PRODUCT INQUIRIES

How do you measure the height and width of each tree?

The height includes the stand and is measured from the floor to the tallest tip of the assembled tree. The width is measured from one end to the other at the widest point of the fully assembled tree (diameter). 

Do the trees widths vary?

Christmas Tree vary in width, depending on the style of tree. Each product page on our website offers the specific item's dimensions!

What's the distance of the bottom branch from the floor?

That depends on how the tree is shaped, the bottom branches will be approximately 9"-14" inches from the floor.

Are Christmas Tree trees able to hang heavy ornaments?

Yes, all our trees are reinforced with steel and are outfitted to hold heavy ornaments.

Are Christmas Tree flame-retardant?

Yes, Christmas Trees all its trees with top-grade flame retardants.

How are lights attached to a pre-lit tree?

All of our lights are professionally hand-strung to minimize any appearance of wires.

Is it easy to assemble my Christmas Tree?

All of our trees come with instruction manuals for easy assembly. The complete unboxing and assembly process normally takes 1-2 hours, including the shaping of the branches.

What do I do if I need a broken part of my item replaced?

Your tree may be covered under our 2 year, limited warranty! Please contact our customer service team at [email protected], for further assistance.

Where are our products manufactured?

Our products are manufactured in China

What type of lights do you use?

Our lights are warm white LED lights, with a life expectancy of 25,000 hours. If one bulb goes out, the rest of the strand will still remain lit!

What material is the flocking on your trees made of, and is it safe for children and pets?

Our flocking is made up of a cotton based material.

What is the difference between the King, Queen and Prince flock trees?

The King and Queen trees contain a blend of PE and PVC, while the Prince tree is 100% PVC.

Additionally, the Queen trees are wider in diameter and have a triple headed tip (its leaves flare out into 3), where the King trees have a single headed tip.

What do I do if I am experiencing an issue with my Christmas tree lights?

Contact our customer service department at [email protected]

Can your trees be used outdoors?

Our trees are not meant to be used outdoors.

What is a Power Pole?

For trees without the Power Pole, each of its sections' wires must be connected to one another. Trees which include the power pole, already have these wires connected. It’s a matter of simple convenience, however the quality of the trees are the same!

What does quick shape mean?

Quick shape is when the branches have memory wire and need minimum effort to shape.

SHIPPING

Is there free shipping on all Christmas Trees?

Yes, we offer free shipping on all of our products *Speciality items and larger trees might have additional shipping fees.

When will my order ship?

Orders are typically fulfilled within 24 business hours of being placed. *Unless stated otherwise on the product page on our website.

ORDER INQUIRIES:

Do we sell our items at any store locations?

At this time, our products are only available for purchase on the Christmas Tree website.

Am I able to change the address my order was placed under?

Kindly reach out to our customer service team at [email protected] or 7576693162.

Am I able to change items if I already placed my order?

Kindly reach out to our customer service team at [email protected] or 7576693162.

Am I able to cancel my order?

Kindly reach out to our customer service team at [email protected] or 7576693162.

PAYMENT/PRICES/SALES

How do your coupons work, and do you price match for sales/promotions?

Eligible coupons may be applied at checkout. Please note that only 1 coupon is able to be used towards a single purchase.

What forms of payment do we accept?

Visa, Master Card, Discover, American Express

RETURNS AND REFUNDS:

Where am I refunded to, and how long until I see the refund on my end?

Your refund will go back towards the original payment method used at checkout. Please allow up to 14 business days for this to reflect on your end.

What is your return/exchange policy?

Christmas Tree products (exclusions may apply**) are eligible to be returned/exchanged within 30 days of the order being delivered.
Returns/exchanges can't be made after December 20th.
Any return/exchange initiated before that date must be in transit by December 20th of that year to qualify.

Although Christmas Tree offers free shipping for all products (exclusions may apply), there is a shipping fee for returns. This fee is determined per item.

For exchange orders, there is no shipping fee deducted.

All returns/exchanges MUST be authorized on our end, to be accepted back at our facilities.

**Unfortunately, we are not able to accept any returns that are not in its original KOC packaging.
**Any “open box” items are final sale and not eligible for return.
**We do not accept returns for trees 15ft and above.

How do I return my item?

To initiate a return/exchange for multiple box orders, kindly reach out to a KOC representative via phone (7576693162) or email ([email protected]).

TREE STORAGE AND ASSEMBLY:

How do I store my tree?

Our KOC trees should be stored in its storage bag, and preferably placed back in its original packaging. Please store in a cool, dry area as any moisture or humidity may affect your tree.

How do I assemble and shape my tree?

You can find detailed instructions in the manual that came with your tree, as well as our instructional videos!

How do I disassemble my tree?

When disassembling the tree, use special care when removing the sections. Please make sure that all lights have been disconnected. When removing the sections, we suggest to have two people involved, one on either side of the tree. Once disassembled, shape the branches upwards, (similar to how they looked upon arrival) and then place it into the appropriate storage.