Helpful Customer Service Information

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If you need an alternative to ordering from our secure internet store...

To place a mail order and pay by check or money order Find the product that you want, and click the "Buy Now" button on the item description page to place the product into the shopping cart and get the shipping charges. Print out the cart page, complete the Mail /Fax Order Form on line, print it out and mail it in. Go here for more information about paying for your order with a check or money order. If ordering by mail and paying by check or money order, you will receive an acknowledgement by e-mail after the order has been received. If paying by credit card, you will receive another e-mail confirmation after your credit card payment has been processed and approved. You will also receive a confirmation with the tracking number after the order has been shipped. If you do not hear from us within 10 days of mailing in your order, by all means, contact us. To ask questions about one of our products or inquire about availability before placing an order you can contact our product specialist by using this e-mail form. Be sure to include an e-mail address!

To place an order by fax Find the product that you want, and click the "Buy Now" button on the item description page to place the product into the shopping cart and get the shipping charges. Print out the cart page, complete Mail /Fax Order Form then fax your order toll-free to 1.888.809.0929.  We may call to verify the order before processing, so be sure to include your phone number and e-mail address on the order form. If ordering by fax and paying by check or money order that you will send in, you will receive an acknowledgement by e-mail after the payment has been received. If ordering by fax and paying by with a credit card, you will receive another e-mail confirmation after your credit card payment has been processed and approved. You will also receive a confirmation with the tracking number after the order has been shipped. If you do not hear from us within 10 days of faxing in your order, by all means, contact us. To ask questions about one of our products or inquire about availability before placing an order you can contact our product specialist by using this e-mail form. If you send an inquiry by fax please include your e-mail address!

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Order Processing Policies and Procedures...

How we process orders placed on our website Immediate quantity discount!  Purchase five or more products and we'll take 5% off instantly. The discount is deducted from the total of the items in your cart before shipping charges are added. Orders placed from our secure shopping cart and paid for with a credit or debit card are credited/debited immediately or to use e-commerce lingo In "real time." Payment processing is handled entirely between secured computers located hundreds of miles apart from one another - not on our premises.  Click here to see a graphical explanation of real time online payment processing . You will get a receipt by e-mail when the order is placed. No further confirmation of the order will be issued until the order is shipped at which time you will receive a tracking number by e-mail.  Click the following link to see a diagram of the online payments process.  Secure cart orders paid with a Paypal e-Check are held by Paypal for four days before they send us the okay to ship. Secure cart orders using payment with a PayPal linked credit card or from your Paypal account are credited/debited immediately In "real" time. Payment processing is handled entirely between computers located hundreds of miles apart from one another - not on our premises. Click here to see a graphical explanation of real time online payment processing . Paypal e-check orders are held four days until we are notified by them that the payment has cleared. You will get a receipt by e-mail when the order is placed. No further confirmation of the order will be issued until the order is shipped at which time you should receive a tracking number by e-mail. Phone orders paid with a credit or debit card are credited/debited by an agent after the order is taken. You will get a receipt by e-mail from the credit card processor when the sale has been approved. No further confirmation of the order will be sent until the order is shipped at which time you will receive a tracking number by e-mail. Mail or fax orders paid for with a check or a postal money order are held 20 days after the check is deposited for the payment to clear before shipping. You should receive an acknowledgement by e-mail after we receive the order.  For your protection we may ask you to verify /confirm a large order orders *($500+) by completing a credit card authorization form. The Form will be e-mailed to you along with a toll-free fax number. Order Fulfillment Go here for more detailed information about how we fill orders placed on our website. Order Cancellation Please use the "Live Chat" feature to notify us that you wish to cancel an order. Orders must be cancelled before 11:00 pm of the day it was placed. Otherwise, it will automatically ship. Go here for more detailed information about how we handle cancellations placed after an order is ready for shipment or already shipped.  TOP OF PAGE

