscribe from your email list?
- COVID-19 Safety Information
Product Questions
- What if the item I want is out of stock or "coming soon"?
- Do you offer personalization?
- Are your products safe for children and pets?
- Do you have replacement parts available?
- What should I do if I can’t find my assembly instructions?
Balsam Hill Outlet
- What general information do I need to know about the Balsam Hill Outlet?
- What products are sold at the Balsam Hill Outlet?
- What do I need to know about buying my tree at the Outlet?
- Can I call and reserve a tree to pick up later at the Outlet?
- Do you accept coupons from BalsamHill.com?
- What is the return policy for the Balsam Hill Outlet?
- What type of payment options do you offer at the Outlet?
- Do the Outlets offer troubleshooting services for my tree?
- What is the Balsam Hill Outlet doing about COVID-19?