FAQs

Key Highlights:

• If you purchase a lighting or decoration service, that is a separate appointment and does NOT happen at the same time as your tree delivery. See below for detailed information.
• If you select 8am-11am, your building MUST be available for deliveries starting at 8am. Due to our optimized routing software, our delivery windows can't be shortened to just 9am-11am, no exceptions. See below for detailed information.
• Customers MUST be home during the entire delivery window. You will receive a text message on the day-of when the driver is on the way to your exact location. Your driver could be one minute away or one hour away; it all depends on their delivery schedule created by our optimized routing software. See below for detailed information.
• If your building requires a COI, we require two business days to process before your tree delivery date. See below for detailed information.
  

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'll need to add a COI to your order at checkout. 

We must receive your sample COI at least two business days before delivery to process it with our insurance company. See our Delivery & Policies page for instructions.

If our team arrives and is turned away because a COI wasn't arranged in advance, there is a $50 re-delivery fee. If the order is cancelled, $50 cancellation fee applires. 

Delivery Window:

I purchased a tree delivery package but I’d like to change the day/time of my delivery:
To change your order, contact info@nyctrees.com or (914) 809-0795 by 5:00pm the day before delivery.  After that, a $50 rescheduling fee applies. Review our Delivery & Policies page for cancellation details.

How will I be contacted on the day of delivery?
You'll get a text with a tracking link when the delivery elves are on the way. Be sure the phone number at checkout is a valid U.S. mobile number so you receive notifications. See our Delivery & Policies page for full details. 

What happens if I miss my delivery time window?
If no one answers at delivery time, we'll call twice with a five-minute wait inbetween. If there's still no answer, we'll move on and you'll need to reschedule with Customer Service Team. A $50 re-delivery fee will apply. See our Delivery & Policies page for details.

Tree Concerns: 

What makes Fraser Fir the best?
Fraser Firs are the classic Christmas favorite! Their soft, dark-green needles with a silvery shimmer give them a magical glow, and their strong, upward-angled branches are perfect for showcasing your ornaments. Known for having the best needle retention of any tree, they’re the picture-perfect centerpiece of the season. 

How do I take care of my tree?
Please view our Tree Care page.

My tree was delivered but it is too big / too small:
Contact info@nyctrees.com or (914) 809-0795. to arrange a tree swap. A $50 re-delivery fee is required. If you upgrade to a larger tree, you'll also pay the price difference.

I’m not happy with my tree.  Will NYC TREES replace it?
See our Delivery & Policies page for details. 

I already have my own tree stand. Can I use my own?
No. All installations must use new NYC TREES stands to ensure proper fit and safety. If you'd like to donate your old stand, our drivers can take it and pass it along to a local charity or firehouse.

Lighting / Decoration: 

Do you have examples of your lighting and/or decoration services?
Yes, please click here to see examples from previous customers.

How long should I wait to decorate my tree?
We suggest giving your tree 24-48 hours for the branches to settle before putting decorations on it. 

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 one foot 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?
Lighting is not done on tree delivery day. After you place your order, you'll receive a form to schedule a separate lighting appointment, at least 24 hours after tree delivery so the branches can settle. 

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, skirt, 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. Decorations you purchase are yours to keep. If you book removal, lights and ornaments must be taken off before our team arrives - unless you upgrade to the Tree + Lights/Decor Removal service.  We never remove personal ornaments. 

What decoration styles do you offer? 
We offer Classic Christmas (Red & Green), Gold & Glamorous (Gold & Gold) and Winter Wonderland (Blue & Silver). Themes are subject to availability.

I ordered a Decorations package. When will you put the lights / decorations on the tree?
Decorating is not done on tree delivery day. After you place your order, you'll receive a form to schedule a separate decorations appointment, at least 24 hours after tree delivery so the branches can settle. 

Removal & Recycling Service: 

I ordered tree removal. When will I be able to schedule a date / time for removal?
You will receive an email before Christmas with instructions to schedule your tree removal. Removals 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 recycle your tree at a NYC Tree Recycling Center.