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FAQs

Frequently Asked Questions (FAQ)

Q: How do I get in touch with National Tree Company Customer Service?

A: Email us at: service@nationaltree.com

Call 1-888 494 PART (7278)

Q: Where can I find information regarding the warranty of my tree?

A: Warranty details specific to your tree can be found on the National Tree Company website, www.nationaltree.com.

Q: How do I determine the warranty period of my tree?

A: National Tree Company warrants its 6.5 ft. and taller trees against manufacturer-only defects for a period of five (5) years from the date of purchase indicated on your sales receipt. (White Trees, one year). If a claim is filed within the warranty period, there will be no charge to the customer for defective parts that are repaired or replaced.

Q: If my tree has lights, how do I determine the warranty period?

National Tree Company warrants the incandescent light sets on its pre-lit trees against manufacturer-only defects in material or workmanship for a period of two (2) years from date of purchase: three (3) years for low voltage LED-lit trees.

National Tree Company warrants the PowerConnect(TM) system against manufacturer-only defects in material or workmanship for a period of two (2) years for incandescent lights; three (3) years for low voltage LED lights. Please contact customer service for assistance at 1-888-494-7278.

Q: What is the warranty for products purchased in the USA?

A: USA Warranty: Trees purchased from any of our authorized United States retailers are under warranty for the periods specified above for repairs and replacement parts.

Q: What is the warranty for products purchased in the Canada?

Canada Warranty: If your tree was purchased from any of our authorized Canadian retailers your warranty is valid for replacement parts within the warranty period. For general questions about your warranty, please feel free to contact us at 1-888-494-7278

Q: What do I need to do for my product to be covered under warranty?

A: For your product to be covered under warranty, completed online registration of your product is required along with the sales receipt noting purchase date and place. New product registration can only be completed online here (To make a correction on your previous registration submissions, please send your request to service@nationaltree.com).

This Warranty does not apply to trees that have been used as floor display trees in the store. This warranty is only valid on purchases made from authorized NTC retailers.

Q: Shipping Costs under WARRANTY TERMS:

A: Please note the following terms regarding shipping of product for warranty service:

1) National Tree Company will pay the cost of shipping products for repair to our facility and back to you, under warranty terms, during the first season of use.

- Receipts dated prior to December 25 of purchase year constitute the first season of use.

- Please note that it is the responsibility of the customer to obtain a box of the smallest possible size and shape to securely contain the part being shipped.

 

2) After the second season of use, the customer will be responsible for the cost of delivery of products for repair to our facility.

- National Tree Company will pay the return shipping cost of products repaired due to a finding of manufacturing defect.

- Customers will be responsible for the return shipping cost of any products repaired due to misuse or neglect (warranty voided).

 

3) All shipping costs to and from our facility for warranty service after the third season of use will be the responsibility of the customer.

Q: How do I initiate the repair process?

A: To have your tree repaired please feel free to contact us at 1-888-494-7278, between January 15th-June 30th. We do not repair trees during Christmas.

Note: Customers are required to contact National Tree Company for AUTHORIZATION OF RETURN prior to shipping product for warranty service.

General Product Information:

Q: What is the difference between PVC and PE?

A: For many years artificial Christmas Trees, Wreaths, Garlands and related items have been constructed of PVC (poly vinyl chloride) material. PVC is easy to control and shape, and provided the most realistic duplication of nature's design. PVC is still very popular and continues to be used in today's manufacturing processes.

But now, advances in technology have given birth to a new construction process that has really taken artificial Christmas Trees to the next level. PE (polyethylene) is a material that creates an even more realistic product that not only looks like the branches of a tree but also feels like the real thing.

The branch tips of PE trees are molded from actual tree branches and then combined with conventional PVC material creating the most realistic reproduction available. These Christmas Trees are so life-like that it's difficult to tell the difference between our trees and the real thing!

Q: What are the light functions of Dual Color® LED trees?

A: Below are the ten light functions:

  1. Steady warm white
  2. Twinkle warm white
  3. Steady multicolor
  4. Twinkle multicolor
  5. Steady pastel
  6. Fading warm white to multicolor
  7. Random fading
  8. Fading warm white
  9. Fading multicolor
  10. Flashing warm white to multicolor

Q: Are your Christmas trees suitable for outdoor display?

No, our Christmas trees are designed for indoor display only.

Q: How do I disassemble my tree?

  1. Gently compress the tips back into the center of each tree branch.
  2. Raise all branches to original upright position taking care not to place undue pressure on the attached ends of the branches.
  3. Secure the section branches together with tie wrap (if included).
  4. When disassembling tree, a twisting motion will help to separate the sections from each other.
  5. All tree parts can be replaced in carton and should be stored in a cool, dry place.

 

Q: How should I store my tree?

A: Keep products away from heat and moisture. Our limited warranty does not cover damage resulting from accident, misuse, abuse, negligence, or normal wear. We recommend to use the box the product was originally received in.

Troubleshooting:

Q: What do I do if the lights on my tree are not working?

A: First identify whether your tree has Incandescent or LED Lights.

If the tree has incandescent, please follow the next steps:

Visual Inspection

Discard any light sets that have cut, damaged, or frayed wire insulation or cords, cracks in the lamp holders or enclosures, loose connections, or exposed copper wire.

An individual bulb that is not lighting can be easily replaced with one of the spare bulbs normally included with the product by following the directions in the Assembly Instructions Manual.

If the entire string does not light, a fuse might have blown and will need to be replaced. Fuses are located in the light string plug and can be replaced by following the directions in the Assembly Instructions Manual.

If a section of bulbs on a string are out, it is normally only one bulb causing the failure. A Light Tester is the best way to find the problem bulb.

See additional information about Light Testers below.

Trial and Error

To check for a bad bulb that is causing a section to not light, without the use of Light Tester, will require the removal of individual bulbs.

If the tree has LED lights, please follow the next steps:

If a bulb burns out, the rest of the string will remain lit. Replace burnt out bulbs with the extras that came with the tree. If a bulb is purposely unlocked and removed, six additional bulbs will go out in that section of the string. The light strings are designed this way to aid in locating where a bulb has been removed by isolating the area.