We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, or prior to December 25 (whichever comes first). For example, if you order your tree on December 20, it must be returned before December 24th or you are not eligible for a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Before submitting a warranty claim please refer to the FAQ section, or reach out to our customer service team, who are happy to guide you through standard troubleshooting options. Please do not attempt any self-repair using alternative methods to fix damaged or defective parts, this may further damage the product and lead to ineligible warranty claims.
Tree in a Tote sources commercial grade, premium products and takes care to ensure the highest quality service to all our customers. In order for our team to provide a quick response, please inspect your purchase upon arrival and notify customer service within 10 days in case of any damages or defects. A picture of the damaged, or defective product is required with each warranty claim.
If a claim is submitted in accordance with the warranty criteria, Tree in a Tote will either;
- Replace and repair the damaged and/or defective parts
- Replace décor items with an identical item, or similar style available, based on products in stock at the time of the warranty submission
Our customer service team will do our best to meet the customer’s wishes and work to find a solution. Please note product availability and styles change rapidly, particularly during the holiday season.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please take photo of the damages and send to Tree in a Tote as soon as possible.
All warranty claims exclude normal wear and tear and burnt-out or dimed bulbs. The warranty is only applicable to the customer whom originally purchased the product and package. The warranty is not applicable in the case of damage due to neglect, intentional or malicious alteration, misuse, or other actions beyond reasonable use.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.