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.
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 your order has shipped, you will receive a shipping confirmation email with tracking information.
Additionally, a tracking number may display “Label Created” status for up to 48 hours after shipment. This does not necessarily mean the item is not moving, rather it has not yet reached the next delivery hub to be scanned.
WHAT IS MY ORDER STATUS?
You may check our order’s status at any time by using our ORDER TRACKING TOOL. See below for more detailed information regarding each order status:
- Order Received - We have received your order and are sending it to the warehouse for fulfillment.
- Shipment in Progress - Your order has been sent over to a warehouse for fulfillment.
- Shipped - Your order has shipped and you should receive a shipping confirmation email with tracking number(s).
- Partially Shipped - Part of your order has shipped. You’ll receive a shipping confirmation email once the rest of your order has shipped.
- Partially Returned - Part of your order has been returned.
- Returned - Your entire order has been returned.
- Canceled - Your full order has been canceled.
- Reviewing Order - We have received your order and are reviewing it at this time, prior to sending it to the warehouse for fulfillment.
WHEN CAN I EXPECT MY PRODUCT TO ARRIVE?
Shipping timelines vary depending on the shipping method that you select. 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 or oversized 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.
Due to COVID-19, we are experiencing intermittent delays on standard shipping timelines due to an increased demand of our shipping partners' resources. We thank you for your patience. Our expedited shipments are still shipping as expected.
WILL MY SHIPMENT BE DELAYED DUE TO COVID-19?
We are experiencing intermittent delays on standard shipping timelines due to an increased demand of our shipping partners' resources. We thank you for your patience. Our expedited shipments are still shipping as expected.
CAN I CHANGE OR CANCEL 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.
If you wish to cancel your order, please login to your account. From here, you may select and view your Order History. Select Cancel next to the appropriate order you wish you cancel. If cancellation is successful, a pop-up message will indicate your request has been received and will be processed shortly. 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 canceled.
Please note cancellation requests cannot be made through email.
WHAT SHIPPING OPTIONS DO YOU OFFER?
Balsam Hill offers three methods of shipping:
- Ground Shipping: We offer free ground shipping for all orders in the contiguous US (for Alaska, Hawaii, and Puerto Rico you will be charged a shipping fee). Couriers do not guarantee delivery times for this option. In many cases, products will arrive within 2-3 days. However, it can take up to 5-7 business days to arrive depending on delivery location and availability of items at a specific warehouse.
- Two-Day Air: Once shipped, your product will be in transit for two business days. For example, orders received by 12pm ET (9am PT) will arrive in 2 business days. Please note that couriers do not deliver Two-Day Air shipments on weekends or holidays.
- Standard Overnight: Once shipped, your product will arrive the following business day. For example, orders received by 12pm ET (9am PT) will arrive in 1 business day. Please note that couriers do not deliver Standard Overnight items on weekends or holidays.
Additional shipping information:
- Oversized or Freight Shipping: Certain items that are particularly large or heavy are designated as oversize, and require special freight shipping. Any oversize item(s) in your order will be shipped through a designated freight company based on delivery zip code. The freight company will contact you to coordinate a delivery time within 2-7 business days of order; please make sure to communicate any additional information that will be necessary for delivery, such as dock or driveway access. Freight shipments take an extra 24-48 hours to process.
- PO Boxes and APO Addresses: We are currently unable to ship to PO boxes or APO addresses.
- Small Item Shipping: Some small items, like replacement bulbs and small replacement parts are shipped via different couriers and are usually in transit for 7-10 business days.
- International Shipping: International shipping is available for some geographies. Click on your location below to learn more. If your location is not listed, please note that we are unable to ship to you at this time.
If you have any questions about shipping, please feel free to CONTACT US for assistance.