FAQ
Product Questions
1. Is the Christmas tree easy to assemble? Do I need tools?
Yes, the tree comes in 2–3 sections with a hinged or plug-in design. Assembly takes just a few minutes and requires no tools.
2. Will the tree get damaged during shipping? Can it be reshaped quickly?
The tree may look compressed in the box for protection, but the branches can be fluffed and adjusted easily to restore a full, natural look.
3. Are the branches dense enough to look realistic?
Yes, the branches are designed to look full and lifelike. For an even more realistic effect, we recommend choosing models with a higher branch count.
4. Do I need to buy extra decorations?
Some models come pre-lit with built-in lights, so you don’t need to install them yourself. If you’d like ornaments or other decorations, you can freely add them according to your style.
5. Is the material safe? Has it passed fire/eco certifications?
Yes, our trees are made from eco-friendly, odorless, and fire-resistant PVC/PE materials, fully safe for children and pets.
6. How long can the tree be reused? Is it easy to store?
With proper care, the tree can be reused for many years. It is easy to disassemble and store in its original box.
7. Will the branches shed or leave plastic residue?
Generally no. However, flocked (snowy) models may naturally shed a small amount of flocking, which is normal and harmless.
8. How should I store the tree for next Christmas?
Simply disassemble it and keep it in the original carton or a storage bag. This keeps the tree protected and ready for reuse.
tracking & Shipping
1.Are all NONUO products shipped free of charge?
Yes, We will use FedEx or UPS delivery within the time you place your order, and we will do our best to deliver the order so that you don’t have to wait for a long time
2.Which countries do you ship to?
We only support the continental United States, except Alaska and Hawaii
3. Do you deliver to PO Boxes?
We do not support PO Box addresses. Please provide a full street address.
4. What is the order cut-off time?
- Orders placed before 5:00 AM ET will be recorded the same day.
- Orders placed after 5:00 AM ET will be recorded the next business day.
5. How long does it take for an order number to be generated?
Tracking numbers are usually updated within 48 hours after order processing. Orders processed on weekends may be delayed until the next business day.
6.How can I track my order?
To track your order, please use our order tracking page. At the same time, we will also send the order number to your email as soon as possible
7.What if my package is lost or delayed?
Please contact our customer service or send us an email as soon as possible
8.Can I change my shipping address?
Within one hour of placing your order, we will send you an email reminding you to check the information and address confirmation, if you have any questions, please contact customer service or send an email to our mailbox（If the shipping address is incomplete or incorrect, additional redelivery fees may apply. ）
9.Can I still change the product after I have placed my order?
Yes, within one hour of placing your order, please contact customer service or send an email to our mailbox(However, please note that goods entered into the warehouse are non-returnable)
10.Can I cancel my order?
- Orders can be canceled before they are processed at the warehouse.
- Once processing begins, the order cannot be canceled.
11.What is the status of my order?
- In Progress
- We received your order and are reviewing it before sending it to the warehouse for fulfillment
- We sent your order to a warehouse for fulfillment
- Part of your order has been shipped
Shipped
- The carrier picked up your order, and you should receive a shipping confirmation email with tracking number(s)
- The carrier couldn’t access the provided address or the address is incorrect
Delivered
- Your order delivered to the provided address
After-sales Processing
- We’ve received your return/refund request and our support team is reviewing it. Please allow 1–3 business days for processing. We’ll notify you via email once it’s completed.
Returned
- 1 or more items from your order has been returned
Payment & After-sales
1.What payment methods are supported?
We accept credit and debit cards from Paypal, Master card Google Pay and Apple Pay. We do not accept personal checks or cash.
2.Do you offer installment payments?
We do not support installment payment at the moment, if you have other needs, please contact customer service or send an email to our mailbox
3.Can discounts be stacked with consumption volumes?
As long as the discount we mark and the coupon issued, it can be used together
4.Can I return the product if I’m not satisfied?
Yes. We offer a 30-day or until December 20 hassle-free return policy. Items must be unused and in original packaging.
5.Who pays for the return shipping?
If the return is due to a defect or error on our side, we cover the shipping. Otherwise, the customer is responsible.
6.How long does a refund take?
Refunds are processed within 3 business days after receiving the return. Funds are returned to the original payment method in 1–5 business days.
7.What should I do if the lights on my Christmas tree are not working?
If the lights are not working upon delivery, we’ll replace the whole tree. If they stop working within 30 days, we’ll send you a free replacement light for easy self-installation. After 30 days, you can simply purchase a replacement light and install it yourself.
Custom Orders & Bulk Purchase
1.Do you support bulk or wholesale orders?
Yes. We welcome bulk orders for businesses, schools, events, and offer volume discounts.please contact customer service or send an email to our mailbox
2.Can you customize packaging or print business logos?
We do not support personalized customization for the time being, if you have product suggestions, you can fill in the comments to submit, or contact the email
