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Returns & Exchange Policy

Returns & Exchanges Policy

If, for any reason, you are not satisfied with your order, simply return it within 90 days and we’ll replace it or refund the cost of the item (excluding Shipping and Processing fees), or we will repair or replace any item for a full year from the date of purchase. All returned items must be in their original packaging and in the condition in which it was received to receive a full refund. At Frontgate, we continuously strive to improve our quality standards. All returns are examined by our Returns Department to confirm the return reason. And upon review you will receive an exchange, merchandise credit or refund according to our findings.*

*Special policies apply to Holiday and personalized merchandise.

Return Options

Based on the size and weight of the product, the packaging slip may contain a UPS return label. If you package does not contain a UPS return label, please follow the instruction on the pack slip or call (888) 263.9850 so we can determine the best method to return the product.

OPTION 1: Easy Return Label (included with shipment)

This option allows you to use the included UPS Return Serves (RS) label for $8.95 (small packages) or the Return Service 5 (RS5) label for $14.95 (large packages) to return an item. If you would like to take advantage of this option, please follow these easy steps:

  1. Complete sections one, two and three of the pack slip and include it with the item(s) you are returning.
  2. Affix the UPS Return Service (RS or RS5) label over the original shipping label and reseal the carton. If your original package is unusable, please use similar packaging with sufficient protection so it doesn’t get damaged during return shipping.
  3. Drop the package at any UPS authorized shipping outlet. And retain the tracking number for your records

Please note: the per package charge of $8.95 (small package) or $14.95 (large package) will be deducted from your total refund.

OPTION 2: We Can Email You a Return Label

This option allows you to print a UPS return label from your personal printer for $14.95 to return an item. If you would like to take advantage of this option, please follow these easy steps:

  1. Contact Frontgate Customer Service at (800) 436.2100 to have a UPS label emailed to you.
  2. Complete sections one, two and three of the pack slip and include it with the item(s) you are returning.
  3. Affix the UPS Return Service label over the original shipping label and reseal the carton. If your package is unusable, please use similar packaging with sufficient protection so it doesn’t get damaged during return shipping.
  4. Drop the package at any UPS authorized shipping outlet. And retain the tracking number for your records.

Please note: the per package charge of $14.95 will be deducted from your total refund.

OPTION 3: Schedule a UPS Pick-up

This option allows you to schedule a pick up in the event you cannot bring your package to a UPS facility. A fee of $29.95 per package will be charged. If you would like to take advantage of this option, please follow these easy steps:

  1. Contact Frontgate Customer Service at (800) 436.2100 to schedule a UPS Pick-up.
  2. Complete sections one, two and three of the pack slip and include it with the item(s) you are returning.
  3. UPS will make three attempts to pick up the product. The UPS driver will provide and apply the return label. Please package your returned item with sufficient protection so it doesn’t get damaged during return shipping.

Please note: the per package charge of $29.95 will be deducted from your total refund.

OPTION 4: Return Shipping Via Carrier of Your Choice

This option allows you to use the carrier of your choice to return an item. If you would like to take advantage of this service, please follow these easy steps:

  1. Complete sections one, two and three of the pack slip and include it with the item(s) you are returning.
  2. Affix the pre-addressed return label or Frontgate order detail label provided with the pack slip over the original shipping label and reseal the package. If your original package is unusable, please use similar packaging with sufficient protection so it doesn’t get damaged during return shipping
  3. Affix the carrier’s shipping label onto your package.
  4. Pay the carrier’s shipping charge for return shipping. And maintain the tracking number for your records.

Special Shipments (Truck Delivery)

Prior to accepting delivery on Truck or In-home shipments, please carefully inspect the product to ensure your complete satisfaction. In the event the product does not meet your expectations, please call (888) 263.9850 within seven days to arrange for a return or an exchange. All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues are completed through an inspection upon our receipt of the returned item(s). Shipping and processing charges are non-refundable and a minimum return pick-up fee of $100 or up to 10% of the order value (up to a maximum of $250) will apply.

Holiday Products Return Information

Meant to be part of your life for seasons to come, Frontgate Trees and Greenery have best-in-class warranties.

Lifetime Warranty on Tree Foliage, Frame, and Tips: Every Frontgate Christmas Tree sold since 2013 comes with a lifetime warranty of foliage, frame and tips. Our customer service team will do everything possible to service your tree. In the rare event we need to replace your tree, one of our customer service representatives will guide you through the exchange process.

Three-season Light Warranty: Our Holiday Trees & Greenery carry a three-season warranty on factory-installed lights. Lighting issues frequently can be resolved with simple troubleshooting tactics. Please refer to the troubleshooting guide included with the merchandise or online. Warranty does not cover burned-out bulbs or products that were damaged because of misuse, neglect, or intentional alteration.

Return policy: For trees and greenery less than one year old, we will immediately send out a replacement upon notification of your return (between 10/1 and 12/21) to ensure that you can enjoy it for the Christmas holiday. Any returned item not received within 30 days will be billed to your account. For items over one year old but still covered under the Three-Season Light Warranty, we will provide replacement strands on defective corded and uncorded lights (including LED) at no charge.

All returned items must be in their original packaging and in the condition in which they were received. Please wrap your item carefully; package and ship it so that damage does not occur. Follow the return process instructions on the pack slip.

Halloween Products Return Information

Halloween merchandise will not be accepted after 10/30, or 30 days from the date of purchase (whichever occurs later).

Rug Return Information

We can only accept rug returns if returned in an undamaged original shipping bag. If the original bag is unusable, contact us at (888) 263.9850 or by submitting our email form and we’ll be happy to send a return shipping bag to use. If returned rug is damaged due to insufficient packaging, full value of product cost will not be refunded.

Swimwear Return Information

If for any reason you are not satisfied with your swimwear, simply return it within 30 days and we’ll replace it or refund the cost of the item (excluding shipping and processing fees).

Please note: due to sanitary reasons, Frontgate will only accept returns on suits that contain the original hang tags and hygienic liner (True Fit Try On® Liner). If any tags or the liner have been removed or tampered with, the suit cannot be returned or exchanged and no refund will be applied.

Customized/Personalized Items

Any order placed for monogrammed, customized or made-to-order cannot be canceled or modified after the order is placed.

International Returns

Although Frontgate fully supports manufacturers’ warranties, our return guarantee does not include freight charges for international returns. If, for any reason, you choose to return a product from outside the US, international shipping charges must be pre-paid.

Please refer to the International FAQs for more information or submit our email form or call (888) 263.9850 (Canada) or +1 (855) 868.8551 (outside US and Canada).

Experience Frontgate

We are proud to stand behind every product we sell. If you’re not satisfied with any Experience Frontgate product, return it within 30 days for a full refund including shipping costs.

If you’re not delighted with any of the items you’ve purchased from the Experience Frontgate collection, please call a Customer Service Representative at (888) 263.9850 and ask for a “return authorization” to ensure you received your complete refund.

Please note: If your Experience Frontgate product has been personalized it is non-returnable.

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The Frontgate Credit Card

No interest if paid in full within 6 months*

Learn More The Frontgate Credit Card
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