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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

To return a product, you can start a self-service online return or call (888) 263.9850 so we can assist you with the best method.
To return a Truck-shipped product, please call us at (888) 263.9850.

Start A Return

Option A: Self-service online return feature

This option allows you to print your own Return Label and use the pre-paid UPS Return Service. If you would like to take advantage of this service, please follow these easy steps:

  1. Click or tap on the “Start A Return” button
  2. From there, follow the instructions on the screen
  3. Once you have completed the online return, take your package to a UPS location.
    To find your closest UPS location, visit the UPS Drop Off Locator or go to https://www.ups.com/dropoff.

Option B: Contact Customer Service for assistance

If you need assistance with your return, contact Frontgate Customer Service at (888) 263.9850 from 8 a.m. to midnight ET.


Truck & In-Home Returns

Please call (888) 263.9850 within 7 days to arrange for a return or an exchange. Any damage or defects must be clearly communicated to the customer service representative. Verification of the reported issues are completed through an inspection upon receipt of the return. Shipping and processing charges are non-refundable and a minimum return pick-up fee of $100.00 or up to 10% of the order value will apply (up to a maximum of $250.00).

Once the item(s) have been picked up by the carrier, it can take 2-3 weeks for the item to arrive at our warehouse, and the return to be processed. This time-frame can vary depending upon the area the item is returning from.


Christmas Tree Warranty & Holiday Decor Returns

All Frontgate Christmas Trees come with a limited three-year warranty. This covers factory installed lights, frames and foliage. (Please note: Warranty does not include decorative elements such as ornaments, sprays, ribbons or other accent items.)

Lighting issues can frequently be resolved with simple troubleshooting tactics. Please refer to the troubleshooting guide included with the merchandise or available online. (Please note: Warranty does not cover burned out bulbs or products that are damaged due to misuse or neglect or intentionally altered).

If you wish to file a warranty claim, please contact Customer Service at (888) 263.9850. You may be asked to provide images of the defective part(s). These warranties apply to trees purchased after August 20, 2021. Warranty time period based on date of purchase.

For warranty information on trees purchased prior to August 20, 2021, please contact Customer Service at (888) 263.9850.

For all items within the three-year warranty date with issues that cannot be resolved by troubleshooting:

  • We may issue an exchange or replacement.
    Note: Original item must be returned within 30 days. If not, customer will be billed for the full purchase price of the tree.
  • Exchanges or replacements will be for the same tree or as close to the original tree design and purchase price as possible.
  • We may issue a credit toward a replacement tree if we cannot resolve the issue with troubleshooting or a direct exchange or replacement.

All non-defective Christmas merchandise purchased after September 1 must be returned before December 23 or within 30 days of purchase (whichever occurs later).

Due to the seasonality of our holiday items, part and product availability can change rapidly during the months of November and December, and we will make every effort to find a solution.


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.


Special Order / Customized / Personalized Items

Any order placed for monogrammed, customized or made-to-order items cannot be canceled or modified after the order is placed. These items are nonreturnable. This includes indoor and outdoor furniture with special-order upholstery. This excludes defective items and items damaged during delivery.


Clearance

Clearance items are final sale and cannot be returned.

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