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Order Help

How do I include a gift message with my order?

After choosing a delivery option during checkout, select ”Add a free message that will be sent when your order ships.” Your complimentary gift message will be emailed to the recipient when your order ships.

What is your return/exchange policy?

Return or exchange eligible non-perishable products within 30 days of receipt or before December 25 (whichever comes first). Please use our online customer service forms to start a return or exchange.

Return (Non-perishable): Once your item has been shipped back to us, we will process your refund less any applicable shipping label fees. We provide prepaid return shipping labels for a fee of $25 per tree box and $10 per box for all other products purchased for the contiguous US. These fees are waived in the case of damaged or defective products. For Alaska, Hawaii, and Puerto Rico return information contact customer service.

Perishable items (dried and fresh greenery, food) are not eligible for return. Inspect your purchase and contact customer service to report any damage within 3 days of delivery. Our team will be happy to find a solution to your problem.

Exchange: Exchanges for items of lesser value will be assessed a small exchange shipping fee. We waive this fee for exchanges for items of equal or greater value. Please note perishable items are not eligible for exchange.

Though we suggest that you use our prepaid shipping labels for the most seamless return process, you may use alternate shipping labels at your own cost. If you use a different shipment method, please make sure to send your item to the correct return address and contact customer service with your return tracking information to expedite your refund. If you do not provide us with tracking information, your refund may be delayed as long as 14 days from when we receive the return.

Balsam Hill reserves the right to reject items that are ineligible for return, and to assess an additional return fee. Products ineligible for return include perishable items, personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorized. A $75 per box service fee will be charged for all delivery refusals.

How or where do I return my item?

If your product is eligible for return, please contact customer service and we will email you *prepaid return shipping labels and a Return Merchandise Authorization (RMA) number. All returns must be sent to our designated Balsam Hill Return Center or our independent returns center in Canada. Returns sent to any other addresses may be refused or will incur an additional handling charge of $75 per box.

Balsam Hill Return Center
221 S Franklin Rd., Suite 500
Indianapolis, IN 46219

Astral Logistics Inc.
5605 Timberlea Blvd.
Mississauga, ON, Canada
L4W 2S4

*Alaska, Hawaii, and Puerto Rico Returns - Prepaid shipping labels are not available. Please contact customer service for more information.

Depending on bank processing times, you should see the return credit in your account within 3 business days of the credit being issued, but that could be up to 30 days after we receive your return.

What if part of my order is missing or incorrect?

If your tracking number shows that your package was delivered, but you did not receive it, please check around your home and with any neighbors who may have received your item. If you still cannot locate it, please contact us so we can coordinate with the shipping carrier to locate your package.

If you believe that part of your order is missing or incorrect, please open all packages. Sometimes multiple items ship in one box. Please contact us for assistance with your missing or incorrect orders.

What if my product’s lights aren’t working properly or I have a different issue?

Most light issues can be resolved with a few quick troubleshooting steps. You may also contact us for further assistance from our team.

What is your warranty policy?

Please review our warranty policy or contact us for any questions.

How do I place a warranty claim?

If your product appears to be defective or damaged, please call us at 888-55-BALSAM (888-552-2572). Our customer support specialists are available 7 days a week between 5am-7pm PT. Live chat is available also, Monday through Friday, 5am-7pm PT. Please be prepared to share your order number and email address. From a desktop or tablet, select the chat icon Chat icon.

We will troubleshoot your issue or place a warranty claim if the product is eligible.

Warranty service is available via email for damaged décor items, including foliage. Go to our contact us page and choose “Foliage Support” in the Warranty/Product Support box in the “How can we help you?” section.

What forms of payment do you accept?

During checkout you may choose any of the following payment options:

  • Credit/Debit Cards from Visa, Mastercard, Discover and American Express
  • PayPal
  • Apple Pay (on compatible iOS devices)
  • Buy Now, Pay Later with PayPal

Do you charge sales tax?

We are required to collect sales or use tax on orders, unless shipped to: Delaware, Montana, New Hampshire or Oregon.

If you are in Alabama, we have collected (or will collect) the simplified sellers use tax on your purchase(s) and the tax will be remitted on your behalf to the Alabama Department of Revenue. Our program account number in Alabama is SSU-R010108533.

Canadian customers pay Canadian sales tax at the time their purchase is imported to Canada. We will collect an amount from you at checkout which we will provide to your customs broker to remit on your behalf.

Do you have any retail locations?

We have an outlet store in Burlingame, California, and seasonal popup stores in select Nordstrom department stores around the United States.  Balsam Hill + Nordstrom retail locations

You may also consider ordering a Branch Sample Kit or contact us so one of our customer loyalty specialists may assist you.

How do I use a coupon?

With items in your cart, select the box for “I have a coupon code” under your order summary. Type the code into the Coupon Code box and select Apply to get an updated estimated total. Please note that coupons are case sensitive and dashes must be included. All currently available coupons are posted on our site.