Order Help

What is your return/exchange policy?

If you are not completely satisfied with your Balsam Hill™ purchase, you can return or exchange eligible non-perishable product within 30 days of receipt or prior to December 25 (whichever comes first).

Return (Non-perishable): Once the item has been shipped back to us, we will process your refund less any applicable shipping label fees. For your convenience, we provide pre-paid return shipping labels for a fee of $25 per tree box and $10 per box for all other products. These fees are waived in the case of a damaged or defective product.

Perishable items are not eligible for return. Perishable items include dried and fresh greenery items. Upon receipt, please inspect your purchase and notify us of any damage within 3 days of receipt. Please do not return it to us. Instead, please contact our Customer Service team and we will be happy to find a solution to your problem.

Exchange: If you are exchanging your item for an item of lesser value, a small exchange shipping fee will be assessed. If you are exchanging for an item of equal or greater value, the exchange shipping fee will be waived. Please note perishable items are not eligible for exchange.

Though we suggest that you use our prepaid shipping labels for the most seamless return process, you may use alternate shipping labels at your own cost. If you use a different shipment method, please make sure to send your item to the correct return address and contact us with your return tracking information to expedite your refund. If you do not provide us with tracking information, it may take up to 14 days of the item being received back at our warehouse for your refund to be issued.

Please note that we reserve the right to reject items that are ineligible for return, and/or to assess an additional return fee. Products ineligible for return include personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorized. Additionally, all delivery refusals will be charged a $75 per box service fee.

Please don’t hesitate to contact us for assistance in returning items, or for any further questions or concerns.

How or where do I return my item?

If your Balsam Hill™ product is eligible for return, please contact us and we will provide you with prepaid return shipping labels and a Return Merchandise Authorization (RMA) number. All returns must be sent to our designated Balsam Hill™ Return Center or our independent returns center in Canada. Returns sent to any other addresses may be refused or will incur an additional handling charge of $75 per box.

Balsam Hill™ Return Center
221 S Franklin Rd., Suite 500
Indianapolis, IN 46219

Astral Logistics Inc.
5605 Timberlea Blvd.
Mississauga, ON, Canada
L4W 2S4

Depending on bank processing times, you may see the return credit in your account within 3 business days of the credit being issued, but it can take up to 30 days after receipt of your return for the credit to appear on your financial statement.

What if part of my order is missing or incorrect?

If your tracking number shows that your package was delivered but you did not receive it, please check around your home and with any neighbors who may have received your item. If you still cannot locate it, please contact us so we can coordinate with the shipping carrier to locate your package.

If you believe that part of your order is missing or incorrect, please open all packages to examine the contents and see if multiple items were shipped in one box. Please contact us for assistance with your missing or incorrect orders. We apologize for any inconvenience.

What if my product has an issue?

Balsam Hill is committed to providing beautiful, high-quality products. If your tree has an issue, it can often be resolved with a few quick troubleshooting steps. You may also contact us for further assistance from our team.

What is your warranty policy?

You may find our warranty policy here or contact us for any questions.

How do I place a warranty claim?

If your product appears to be defective or damaged, please contact us via phone or live chat with your Order ID and associated email address so we can immediately remedy the issue or place a warranty claim, if eligible. Please note that we cannot service warranty over email.

What forms of payment do you accept?

During the checkout process, you may choose any of the following payment options:

• Credit/Debit Cards from Visa, Mastercard, Discover and American Express
• PayPal
• Apple Pay (on compatible iOS devices)
• Buy Now, Pay Later with PayPal

Do you charge sales tax?

We are required to collect sales or use tax on orders shipped to:

If you are in Alabama, we have collected (or will collect) the simplified sellers use tax on your purchase(s) and the tax will be remitted on your behalf to the Alabama Department of Revenue. Our program account number in Alabama is SSU-R010108533.

Canadian customers are required to pay Canadian sales tax at the time when their purchases are imported into Canada. We will collect an amount from you at checkout which we will provide to your customs broker to remit on your behalf.