Order Information


CAN I CANCEL OR CHANGE MY ORDER?

Cancellation requests may be submitted within 30 minutes of placing an order. After this window, the order will be forwarded to the warehouse for processing and shipping and can no longer be altered. You may still return or exchange your merchandise in accordance with our RETURNS AND EXCHANGE POLICIES. Refusal of any merchandise at time of delivery will result in a $75 per box service fee.

How to Cancel Your Order:

The following options are available within the 30-minute window:

A. Online order cancellation through the "My Account" page using a desktop or tablet device:

  1. Click the “My Account” link at the top right-hand corner of the Balsam Hill site, then select “Order History.”
  2. Select “Cancel” next to the appropriate order number in the “Order History” page. If the Cancel button does not appear next to the order number, the 30-minute window has elapsed, and the order can no longer be cancelled.
  3. If the cancellation is successful, a pop-up message will indicate that your request has been received and will be processed shortly. Additionally, the “Order Status” column in the Order History page will be marked “cancelled.” Refunds will be issued immediately following cancellation.

B. For assistance with making changes or cancelling an order, contact our Customer Loyalty Specialists via live chat on our website or call us at 888-552-2572. Cancellations cannot be processed through email.


HAS MY ORDER SHIPPED?

Orders placed by 12pm ET will ship the same business day, while orders placed after 12pm ET will ship the following business day. Orders placed after 12pm ET Friday will ship the following Monday. Once our order has shipped, you will receive a shipping confirmation email with tracking information. You may also track your order with our online ORDER TRACKING TOOL. Please note that orders with multiple and/or large items may ship in multiple cartons with unique tracking numbers. Tracking numbers may take 24-48 hours to display movement.


HOW DO I TRACK MY ORDER?

To track your order, please use our ORDER TRACKING TOOL. Please note that orders with multiple and/or large items may have unique tracking numbers. Tracking numbers may take up to 24-48 hours to display movement.


WHAT IF MY ORDER TRACKING SHOWS NO MOVEMENT?

A tracking number may display “Label Created” status for up to 48 hours after shipment. This does not necessarily mean that the item is not moving; rather it means it has not yet reached the next delivery hub to be scanned.

If your tracking number has not updated more than 48 hours after its date of shipment, please CONTACT US for assistance and have your order information ready.


WHEN CAN I EXPECT MY PRODUCT TO ARRIVE?

Shipping timelines vary depending on the shipping method that you select. Please see our SHIPPING OPTIONS for details.

The estimated delivery time for your order is updated at checkout and you should receive a shipping confirmation email within 24 hours of placing your order. Items typically take 3-5 business days to arrive, but your shipping timeline may be extended if you ordered a personalized, oversized or drop ship item. To see if a product has a longer shipment window, please see the Shipping Information section of the product information page.

Once you have placed your order, you may track it using our ORDER TRACKING TOOL. Tracking numbers may take up to 24 hours to display movement after the label has been created. Once your item is in transit, it will be scanned at various points between pickup and delivery. Depending on the shipping route, it is normal for 24-48 hours to pass between scans.


WHAT IF MY PACKAGE DID NOT ARRIVE WHEN EXPECTED?

If your package did not arrive when expected, you may check its status using our ORDER TRACKING TOOL. If order tracking shows the item has been delivered but you did not receive it, please check various doors and entryways around your home. Also, please speak with any family members or neighbors who may have moved the item. If your package(s) cannot be located, please CONTACT US and we would be happy to assist you.


WHAT IF PART OF MY ORDER IS MISSING/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 to examine the contents and see if multiple items were shipped in one box. Please CONTACT US for assistance with your missing or incorrect orders. We apologize for any inconvenience.


WHAT IS YOUR RETURN/EXCHANGE POLICY?

If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange the product within 30 days of receipt or prior to December 25 (whichever comes first).

Once the item has been shipped back to us, we will process your refund less any applicable shipping label fees. For your convenience, we provide pre-paid return shipping labels for a fee of $25 per tree box and $10 per box for all other products. These fees are waived in the case of a damaged or defective product.

If you are exchanging your item for an item of lesser value, a small exchange shipping fee will be assessed. If you are exchanging for an item of equal or greater value, the exchange shipping fee will be waived.

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 US with your return tracking information to expedite your refund. If you do not provide us with tracking information, it may take up to 14 days of the item being received back at our warehouse for your refund to be issued.

Please note that we reserve the right to reject items that are ineligible for return, and/or to assess an additional return fee. Products ineligible for return include personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorized. Additionally, all delivery refusals will be charged a $75 per box service fee.

Please don’t hesitate to CONTACT US for assistance in returning items, or for any further questions or concerns.


HOW DO I RETURN MY ITEM?

If your Balsam Hill™ product is eligible for return, please CONTACT US and we will provide you with prepaid return shipping labels and a Return Merchandise Authorization (RMA) number.

Depending on bank processing times, you may see the credit in your 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.


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 US. Returns sent to any other addresses may be refused or will incur an additional handling charge of $75 per box.

Balsam Hill™ Return Center
c/o Mochilla Fulfillment
6251 Florin Perkins Rd.
Sacramento, CA 95828

OR

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