Order Information
How do I track my order?
To track your order, please use our order tracking tool. Please note that orders with multiple and/or large items may have unique tracking numbers. Tracking numbers may take up to 24-48 hours (excluding weekends) to display movement.
Has my order shipped?
Orders placed by 12pm ET will ship the same business day. Orders placed after 12pm ET will ship the next business day. (For example, orders placed after 12pm ET Friday will ship by the following Monday.)
Once your order has shipped, we’ll send a shipping confirmation email with tracking information. You may also track your order with our online order tracking tool. Please note that orders with multiple and/or large items may ship in multiple cartons with unique tracking numbers. Tracking numbers may take 24-48 hours (excluding weekends) to display movement.
Can I cancel or change my order?
Cancellation requests may be submitted within 30 minutes of placing an order. After this window, the order will be forwarded to the warehouse for processing and shipping and can no longer be altered. You may still return or exchange your merchandise in accordance with our Returns and Exchange policies. Refusal of any merchandise at time of delivery will result in a $90 Canadian Dollars per box service fee.
What if my order tracking shows no movement?
A tracking number may display “Label Created” status for up to 48 hours after shipment. This does not necessarily mean that the item is not moving; rather it means it has not yet reached the next delivery hub to be scanned.
If your tracking number has not updated more than 48 hours after its date of shipment, please contact us for assistance and have your order information ready.
When can I expect my product to arrive?
Canadian orders are shipped using standard ground service normally taking 2 – 5 business days to arrive. Shipping to remote areas may take a few additional days to arrive. To see if a product has a longer shipment window, please see the Shipping Information section of the product information page.
The estimated delivery time for your order is updated at checkout and you should receive a shipping confirmation email within 24 hours of placing your order. To see if a product has a longer shipment window, please see the Shipping Information section of the product information page.Once you have placed your order, you may track it using our order tracking tool. Tracking numbers may take 24-48 hours (excluding weekends) to display movement after the label has been created. Once your item is in transit, it will be scanned at various points between pickup and delivery. Depending on the shipping route, it is normal for 24-48 hours to pass between scans.
What if my package did not arrive when expected?
If your package did not arrive when expected, you may check its status using our order tracking tool. If order tracking shows the item has been delivered but you did not receive it, please check various doors and entryways around your home. Also, please speak with any family members or neighbours who may have moved the item. If your package(s) cannot be located, please contact us and we would be happy to assist you.
What if part of my order is missing/incorrect?
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
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 do I return my item?
If your Balsam Hill™ product is eligible for return, please contact us and we will provide you with pre-addressed return shipping labels and a Return Merchandise Authorization (RMA) number. Drop off the return at a FEDEX location or call 1-800-GO-FEDEX for a complimentary pickup.
Standard Fedex Return Process
Where do I return my item?
Our convenient, pre-paid labels will already be addressed for a seamless return. Please contact us for any labels needed on eligible product returns.
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.