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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 $99.99 within the following areas: 

  • Manhattan, Bronx, Brooklyn, and Queens: The cost of delivery is included in the cost of your tree package.
  • Staten Island, Westchester, and New Jersey: There will be an additional delivery fee of $75 added upon checkout. If you select to purchase removal services, there will be an additional $75 removal fee.
  • 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 5pmET the evening prior**. (Subject to availability.)
  • Trees 12ft and larger: Orders for trees 12ft+ can be scheduled for delivery a minimum of 48hrs after the order has been placed.
  • If you order a decorations and/or lighting package, this does NOT happen on the same day as your tree delivery.

Same Day Delivery: 

  • Same-day delivery is available in Manhattan only for an additional fee of $75 (subject to driver availability). If you’re interested in a same-day delivery please call (914) 809-0795 or email info@nyctrees.com our customer service team.

**If your building requires a Certificate of Insurance (COI) for delivery, you will order that during checkout. You will get an email immediately after placing your order with instructions of where to upload your COI sample from your building. Please refer to the COI section below as we require at least two business days between the time of order and the time of delivery for us to secure your COI with our insurance company. 

Delivery Windows:
Our team of elves will be busy delivering trees seven days a week from Monday, November 18 - Monday, December 23, 2024 (*excluding Thanksgiving). Delivery appointments will be scheduled in the following 3-hour 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) 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 exact 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 (once they have initiated your delivery). 

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 home. 

Our team will phone the phone number you provided if assistance is needed to gain entry to your home or 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 on the second attempt, our team will move on to their next scheduled delivery. There is 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 $25 fee. You will need to add this to your cart at the time of tree purchase. Our team will need a minimum of two business days to process the COI request. You will get an email immediately after placing your order with instructions of where to upload your COI sample. 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, you will need to request a sample COI from them with their specific requirements. We must have that information in order to process your COI. 
  2. At the time of placing your order, please add the COI request to your cart for purchase.
  3. When selecting your delivery window, please allow for a minimum of two business days between the time the order is placed and the time of your desired delivery to allow enough time for us to secure the COI from our insurance company prior to delivery. 
  4. You will receive an automatic email requiring action on your part to submit your COI. If you have questions regarding COI requirements contact info@nyctrees.com. After we receive the sample from you, our insurance team will process your request (can take 1-2 business days) and we will email your your official COI that you pass along to your building. Your COI is good for delivery and removal services.

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 delivery and/or removal 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 / removal window will be fully refunded.  
  • Order cancellations made between 48hrs - 24hrs before the start of your delivery / removal window will be subject to a 25% cancellation fee. 
  • Order cancellations made less than 24hrs before the start of your delivery / removal 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 from us, contact us 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, 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 7 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 7 days. 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. 

Removal Windows:
If you purchase removal services, our team of elves will be busy removing trees seven days a week from Friday, December 27, 2024 - Sunday, January 12, 2025 (*excluding December 31st and January 1st). Removal appointments will be scheduled in the following 3-hour windows, subject to availability: 

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

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

 

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