Welcome to OliveTree Home's Frequently Asked Questions. Please read this page before Texting or completing a Contact Us form. We worked hard to provide you as much detailed information as possible and the information found here is the same information you will receive in an email or chat response.
How can I contact Customer Service?
Email- Email firstname.lastname@example.org or complete a Contact Us form. We will do our best to respond to your email within 24 business hours.
Text- Click the Chat bubble to send an SMS. Desktop users can enter an email address or phone #. Mobile users will only have a text option. Text responses are available 10am - 10 pm EST Monday through Friday & 10:00 am - 6:00 pm EST on Saturdays.
Not sure on a color? Need to purchase a gift? Want to see a bigger picture? We're here to help!
What is OliveTree Home's return policy?
OliveTree Home uses dropshipping so we can offer you such a great selection. Returns must be made within 21 days from the Delivery Date listed in tracking, unless otherwise indicated on the item page. Some items are Final Sale and not returnable and will be indicated on the item page.
If you are ordering a Holiday gift, please inspect the purchase immediately upon receipt, as return times are not extended.
All returns must be in unused, original condition. Fabric items must be unwashed. All items must be returned in their original packages and all included materials must be returned intact with the item. Please keep the shipping box until after the policy time period has expired.
Please Contact Us to request a RMA # and return address. Please be sure to include the reason for the return. Returns shipped without an RMA # cannot be processed.
Customers use their own preferred shipper for their return. In some instances of returning multiple items, if the items come from different vendors, they will need to be returned separately. Return shipping fees are not reimbursed on regular returns, as we do not forward the 20% restocking fee we pay for each item onto your refund.
Late return requests can be denied for any reason.
Can I exchange an item?
We apologize, we do not offer exchanges.
What forms of payment do you accept?
OliveTree Home is happy to accept Visa, MasterCard, American Express, Discover, Amazon Pay, Paypal, and Visa / MasterCard logo debit cards.
Need a free Paypal account? Please go to www.paypal.com. Any questions regarding Paypal Credit can be directed to 866-528-3733.
We do not accept COD payment, wire/ bank transfers, or checks.
What are the shipping fees?
Standard shipping is Free on Orders of $60.00 or more. Items that cost over $60.00 are marked as Free Shipping as a reminder. Items under $60.00 will ship free if the entire order sub-total is $60.00 or more, unless they are marked Free Shipping.
Please note we do not ship to PO Boxes or Hotel Guests. If your town does not offer USPS home delivery, please consider shipping to your workplace or choosing expedited shipping on eligible items.
Standard Shipping fees:
$1.00 – $59.99= $6.95
$60.00 – $1,999.99= FREE*
$2,000.00 and up= $250.00
Expedited Shipping Fees:
$1.00 - $49.99= $15.00
$50.00 - $99.99= $45.00
$100.00 - $199.99= $87.00
$300.00 - $474.99= $200.00
$475.00 -$2000.00= $300.00
$2001 and up= $400.00
*Orders shipped to Alaska, Hawaii, and Puerto Rico will have increased shipping fees & shipping times and are not eligible for free shipping promotions.
What are the Shipping Time Frames?
Standard Shipping is 4-8* business days.
Expedited Shipping is 2-3* business days.
Large item delivery is done by freight service and you will be contacted to arrange a delivery time for when you will be home. This may extend the time frame if you are only available certain days/times.
* After processing. We recommend you pay with Paypal for faster processing times. Weather delays will be listed on the carrier website. The safety of the carrier driver is of utmost importance.
If your package is delayed due to unavoidable weather conditions, an incorrect address that caused a forward or return to sender, or a requested order change, a shipping fee refund will not be provided.
Where is my order?
We appreciate your order! Credit card and Amazon Pay orders will ship within 2-3 business days and Paypal payment orders will ship in 1-2 business days, unless noted on the item page.
Orders placed after 12 noon Est will start to process the next business day. Orders placed after 12 noon EST on Friday will not process until Monday (unless that Monday is a bank holiday). Custom orders require a longer processing time and will be indicated on the item page. Business hours do not include Friday after 12 noon EST, Saturday, Sunday, or Bank Holidays.
You will receive an email with the tracking # for your shipment. Please allow at least 24 business hours for the tracking to update.
If your order ships in multiple shipments, you will receive more than one email with the tracking # of each shipment.
How will my order ship?
Orders may ship UPS, UPS Surepost, Fedex, Fedex Smartpost, or USPS. Our partner vendors choose the shipping carrier and method.
For large/heavy items, see below.
