Frequently Asked Questions
Order Help
- How do I include a gift message with my order?
- What is your return/exchange policy?
- How or where do I return my item?
- What if part of my order is missing or incorrect?
- What if my product’s lights aren’t working properly or I have a different issue?
- What is your warranty policy?
- How do I place a warranty claim?
- What forms of payment do you accept?
- How can I purchase with Cash App Afterpay?
- Do you charge sales tax?
- Do you have any retail locations?
- How do I use a coupon?
Order Tracking & Shipping
- How do I track my order?
- What is my order status?
- When can I expect my product to arrive?
- Can I change or cancel my order?
- What shipping options do you offer?
Customer Service
- How do I contact Balsam Hill?
- How do I post a review for an item?
- What if the price of a product I purchased is reduced?
- How do I subscribe to your catalog?
- How do I unsubscribe from your catalog?
- How do I subscribe to your email list?
- How do I unsubscribe from your email list?
- How do I sign up to receive your text messages?
- How do I unsubscribe from your text messages?
- Are there scams on the internet and social media impersonating Balsam Hill and its authorized partners?
Balsam Hill For Business
- What is Balsam Hill for Business?
- What are the benefits of opening a Balsam Hill business account?
- Am I a good fit for a business account?
- How do I open a business account?
- What is the difference between a Balsam Hill business account and a Design Trade Program Membership?
- Is there a cost or recurring fee associated with a business account?
- Do you offer catalogs or product samples?
- What forms of payment do you accept?
- How do I know if I am tax-exempt?
- I am tax-exempt and noticed sales tax on my order. Can I get a refund?
Product Questions
- What if the item I want is out of stock or "coming soon"?
- Do you offer personalization?
- Are your products safe for children and pets?
- Do you have replacement parts available?
- What should I do if I can’t find my assembly instructions?
- Does Balsam Hill make sustainable Christmas trees?
- Does Balsam Hill offer recycling for Christmas trees or Christmas lights?
- What are the differences between reNEW and "original" Balsam Hill trees?
Balsam Hill Outlet
- What general information do I need to know about the Balsam Hill Outlet?
- What products are sold at the outlet?
- What do I need to know about buying my tree at the outlet?
- Can I call and reserve a tree to pick up later at the outlet?
- Do you accept coupons from BalsamHill.com at the outlet?
- What is the return policy for the outlet?
- What type of payment options do you offer at the outlet?
- Does the outlet offer troubleshooting services for my tree?
Balsam Hill Studio
- What is Balsam Hill Studio?
- Can I purchase Balsam Hill Studio Ornaments online?
- Can I purchase Balsam Hill products at a Balsam Hill Studio store?
- Can I return my Balsam Hill products to a Balsam Hill Studio store?
- What is the return/exchange policy for Balsam Hill Studio?
- Do you accept coupons from BalsamHill.com at the Balsam Hill Studio store?