Frequently asked questions
Shipping and delivery
How much is shipping?
Shipping is free on every order to the contiguous 48 US states.
When will my order arrive?
Each product page shows an arrival date range. The Keepsake Orb, Glow Branch Garland Kit, Tree Pet Cave and Heated Holiday Wrap ship within 1–3 business days and arrive in 7–15 business days. Santa's Glow Ladder and the Christmas Tree Train ship from US stock and arrive in 2–5 business days.
Will it arrive before Christmas?
It can if you order by the cutoff for that product: December 1 for the Keepsake Orb, Garland Kit, Tree Pet Cave and Heated Holiday Wrap, and December 15 for the Ladder and the Train. If you order by the cutoff and your order has not arrived by December 24, email us for a full refund.
Do you ship to Alaska, Hawaii or outside the US?
Not right now. We ship to the contiguous 48 states.
How do I track my order?
Use the Track Order page with your order number and email. We also email you tracking when your order ships.
Why did I get two packages?
Some items ship from different places. For example, the garland and the bows in the Glow Branch Garland Kit can come on different days.
Returns and warranty
What is your return policy?
You can return unused items in their original packaging within 30 days of delivery. For a change of mind, you pay return shipping. Email us to start a return.
What if my item arrives damaged or wrong?
Email us a photo within 14 days. We send a free replacement or a full refund, and you do not need to send it back.
How long do refunds take?
We send approved refunds to your original payment method within 5 business days.
Is there a warranty?
Yes. Every product has a 90-day limited warranty against defects.
Orders and payments
How do I change or cancel my order?
Email us as soon as you can. We can change an address or cancel only before the order ships.
Which payment methods do you take?
Cards, Apple Pay, Google Pay and Link, through Stripe's secure checkout.
What is the one-click offer after I pay?
After you pay, we may show one special offer. If you accept, we charge the card you just used. If you do not, nothing is charged.
How does the 10% off code work?
Sign up with your email to get a code for 10% off your first order. It works on single-item orders only, and it is not valid on bundles, which means 2-packs and 3-packs of the Keepsake Orb and the gift sets.
What is Shipping Protection?
It costs $3.99 and is off unless you turn it on. If your package is lost or arrives damaged, we send a replacement at no cost.
Products
How do I put videos on the Keepsake Orb?
You send them from your phone over WiFi with the Orb's phone app. See the Keepsake Orb page for the details.
How does the Christmas Tree Train mount?
Tree clamps hold the support struts to the trunk, and the tracks connect to the struts inside the tree. The manual in the box shows each step.
How does Santa's Glow Ladder hang?
It hangs from its hook on a gutter, eave, roofline or porch ceiling. It is not made to lean against a wall.
Can I add a gift message?
Yes. Add it in your cart. We include it as a gift note and keep prices off the package.