Back Orders If an item is expected at one of our facilities within 5-10 business days after we sell out, it may not show on our site as out of stock or it will show as an item for which a pre-paid back order is available. If the product description page indicates that an item is out of stock or restocking at a future date and you place an order while the item is still out of stock, the order will be handled as a pre-paid back order. We will assume that you are aware of the back order status when you place the order and NO FURTHER NOTICE will be sent to you until the item has or is ready to ship. If we can fill the back order in a timely manner (usually 5-10 business days) we will place the order in the queue for shipping and notify you. Unless you cancel, it will ship out immediately after new stock comes in. If your order contains items in stock and items on backorder, we will notify you and give you the option to ship what we have/back order the rest, select a different, comparably priced item or cancel the order.  If the item has been discontinued or is not available for the season, we will notify you. You can substitute another item or the order will be cancelled and your payment refunded in full. We'll be happy to answer any question that you have and requests for a status update on your order. Use this form to ask us to check product availability before placing a special/large order of six or more of the same item. Pre-paid back orders are filled on a "first come, first served, date & time, pre-paid or not," basis. A pre-paid back order reserves the item for you. When you place your order, your card is credited/debited immediately in "real" time. ( Click here to see a graphical explanation of real time online payment processing .) We will enter your order in the queue for shipping. When the product comes in, your order will ship out automatically and you will get a tracking number by e-mail.  We appreciate your patience and understanding! :-) Inventory/Stock Availability Orders are processed on a "first come, first served, pre-paid or not" basis and inventory is updated at the end of the day after all of the orders have been received.  It is possible for the item to be in stock when you place your order but, actually out of stock or not available in the quantity that you want when your order is placed at the warehouse. In addition, if an item is expected at one of our facilities within 5-10 days after we sell out, it may not show on our site as out of stock or on backorder. During our busy season, (October 1 -December 31) we are constantly replenishing our inventory. During the months of January and February, our suppliers are replenishing their inventory and many products are not be available. If you place an order during that time, your card will be charged, the order treated as a pre-paid back order, placed in the queue for shipping and sent out automatically when the merchandise comes in. If you need your order by a specific date, please let us know the date by adding a  note in the "Comments" area of our cart when you place your order. Or follow up after ordering with a brief note. Remember that most of our products are seasonal. During the slow season (late February - late August) we do not stock large quantities of items which sell best at Christmas time. Please read our special order cancels/ returns/refunds policy before placing your order. Placing a Large or Special Order (6 Or More of the Same Item) Many of our trees, glass garlands and decorations are custom made, one-of-a-kind, have limited availability or ship from the vendor and therefore not stocked in a large quantity through our web store. Any order of 6 items or more of the same product is a special order. We prefer to check availability for you before you place a special order. All responses to product availability and inquiries are handled by e-mail. So, be sure to include the product number, your "need by" date, city/zip and an unblocked e-mail address on your inquiry. The product specialist will research your question and e-mail a response to you at the earliest opportunity. This is particularly important between October 1st and Christmas. We order from all our suppliers much earlier in the year and the item that you want may not be available in the quantity that you want during the holiday season. You will not be able to complete your order from our cart if the combined dimensional weight is over 99 lbs. On the shipping calculation page, UPS will send an error message saying "No quote is available". USPS will give an error message if the dimensional weight is over 80 united inches. If you are attempting to place an order for more than 6 of the same item and receive that error message, please email us for assistance. We can process your order by hand or send you a secure payment link. Please read our special order cancels/ returns/refunds policy before placing your order. TOP OF PAGE If you are ordering for a special event and need a large quantity ( 6 or more of the same item), we ask that you consider the following: Order one (or two) items to make sure it will meet your height, width, etc. requirements. It is better to see the product in person first. Then, if it turns out that the item will not work for you, it will be easier and cheaper to return. Please check with us for availability before placing a special order of 6 or more pieces of the same item. During the slow season (late February - late August), we do not stock large quantities of items that sell best at Christmas time. During the holiday season ( Oct.1 - Jan.31), the supplier may not have the quantity that you need. Be sure to include the item number, the quantity, your "need by" date and your city/zip in your inquiry. WE DO NOT RENT OUR PRODUCTS. If you are ordering a large quantity (6 or more of the same product) for a special event, plan in advance how you will dispose of them after the event is over. Returning them to us should not be your plan. :-) Notify us of your due date in the "Comments" area of the cart when the order is placed. That will help us to ensure that your order arrives in time. If you do not give us a due date and you return the order because it did not arrive in time, it will be handled as a special order return. If you can, place your special order three-four weeks before your event to allow us sufficient time to get your products in and out to you by ground shipping. Expedited shipping is based upon dimensional weight of the boxes and is double or, in some cases, triple the rate for regular ground shipping. Check the UPS delivery chart on our website to see how long it will take to get from our warehouse to your location, add 7 business days for us to get it in and plan accordingly. If you need your order within a few days or a week of placing it, please check with us for availability first! And, be sure to include your "need-by" date in the Comments area of the cart. Depending upon your location and the weight of the products that you order, our current shopping cart may not collect the full amount due for shipping. If the actual shipping charge is higher than the amount collected by our cart, we will send you the UPS shipping options for approval. The order will be held until we receive the entire amount due or your authorization to charge the extra amount. Please read our special order cancels/ returns/refunds policy before placing your order. Allow us additional response time during the busy season (Oct. 1 - Jan 31) as we must contact and hear back from the supplier. It is their busy season too! Provide as much detail as possible in your e-mail message and be sure to include the item number, your "need-by" date, current e-mail address, city and zip code. NOTE: Product availability information may not be available from the customer service vendor taking calls on our toll-free order line.

