Here's everything you need to know before placing an order.
Pickup
- Please arrive within your selected pickup time window.
- You'll choose your tree in person upon arrival.
- We can only hold your tree for the date and time slot you've booked.
- Trees not collected during your selected window may be resold. We'll do our best to find a replacement, but this may not be available until our next delivery.
- Trees don't come with a stand — add one to your order separately if you'd like one.
Delivery
- All trees are hand-picked by our team.
- Delivery is to your front door only (foyer only for apartment blocks).
- Our drivers aren't able to set up your tree for you — if you'd like this, please add the Setup option to your order.
- Trees are delivered on your selected date, between 7am and 8pm.
- We'll message you at least 2 days beforehand with your 3-hour delivery window.
- If you're not home, we'll leave your tree in a safe place with the base cut and placed in a bucket of water. Please try to be home for your delivery window.
- Your tree will be netted where possible.
- Trees don't come with a stand — add one to your order if needed.
Delivery with Setup
- Everything above, plus our team will set up your tree for you at your home.
- We're unable to refund the setup fee if nobody is home when we arrive.
- Your tree will be taken out of its netting as part of setup.
- If you're supplying your own stand, please have it ready and set up before we arrive (we carry spares in case yours doesn't fit).
- Please clear the space where you'd like your tree placed before we arrive.
January Curbside Pickup
- Please remove all decorations and lights from your tree beforehand.
- Place your tree out for collection by 7am on the 6th of January.
- Make sure it isn't blocking footpaths, driveways or parked cars.
- Once collected, your tree is mulched and returned to the grounds of our partner charities.
- If your tree isn't out in time, we won't be able to collect it and no refunds can be given for missed pickups.
Refunds
- We'll do everything we can to help your tree look its best for as long as possible — please follow our tree care guide once you get it home.
- If your tree changes colour drastically within a week of purchase, we'll offer a full refund or replacement (photo evidence required).
- If you've reserved a tree, please collect it during your selected date and time — we can't guarantee your chosen size or a stand will still be available otherwise.
- We don't offer refunds for trees not collected during your selected window.
- If we don't have a tree that suits you at your pickup time, we're happy to give a full refund.
- We stock a wide range, so you're welcome to try again on another day — just come early to avoid disappointment.
- Changed your mind? A $15 admin fee applies to cancel an order.