Our Commitment to Your Satisfaction

At National Tree Company Sale Shop, we’re dedicated to bringing holiday magic to homes worldwide. We want you to be completely satisfied with your Christmas decorations purchase. If you’re not happy with your order, we’re here to help make it right.

Return & Exchange Timeframe

You may return or exchange most items within 15 days of receiving your shipment. Please note that all return requests must be initiated within this period.

Condition Requirements

To be eligible for return or exchange, items must be:

  • In original, undamaged condition
  • In original packaging with all tags attached
  • Unused and in resalable condition
  • Accompanied by the original receipt or order confirmation

Non-Returnable Items

For health and safety reasons, the following products cannot be returned or exchanged:

  • Indoor String Lights (due to electrical safety regulations)
  • Opened or used Christmas Tree Stands
  • Personalized or custom-made ornaments
  • Final sale items clearly marked as non-returnable

Return Process

  1. Contact Our Team: Email us at [email protected] within 15 days of receiving your order with your return request
  2. Provide Information: Include your order number, the items you wish to return, and the reason for return
  3. Receive Instructions: We’ll email you return authorization and shipping instructions
  4. Ship Your Return: Package items securely and ship to our Philadelphia facility
  5. Processing: Allow 3-5 business days for processing once we receive your return

Exchange Process

If you’d like to exchange an item for a different size, color, or product:

  1. Follow the same initial steps as the return process
  2. Specify the item you’d like to exchange and what you’d prefer instead
  3. We’ll process your exchange once we receive the original item
  4. Any price differences will be charged or refunded accordingly

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance for valuable items.

Refund Information

Once your return is processed and approved:

  • Refund Time: 5-10 business days for the refund to appear in your original payment method
  • Refund Method: Refunds will be issued to your original payment method (VISA, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable
  • International Refunds: For international returns, please allow additional time for bank processing

Return/Exchange Request Template

Copy and paste this template into your email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear National Tree Company Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Order]
Items to Return/Exchange: [List items with quantities]
Reason for Return/Exchange: [Please provide details]
For Exchanges: Desired Replacement Item: [If applicable]

Please provide return instructions at your earliest convenience.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number – Optional]

Need Help?

Our customer service team is here to assist you with any questions about returns or exchanges:

Email: [email protected]

Address: 2408 Franklee Lane, Philadelphia, US 19108

Please allow 1-2 business days for email responses during peak holiday season.

Special Holiday Considerations

During the busy Christmas season, we experience higher volumes of inquiries. We appreciate your patience and will process all returns as quickly as possible. For orders placed in November and December, we extend our understanding that some decorations may be seasonal purchases.