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?
 
