At Elf Christmas Tree Delivery, we want your holiday season to be magical, stress-free, and full of festive cheer. Because we deal with live, perishable Christmas trees and scheduled delivery/takedown services, we have established clear guidelines regarding order cancellations, replacements, and refunds.
By placing an order on www.elfchristmastreedelivery.com, you agree to the terms outlined below.
We take pride in delivering top-quality Fraser Firs and premium trees. If your tree arrives damaged, defective, or significantly mismatched from your order:
24-Hour Reporting Window: You must notify our team within 24 hours of delivery by emailing papaelf@elfchristmastreedelivery.com or texting us at (215) 792-2262.
Photo Proof Required: Please include clear photos of the tree, the issue, and your order number.
Resolution: If approved under our guarantee, we will arrange a free replacement tree delivery on the next available route or issue a store credit/refund at our discretion.
We process and route tree deliveries carefully to ensure maximum freshness and efficiency.
Cancellations Prior to Delivery: You may cancel your order for a full refund if your cancellation request is received at least 48 hours prior to your scheduled delivery window.
Late Cancellations: Cancellations made within 48 hours of your scheduled delivery window will incur a 25% restocking fee to cover tree preparation, harvesting, and route allocation costs.
Rescheduling: You may reschedule your delivery date or window free of charge, provided you notify us at least 48 hours prior to your scheduled delivery window. Requests made within 48 hours may be subject to a rescheduling fee.
To protect both our team and your property, we enforce clear boundaries regarding home entry:
Standard Delivery (No Setup): Customers do not need to be home for standard tree deliveries. For safety and liability reasons, our delivery staff ("Elves") will not enter private residences or indoor spaces for standard deliveries. Trees will be placed at your front door, porch, driveway, or easily accessible exterior location.
Setup & Takedown Services (Presence Required): Customers must be home during the scheduled window if you have purchased indoor Setup or Takedown/Removal services. Our team will only enter a residence if an adult (18+) is present to authorize access.
Building & Elevator Fit Restrictions: For indoor setup services, the customer is responsible for verifying that the tree size ordered fits through building entrances, hallways, stairwells, and elevators. If a tree cannot safely fit into the building, it will be left in the lobby or nearest exterior area.
Live Christmas trees and greenery are natural, organic, and perishable living products.
Natural Variations: Every tree is unique. Variations in exact height (within the ordered size range), branch density, symmetry, needle color, and minor needle shedding during transport are natural characteristics and are not considered defects.
Customer Care Duty: Once delivered, tree longevity depends heavily on environmental conditions and maintenance. Customers must keep the tree stand filled with fresh water at all times and place the tree away from direct heat sources (e.g., radiators, fireplaces, heat vents).
No Longevity Refunds: We cannot issue refunds or replacements for trees that dry out prematurely or drop needles due to a lack of proper watering or placement near heat sources after delivery.
Service Cancellations: Takedown services may be canceled for a full refund up to 48 hours before the scheduled service window.
Personal Belongings: Customers are required to remove all personal ornaments, family heirlooms, toppers, and third-party lights prior to our team’s arrival. We do not offer refunds or compensation for personal items left on the tree that are damaged or discarded during removal.
If our delivery team arrives at your property during the agreed window but is unable to complete a scheduled Setup or Takedown service due to:
No adult being home to grant indoor access for requested setup/takedown services,
Incorrect or incomplete delivery address or gate/door access codes provided by the customer, or
Inaccessible or locked property gates/doors preventing exterior drop-off,
Our team will drop the tree at the front door/exterior area (for deliveries) or leave the property. If you require our team to return for a rescheduled setup attempt or to swap for a smaller tree size, a $59 re-delivery fee will apply.
Approved refunds will be credited back to your original payment method within 5 to 10 business days, depending on your financial institution’s processing times.
Shipping and rush delivery fees are non-refundable once a delivery attempt has been made.
If you have any questions about our Refund Policy or need assistance with an existing order, please reach out to us:
Call / Text Support: (215) 792-2262
Customer Support: Contact Us