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Contacting Us For Customer Service...

Who to call for Customer Service? You are best served by using our Live Chat service or contacting us directly by using our Customer Service Request form. If you need to make an exchange or a return, please go here for instructions.  We endeavour to respond to all e-mails within 24-48 hours.  Did you send us an e-mail to which no one responded? AGGRESSIVE SPAM E-MAIL FILTERING: Unfortunately, unless our spam filter set fairly high we get 60-100 unwanted junk e-mail messages a day. Legitimate messages are also screened and occasionally some do not get through. This happens most frequently with AOL, EarthLink, Yahoo, Hotmail and UK customers using blueyonder.co.uk. It also happens when you send us an e-mail without a subject and a first and last name in the sender field. AOL, EarthLink, Yahoo, Hotmail, .gov, .edu and UK customers using blueyonder.co.uk also have the most difficulty receiving our replies and reject outright our shipment tracking notices. If you sent us an e-mail from your own e-mail account and did not get a response, it is very likely that your e-mail was blocked by our e-mail spam filter or that our response to your e-mail was blocked by the spam filter on your personal or corporate e-mail server. We encourage you to use the Customer Service Request form or other contact forms listed below to get in touch with us. However, you can send us an e-mail from your own e-mail account if you wish. Be sure to include your full name and the cart id order number in your request for information so that we can locate your order quickly and respond in detail to your issue or concern. We endeavour to respond to e-mails within 24-48 hours. Customer Service Information Read this for detailed explanations of our order processing policies and procedures. Comments To report a problem on the site, submit a general comment, "thank you", prayer request, helpful criticism etc., click the following link for the Comment form. Unsolicited commercial E-mail (SPAM) We do not send it. Period. We do not share our customers' e-mail or personal information with any other company unless it is needed by that company to fill your order. We share only what they need to know to get the order to you. We respect your phone number and will not put it on the shipping label unless you live in a remote area, have different "ship to/bill to" addresses on the order or your "ship to/bill to" is commercial.  If you receive an e-mail that you did not request, offering merchandise that we do not sell, with our return e-mail address please use this form to send us a copy of the e-mail and the header information (properties). We will trace the sender and report them to the proper authorities. TOP OF PAGE

Has My Order Been Shipped? As a rule, you will be notified by e-mail when your order is shipped unless it ships from a vendor or if the product is on back order. AOL, EarthLink, Yahoo, Hotmail, .gov, .edu and UK customers using blueyonder.co.uk also have the most difficulty receiving our shipment tracking notices. When inquiring about your order please include the "bill to" name and cart id order number. Otherwise, we will not be able to locate it in our system. We endeavour to respond to all e-mail within 24 hours. If you ordered fewer than six of a metal or artificial ornament tree, rotator, ornament stand: click the "Track Orders" button in the left column on our site. Enter your name or the e-mail address exactly as it appears on your order form. If you shipped the order as a gift, it may appear under the name of the person to whom the order was shipped. If you order crystal prisms, a glass garland, ornament hooks, ornament fixative, black rotating stand or custom decorated ornament tree: your tracking number will not show under the track orders button. It will be e-mailed to you directly from UPS after the order has been received by the shipping department at that facility. If you ordered a custom made ornament stand or heavy duty rotating stand: ( 25 - 50 lbs) use our Customer Service Request Form for further assistance. Please include your full name and cart id order number. We endeavour to respond to all e-mails within 24 hours. If you did not receive a tracking number, ordered more than four of one item or placed a special order: use our Customer Service Request Form for further assistance. TOP OF PAGE

