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Contact

‪(914) 809-0795‬

info@nyctrees.com

DELIVERY SERVICE & POLICIES

Delivery Radius: Do you deliver to my address? 
Delivery is only available for orders over $79.99 within the following areas: 

  • Manhattan, the Bronx, Brooklyn, and Queens:  The cost of delivery is included in the cost of your tree package.
  • Staten Island, Long Island, Westchester, or New Jersey but still within our delivery radius: There will be an additional delivery fee of $75 added upon checkout.
  • You can confirm if we deliver to your zip code by typing in your zip code in the finder at the top of our homepage.
  • If your address falls outside our delivery radius or for special circumstances and/or large orders, please contact us at info@nyctrees.com for assistance. 

Please note that additional fees for service outside the standard delivery radius will also be collected for removal service.

Delivery Turnaround: How soon can my tree be delivered?

Standard Delivery: 

  • Trees under 12ft tall - Orders can be placed for next day delivery until 8pm the evening prior**. (Subject to availability.)
  • Trees 12ft and larger - Orders for trees 12ft+ can be scheduled for delivery 48hrs after the order has been placed.

Same Day Delivery: 

  • Same day delivery is available in Manhattan only for an additional fee of $75.  If you’re interested in a same-day delivery please call (914) 809-0795 to speak with our customer service team. Pending tree availability and schedules, we will do our best to accommodate.

**If your building requires a Certificate of Insurance (COI) for delivery, please order that during checkout. Please refer to the COI section below as we request at least 2 business days between time of order and time of delivery to secure your COI. 

Delivery Windows:
Our team of elves will be busy delivering trees 7 days a week from November 19th - December 23rd (excluding Thanksgiving)*. Delivery appointments will be scheduled in 3hr windows, subject to availability. 

8:00am - 11:00am 
11:00am - 2:00pm
2:00pm - 5:00pm
5:00pm - 8:00pm
8:00pm - 11:00pm

*Please note that deliveries in our extended radius (i.e. New Jersey, Staten Island, Westchester, and Long Island) may have restricted delivery days / timeslots. These restrictions will be noted at checkout when you are selecting your delivery date/time.  

Delivery Process:
Please make sure that the contact phone number provided at checkout is a valid U.S. cell phone number to allow you to receive all day-of delivery notifications. Please be reachable at this number for the full duration of your delivery window.  The day-of communication process will be as follows:

 

Stay up-to-date with the status of your delivery:

1. When our delivery elves are on the way to your location, you will receive an SMS message with a tracking link at the contact phone number you provide at checkout. 

2. Using this link you will be able to view the location of your driver and estimated time of arrival in real time. 

3. You will receive another SMS message when the driver has arrived at your location.  We ask for your patience - sometimes it can be tricky to find parking! 🎅

4. Our team will give the tree a fresh cut and prep it in the tree stand before bringing it into your building. 


Our team will phone the contact number if assistance is needed gaining entry to the building. If there is no answer they will leave a voicemail. The team will wait five minutes and call the number again. If there is no answer for the second attempt, our team will move onto their next scheduled delivery. A new delivery date / time will need to be coordinated with our customer service team. There will be a $50 re-delivery fee to schedule a new delivery appointment or a 50% cancellation fee to cancel the order. 

Certificate of Insurance (COI):
If your building requires a COI for delivery, NYC TREES will provide one for a $5 fee. You will need to add this into your cart at the time of tree purchase. Our team will need 2 business days to process the COI request. To request a COI, please follow the steps below to ensure a seamless delivery process:

  1. Check with your building if a COI is required. If so, please request a sample COI from them with their specific requirements. 
  2. At the time of placing your order, please add-on the COI request to your cart for purchase.
  3. When selecting your delivery window, please allow for a minimum of 2 business days between the time the order is placed and the time of delivery to allow enough time to secure the COI prior to delivery. 
  4. You will receive an automatic email requiring action from your part to submit your COI. If you have questions regarding COI requirements to info@nyctrees.com. After we receive the sample from you, we will reply with the official COI to pass along to the building. 

Please note: If our team arrives for a scheduled tree delivery and is turned away by the building because a COI has not been requested in advance there will be a $50 re-delivery fee.

Cancellation / Rescheduling Policy:

Order Rescheduling:
Any changes to your appointment date/time must be made before 5:00 PM the day prior to delivery by calling (914) 809-0795 or emailing info@nyctrees.com. Reschedule requests after 5:00 PM are subject to a $50 rescheduling fee. 

Order Cancellation:

  • Order cancellations made prior to 48hrs before the start of your delivery window will be fully refunded.  
  • Order cancellations made between 48hrs - 24hrs before the start of your delivery window will be subject to a 25% cancellation fee. 
  • Order cancellations made less than 24hrs before the start of your delivery window will be subject to a 50% cancellation fee. 

Returns & Refunds Policy:

Refunds:
Due to the nature of our seasonal business we can not offer refunds on live trees. Please remember that your tree is a living thing and no two trees react the same once cut from the fields and brought into a warm interior environment. If you feel that your tree is really not up to the quality you expected then please inform us within 48 hours and let us know your concerns. We may ask you to take photos of the tree which will allow us to resolve the problem quickly and efficiently.

 

Cut Christmas trees are perishable items – all trees, even premium grade Fraser Firs that deserve Capitalization, will dry out and shed their needles eventually. How long a given tree lasts will depend on various factors such as the amount watered, heat and humidity, but ultimately trees are natural products and the longevity of ‘freshness’ will vary from tree to tree. Even a tree that is well looked after may dry out and droop a bit quicker than expected. Unless this degradation is extremely unusual or rapid, then we cannot provide refunds.

 

Please note that minor damage to branches, particularly lower branches, can occur during transit and is not cause for a return/refund unless it causes significant detriment to the overall quality of the tree.

 

Returns:
Our trees are cut to order, so cannot be returned. If there is a genuine issue with the tree itself, such as the wrong tree being sent or where there is significant damage to the tree rendering it unfit for purpose, we will look to resolve it with a tree replacement or swap. If the rare occurrence of a stubborn tree that refuses to drink and there is obvious rapid degradation your tree will be swapped out with another tree for free within 10 days after delivery. Due to the many factors in play and the fact that the tree is cut from its roots at the farm and is perishable, we can no longer swap your tree after 2 business weeks. If you wish to order a new tree after this point we can remove the old tree for free and sell you another tree at a 50% discount. 
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