Customer Service

FREQUENTLY ASKED QUESTIONS: For specific answers to the questions our customers ask most frequently, go here.

CONTACT INFORMATION: Our Internet store processes orders 24 hours a day 365 days a year! At the present time, you can contact us at:

ORNAMENT TREES.COM
c/o KCIC CHRISTMAS ORNAMENTS
4885A McKnight Road #287
Pittsburgh, PA 15237
Fax: Toll-free Fax: 1.888.809.0929. If you send a fax, please include an e-mail address so that we can contact you.
Telephone: Toll-Free 1.888.539.2884
(Sorry! Live phone ordering and return calls are currently not available. We are actively seeking a solution and hope to have one shortly. Please use our Live Chat agents or the contact form for prompt reply to your inquiry. We appreciate your patience and understanding. Thanks.)

For product information, stock inquiries, to check on an existing order, visit our contact page for links to the specific forms needed to contact us. Click the following links to contact our Webmaster or visit We Design Web Sites.

HOW TO CONTACT US?

BY E-MAIL: As a rule, we check E-mail several times a day. We generally respond to e-mail messages within 24-48 hours depending upon when you submit your request and the complexity of the required answer. If you do not get a return message within that time frame, we are not deliberately ignoring you. Many ISP's have installed aggressive spam filters which reject any message sent from a domain or address that is not in your address book. Check your deleted or bulk e-mail box and be sure to set your account's spam filter to accept mail from Ornament-Trees.com. Please e-mail us again if your need is urgent or if you do not hear back within 24 hours.

OPERATING HOURS: We ship in-stock orders all year around. We are closed for shipping on Federal holidays, the day after Thanksgiving and weekends. Since many of our suppliers do not ship from Christmas eve until the Monday following New Years Day and are closed for inventory until the end of January, we are also closed between 5:00 pm December 21st until January 23rd of the new year. You can still place an order from our website during that period - in stock orders will be shipped. E-mail is checked daily.  If you have an urgent request please send us a high priority e-mail or use our contact page to locate the correct phone number or e-mail address. We will do our best to help you.

METHODS OF PAYMENT: We use a secure server for all of our on-line order processing. We accept all major credit cards, checks and money orders. For USA ordering from our website you can pay with:

• American Express 

• Diners Club

• Discover (credit or debit)

• MasterCard (credit or debit)

• Paypal (account, credit card or e-check)

• Visa (credit or debit)

• Credit Card Security Code: For your protection, you will be asked for the three or four digit C-V-V / security code on the card (last three digits in the signature panel of the card or four digits on the front of your AMEX CARD) when you place the order. We can also process "Verified by Visa" transactions and MasterCode.

• Debit cards: We do accept debit cards - Master card and Visa.

• Business or Personal Check: If you order on line and prefer to pay by check use our e-check payment  method. If you prefer to pay with a paper check or money order the order will be held fifteen (15-20) business days after the date of deposit before shipment.  Click here for more information regarding the requirements for and our method of handling checks and money orders. Go here for the Mail/Fax order form. Orders are filled on a "first come, first served, paid for" basis. Therefore, it is entirely possible that an item maybe out of stock by the time your order is processed and payment cleared.

• Money Order or Certified/ Cashiers check:  The order will be held until the money order has cleared. For your convenience, a postal money order is preferred. Use our Mail/Fax order form to place your order by mail. Since orders are filled on a "first come, first served, paid for" basis, it is entirely possible that an item in stock when you printed out and mailed in your order could be out of stock by the time your payment clears. 

• International and Canadian orders: We accept all major credit cards and bank to bank transfer for orders over $250. Sorry, no checks, money orders or travelers checks. Current rate of exchange will apply. Go here for more detailed international shipping information.

DISCOUNTS:

1. Immediate quantity discount:  Purchase five or more items and we'll take 5% off instantly.

2. Donations: We make donations to non-profit organizations in the form of a higher discount on purchases and reduced shipping charges (where possible.) Proof of non-profit status and other information is required.  Contact us for more information.

3. B2B Discounts: We do not sell wholesale. Our normal 5% discount as stated above will apply. If we can get a quantity or shipping discount from the manufacturer, we will gladly pass it on to you.

PRICE MATCHING: Our ornament tree pricing is competitive with the other sites on the Internet selling the same products from the same suppliers. If you see a lower retail price for the exact same ornament tree elsewhere on the internet, we will match their price and take $1 off. Conditions: This offer applies to the regular retail price of the exact same ornament tree on a competing site - not the wholesale,  quantity, sale or clearance pricing on their site. Neither does It apply to any products other than ornament trees. Here's how to request a price match: 

• send us an E-Mail naming the product you want, where you saw the lower price then,

• copy and paste the competing product page link (from the address field of your browser page) into your e-mail to us. We can not process your request without this information.

