Order Help

What is your return/exchange policy?

Return or exchange eligible non-perishable products within 30 days of receipt or before December 25 (whichever comes first). Please use our online customer service forms to start a return or exchange.

Return (Non-perishable): Once your item has been shipped back to us, we will process your refund less any applicable shipping label fees. We provide prepaid return shipping labels for a fee of $40 Canadian Dollars per tree box and $20 Canadian Dollars per box for all other items. These fees are waived in the case of damaged or defective products.

Perishable items (dried and fresh greenery, food) are not eligible for return. Inspect your purchase and contact customer service to report any damage within 3 days of delivery. Our team will be happy to find a solution to your problem.

Exchange: Exchanges for items of lesser value will be assessed a small exchange shipping fee. We waive this fee for exchanges for items of equal or greater value. Please note perishable items are not eligible for exchange.

Though we suggest that you use our prepaid shipping labels for the most seamless return process, you may use alternate shipping labels at your own cost. If you use a different shipment method, please make sure to send your item to the correct return address and contact customer service with your return tracking information to expedite your refund. If you do not provide us with tracking information, your refund may be delayed as long as 14 days from when we receive the return. Balsam Hill reserves the right to reject items that are ineligible for return, and to assess an additional return fee. Products ineligible for return include perishable items, personalized items, items that are damaged due to improper care or use, and items for which a return has not been authorized. A $90 Canadian Dollars per box service fee will be charged for all delivery refusals.

How or where do I return my item?

If your product is eligible for return, please contact customer service and we will email you prepaid return shipping labels and a Return Merchandise Authorization (RMA) number. While we strongly suggest that you use our prepaid shipping labels, you may use alternative shipping labels if necessary, at your own cost. If you do wish to use a different shipment method, please make sure to contact us for the appropriate return address near you, and email, call, or chat with us with any tracking numbers once shipped in order to expedite a refund. If you do not provide us with tracking information, it may take up to 14 days after the item has been received by our warehouse for your refund to be issued. Please note that we reserve the right to reject items that are ineligible for return, and/or assess additional return fees for any items including those that incur damage when not returned in their original shipping boxes or other boxes suitable for shipment. All returns must be sent to our designated Balsam Hill Return Centre in Canada. Returns sent to any other addresses may be refused or will incur an additional handling charge of $90 Canadian Dollars per box.

Balsam Hill Return Centre
Balsam Hill c/o Flexe Toronto
11400 Steeles Avenue
East Milton, Ontario L0P 1E0

Depending on bank processing times, you should see the return credit in your account within 3 business days of the credit being issued, but that could be up to 30 days after we receive your return.

What is your warranty policy?

Please review our warranty policy or contact us for any questions.

How do I place a warranty claim?

If your product appears to be defective or damaged, please call us at 888-626-0965. Our customer support specialists are available 7 days a week between 5am-7pm PT. Live chat is also available Monday through Friday, 5am-7pm PT. Please be prepared to share your order number and email address. From a desktop or tablet, select the chat icon .

We will troubleshoot your issue or place a warranty claim if the product is eligible.

Warranty service is available via email for damaged décor items, including foliage. Go to our contact us page and choose “Foliage Support” in the Warranty/Product Support box in the “How can we help you?” section.

What forms of payment do you accept?

During checkout you may choose any of the following payment options:

• Credit/Debit Cards from Visa, Mastercard, Discover and American Express
• PayPal
• Apple Pay (on compatible iOS devices)

How do I use a coupon?

With items in your cart, select the box for “I have a coupon code” under your order summary. Type the code into the Coupon Code box and select Apply to get an updated estimated total. Please note that coupons are case sensitive and dashes must be included. All currently available coupons are posted on our site.

What if part of my order is missing/incorrect?

If your tracking number shows that your package was delivered but you did not receive it, please check around your home and with any neighbors who may have received your item. If you still cannot locate it, please contact us so we can coordinate with the shipping carrier to locate your package.

If you believe that part of your order is missing or incorrect, please open all packages to examine the contents and see if multiple items were shipped in one box. Please contact us for assistance with your missing or incorrect orders. We apologize for any inconvenience.