FAQs
Scheduling Your Delivery
Due to COVID-19, I have concerns about letting the PHI TREES delivery team into my apartment. What safety precautions will be taken?
Check out our COVID-19 page for a full description of all of our safety protocols.
Where do you deliver?
Please see our Delivery & Policies for more information on our radius and delivery pricing.
My building requires a Certificate of Insurance (COI) for delivery. Do you provide that?
Yes! Please view our Delivery & Policies page for instructions on how to request a COI in advance of your delivery window. Note that if our team arrives for a scheduled tree delivery and is turned away by the building because a COI has not been requested in advance there will be a $50 re-delivery fee to setup a new delivery date / time. If the order must be cancelled there will be a $50 cancellation fee.
Delivery Window
I purchased a tree delivery package but I’d like to change the day / time of my delivery:
Please contact info@phillytrees.com or 267-927-8737 to change the delivery day / time of your order. Changes must be received prior to 5:00 PM the day before delivery. After this point, requests to change your appointment will be subject to a $50 rescheduling fee. Check out our Delivery & Policies page for more information on our cancellation policy.
How will I be contacted on the day of delivery?
You will receive an SMS message with a tracking link when our delivery elves are on the way to your location. Please make sure the contact phone number provided at checkout is a valid U.S. phone number so you are able to receive all day-of notifications. Check out the full detail on this new delivery communication process on our Delivery & Policies page.
What happens if I miss my delivery time window?
If there is no answer at your contact phone number the day of delivery, our team will leave a voicemail and will call a second time. If there is no answer for the second attempt, they will need to move onto their next scheduled delivery and a new delivery date / time will need to be coordinated with our customer service team. There will be a $50 re-delivery fee to schedule a new delivery appointment. Check out our Delivery & Policies page for more details on the delivery and day-of communication process.
Tree Concerns
How do I take care of my tree?
Please view our Tree Care tips and tricks for maintaining your tree.
My tree was delivered but it is too big / too small
Please contact our customer service team at info@phillytrees.com or 267-927-8737. Our team will arrange a day / time frame for a swap to replace the tree previously delivered for a tree that better fits your size needs. Please note that you will be charged a $50 re-delivery fee. Additionally, if you have upgraded to a larger size tree, you will also be charged for the difference in price between the original tree and the new, larger tree.
I’m not happy with my tree. Will PHILLY TREES replace it?
Please see our Delivery & Policies page to view our tree swap policy.
I already have my own tree stand. Can I use my own?
All of our tree packages come with a tree stand. We require that all installations are done with our PHILLY TREES stands to ensure that your tree has been securely installed.
Lighting /Decorations
How long should I wait to decorate my tree?
Typically we suggest giving your tree 24-48 hours to settle before putting decorations on it, depending on the tree size. Smaller trees can be decorated sooner, larger trees need longer to settle. Basically 1-2 days.
Removal & Recycling Service
I ordered tree removal. When will I be able to schedule a date / time for removal?
You will receive an email the week before Christmas with instructions to schedule your tree removal. Tree removals will be available from TBD.
What do you do with the trees once removed?
Our team will take all trees to PHILLY Tree Recycling Centers.