• We will evaluate the product and verify the lower price on the other website. If a price match is approved, we'll send you a secure payment link for the new lower price of our product, plus the shipping.

Please note, our ornament tree product pricing is based upon a number of factors including the price of the product and, the costs of acquisition/ order fulfillment. If that cost is higher for us than for our competition, we may not be able to match the lower price and will tell you so. 

RECEIPTS: You will receive a confirmation copy of your order by e-mail at the end of the transaction. This will be your receipt. You will also be send a tracking number when it is shipped and a pack slip will be included with your order when it is shipped. Customers placing a special order or orders that ship from a supplier will not automatically receive a tracking number. However, we can check and obtain one for you.

GIFT ORDERS: We will gladly send any order for you as a gift. The receipt will be e-mailed to you after the online transaction. Depending upon the location from which your gift is shipped, the recipient will get either (1) a hand signed gift card in your name or, (2) your message printed on the packing slip. The recipient of your gift will not get any price information regarding the sale. 

ORDER CANCELLATION: Please use the "Live Chat" feature to notify us that you wish to cancel an order. Orders must be cancelled before 11:00 pm of the day it was placed. Otherwise, it will automatically ship. Go here for more detailed information about how we handle cancellations placed after an order is shipped. 

ORDER PROCESSING: Orders placed over the Internet are processed securely in "real-time" which means your card is automatically credited/debited at the time of the transaction. This process is not handled by us personally but by computers located hundreds of miles apart. Each order and the confidential information is encrypted for security. Phone orders are placed manually. For your convenience, you can order six different ways: 

1) Secure On Line Internet Ordering Processing means Safe Shopping: Your credit card and checking account information is safe when you order from Ornament-Trees.com. We accept Paypal and all major credit cards. The information is encrypted before sending over the internet. The encryption key length is 128-bits - the highest level of commercially available encryption.  

Orders placed from our secure shopping cart and paid for with Paypal or a credit or debit card are credited/debited immediately or to use e-commerce lingo In "real time." Paypal e-check orders are held four days until we are notified by Paypal that the payment has cleared. You will get a receipt by e-mail when the order is placed. No further confirmation of the order will be issued until the order is shipped at which time you should receive a tracking number by e-mail. Payment processing is handled entirely between secured computers located hundreds of miles apart from one another - not on our premises.  Click the following link to see a diagram of the online payments process .

All orders are subject to a fraud review which can take up to three days to complete. Your credit card statement will show a sale processed by KCIC Christmas Ornaments. If we send you a secure payment link, your receipt may show the following statement: "Goods and services are provided by KCIC Christmas Ornaments.  2Checkout.com Inc., is an authorized retailer of KCIC Christmas Ornaments. Or, if you paid with Paypal, your statement will show a sale to "WDWS PROPERTIES." If you have any questions, use our contact page to locate the correct form.  

2) Phone Orders:  If you know what product you want and are ready to place your order, you can now place orders by phone call toll free 1.888.539.2884 and press #1 during certain hours. If the line is busy, you will be forwarded to voice mail. Leave a message that includes your name, telephone number, spell out your e-mail address and include the item that you want. A customer service agent will return your call at the earliest available opportunity. We also have an automated order line. Just call the toll free number 1.888.539.2884 and press 5. Or, you can use our use our contact page to find the appropriate phone number or form. 

3) Fax Order:  You can fax your order to 1.888.809.0929.  First, find the product that you want, and click the "Buy Now" button on the item description page. The product will then be entered into the shopping cart. Print out the cart page, complete the Order Form online, print it out and then fax both pages in to us. You will receive a confirmation by e-mail after the order has been processed. And, another notice with the tracking number after it has been shipped.

5) Mail Order: You can order by mail using your credit/debit card, a check, a money order or certified check. If you prefer to mail in your order, First, find the product that you want, and click the "Buy Now" button on the item description page. The product will then be entered into the shopping cart. Print out the cart page, complete the Order Form online, print it out and then mail both pages in to us. You will receive a confirmation by e-mail after the order has been processed. And, another notice with the tracking number after it has been shipped.

6) E-mail Orders:  The fastest and most secure way to place your order is from our secure website.  Send us an e-mail describing in detail the tree you want (Style number) along with your state and zip code (for shipping calculation) and/ your e-mail address.  We will send you a secure direct link for payment. Since e-mail is not secure, please do not send your credit card or checking account info by e-mail.

7) E-Z Payment Plan: Spread out your payment for a floor height ornament tree (34" - 90") over three months. Go here for more information. Order by mail and pay by money order or check.

INTERNATIONAL ORDERS:  Payment by credit card or bank-to-bank transfer only. We ship via USPS Global International and you must sign for the package. We can also ship via UPS, DHL or FedEx International using your carrier account. Get more information about International shipping charges and links to international shippers. 

