Refund policy

Refund/Return Policy:

Refunds
At Christmas Tree Brooklyn, we take pride in delivering fresh Fraser Fir trees straight from the farm to your home. Because live Christmas trees are perishable and seasonal, refunds are not available. However, we want every customer to feel confident with their purchase, so if there’s ever a concern about your tree, we’ll work with you to make it right.

Tree Quality & Freshness
Fraser Firs are known for their long-lasting needles, rich fragrance, and beautiful shape. With proper watering and care, they can stay fresh throughout the holiday season. That said, all cut trees will eventually dry out and drop some needles, and timing can vary depending on factors like room temperature and humidity. These natural changes are expected and are not considered defects.

Concerns About Your Tree
If you feel that your tree isn’t up to standard, please contact us right away (ideally within 48 hours of delivery). Sharing a quick photo helps us assess the situation and find a solution as quickly as possible. Small scuffs or minor branch breaks can occasionally happen during handling or transport and are not considered grounds for a replacement unless they significantly affect the overall look of the tree.

If you have any concerns with your tree, please call us at (917) 997-1216 or email info@christmastreebrooklyn.com

Replacements
While returns aren’t possible, we do offer replacements in certain cases:

If the wrong tree was delivered
If the tree arrives with major damage
If the tree fails to take in water and rapidly declines

Replacements are available within 3 days of delivery at no extra cost. For issues that arise beyond 3 days, we can still provide a replacement at 50% of the cost. We also encourage you to review our Tree Care page for helpful tips to keep your tree healthy and lasting all season.

Cancellation/Rescheduling Policy:

Rescheduling an Order
Plans change, and we’re happy to work with you. To keep things running smoothly, here’s how we handle schedule changes and cancellations:

If you’d like to adjust your delivery or removal appointment, please let us know by 5:00 PM the day before.
Requests made after this cutoff will carry a $25 rescheduling fee.
For same-day reschedule requests, the fee increases to $50, as trucks are already routed and trees are prepped. Same-day changes are also subject to availability.

Missed Delivery Attempts
On the day of your scheduled delivery, our driver will call when they are en route within your selected delivery window. If we arrive and no one is home, and we’re unable to reach you or your designated contact, we’ll continue with the next scheduled deliveries.

Whenever possible, our driver will attempt to return later the same day, usually toward the end of their route. While we do our best to complete delivery within the original time window, circumstances may require rescheduling to another day.

Canceling an Order
If you need to cancel an order, the timing of your request determines the refund or fee. This helps us prepare our team and inventory fairly during the busy season:

Cancel more than 48 hours in advance → receive a full refund.
Cancel 24–48 hours in advance → a 25% fee will apply.
Cancel with less than 24 hours’ notice → a 50% fee will apply.
No-shows (when we arrive during your window but cannot complete the delivery or removal) will be treated as a same-day cancellation and subject to the 50% fee.

How to Make Changes
Reach us by phone at (917) 997-1216 or email at info@christmastreebrooklyn.com. The earlier you contact us, the better chance we’ll have to accommodate your request.