This policy applies only to orders placed on shop.nationaltree.com. If you bought your National Tree Company product from Amazon, Wayfair, or another reseller, please contact that retailer for returns and for damaged, defective, or incorrect items. Warranty coverage for any purchase is determined by the National Tree Warranty itself; see the Warranty section below.
Which situation applies to you?
| Your situation | Read this section |
|---|---|
| You changed your mind or no longer want the item | Standard returns |
| Your item arrived damaged, defective, or incorrect | Damaged, defective, or incorrect items |
| Your artificial tree developed a problem after 30 days | Warranty |
| Your item may be final sale | Final sale items |
Standard returns
A standard return is when you change your mind or no longer want an item. The item must be unused.
| What you bought | Request your return within |
|---|---|
| All items except Christmas items | 30 days of delivery |
| Christmas items | 30 days of delivery, or by December 15, whichever comes first |
- Christmas items are the products listed in the Christmas category on shop.nationaltree.com. The December 15 deadline applies only to these items.
- All other holiday and seasonal merchandise, including Halloween, Easter, spring, and fall, follows the standard 30 days of delivery. There is no seasonal cutoff on those items.
- These deadlines are based on the date you request your return, not the date we receive it back. If your order ships in more than one carton, the 30 days start on the day the first carton is delivered.
Christmas items purchased in December
| Date you purchased | Request your return within |
|---|---|
| December 15 or earlier | 30 days of delivery, or by December 15, whichever comes first |
| December 16 through December 24 | Final sale. These items cannot be returned |
| December 25 or later, including After Christmas Sale items | 30 days of delivery |
The December 15 deadline does not apply to purchases made on December 25 or later. After Christmas Sale items are not clearance items. December 15 is a firm request deadline: a Christmas item purchased December 15 or earlier but delivered after December 15 cannot be returned as a standard return.
To allow time before the December 15 return request deadline, we recommend ordering by December 10.
Condition requirements
To receive a refund, your item must be:
- Unused and unassembled, with no signs of display or use
- In its original inner and outer packaging
- Complete, including the stand, hardware, foot pedal, remote, storage bag, and all packaging inserts
- Sent with your National Tree Company order number. Your order number is in your order confirmation email; if the item was a gift, ask the purchaser for it
Artificial trees also need the model and SKU tag still attached and intact; the tag requirement applies to artificial trees only. We check trees against your original order when they arrive. We cannot refund an item that arrives used, damaged through use, or incomplete, or a tree that arrives without an intact tag. If your item arrived from us damaged, that is not a standard return; see Damaged, defective, or incorrect items.
If your return does not meet these requirements
We do not issue a refund. You can have the product shipped back to you, and you pay the cost of that shipping. The return label fee you already paid is not refunded, because that shipping service was used to send the product to us.
How to request a return
- Fill out and submit the return request form at Return Requests · National Tree Company. Select your reason for the request and provide the information the form asks for. The form goes straight to our Customer Service team.
- We review your request. If we approve it, we email you a Return Authorization (RA) number.
- Pay the return label fee by credit or debit card over the phone with our Customer Service team. An email with your return label will be sent to you from the NTC Customer Service email address.
- Ship your item using that label within 14 days of receiving it. If the item is not shipped within 14 days, the return request expires and the order becomes final sale.
Return without an RA
We charge a flat $75 service fee per return shipment if you ship a return without an RA number, refuse delivery of an order, or send a return to any address other than the address on the return label we sent you. This fee is per shipment, not per box or per item. One shipment may include multiple boxes.
Restocking fee
We deduct a 20% restocking fee from your refund on every standard return. The fee is 20% of the price you paid for the item after any discounts, excluding tax.
This is in addition to the return label fee. We do not charge a restocking fee on a damaged, defective, or incorrect item claim.
Return labels
National Tree Company issues the return label for every return. We track your return using the tracking number on that label. Please do not buy or use your own return label. We cannot refund a return shipped on any other label.
| Type of return | Who provides the label | What you pay for the label |
|---|---|---|
| Standard return | National Tree Company | The return label fee below |
| Approved damaged, defective, or incorrect item claim | National Tree Company | Nothing. We provide it free |
Return label fees for standard returns
The fee applies once per product, no matter how many cartons that product shipped in.
| What you are returning | Return label fee |
|---|---|
| Artificial trees under 4 ft | $15 per item |
| Artificial trees 4 ft to under 6 ft | $50 per item |
| Artificial trees 6 ft to under 9 ft | $75 per item |
| Artificial trees 9 ft and over | Final sale |
| Wreaths and garland | $25 per item |
| Tree toppers | $10 per item |
| Inflatables | $50 per item |
| Firepits and patio furniture | Final sale |
| All other items | $25 per item |
Damaged, defective, or incorrect items
This is not a standard return, and the condition requirements above do not apply.
Submit the return request form at Return Requests · National Tree Company within 30 days of delivery. Select damaged, defective, or incorrect item as your reason. The form will ask for your order number, the item number, and photos of the item.
If we approve your claim, we may provide replacement parts, a replacement product, or a refund. We decide which resolution fits the situation.
You pay no return label fee and no restocking fee on an approved claim. If we need the item back, we provide the return label free.
After 30 days
| Product | What is available |
|---|---|
| Artificial trees | Certain trees may be covered by the National Tree Warranty. See the Warranty section for how coverage works |
| Everything else we sell | Not covered. No refund or replacement |
Everything else means wreaths, garland, tree toppers, inflatables, lighting, and decor. You are welcome to contact Customer Service with a question, but outside these windows they are not able to offer a refund or replacement.
Warranty
For the first 30 days after delivery, this return policy governs all products we sell, including damaged, defective, and incorrect items.
After 30 days, certain artificial trees may be covered as shown in the National Tree Warranty. The warranty is a separate document with its own eligibility rules, registration and authorization requirements, service windows, and remedies. Those terms control all warranty claims, including claims on purchases made through authorized retailers. No other product we sell has a warranty.
For full details, see our warranty guide: National Tree Warranty
Final sale items
Final sale means you cannot make a standard return. These items are final sale:
- Clearance items, at all times. Clearance items are clearly marked as clearance on the website
- Christmas items purchased December 16 through December 24
- Artificial trees 9 ft and over
- Firepits and patio furniture
- Any item marked final sale on its product page
You can still report a damaged, defective, or incorrect item within 30 days of delivery. Artificial trees may also have warranty coverage after 30 days; see the Warranty section.
Exchanges
We do not offer exchanges on standard returns. If you want a different item, request a standard return and place a new order for the item you want.
This is separate from a damaged, defective, or incorrect item claim. A replacement product may be provided as a resolution for an approved claim. See Damaged, defective, or incorrect items.
Refunds
We inspect your return when it arrives and email you with our decision. Your refund is the price you paid for the item minus the 20% restocking fee; the return label fee is paid separately and is not refunded. No fees are deducted on an approved damaged, defective, or incorrect item claim. Approved refunds go to your original payment method within 30 business days of the day your return arrives at our returns center, based on the delivery scan on the tracking number of the return label we issued. After we issue your refund, your bank may take another 3 to 7 business days to post it.
Please contact us if more than 30 business days have passed since your return arrived and you have not received your refund.
Questions
Email service@nationaltree.com. Please have your order number and item number ready.
