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FAQs

Orders/Shipping

 

Q: Do you charge for shipping?

A: All standard shipping on our website is Free of Charge. Large/Bulky Items or expedited shipping may be subject to charge. Please contact customer support for assistance on a quote: Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: How long does it take for an order to ship out?

A: Orders typically ship within 1-2 business days of purchase.

 

Q: How long does shipping take?

A: Standard Shipping is 3-5 business days. Large, bulky items that cannot ship by UPS must be delivered by a large truck. Our Standard Freight service provides for a curbside delivery where a freight carrier in a large truck will deliver your order to the street end of your driveway. You will be responsible for arranging to have the merchandise moved into your house, garage or backyard. Our carrier will contact you in advance to schedule a delivery appointment Monday through Friday, 8:00 AM to 5:00 PM.

 

Q: Do you Ship Internationally?

A: We currently not do Ship outside of the Continental US.

 

Q: How do I apply a Promo code/coupon to my order?

A: In your cart at Checkout, please enter the code in the 'Coupon Code' box on the order pad and select. Once the coupon is submitted, you will see it applied to your total in the Discount section. Need more help? Contact us Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: What Forms of Payment do you take?

A: Visa, Mastercard, Discover, American express for all orders

 

Q: What can cause my order to be delayed?

A: If the Billing information provided does not match what your bank has on file, your order may be delayed.

 

Returns

Q: I want to return my purchase. What do I do?

A: If are not 100% satisfied with your purchase from Fraser Hill Farm you can return your item(s) for a full refund within 30 days of purchase. (Returns must be in the state you received them, and in the original packaging.) To initiate a return with our customer service team, please contact us Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: How long does it take for a return to be refunded?

A: For most standard returns it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take an additional 2-10 Business Days after your credit is applied for it to post to your account.

 

Q: Can I exchange my order instead of returning?

A: At Fraserhillfarm.com, you have the option of exchanging instead of returning for a refund. Please contact us at Holiday@fraserhillfarm.com or 855-591-7451 to arrange with our Customer Support Team

 

Q: How can I get assistance if I need it?

A: We are here to help! Please contact us via Chat, Phone 855-591-7451, or email Holiday@fraserhillfarm.com.

 

Product/Brand

 

Q: My product is damaged/defective. Can I get a replacement?

A: Received an order that arrived damaged/broken? Please contact us with your order information and we will get a replacement shipped out to you. Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: My Item no longer works, What do I do?

A: Please double check the batteries/plugs on your item to see if they have moved or been misplaced. If you continue to have trouble getting your product to work, please contact us: Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: I want to customize an order. Is that possible?

A: We do offer customization/ Bulk purchasing for some of our products. For more information, Please contact us: Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: Do you stock holiday items all year round?

A: We keep most of our product lines in stock for most of the year. To check on stock on a specific Item, please check the product page.

 

Q: Are batteries included with my purchase?

A: Not all products include batteries unless the product specifications reference batteries included. Please see your product page to confirm if an item includes batteries upon purchase.

 

Q: Do you have replacements parts available?

A: For most of our product lines, we have parts available for purchase. If you are in need of a replacement part, please contact us: Holiday@fraserhillfarm.com or 855-591-7451.

 

Q: What is the warranty on your products?

A: The warranty on our products is 1 year from purchase date.

 

Fraser Hill Farm Rewards Program

 

Q. Do you have a loyalty program? 

A: We do! Head here, and sign up in the Rewards box on the bottom of your screen! 

 

Q. What can I earn? 

A: There are several ways to earn! 

  • Earn 100 points when you sign up. 

  • Refer a friend, and your friend gets $15 off their next order of $100 or more, and you get a $15 coupon off your next order of $100 after they purchase.

  • Earn 100 points on your birthday. 
  • Earn 50 points for liking us on Instagram. 
  • Earn 50 points for liking us on Facebook. 
  • Earn 1 point for every $1 spent. 

 

 

Q. How can I check my point balance?

 

A: You have to be logged in to view your point balance here

 

 

Q. How much are my points worth? 

A: 100 points = $5. Rack up your points and earn more rewards toward future purchases! 

 

 

Q. Do the points ever expire? 

 

A: No! 

 

Q. How do I redeem my points?  

A: 

1. Go here
2. On the pop up (in the bottom left) scroll down to "Ways to Redeem"
3. Choose ‘Redeem’ next to your point balance
4. Copy the code that generates
5. Add items to your cart and paste the code where it asks you for a discount code at checkout

 

 

Q. If I refer a friend, does my friend have to purchase for me to get my $15 off reward?

A: YES, your friend has to place an order for $100 or more to get their $15 off, once they make their purchase, you will be alerted with a gift of $15 off your next order of $100 or more.

 

 

Get to know our Trees:

 

Tree Type:

Flocked: a type of tree that has artificial snow on top.  Flocked trees tend to “shed” the artificial snow over time.

Slim: Trees designed with a smaller diameter for more compact spaces

Full: A standard diameter tree with enough branches to create a more full shaped tree.  

Sparse: Designed to have less branches to appear more realistic

 

Branch Types:

Traditional Needle: Flat, bendable classic needle (PVC) that represents a more traditional artificial tree. Used as a filler on more modern trees.

PE Needle: Textured, more lifelike, more premium material to create a more modern realistic look.

 

EZ-Connect Trees:

Most of our prelit trees connect through the tree pole with EZ-Connect technology.  Firmly connect the pole sections of your tree, plug it in, and turn on the tree with the remote or foot pedal and you are all set!

 

Light Configurations:

Unlit: Our top collections include trees with unlit options,  giving you the ability to change out your lights and themes year after year hassle free.

Clear Smart: Long Lasting light with replaceable bulbs. If one bulb goes out, the whole strand will not go out.

Clear LED:  Long lasting and energy efficient. Available in warm white

Multi LED:  Long lasting and energy efficient.Multi Color and some styles multi function

 

 

Difference between sizes:

 

6.5’ comes in 3 sections; distance from floor to start of the branches is approximately 9”

 

7.5’ comes in 3 sections; distance from floor to start of branches is approximately 9”

 

9’ comes in 4 sections; distance from floor to start of branches is approximately 9.5”

 

10’ comes in 5 sections; distance from floor to start of branches is approximately 14”

 

12’ comes in 5 sections; distance from floor to start of branches is approximately 14”

 

Please note: Branch height info is average and may vary slightly by tree style.

 

 

Setting up your tree:

Our trees come boxed for shipping, so they will need to be shaped during assembly to give the tree a full look. Pose and position each branch to shape your tree before adding your ornaments or decorations. Does your tree look sparse after setup? Please make sure to shape the inner branches by positioning up and away from the lead branch to provide a more full frame.

 

Troubleshooting our Trees:

  1. Make sure all of the tree sections are properly connected and the power cord is plugged into a working outlet.
  2. Check your sections connections to make sure no branches are obstructing the EZ-Connect Poles connection to the base
  3. Each light strand has a plug directly attached to the Ez-connect pole. If a light strand is out- Find the cord and make sure it is completely plugged in and not loose.
  4. On your power cord, check to make sure the transformer box is connected properly.
  5. Still having trouble? Email us at Holiday@fraserhillfarm.com with your information and one of our teammates will get back to you!

 

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