FAQ
Hot Questions
Where will my order be shipped from?
We ship from four warehouses across the United States. Your order will be fulfilled from the nearest warehouse with available stock:
Los Angeles Warehouse
18215 Rowland St, DOCK33-38, City Of Industry, CA 91748Atlanta Warehouse
6369 Peachtree St, Norcross, GA 30071New Jersey Warehouse
120 Clyde Road, Somerset, NJ 08873Dallas Warehouse
PQ684, 580 McIntyre Rd #200, McKinney, TX 75071
Do you offer discounts for bulk purchases?
Yes. If you purchase 5 or more items in a single order, you may apply for a special discount. The discount amount will depend on the specific products and the order size. Please contact us to get your discount.
What if my order is damaged or missing items?
We do our best to ensure your order is securely packaged, but if your item arrives damaged or with missing parts due to shipping or handling, we will promptly resolve the issue with a free replacement, and all shipping costs will be covered by us.
To speed up the process, please include clear photos or videos of the damage or missing items when contacting us.
If the issue is determined to be caused by man-made damage or other external factors, it will not be covered.
Note: Damages or missing items must be reported within 30 days of delivery to be eligible for a refund or replacement.
I want to cancel my order
Changed your mind? Ordered the wrong item? No problem — we get it. Here’s how cancellation works:
If your order has not yet been packed or shipped, we can cancel it. Please contact us,within one hour of placing your order, please contact customer service or send an email to our mailbox
If your order has already been shipped, cancellation is no longer possible. You’ll need to either:Arrange for a return after receiving the item.
How do I return an item?
We understand that sometimes a return is necessary. Please follow the guidelines below to ensure a smooth and successful return process:
Before starting the return, you must contact our staff at support@nonuo.com and obtain approval. Returns sent without prior approval will be refused.
Items must be returned within 30 days of receiving your order.
To qualify for a return, all items must be in unused condition and in their original packaging.
Customers are responsible for return shipping costs.
Please send your return to:
Return Address: 6369 Peachtree St, Norcross, GA 30071
Contact Person: HuaPing
Phone: (404) 539-2509
Can I return assembled items?
Unfortunately, we will not be able to offer returns or exchanges on items that have been assembled, unless the items become faulty within the warranty period.
Who covers the cost of returning an item?
For unwanted items, return shipping is the buyer’s responsibility.
If the return is due to a defect or error on our side, we cover the shipping. Otherwise, the customer is responsible.
We’re happy to help you find the most cost-effective, trackable return method. Please note:
Items must be returned with trackable service.
We are not responsible for items lost during return transit.
How long will my refund take?
Cancellations: If your order hasn’t been packed or shipped, we can cancel it immediately. Refunds are processed right away but may take 5–7 business days to appear on your account.
Returns: Once received, returns take up to 5 business days to inspect. If the item is confirmed to be in original condition and packaging, we will issue your refund. Allow another 5–7 business days fo r it to reflect in your account.
Note: Refunds often appear on your bank statement as processed on the original payment date. If unsure, please check that date first or contact us directly.
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, and events, and offer volume discounts. Please contact our customer service or send an email to support@nonuo.com.
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
