Frequently Asked Questions
Order Help
- What is your return/exchange policy?
- How or where do I return my item?
- What is your warranty policy?
- How do I place a warranty claim?
- What forms of payment do you accept?
- How do I use a coupon?
- What if part of my order is missing/incorrect?
- How can I purchase with Afterpay?
- Do you ship directly from Canada or does my order come from the US?
- Is pricing shown in Canadian dollars or US dollars?
Order Tracking & Shipping
- How do I track my order?
- What is my order status?
- When can I expect my product to arrive?
- What shipping options do you offer?
- Can I change or cancel my order?
- How do I provide my return to the carrier?
Customer Service
- How do I contact Balsam Hill?
- How do I post a review for an item?
- What if the price of a product I purchased is reduced?
- How do I subscribe to your email list?
- How do I unsubscribe from your email list?
- Are there scams on the internet and social media impersonating Balsam Hill and its authorized partners?
Pricing and Billing
- What are my payment choices?
- How can I purchase with PayPal's Buy Now, Pay Later option?
- How can I purchase with Afterpay?
- When will my credit appear on my account?
- When will my credit card be charged?
- I have a question on my charges.
- I need a copy of my receipt/invoice.
- What if I miss the end of a sale?
- What if the price of a product I've purchased is reduced?
- How do I use a coupon?
Product Questions
- What if the item I want is out of stock or "coming soon"?
- Are your products safe for children and pets?
- Do you have replacement parts available?
- What should I do if I can’t find my assembly instructions?
- How do I include a gift message with my order?
- What if my product’s lights aren’t working properly or I have a different issue?
- Does Balsam Hill make sustainable Christmas trees?
- What are the differences between trees marked reNEW and original Balsam Hill trees?
- Does Balsam Hill offer recycling for Christmas trees or Christmas lights?
Balsam Hill Studio
- What is Balsam Hill Studio?
- Can I purchase Balsam Hill Studio Ornaments online?
- Can I purchase Balsam Hill products at a Balsam Hill Studio store?
- Can I return my Balsam Hill products to a Balsam Hill Studio store?
- What is the return/exchange policy for Balsam Hill Studio?
- Do you accept coupons from BalsamHill.ca at the Balsam Hill Studio store?