Refund policy

Refund/Return Policy:

Our Commitment
Every Fraser Fir we deliver has been carefully selected for its health, fragrance, and shape. While no two trees are ever the same, each one is farm-fresh and handled with care to arrive at your home ready to be enjoyed.


Understanding Live Trees
It’s important to remember that real Christmas trees are living, perishable products. They’ll naturally shed some needles and, depending on your home’s conditions (heat, humidity, sunlight), may dry out at different rates. These changes are a normal part of having a cut tree and are not considered flaws.


When Something Isn’t Right
On the rare occasion that your tree doesn’t meet expectations, we encourage you to let us know within 48 hours of delivery. The quickest way for us to help is by sending us a photo along with your note, this allows our team to evaluate the issue right away. 

Minor scrapes, branch variations, or a few broken needles can occur during transport and setup; these are part of handling live trees and don’t qualify as defects unless they significantly affect the overall look.


Refund Policy
Because Fraser Firs are both seasonal and perishable, refunds are not available once a tree has been delivered. However, our goal is always a happy customer, and we’ll do everything we reasonably can to make sure you’re satisfied with your purchase.

For questions or concerns, call us at (347) 733-5475 or email info@nycchristmastrees.com. We’ll respond as quickly as possible to help resolve the situation.


Replacement Policy
We know how important your Christmas tree is to your holiday traditions, and we want you to love the one you receive. Although returns aren’t available for live trees, we do provide replacements in specific situations to make sure you’re happy.


When We Replace a Tree
A replacement may be arranged if:

• The wrong size or type of tree was delivered
  
  
• The tree arrives with significant damage that makes it unsuitable for display
  
  
• The tree fails to drink water shortly after delivery and declines unusually fast

Timing & Cost
If you notify us within 3 days of delivery, we’ll replace your tree at no cost. Concerns brought to us after the 3-day window may still qualify for a replacement, but a 50% replacement fee will apply.


Helping Your Tree Thrive
Many common tree issues can be avoided with proper care. We strongly recommend reviewing our Tree Care page, which includes simple steps to help your Fraser Fir stay fresh and healthy all season long.

Cancellation/Rescheduling Policy:

Delivery Changes & Cancellations
We understand that plans don’t always go as expected, and we do our best to stay flexible. Below is how we manage changes and cancellations so we can keep deliveries running smoothly for everyone.


Changing Your Delivery Date
Need to change your appointment? We can accommodate adjustments made before 5:00 PM the day prior. This gives us time to update our routes and prepare your tree. If notice comes after that cutoff, a $25 change fee will apply. Same-day requests are much harder to accommodate, so they carry a $50 fee and can only be honored if our schedule allows.


Missed Delivery
Our driver will always call when they’re on the way during your scheduled window. If no one is available and we can’t get in touch, the driver will move on to the next stop. 

In some cases, they may swing back later in the day, but if that’s not possible, your delivery will need to be rescheduled. Rescheduling fees may apply.


Order Cancellations
Because each tree is prepped and scheduled in advance, cancellations are handled based on timing:

• More than 48 hours before delivery → full refund
  
  
• 24–48 hours before delivery → 25% cancellation fee
  
  
• Less than 24 hours before delivery → 50% cancellation fee
  
  
• If our crew arrives and we’re unable to complete the service due to no one being home, this is treated as a same-day cancellation and subject to the 50% fee.

Contacting Us
To make any changes, please call us at (347) 733-5475 or email info@nycchristmastrees.com. Reaching out as early as possible gives us the best chance to accommodate your request.