Christmas Tree Brooklyn is a family-owned business based in Brooklyn.
All of our customers are our friends and neighbors, so we’ll keep the ‘terms and conditions’ simple. No complicated legal jargon to be found here! If you have any questions, please feel free to reach out by phone or email.
Refunds & Exchanges
We do our best to be everywhere on time, but occasionally problems do arise (such as traffic, mechanical issues, etc).
Our refund policy for late deliveries is as follows:
Late by more than 1 hour: 10% credit towards your tree next year. Plus, if we’re unable to deliver due to being late, we’ll re-deliver at another date or time for free.
To avoid having to spend lots of time on quality assurance, we only order the highest quality trees from the farm (‘Premiums’). That means 99.9% of our trees have the perfect Christmas tree shape, no ‘holes’ and strong/sturdy branches to hang lots of ornaments.
We do not offer refunds for quality issues, but we do have a ‘Fair Exchange’ program that will help you out. Here’s how it works:
If you don’t like your tree for any reason, we will pick it up and replace it with another of the same size for a $35 re-delivery fee. That is still less than many retailers charge for delivery in the first place, and is only to cover the cost of our delivery drivers coming to you another time.
Your tree has an obvious defect or deformity:
Send us some pictures of the problem. If we are able to determine that your tree has natural defects (bare areas without branch growth, dead branches, etc) we will pick up your tree and re-deliver another for free.
We do not offer refunds for broken branches, or other defects of that nature.
Your tree isn’t as big/small/skinny/wide as you thought it would be:
We guarantee the height of your tree to be at or over the height you ordered. If your tree is shorter than the tree you ordered, we will re-deliver for free.
If you have a problem with the way the tree looks (it is skinnier, fatter, shorter or taller than you imagined your ordered size tree would be) we will pick up your tree and re-deliver another for $54. We do not offer refunds for any of these reasons.
If your tree stand or other hardware breaks, we will provide you with a 25% discount good for purchase of the same item and will re-deliver for free. You will need to provide our delivery person with the broken hardware to receive the discount.
Changing Your Mind
We understand that sometimes mistakes are made. If you no longer want your tree we’re happy to help you out. We do have to charge a fee to cover our costs such as payment processing, marketing, labor, and holding inventory for your order. Here’s how that works:
To cancel, you must speak with a representative (and ask to cancel), or leave a voicemail/email asking to cancel.
If we hear from you within 10 minutes of your order, you’ll get a full refund minus a 10% transaction fee.
If you cancel more than 10 minutes after you placed your order, we’ll give you a 100% store credit, valid for next year.
This does not apply if we attempted to deliver your tree and you were not there to receive the delivery during your specified delivery time slot. If you miss your delivery and want to cancel, we can give you a 100% store credit.
Fees & Charges
Missed Delivery Re-Delivery Fee
If you aren’t home to receive your delivery, we have to charge a $54 re-delivery fee.
Perfect Tree Guarantee
If you signed up for our Perfect Tree Guarantee, you’ll have 12 hours from the time of your purchase to decide if you love your tree, or want a replacement tree delivered at no additional cost.
If you purchased our set-up or decoration service, and want a new tree, you will have to purchase those services again to have the new tree set up or decorated.
We can only offer the Perfect Tree Guarantee when we have more trees of the same size to give out. If we are out of the size tree you want to replace, the guarantee does not apply.