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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 Handling fees). All returned items must be in their original packaging and in the condition in which they were received for a full refund.

We will replace any defective item for up to a full year from the date of purchase. All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues is completed through an inspection upon our receipt of the returned item(s). After our review, you will receive an exchange, merchandise credit or refund.

Please note: 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 your package does not contain a UPS return label, please follow the instructions on the pack slip or call (888) 263.9850 so we can assist you with the best method to return the product.

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OPTION 1: Easy Return Label (included with shipment)

Use the included UPS Return Service (RS) label for $8.95 (small packages) or the Return Service 5 (RS5) label for $14.95 (large packages) to return an item. Just follow these easy steps:

  1. Complete the return and exchange form on 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 the item 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

Print a UPS return label from your personal printer for $14.95 to return an item. Just follow these easy steps:

  1. Contact Frontgate Customer Service at (800) 436.2100 to have a UPS label emailed to you.
  2. Complete the return and exchange form on the pack slip, and include it with the item(s) you are returning.
  3. 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 the item 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

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. Just follow these easy steps:

  1. Contact Frontgate Customer Service at (800) 436.2100 to schedule a UPS Pick-up.
  2. Complete the return and exchange form on 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

Use the carrier of your choice to return an item. Just 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 the item 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 retain the tracking number for your records.

Special Shipments (Truck Delivery)

Prior to accepting delivery on Threshold or In-home Truck shipments, please carefully inspect the item to ensure your complete satisfaction. If, during the delivery, it is noted that the package and item are clearly damaged, please refuse delivery. 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.

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All damages or defects must be clearly communicated to the customer service representative. Verification of the reported issues is completed through an inspection upon our receipt of the returned item(s). Should you accept delivery and choose to return your item at a later date for any reason other than a manufacturing defect or concealed damage, shipping and handling fees 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 the best-in-class warranties.

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Lifetime Warranty on Tree Foliage, Frame and Tips: Every Frontgate Christmas Tree sold since 2013 comes with a lifetime warranty on 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: Christmas merchandise purchased after September 1 must be returned before December 23, or within 30 days of purchase (whichever occurs later). All returned items must be in their original packaging and in the condition in which they were received. Please wrap your items carefully; package and ship them so that damage does not occur. Follow the return process instructions on the pack slip.

For damaged or defective trees and greenery less than 1 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 cordless lights (including LED) at no charge.


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 an email form and we’ll be happy to send a return shipping bag.


Customized/Personalized Items

Any order placed for monogrammed, customized or special order items cannot be canceled or modified after the order is placed. These items are nonreturnable. This excludes defective items and items damaged during delivery.


Final Clearance

Final clearance items (with prices ending in $.97) are final sale and cannot be returned.


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, submit an email form or call (888) 263.9850 (Canada) or +1 (855) 868.8551 (outside US and Canada).

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