Secure Shopping You can shop at www.ornament-trees.com with confidence. We have partnered with Authorize.Net, a leading payment gateway since 1996, to offer safe and secure credit card and electronic check transactions for our customers. Ornament Trees.com (http://www.ornament-trees.com) is registered with the Authorize.Net Verified Merchant Seal program. The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks. ( Click here to see a graphical explanation of real time online payment processing .) The company adheres to strict industry standards for payment processing, including: 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions. Industry leading encryption hardware and software methods and security protocols to protect customer information. Compliance with the Payment Card Industry (PCI) Data Security Standard. For additional information regarding the privacy of your sensitive cardholder data, please read the Authorize.Net Privacy Policy.  If you prefer, we can process your check or credit card transaction by fax or mail. Never, under any circumstances, e-mail anyone your credit card or checking account information. General e-mail is not secure. E-mails pass through many different e-mail servers and a copy is left on each one.

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USA Shipping Policies and Procedures...

Domestic Shipping Shipping of In stock merchandise delivery inside of the USA: Orders are shipped by UPS Ground to a street address only, (no post office boxes!) Monday - Friday. Shipping carriers do not move packages on weekends or Federal holidays. Our merchandise ships from warehouses all over the country. We ask all customers to allow 1-3 business days after your order is placed for processing before the order will be shipped. Expedited orders allow 24 hours minimum. Then, allow an additional 7-14 business days for delivery depending upon your location. Certain "ship from" locations do not have a daily UPS pick up. It may take 3-5 business days for them to process your order and 7-10 business days for delivery unless you select expedited shipping. If the items on your order ship from more than one location, we ship all items for the amount collected. If we collect excess shipping, (as occasionally happens with an order for a large quantity of a lightweight item) we will upgrade the shipping method on your order or issue a credit.  However, if you need expedited or international shipping, there will be a separate charge from each "ship from" location. We will notify you before shipping and hold the order for approval and payment. Go here for more information about how we process orders.   Go here for more information regarding how we handle gift orders. For more specific information regarding our shipping procedures, methods, etc. see our Shipping Policy. Go here for our UPS Delivery Area Map with shipping transit time, holiday order cut off dates.  See the link below for international shipping. Time Sensitive Orders: Many customers order our products for a special event (trade show, birthday gift, wedding shower, Mothers /Fathers Day, wedding, etc) or a gift. If your order is time-sensitive, check our UPS Delivery Area Map and choose expedited shipping with your order if needed.  Also, add your "need by" date in the "Comments" area of our shopping cart so that we can notify you if the order will not arrive in time. Using your own FedEx, DHL or UPS account for your order: Third party billing by FedEx or DHL is available. However, there is an additional $10 pick up/document processing fee charged by the warehouse. Since there is no way for us to remove the shipping charge from your order, if you use your own account, the shipping charge collected by our cart will be refunded minus the $10 fee. A signature will also be required at delivery. Permission to use your account and the company name, address and phone must be stated in writing in the "Comments" field on the order. An account number without a permission statement and business information will be ignored. Go here for more information. FedEx or DHL shipping is not available for ornament hooks, glass garlands, ornament fixatives, glass/crystal drops.  In stock Special Order shipment: allow 7-14 business days for order processing and 14-21 business days for delivery to you unless you request and complete the payment for expedited shipping. Go here for more information about how we process special orders. Go here for special order return policy. Post Office Boxes: Orders are shipped by UPS Ground to a street address only, Monday - Friday. Neither UPS, DHL or FedEx will deliver to a post office street address or a post office box. Therefore, we can not ship to a post office or post office box. Please supply your street address with your order. If you do not, we will make one attempt to contact you at the e-mail address supplied on your order. THE ORDER WILL BE HELD UNTIL WE HEAR FROM YOU which means, the item that you ordered will not be shipped or reserved for you. Go here for more information about how we process orders.   For more specific information regarding our shipping procedures, methods, etc. see our Shipping Policy.   