Step 5
Pack the item carefully in its original packaging.
This page explains how returns and exchanges are handled, including standard return windows, authorization requirements, shipping responsibility, defective-item review, showroom purchases, and holiday cutoff dates.
A Return Authorization helps confirm eligibility and prevents refused packages, avoidable fees, and return delays.
From receipt, or before December 23rd, whichever comes first.
Items returned without authorization may be refused or charged fees.
Christmas items cannot be returned or exchanged after this date in the year of purchase.
From original sale date, or before December 23rd, whichever comes first.
Damaged shipments, incorrect products, missing parts, and possible defects should be handled through Customer Service before anything is shipped back. Treetime can help confirm the best next step and, when appropriate, provide the correct product or replacement parts at no cost to you.
Email cs@treetime.com or call 847-527-8880 before starting a return.
Contact Customer Service with your order details and a clear description of the damage before shipping the item back.
Support may be able to provide the missing part without requiring a full return.
Defective-item claims require review and may be better handled through Warranty Information depending on the issue.
Best first move: Do not send a product back until Customer Service confirms whether it should be handled as a return, exchange, replacement-part request, shipping claim, or warranty issue.
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 received back at Treetime’s facility, 22102 N Pepper Rd., Lake Barrington, IL 60010, within that allowed window.
The return deadline is not simply 30 days during the holiday season. If December 23rd comes first, the December 23rd cutoff applies.
Plan shipping early enough for the package to be received by Treetime before the applicable deadline.
Holiday cutoff: Christmas items cannot be returned or exchanged after December 23rd in the year of purchase. If you are near this date and the product has clearly not been used, call Treetime so the situation can be reviewed.
Follow these steps in order to avoid delays, refused shipments, preventable fees, or unnecessary shipping costs.
Email cs@treetime.com or call 847-527-8880 to begin the return or exchange process.
Your Sales Order number starts with “SO” followed by a 5-digit number.
This helps Customer Service confirm eligibility and provide the correct instructions.
A representative will contact you within 24 hours to confirm your information and issue a Return Authorization number and return instructions.
Returned or exchanged merchandise must be shipped back in the original inner and outer packaging with no markings on the boxes.
Use a drop-off location or request a self-paid call tag if you need door pickup service.
Within 14 business days of receipt, usually sooner, items are inspected by Quality Control and refunds are issued to the original method of payment.
Return cost is heavily affected by authorization, packaging, carrier handling, and whether the item must be reconditioned before resale.
The customer is responsible for return shipping on standard returns. Outbound shipping costs are non-refundable.
Inbound return shipping costs Treetime incurs on your behalf will be deducted from your refund.
Refunds equal the original purchase price plus tax, less any applicable Restocking Fee if items are not returned as instructed.
If required steps are not followed and the item requires repacking or wrapping for resale, a 15% Restocking Fee may apply.
Items returned as refused or without a Return Authorization number will be charged a $75 per box service fee.
Packaging note: Ship returned items in their original shipping carton whenever possible. Oversized boxes can dramatically increase dimensional shipping cost. If returning only part of an order, use a box that fits the item closely.
Bulb burnout, customer misuse, improper outdoor usage, improper alteration, damage caused by accident, and damage due to acts of God are not covered as standard returns. The policy is void if the item was damaged or misused by the customer.
If a product is returned to Treetime as defective, return shipping is paid by Treetime and the item is subject to 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.
Warranty path: In the case of any problem with any item, refer to Treetime’s Warranty Information. 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.
Items purchased in the Treetime showroom must be brought back for return or exchange within 14 days of the original sale date or before December 23rd, whichever comes first.
Showroom returns must be accompanied by a receipt and must be in the original packaging with no markings.
Items returned within 14 days without 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 are clearly marked and the receipt will indicate “As-Is. No refunds or exchanges.” No exceptions.
Christmas items cannot be returned or exchanged after December 23rd in the year of purchase.
These quick answers cover the issues customers most often need clarified before starting a return.
Yes. Items sent back without a Return Authorization number may be refused and returned at the customer’s expense.
For standard returns, the customer is responsible for return shipping. Outbound shipping costs are non-refundable.
After the returned item is received, Quality Control will inspect it. Refunds are issued to the original method of payment within 14 business days of receipt, usually sooner.
Contact Customer Service first. Some issues should be handled through warranty service rather than a standard return.
Contact Customer Service before sending anything back. A quick email or phone call can confirm eligibility, document the issue, and help avoid unnecessary shipping costs or refused packages.