Ordering & Shipping FAQ
What happens after I place my order AND When will I receive my order?
Step 1 - Order is Placed - We will confirm receipt of your order via an email confirmation. This contains essential information including your order number which is how we identify your order. This email also contains a link to your order status page which our customer support team will use to provide processing details and updates if needed.
Step 2 - ChristmasTreeHill.com will Process your Order & Prepare for UPS, FedEx, or USPS Pickup - Once we receive your order, we will begin processing your order. Allow at least 3 to 8 business days (Monday-Friday) for your order to process and ship out of our Christmas Tree Hill Distribution Facility in York, PA 17403. Please note collectibles, limited edition product, and other specialty and seasonal product may require extra time to retrieve from other Christmas Tree Hill locations and consolidate at our York, PA Distribution Facility before we can ship your order. We will process your payment only when your entire order is ready to ship. After payment and order processing is completed, your order is picked up by UPS, FedEx, or USPS for delivery to your ship-to address.
Step 3 - Order Delivery to Your Ship Destination by UPS, FedEx, or USPS - You will receive a Tracking Number in a Shipment Notification email from Christmas Tree Hill. Once the order leaves our Distribution Facility, you can view the shipping progress via UPS, FedEx, or USPS tracking on their websites. To track orders shipped, visit our Track an Order page for UPS, FedEx, or USPS Tracking links.
For additional information on transit times for UPS, FedEx, or USPS, use the links below. We ship from York, PA 17403 and your ship date is the day you receive the shipping confirmation email with your tracking number.
View UPS Ground Transit Times.
View FedEx Ground Transit Times.
View USPS Priority Mail Transit Times.
If you are viewing USPS's tracking and have further questions, view USPS's responses to common requests such as package not received or delivered, missing package, or where is my package and other tracking statuses.
If you need more detailed information or alerts on when a USPS package is arriving, sign up for Informed Delivery by USPS, which is a service USPS provides at no charge.
Important Customer Service Information: If you have a question or need customer service, please send us an email with the details of your question or issue to service@christmastreehill.com and we will respond as soon as possible. If you wish to place an order, please place your order online. To ensure we respond to customer service inquires in a timely manner, we will only be responding to emails to service@christmastreehill.com. We are unable to respond to toll-free phone inquiries or voice messages due to heavy call volumes. We appreciate your business.
When will an out-of-stock item be back in-stock?
Shipments arrive weekly, and we work to restock our items as quickly as possible. However, we are unable to provide specific arrival timelines nor guarantee when items will arrive due to the nature of the products that we sell including collectibles, limited edition product, other specialty and seasonal product, and other factors onside of our control.
We use the availability section on each item page just below the price to communicate the stock situation. Please bookmark the out-of-stock item page(s) that you are interested in and check back on that page for the latest availability. We typically update availability once a week. If an item is still on the website, we do expect it to return at a future date. If we remove an item from the website, it has been discontinued and will not be in-stock again.
Emails sent to service@christmastreehill.com regarding in-stock updates or asking for specific detail on timelines will receive a reply that echoes the above information. From October 1 - December 31, we may be unable to respond to emails asking for stock updates or "when will this arrive" updates due to the high volume of orders that we process and ship every day.
Do you offer any coupons or free shipping?
We do offer coupons from time to time, but we do not offer any site-wide coupon or free freight deal. To stay in touch on future promotions, please visit our Stay In Touch page on ChristmasTreeHill.com.
Additionally, we do not work with or partner with any Coupon or Promo Code Websites. Coupon or Promo Codes from any websites other than www.christmastreehill.com are not valid. Only coupon codes sent via email or posted on our website are valid and can be used during checkout.
How can I pay for my order?
Pay by Card: We accept Visa, Mastercard, Discover and American Express.
Pay using PayPal: We accept PayPal payments using the PayPal Express option at checkout.
Pay by Check: We also accept checks via mail. Please email us at service@christmastreehill.com for more details.
