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Repacking for a Return or Exchange

Repacking Items to Return or Exchange

PLEASE NOTE: You must obtain a Return Merchandise Authorization number before returning or exchanging any product. Log into your account and make your request.
  • Follow the link in your return instruction e-mail to complete the Return Request Form on line and print it out.
  • Carefully repack the product in the original shipping box. Items received with damage or missing parts due to improper re-packaging will be assessed a restocking fee of 35%.
  • It is not necessary to spend additional money to repack our products.
  • Unless the shipping carton was badly damaged by the shipper you should be able to repack the order as you received them.
TREE ACCESSORIES AND HOME DECOR:
Remove the paper, bubble wrap or packing peanuts from the original shipping/storage box and set them aside. Wrap item in bubble wrap or insert the product and cover it with the remaining peanuts. If the box is not full, add more peanuts or stuff the box almost to the top with crumpled newspaper or shredded paper.
 
SMALL TREES or any item under 23":
  • Remove the paper, bubble wrap or packing peanuts from the original shipping/storage box and set them aside. 
  • Spread the layer of peanuts in the bottom of the box, insert the tree and cover it with the remaining peanuts.
  • If the box is not full, add more peanuts or stuff the box almost to the top with crumpled newspaper. 
  • Lay the completed Return Merchandise Authorization form on top, close the storage box and seal it. 
  • Place the return shipping label over the old shipping label and remove any extraneous shipping labels.
  • The shipping box should be sealed on all sides with a minimum of 2" wide packaging or shipping quality tape. 
 
LARGE TREES or other items over 24":
  • Repack in the original box if it is still in good condition. Remove the cardboard stiffener, etc. from the original shipping box and set it aside. 
  • Count the pieces and sections of the tree/item to make sure you have included them all along with the extra hardware, bag of screws, hooks and the printed directions.
  • Replace the tree sections in the tissue paper and bubble wrap bags that were included in the box.
  • In the center of the box, mound up the tree arms - smallest pieces on the bottom of the box, next tallest on top of those etc. curved ends down.
  • Place the base of the tree over them all.
  • Insert the trunk portion of the base through the hole in the stiffener and lay the stiffener over the other pieces. 
  • Lay the completed Return Merchandise Authorization form on top, close the storage box and seal it. 
  • Place your return shipping label over the old shipping label and remove any extraneous shipping labels.
  • The shipping box should be sealed on all sides with a minimum of 2" wide packaging or shipping quality tape. 
PLEASE NOTE THE FOLLOWING:
  • We ask you to use the same care and respect when repacking your return that we used to send it to you.
  • All returns are inspected when received. Items that arrive with unreported damage or with missing pieces will be assessed a restocking fee of 35%-50% depending upon the amount of damage.  See our Return policy and our Refund Policy.
  • If the item was delivered to you in a damaged box, notify us before attempting to return the tree in that same box.
  • Be sure to enclose the completed Return Merchandise Authorization form with your RMA number and a copy of your receipt.
  •  If your item cost more than $100, insure the return package if you are using UPS. That way If your return is damaged by the shipper you can file a claim.
  • USPS can be used to return small items but DO NOT use it to send back an ornament tree weighing more than 5 lbs.
  • If your item cost over $50 and you are using the USPS, be sure to insure the package. In spite of what the post office says, delivery confirmation is not adequate proof that an item was actually delivered to a specific location. Postal insurance is proof of delivery and allows you to file a claim if they damage your return.
  • For your own protection, return the ornament tree using a method that allows you to track it or prove shipment in the event your package is lost or misdirected. Acceptable trackable shipping methods include: UPS Ground, FedEx Ground, DHL or insured US mail.
  • Always keep your receipt so that you will have a record of the tracking number and the location to which the item was returned.
  • Return the item within 5 days after an RMA is issued.
  • Follow the link e-mailed to you with your RMA request to complete and print out the RMA form and enclose it with your package.
  • Shipping charges and/or return shipping costs are not refundable by the carriers and consequently, can not be reimbursed. See our return policy for more information.
  • No returns or exchanges can be issued until we can verify that the item has been returned to the correct shipping facility and is in good condition.
APPROXIMATE RETURN SHIPPING CHARGES:
A completely packed tabletop ornament trees weighs around 4-12 lbs. The actual weight of a floor standing trees may be between 15-60 lbs. however, UPS and the post office use dimensional weight to determine shipping costs. And, if you return it by expedited shipping the cost will approximately double. Depending upon your location, the size of the product you are returning and your shipping method it could cost you between $10.50 and $35.00.