Go here for our UPS map with Holiday Delivery shipping transit time and holiday order cut off dates. USA Military Shipping Military Locations: Only the United States Postal Service (USPS) delivers to military locations. For certain items, our current cart may not collect the entire amount due for shipping to overseas military locations. However, as our way of saying "Thank you" to our troops and military families, we will absorb the extra shipping charges for USPS shipping to military  zones 0, 8, 9 and military APO/FPO. Here is more specific information regarding mailing times for military packages. Pricing info is available at the USPS website. TOP OF PAGE Expedited USA Shipping Quotes At the present time, our shopping cart offers you the option of payment for UPS ground, expedited (Second day air or Next Day air) or Express USPS shipping for international customers. Please allow at least 24 hours for processing the order before it can be shipped. Expedited shipping is available Monday-Friday only. UPS does not normally deliver on Saturday or Sunday. If you live in Pacific, Mountain, Hawaii, Alaska, Atlantic time zones and are ordering after December 15th, expedited shipping is recommended. Orders are processed after 11 pm each day. Expedited orders are processed for shipping the following day. Most of the warehouses that we use will ship an expedited order as long as it is in their system by 9:00 am. Example, you order Tuesday, your order should ship Wednesday as long as it is at the warehouse before 9:00 am Wednesday. We ask customers to let us know when an order is needed by including the "Need by" date in the "Comments" area of our cart. We do so because we hate to disappoint you and will do everything that we can to ensure that your order is shipped to arrive in time for your event. Unfortunately, some customers have interpreted this to mean that expedited shipping is free. It is not. If you select ground shipping on your order and request expedited shipping afterwards, we must pull the order from processing and hold it until the expedited shipping charge has been paid. You can complete payment either by sending the information that we need after we contact you and authorizing the charge to your card or by a secure payment link. The order can not be processed until we hear back from you and payment for expedited shipping is completed. Expedited Shipping from Multiple Locations: our merchandise is shipped from warehouses all over the country. If you select expedited shipping for items that ship from two or more locations, (for example an ornament tree plus ornament hooks) we must charge for expedited shipping from each location. We will contact you for payment if the amount due exceeds the amount collected on the order. Dimensional Weight: UPS is now charging for the size of the box instead of the weight on expedited shipments. So, a 3 lb tree that comes in a box 17x10x10 could cost upwards of $100 to ship by 2nd day air. Our cart is set up to pull quotes directly from UPS based upon dimensional weight. If you request expedited shipping of an oversized item and, our cart does not collect the full amount, we will contact you with the UPS shipping estimate and hold the order until we hear back from you. We apologize for the inconvenience. For more detailed info on our shipping procedures and requirements, go here. The UPS delivery map is located here. Please use it to determine whether or not you should pay for expedited shipping when you place your order.  Expedited Drop Shipments: In some cases, we can have an item that is out of stock at our warehouse shipped to you directly from the supplier. The normal supplier turn around time on an order is 72 hours. There may be an additional "In Plant Rush" fee of $7.50 - $10.50 (as required by the suppliers) plus UPS expedited shipping fees if you request Next Day Air, Second Day Air or Three Day Select shipping of your order. TOP OF PAGE

International Shipping Policies and Procedures...

International Shipping Quotes Shipping to US International Destinations: Please allow 1-3 business days for processing, 30-90 business days for receipt depending upon where you live and the method of shipping that you selected. PLEASE, DO NOT USE A POST OFFICE street address or P. O. BOX on your order. Puerto Rico, Guam, Grenada, US territories will be by USPS Priority, Global International or Global International Express. UPS to these locations is surprisingly inexpensive and faster than the USPS with tracking. Order before October 1st to facilitate a timely delivery. Expedited shipping is recommended for Christmas orders placed after November 1st. The price/cost for international shipping can be obtained from the US post office website. Our shipping cost include warehouse processing fees and insurance. Shipping to the UK (Scotland, England, Ireland, Wales, Isle of Man), Western Europe, Canada, Australia, will be by USPS Global Priority, Global International or Global International Express. Please allow 1-3 business days for processing, 7-90 business days for receipt depending upon where you live and the method of shipping that you selected. We prefer to use UPS to deliver to Canada.  UPS to Canada is cheaper than US Postal Service, faster and with tracking. You can also select US Postal Service if you prefer.  Order before October 1st to facilitate a timely delivery. Expedited shipping is recommended for Christmas orders placed after November 1st. The price/cost for international shipping can be obtained from the US post office website. Our shipping cost includes Customs paperwork prep fees charged by the warehouse and insurance. None of our larger trees (40-108") can be shipped overseas by the post office because the boxes in which they are packed exceed the maximum post office girth requirements of 79 united inches ( length plus diameter). UPS, DHL and FedEx are available by third party billing only. If you have another carrier that you would like to use, please contact us before placing your order. Fees for all international shipments:  Please read our more detailed information regarding international shipping, located here. Things International Customers Need to Know: Go here for more detailed information regarding our international shipping.  Go here to get the website address for the postal service in your country.

