Customer support

Treetime Return Policy

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 exact steps required to complete a return or exchange.

Standard window

30 days

From the date of receipt, or before December 23rd, whichever comes first.

Authorization required

RA needed

Returns sent without a Return Authorization number may be refused.

Holiday cutoff

Dec 23

Christmas items cannot be returned or exchanged after December 23rd in the year of purchase.

Need help right away?

We're Here to Help.

If your order arrived damaged, incorrect, missing parts, or appears defective, contacting us promptly is the fastest path to resolution.

Quick contact

Email: cs@treetime.com
Phone: 847-527-8880

Have your order number ready. It begins with SO and helps us respond faster.

Wrong item Shipping damage Missing parts Possible defect

Read first Standard return policy Exceptions Defective items How to return Showroom policy December 23 cutoff

Read this first

The most important guidance before starting a return: when to contact us right away, and when warranty support may be the better path.

Important

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 immediately. We can provide the correct product or replacement parts at no cost to you.

Standard return policy

A clearer overview of the main return window, shipping responsibility, and December cutoff that customers need to understand before sending anything back.

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 that 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.

Good to know

Outbound shipping costs are non-refundable.
Inbound return shipping costs we incur on your behalf will be deducted from your refund.
No returns or exchanges after December 23rd in the year of purchase.

December 23 policy note

This cutoff exists to prevent “renting” Christmas products and returning them immediately after the holiday. If you’re near this period and it’s clear the product wasn’t used, please call and we’ll review your situation.

Exceptions to the return policy

Situations where standard returns do not apply and customer-caused damage or misuse prevents a refund.

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.

Returning defective items

When a product is believed to be defective, shipping responsibility and inspection determine whether it is treated as a defective-item return or a standard return.

Warranty information

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.

Warranty reminder

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.

Directions for making a return

A cleaner step-by-step process for starting a return or exchange, securing authorization, packaging correctly, and understanding how inspection and refunds are handled.

Contact Customer Service via email at cs@treetime.com or by calling 847-527-8880 to initiate the return or exchange process.

Please provide your Sales Order number. It starts with “SO” and is followed by a 5-digit number.

Provide us with a reason for your return or exchange.

A representative will contact you within 24 hours to confirm your information and issue a Return Authorization (RA) 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, 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.

Please note: When returning item(s), it’s important to ship them back in their original shipping carton(s) due to the high cost of dimensional shipping. Using an oversized box can dramatically increase return shipping cost. If returning only part of an order, use a box that fits the item(s) closely.

If the above steps are not followed and the item(s) require repacking or wrapping for resale, you will be charged a 15% Restocking Fee for reconditioning the returned or exchanged item back to like-new condition.

Showroom return & exchange policy

Policies that apply specifically to items purchased in the showroom, including timing, receipt requirements, and 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, and must meet the following criteria:

Items must be accompanied by a receipt.
Items must be in the original packaging with no markings.

What cannot be returned or exchanged in the showroom

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: These items will be clearly marked and the receipt will indicate “As-Is. No refunds or exchanges.” No exceptions.

Final holiday reminder

Christmas items cannot be returned or exchanged after December 23rd in the year of purchase. Plan returns early so your shipment is received before the cutoff.

Return Policy