FAQs

Scheduling Your Delivery:

Where do you deliver? 
Please see our Delivery & Policies for more information on our radius and delivery pricing. 

My building requires a Certificate of Insurance (COI) for delivery.  Do you provide that?
Yes, you can purchase a COI while placing your order. You must view our Delivery & Policies page for instructions on how to request a COI in advance of your delivery window to allow time for us to process your COI with our insurance company. Please note that 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 to set up a new delivery date/time. If the order must be cancelled there will be a $50 cancellation fee. 
 

Delivery Window:

I purchased a tree delivery package but I’d like to change the day/time of my delivery:
Please contact info@nyctrees.com or (914) 809-0795 to change the delivery day/time of your order. Changes must be received prior to 5:00 PM the day before delivery. After this point, requests to change your appointment will be subject to a $50 rescheduling fee. Check out our Delivery & Policies page for more information on our cancellation policy.

How will I be contacted on the day of delivery?
You will receive an SMS message with a tracking link once our delivery elves are on the way to your specific location. Please make sure the contact phone number provided at checkout is a valid U.S. cell phone number so you are able to receive all day-of notifications. Check out the full details on our delivery communication process on our Delivery & Policies page. 

What happens if I miss my delivery time window?
If there is no answer at your contact phone number at the time of delivery, our team will leave a voicemail, wait five minutes, and will call a second time. If there is no answer on the second attempt, they will need to move on to their next scheduled delivery and 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. Check out our Delivery & Policies page for more details on the delivery and day-of communication process. 

Tree Concerns: 

How do I take care of my tree?
Please view our Tree Care tips and tricks for maintaining your tree.

My tree was delivered but it is too big / too small:
Please contact our customer service team at info@nyctrees.com or (914) 809-0795. Our team will arrange a day/time frame for a swap to replace the tree previously delivered for a tree that better fits your size needs once a $50 re-delivery fee payment is made. Additionally, if you choose to upgrade to a larger size tree, you will also be charged for the difference in price between your original tree and the new, larger tree price.

I’m not happy with my tree.  Will NYC TREES replace it?
Please see our Delivery & Policies page to view our tree swap policy. 

I already have my own tree stand. Can I use my own?
All our tree packages come with a tree stand. We require that all installations are done with our NYC TREES stands to ensure that your tree has been securely installed in a properly sized tree stand. If you'd like to donate a previously used tree stand, our drivers will take it back for you.

Lighting / Decoration: 

How long should I wait to decorate my tree?
Typically we suggest giving your tree 24-48 hours to settle before putting decorations on it, depending on the tree size. Smaller trees can be decorated sooner, larger trees need longer to settle. Basically 1-2 days.

What color lights are available?
All light sets are white, warm, incandescent, non-LED lights that come in boxes of 100 lights (which cover about 1.5 feet of a tree). No colored light sets are available.

I ordered a Lighting Services Installation package. When will you put the lights on the tree?
You will be emailed immediately after placing your order to schedule a separate lighting appointment. Lighting appointments must be at least 24 hours after your tree delivery appointment to allow tree branches to settle; we do not light or decorate trees on the same day as your tree delivery.

I ordered a Decorations Services package.  Do I also need to order lights?
No. All decoration packages comes with white, warm, incandescent, non-LED lights, ornaments, a star tree topper, and installation. 

I ordered a Decorations package and a removal package. Does the NYC TREES team take back the ornaments at the time of removal?
No. All lights/ornaments/topper purchased as part of a decorations package are now yours to keep. These are not rentals. If you also purchase a removal service, these lights/ornaments will need to be removed from the tree prior to our team’s arrival unless you upgrade your removal order. Our removal team does NOT remove lights/ornaments unless you pre-purchase that service. 

What decoration styles do you offer? 
We have two different colored decoration themes: Traditional Christmas (Red & Green) and Gold & Glamorous (Gold). 

I ordered a Decorations package. When will you put the lights / decorations on the tree?
For all tree sizes, decorations installation will require a separate appointment from your tree delivery appointment. You will be contacted within 24-48 hours of placing the order to schedule a separate decorations appointment.  Note: Decoration appointments must be at least 24 hours after your tree delivery appointment to allow tree branches to settle; we do not decorate on the same day as your tree delivery.

Removal & Recycling Service: 

I ordered tree removal. When will I be able to schedule a date / time for removal?
You will receive an email the week before Christmas with instructions to schedule your tree removal. Removals will take place Friday, December 27, 2024 - Sunday, January 12, 2025 (excluding Tuesday, December 31st, and Monday, January 1st, 2025) during the hours of 8am-11am, 11am-2pm and 2pm-5pm.

What do you do with the trees once removed?
Our team will take all trees to NYC Tree Recycling Centers.