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Product Questions

What if the item I want is out of stock or "coming soon"?

If the product is listed as "Coming Soon" or "Out of Stock", please select Notify Me on the product page and enter your email address so we can send an email when the item is available. If you do not see Notify Me, we're not planning to restock that item. In the event you order an item and it goes out of stock, we’ll notify you and promptly issue a full refund.

Do you offer personalization?

We offer personalization on a variety of stockings and tree skirts, but only between October 1 and December 15. Click Personalize on the product page and personalize your item before adding it to your cart. Please note, we are unable to cancel, return, or exchange personalized items.

Are your products safe for children and pets?

We do our best to communicate the components of our products on every product description page. Like most household products, the materials and pieces we use are not suitable for consumption. Some of our products may contain latex, which can cause allergic reactions and should be handled with caution by those with known sensitivities. Please keep fragile or delicate products away from children and pets.

Do you have replacement parts available?

All our artificial Christmas trees come with an assortment of replacement parts, including light bulbs for pre-lit trees. You can buy Christmas tree replacement parts if your product warranty has expired. (Get warranty information.) Our replacement bulb guide can help you identify the correct bulbs for your tree.

For replacement parts or troubleshooting assistance, please call us at 888-55-BALSAM .

What should I do if I can’t find my assembly instructions?

Assembling Your Tree instructions covers most trees. If the instructions for your product are not there, or if you have any further lighting questions, we have a video showing you How To Troubleshoot A Pre-Lit Christmas Tree.

If you still have questions, call us toll-free 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 Monday through Friday, 5am-7pm PT. From a desktop or tablet, select the chat icon Chat icon.