OPTION 1: Self-service online return feature

This option allows you to print your own Return Label and use the pre-paid UPS Return Service. If you would like to take advantage of this service, please follow these easy steps:

1. Click or tap on the “Start Return” button; you can find this in a number of places, including:
   • Shipping Confirmation Email
   • Delivery Confirmation Email
   • Order Details Page (Please have Order Number ready)
   • Order Locator Page (Please have Order Number ready)
2. From there, follow the instructions on the screen
3. During that process, the following instructions will be provided:
   1. Print the attached PDF that contains both your 'Return Authorization slip' and ‘Return Shipping label’
   2. Place the entire Return Authorization slip in your return package
   3. Affix the Return Shipping label squarely onto the address side of a flat surface on the package
      • Cover up any previous delivery address and barcode
      • Ensure that there are no other tracking labels attached to your package
   4. Take this package to a UPS location. To find your closest UPS location, visit the UPS Drop Off Locator or go to https://www.ups.com and select 'Drop Off'

OPTION 2: Easy Return Label (included with shipment)

Use the included UPS Return Service (RS) label for $8.95 (small packages) or the Return Service 5 (RS5) label for $14.95 (large packages) to return an item. Just follow these easy steps:

1. Complete the return and exchange form on the pack slip, and include it with the item(s) you are returning.
2. Affix the UPS Return Service (RS or RS5) label over the original shipping label, and reseal the carton. If your original package is unusable, please use similar packaging with sufficient protection so the item doesn’t get damaged during return shipping.
3. Drop the package at any UPS authorized shipping outlet, and retain the tracking number for your records.

Please note: The per package charge of $8.95 (small package) or $14.95 (large package) will be deducted from your total refund.

OPTION 3: We Can Email You a Return Label

Print a UPS return label from your personal printer for $14.95 to return an item. Just follow these easy steps:

1. Contact Frontgate Customer Service at (800) 436.2100 to have a UPS label emailed to you.
2. Complete the return and exchange form on the pack slip, and include it with the item(s) you are returning.
3. Affix the UPS Return Service (RS or RS5) label over the original shipping label, and reseal the carton. If your original package is unusable, please use similar packaging with sufficient protection so the item doesn’t get damaged during return shipping.
4. Drop the package at any UPS authorized shipping outlet, and retain the tracking number for your records.

Please note: The per package charge of $14.95 will be deducted from your total refund.

OPTION 4: Schedule a UPS Pick-up

Schedule a pick-up in the event you cannot bring your package to a UPS facility. A fee of $29.95 per package will be charged. Just follow these easy steps:

1. Contact Frontgate Customer Service at (800) 436.2100 to schedule a UPS Pick-up.
2. Complete the return and exchange form on the pack slip, and include it with the item(s) you are returning.
3. UPS will make three attempts to pick up the product. The UPS driver will provide and apply the return label. Please package your returned item with sufficient protection so it doesn’t get damaged during return shipping.

Please note: The per package charge of $29.95 will be deducted from your total refund.

OPTION 5: Return Shipping Via Carrier of Your Choice

Use the carrier of your choice to return an item. Just follow these easy steps:

1. Complete sections one, two and three of the pack slip, and include it with the item(s) you are returning.
2. Affix the pre-addressed return label or Frontgate order detail label provided with the pack slip over the original shipping label, and reseal the package. If your original package is unusable, please use similar packaging with sufficient protection so the item doesn’t get damaged during return shipping.
3. Affix the carrier’s shipping label onto your package.
4. Pay the carrier’s shipping charge for return shipping, and retain the tracking number for your records.

All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues is completed through an inspection upon our receipt of the returned item(s). Should you accept delivery and choose to return your item at a later date for any reason other than a manufacturing defect or concealed damage, shipping and handling fees are non-refundable and a minimum return pick-up fee of $100 or up to 10% of the order value (up to a maximum of $250) will apply.

Lighting issues can frequently be resolved with simple troubleshooting tactics. Please refer to the troubleshooting guide included with the merchandise or available online. (Please note: Warranty does not cover burned out bulbs or products that are damaged due to misuse or neglect or intentionally altered).

If you wish to file a warranty claim, please contact Customer Service at 888-263-9850. You may be asked to provide images of the defective part(s). These warranties apply to trees purchased after August 20, 2019. Warranty time period based on date of purchase.

For warranty information on trees purchased prior to August 20, 2019, please contact Customer Service at 888-263-9850.

For all items within the three-year warranty date with issues that cannot be resolved by troubleshooting:

• We may issue an exchange or replacement.
  Note: Original item must be returned within 30 days. If not, customer will be billed for the full purchase price of the tree.
• Exchanges or replacements will be for the same tree or as close to the original tree design and purchase price as possible.
• We may issue a credit toward a replacement tree if we cannot resolve the issue with troubleshooting or a direct exchange or replacement.

All non-defective Christmas merchandise purchased after September 1 must be returned before December 23 or within 30 days of purchase (whichever occurs later).

Due to the seasonality of our holiday items, part and product availability can change rapidly during the months of November and December, and we will make every effort to find a solution.