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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.


Frontgate Three-year Christmas Tree Warranty

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.)

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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, 2019. Warranty time period based on date of purchase.

For warranty information on trees purchased prior to August 20, 2019, 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.


Customized/Personalized Items

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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