Balsam Hill's Return Policies

Return Policy

We want you to be delighted with your Balsam Hill™ purchase. If you are not completely satisfied with your purchase, you may return it within 30 days of receipt or prior to December 25th (whichever comes first), for a credit, less any applicable shipping and handling charges. Please note to be eligible for a credit, your returned goods must be in transit to our designated Balsam Hill™ Return Center within 30 days of you receiving your order. If you prefer to exchange your product, please see our Exchange Policy, which can be found at the bottom of this page.

Please note that Balsam Hill™ is unable to accept returns or exchanges on any personalized items except in the event of a defect, in which case the item will be replaced.

Because we are so confident that our customers will love our products, we are glad to cover all delivery shipping costs. In the event of an unsatisfactory product, though, we do ask that our customers cover the cost to return the item. The easiest and most cost-effective method is to use our generated pre-paid return shipping labels, which we can immediately provide for a fee of $25 per carton for trees and $10 per carton for all other products. This gives our customers a smooth return process, a generous discount compared to average shipping methods, and the quickest refund possible to a customer's account.

Though it is not recommended, customers may also choose to use their own preferred shipping method. If you choose to return on your own, please make sure to return your item to the correct return address to avoid any additional handling charges.

Returns meeting the following criteria will be considered "outside of policy" returns and may be rejected and/or assessed an additional return fee:

  • Returns in transit to our Returns Center after 30 days of receipt or after December 25th (whichever comes first)
  • Unauthorized returns
  • Returns on products damaged due to improper care or use

How do I return my item?

Please email Customer Service or call us at 888-55-BALSAM (888-552-2572). We will provide you with a Return Merchandise Authorization (RMA) number. If you are located in the continental U.S., we strongly recommend using our generated pre-paid return shipping labels for your item(s). If you choose to use our label, we will deduct $25 per box for trees and $10 per box for all other items from your credit to cover the cost of shipping. While this method is not required, we strongly recommend it to ensure a hassle-free return process and the quickest refund possible.

Alternatively, if you are located outside the United States or you prefer not to use our label(s), you may ship the item back to us at one of the addresses below via your preferred traceable shipping method at your own expense.

Please note that all delivery refusals will be charged a $75 per box service fee.

Where do I return my item?

All returns must be sent to one of our designated Balsam Hill™ Return Centers. If you use one of our generated pre-paid labels, they will automatically include the address of the designated return center.

If you need assistance determining the closest location, please contact Customer Service at 888-55-BALSAM (888-552-2572) or at Customer Service. Returns sent to any other addresses may be refused or will incur an additional handling charge of $75 per box.

Balsam Hill™ Return Center
1561 Adrian Rd.
Burlingame, CA 94010


Balsam Hill™ Return Center
C/O Hanover Warehouse Co., Inc
17 Cable Dr.
Kearny, NJ 07032

How long will it take to receive my credit?

If you use our labels, your order will be credited with 48 hours of being received back at our warehouse. If you prefer to use your own shipping method, we will issue a refund within 14 days of it being received back at our warehouse, assuming you have provided us with return tracking information. Please contact our customer service team at Customer Service or by calling us at 888-55-BALSAM (888-552-2572), with your return tracking number and shipping company to expedite the process.

Depending on bank processing times, most customers see the credit in their account within 3 business days of the credit being issued, but it can take up to 30 days after receipt of your return for the credit to appear on your financial statement.

What if I find a problem with my purchase?

We hope your item will be perfect straight out of the box, in the rare instance that it is not, please see our Assembly, Use, and Care Instructions, which are included with your tree or can be accessed online. This convenient guide answers many common questions regarding tree setup, lighting, and more. Often lighting and foliage issues can be easily solved by following the simple troubleshooting steps found in this guide.

If you have a problem or question you cannot resolve by following the troubleshooting section of your guide, please contact our Customer Service Team at Customer Service or by calling us at 888-55-BALSAM (888-552-2572). We will be happy to troubleshoot with you and find the best solution to your issue. Your product may also be covered by one of our warranties; please check the product page for product-specific warranty details.

Please note, if you choose to return your tree rather than participate in our Premium Guarantee and Warranty, it will be treated as a standard return at your expense.

Exchange Policy

If you would like to exchange your purchase, you may do so in the first 30 days for another like item. You may contact our Customer Service Team by email at Customer Service or by phone at 888-55-BALSAM (888-552-2572). We are unable to accept exchanges of personalized items.

Customers located in United States: Please place an order for your new item(s) and then contact Customer Service for a return shipping label for your original order. Once the original item has been shipped to us, we will process your refund. To assist with shipping costs, we will charge a flat $10 exchange fee. If you select an equally or more expensive item in your new order, we will waive the exchange fee. If you select a less expensive item in your new order, you will receive a refund less the $10 exchange fee.

Customers located in Canada and Puerto Rico: You are responsible for the return shipping of the item you wish to exchange. Please place an order for your new item(s) and then contact Customer Service with the return tracking number of your original order and your new order number. Once the original item is on its way back to us, we will process a refund of your original order including the original shipping costs.

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