Alternate Form of Payment may be Required: We may require prepayment by check or Paypal on certain orders. We will notify you via email if this is required.
Store Credit Slips & Christmas Tree Hill Gift Cards: Unfortunately, store credits and brick-and-mortar store-issued gift cards can not be used on website purchases. They may be used in one of our beautiful store locations.
Does ChristmasTreeHill.com use encryption to protect my information?
Yes. All ChristmasTreeHill.com pages including the Shopping Cart using industry-standard TLS encryption so that all of your information is protected from the moment you arrive to the moment you checkout.
How will my order ship and how much will it cost?
All orders will be shipped by UPS, FedEx, or USPS Standard Shipping, unless otherwise specified. The following shipping charges apply to orders shipped with Standard Shipping option within the continental U.S.A. Please note that the charges listed below are minimum estimated charges for each order total range. Charges vary based on shipping destination and the dimensional weight of the shipment.
| Merchandise Total | Shipping Charge |
|---|---|
| $0.00 - $19.99 | Starts at $9.95 |
| $20.00 - $39.99 | Starts at $9.95 |
| $40.00 - $49.99 | Starts at $9.95 |
| $50.00 - $99.99 | Starts at $9.95 |
| $100.00 - $149.99 | Starts at $9.95 |
| $150.00 - $299.99 | Starts at $9.95 |
| $300.00 - $400.00 | Starts at $9.95 |
| Over $400.00** | Starts at $14.95 |
Review address and email info very carefully prior to confirming order. Email us immediately if you discover you have incorrectly entered shipping address information prior to receiving our Shipping Confirmation email.
Additional shipping charges may apply. Should any additional charges apply to your order, we will notify you via email and hold the shipment until you approve the additional charges.
Alternate form of payment may be required. Should an alternate form of payment be required for your order, we will notify you via email and hold the shipment until we are provided with further instructions.
Signature upon Delivery may be required in order to ensure that the designated receiver receives the order.
International shipping rates, applicable tariffs and duties apply to all orders shipped outside the Continental 48 United States and are not refundable.
Do we ship internationally?
Go to the International Orders page >
Do we ship to Alaska or Hawaii?
Go to the Hawaii & Alaska Orders page >
What should I do if my package appears to be missing, lost or stolen?
After Christmas Tree Hill ships your order, you should expect to receive 2 emails from service@christmastreehill.com, a shipping notification email (your order has been shipped) and a delivery notification email (your order was delivered to the ship-to address on your order confirmation). These emails are sometimes caught in email spam filters, so please double-check your spam/junk folders.
If you determine after reviewing the UPS, FedEx, or USPS order tracking page that your package is stuck in-transit, lost, or showing as delivered and you do not have the package(s), please follow the below instructions based on the carrier that delivered your shipment:
USPS: Contact your local USPS post office as they will be able to confirm that your package was in fact delivered. USPS requires a grace period of 7 days after the delivery date to start a missing mail or lost package search. If you haven’t received your package with this 7-day period, please contact us at service@christmastreehill.com. Please visit the USPS Missing Mail page for more information on USPS Missing Mail
FedEx: FedEx can start a lost package search 24 hours after your delivery notification. If you still haven’t received your package within that timeframe, please contact us at service@christmastreehill.com.
UPS: UPS can start a lost package search 24 hours after your delivery notification. If you still haven’t received your package within that timeframe, please contact us at service@christmastreehill.com.
Missing package searches usually take 1-3 business days to complete. If successful, your package will typically be delivered within 1-7 business days. If unsuccessful, we will notify you of the next steps (if any). Please understand that we are unable to ship out replacements or reship a missing package until the missing package search is completed by the carrier, as packages are typically found and delivered.
Christmas Tree Hill is not responsible for lost or stolen packages once the shipment leaves our facility. Christmas Tree Hill is not responsible for replacing lost or stolen packages or covering the costs of any future orders to replace a lost or stolen package.
How do return an order or item?