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Get more information about our store and help with decorating your metal ornament tree...

Additional Tips for Navigating and Using our Website Products with red prices on our site are clearance merchandise and the price has been reduced. In some cases, the item has been discontinued by the manufacturer and is no longer available. Some are samples that we purchased to review and decided not to carry. All clearance merchandise is first quality unless otherwise stated. Sales of these items are subject to availability and not returnable. If we can not fill your order, your payment will be refunded or credited as appropriate. All sales of clearance merchandise are final - no returns. Any item with a description that is crossed out is usually temporarily unavailable or sold out for the season. Sold out items with the "Buy Now" button intact are either on back order or restocking at a later date or the following year. Sold out items with the  "Buy Now" button missing are discontinued and no longer available.  E-mail us to request a check for availability. We'll be happy to let you know if and when a sold out item will be available again. This symbol sits next to the price of products for which shipping carriers charge an extra fee because of the box size - regardless of the actual weight. For example, the actual weight of our Dove family photo tree is 6 lbs. However the tree arrives assembled and the box in which it ships is over 22" wide. UPS calculates the dimensional weight to be 30 lbs. The post office may not accept it at all if the total box dimensions (Length+width+heightx2) exceed 84". When you calculate the shipping cost, the dimensional weight of the item will show and shipping will be calculated at that rate. "Advanced order recommended" identifies products that are popular with our customers but, in short supply from the manufacturer. These products are either custom made or imported and take 2-6 months to arrive stateside. When you place your order, your card is credited/debited immediately ( in real-time) and the order is considered to be a pre-paid back order.  Why? Back orders are filled on a "first come, first served, date & time, pre-paid or not," basis. A pre-paid back order reserves the item for you. We will keep you informed of the status of your order and let you know if there is a problem. If the order can not be filled we will notify you and your payment will be refunded in full. If you cancel the order before it is shipped, your payment will be refunded in full. We'll be happy to answer any question that you have and requests for a status update on your order. Which method of contacting us gets the fastest response?  E-mail is checked and answered several times a day. Phone messages are checked once a day if we have available staff. TOP OF PAGE

Disclaimers Regarding Pricing and Product Appearance Product Appearance: Since we know you can not see first-hand the lovely products in our store, we try very hard to make sure that the descriptions are accurate, detailed and complete. However, we reserve the right to make a mistake once in a while. :-) We can not control or accept responsibility for a mistake made by a supplier in their product pricing or descriptions or changes made to a product of which we are not aware. We do not expect our customers to perform "quality control" for us. However, It would be extremely difficult (and costly) to have every item that we carry inspected before it is shipped into or out of a warehouse. However, we will do our best to correct any error or replace defective merchandise - at no additional charge to you. Drop us a line if you receive an item that differs greatly from the photo or description posted on our site. Go here to read our return policy. Errors, Corrections, Omissions: Adjustments or corrections due to errors or omissions can be made to our website and the Internet store at any time. These adjustments include pricing, shipping cost and methods, details and product descriptions, discontinued products not marked as such, structural changes to a product made by the manufacturer of which we are not aware, products that are sold out due to unexpected heavy demand, errors in typing or incorrect photo, dimensions or pricing shown with a product. Product Colors: Due to variations in brightness, contrast and the color balance settings of computer monitors, we cannot guarantee that the color you see on your screen will be an exact match for the color of any product in our Internet store.   TOP OF PAGE