ORDER FULFILLMENT:  We prefer to ship all of the items on an order together whenever possible. If one of the items you order is not available and the others are, we may, at our option, notify you by e-mail and give you the option of shipping the entire order together or shipping in stock items now and back ordering the other, or cancelling the order. During our busy season ( October 31 - January 31), we will ship the available product and automatically back order the unavailable items. You will be informed of the anticipated delivery date and any delays or changes of which we are aware. If none of the items on your order can be shipped, we will send you a notice and give you to option to back order, substitute a comparably priced item or cancel the order.

Please note: our products are shipped from warehouses and suppliers all across the USA. How does this affect you?  In stock at our warehouse: items normally ship out in one - three days after the order is placed with them for fulfillment. You can track it on our website. If it is shipped from a different facility or direct from a supplier you will get a notice from UPS when the shipping label is prepared. Special orders or items shipped from the supplier: could take up to three weeks to process. Some of our suppliers send us the UPS tracking after an item as been shipped. Others do not. Out of Stock and Available: In the event that you order a product which is not in stock, and still available from the manufacturer, it could take up to five - ten days for delivery to our warehouse and an additional three-seven days for delivery to you. If your order can not be filled because the product is no longer available from the supplier you will be notified as soon as we find out. If your card was billed or you sent us a check, we will issue a refund. Please feel free to e-mail us to check on the status of your order. 

BACK ORDERS:  if the product description page indicates an item is back ordered or stocking in the future and you place an order, we will not send you a note unless your order can not be filled. If we run out of the item and the original product you ordered is unavailable (as often happens between November 1st and January 30th) we will notify you, back order it for you as a pre-paid order and ship it when it comes in. You always have the option of canceling the sale or selecting a different, comparably priced product. If we are unable to fill the order, it will be cancelled and a full refund issued. To check the status of an existing order if you did not get a tracking number use our contact form.

Certain products marked "Advance order recommended" identify products that are popular with our customers but, in short supply from the manufacturer. In many cases, these products are imported and take 2-4 months to arrive stateside. When you place your order, your card is credited/debited immediately and the order is considered to be pre-paid.  Why? Back orders are filled on a "first come, first served, date & time, pre-paid or not," basis. A pre-paid advance order reserves the item for you. We will keep you informed of the status of your order and let you know if there are any problems. If the order can not be filled or you cancel before it is shipped, your payment will be refunded in full.

RETURN POLICY: You have fifteen days after receiving an item in which to request an RMA if you need it and five days thereafter in which to return the item. The following links will be helpful to you:

• Go here for our return policy

• Go here to request an RMA Number

• Go here for repacking instructions

SPECIAL ORDERS:  A "special order" is either a product of which we have a limited supply, a large quantity order for one item or an item that will ship to you directly from the supplier. In some cases, the supplier charges us an additional "special handling" fee in order to process your order in a timely manner. Products with a special handling fee will be marked as such. In certain cases, the supplier can take up to two weeks to process your order. When you place the order, please include the date by which you need it - especially if your order is time sensitive.  Note: returns or cancellation of special order items are processed differently. Go here for more information about our policy for the return or cancellation of a special order. 

YOUR SPAM E-MAIL FILTERS AND OUR E-MAIL: If our e-mails to you or your personal e-mail to us are rejected, we have no way to know whether you received it or not. Make sure our domain e-mail address as listed on your receipt is in your address book, buddy list or on your white list of approved senders. If you write us and do not get an answer within 24 hours, check your deleted e-mails or bulk/spam mail box. Our response could be there. If not, please write again and use our contact form. 

ANTI-SPAM/ PRIVACY POLICY: We respect your right to privacy when placing an order online and will not sell, rent or give away your personal information. We have a firm privacy policy and will never share our customers' e-mail addresses or personal information with anyone (unless required to do so by court order.) We have a strict anti-spam policy as well. We will never under any circumstances send blanket unsolicited commercial e-mail ( spam.) Once or twice a year, we may send an e-mail to our customers informing you of discounts, special sales and new products.  Unfortunately, our domain name has been faked and used to send spam to others.  If you get an unsolicited e-mail using our domain name that does not have a subject, has an attachment or a photo or describes a product that is not on this web site or one that we do not sell, it is spam do not open it! Delete it immediately and run your anti-virus program.

IMPORTANT TRANSACTION POLICIES: For more information about our policies, click on the links below:

• Contact us by e-mail

• Frequently Asked Questions (FAQ)

• Privacy policy

• Return policy 

• Shipping policy, methods, carrier pricing etc.

• Customer Testimonials

• Warranties

• Catalogue Overview / Catalogue

For more information about the belief system that guides our business, click on the links below:

• The birth of Jesus Christ (The real meaning of Christmas)

• The resurrection of Jesus Christ (The real meaning of Easter)

• The history of Halloween

• How to become a Christian

• Submit a prayer request

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