FAQ’s

Santa and the elves (and yes, Rudolph, the reindeer, too!) wish you and yours the very best this holiday season!  To sign up for our 2018 Season Launch Email and stay in touch throughout the year, please click here to subscribe to Santa’s 2018 List now!

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Frequently Asked Questions

Why can’t I get a specific drop off or pickup time to fit MY schedule?

As to the pickup time, we cannot guaranTREE any specific times, but we’ll be sure to put it in the notes.  It really depends on routing for the day that we come and where you fall on the list.

Can I still get my adopted tree from last year?

Santa’s sorry to be the bearer of bad news, but our very endearing and popular adoption program has had to be retired this year because most of the trees were no longer viable.  This was mostly due to climate and weather issues.  The trees have been returned to the forest to (hopefully) rejuvenate and live to be holiday members of other families in the future!

I’ve selected 2 delivery and pickup options, when will I know exactly when my tree is expected?

We will be finalizing all routing closer to your delivery/pickup date and will be sending out email notifications 24-36 hours prior with more details, including a 4-hour delivery window.  So stay tuned!

Why does my order say “processing?”  Is it still coming?

All of our orders read as “processing” in the system until they are delivered, then they are “completed.”  Don’t worry about that.  It has no effect on your tree order.

Why doesn’t my tree have that nostalgic “fresh Christmas-y smell?”

Actually, the “fresh tree” fragrance you get from a cut tree is a bit the opposite… it’s the sap leaving the tree as it dies… 🙁  Our Living Trees might not be as strong a scent, but they get to thrive for years to come!  For the pine fragrance you’re looking for, may we suggest a lovely candle?

How should I care for the tree so that it remains healthy in my care?

Check out our Care and Feeding page for a complete set of care instructions for your Living Christmas Tree.