Please watch the tracking if a signature is noted to be needed to be sure someone over 18 is available.
Please note we do not ship to PO Boxes or Hotel Guests. If your town does not offer USPS home delivery, please consider shipping to your workplace or choosing expedited shipping, if available.
Large item/ Furniture Delivery
Very heavy or large items, such as furniture, are Curbside only. This means the item will be delivered outside and not inside your home. You must open the package and inspect your order while the driver is present, so you may report any damage to the shipping box/container and/or any damage to the item to the driver immediately.
Note any damages on the delivery receipt and refuse the shipment. If the damages are not noted on the delivery receipt, the recipient will be responsible for filing a claim with the carrier. If you cannot open the package in front of the driver, take pictures of the box and/or packaging before opening it. All damages must be documented and photos taken of the packaging to get any type of shipping claim and reported by email within 24 hours of receipt.
My order shows delivered, but I do not have it.
We are sorry you have having trouble with your order delivery. If your order shows delivered and you have not received it, please do the following before filling out a Contact Us form- Check all around the house and garage for the package, including under bushes and in trash cans (yes, this really has happened), check with your neighbors and/or leasing office/ building manager to see if they received it by accident or accepted it for you. Check with the carrier to see if another recipient has returned the package to them. (Please do not start a claim with the carrier at this time.)
If you still are unable to locate your package, please Contact Us.
I paid for Expedited shipping, but my order did not ship the next day.
Please note, only the shipping time period has upgraded, not the processing time. Please be sure that you give enough time to receive the item by this schedule, as shipping fees will not be refunded for any reason, unless the shipping has exceeded this time frame- excepting unavoidable weather delays. We recommend paying with Paypal for faster processing. Business hours do not include Friday after 12 noon EST, Saturday, Sunday, or Bank Holidays.
Do you offer international shipping or billing?
Currently, OliveTree Home bills and ships only to the United States. Orders shipped to Alaska, Hawaii, and Puerto Rico will have increased shipping fees and are not eligible for free shipping promotions.
If you are outside of the US and would like to place an order, please use Paypal for the payment. Please do not attempt to use a credit card that has an international billing address and try to choose states in the US. Your order will be canceled as fraud even if it allows you to submit.
Please use a freight forwarder for the shipping address. Only use freight forwarders that fully inspect an order for accuracy before they forward the order to you, such as www.myus.com. If you need to make a return, please request an RMA # so the forwarder can return it while it is still in the US. Please note that same day replies on RMA requests are not guaranteed and you are responsible for any holding fees.
If you choose to ship to a friend or family member so they may forward the order to you, it is their responsibility as the order receiver to fully inspect it for accuracy or damage before they forward it to you and make any return necessary while the package is still in the US. Please note that same day replies on RMA requests are not guaranteed.
If you choose to use a freight forwarder, or have a friend/ family member ship to you at an international location, you take full responsibility for the order, no matter the condition it arrives to you in. Orders that have left the country are not eligible to be returned for any reason. If you have an issue with an order, please contact your freight forwarder directly for assistance.
Canadian customers that ship to package stores located in the US are responsible for checking their packages for accuracy and damage while still in the US and to make any needed returns while still in the US. Same day responses for return requests are not guaranteed. Any returns shipped from Canada, even for fulfillment issues, are at the customer's expense.
If you receive multiple Order Confirmation emails and did not intend to place more than one order, please Text us or complete a Contact Us form with the subject Urgent- Order Error. Please be sure to indicate all the Order #'s to be canceled.
If your error order has already been processed, your order will not be able to be canceled. We will work with you to return the extra orders once they are received, if they were caused by a site technical issue.
Do not refuse a shipment under any circumstances unless it is an LTL delivery for a damaged item.
Refused shipment fees will be at the cost of the customer and include original shipping fee, return shipping fee, and a 20% restocking fee.
Can I Cancel or Change My Order?
We are unable to add items to an order once Place Order has been clicked. If you need to add an item, please place a new order. If the two order Sub-totals combined equal $60.00 or more, you may complete a Contact Us form to request the 2nd order shipping fee be refunded. Please be sure to include both Order #'s. Two orders that do not equal $60.00 or more in the Sub-Total are unable to have both shipping fees refunded, but we will refund the fee on the 2nd order.
If you need to cancel an order or make an address correction such as correct a zip code or street name spelling, please fill out a Contact Us form with the subject Urgent Cancel/Change Request, if Live Chat is unavailable.
For security purposes, we are unable to change to an entirely new address unless it is the billing address on the order and a credit card was used as the form of payment. We are unable to make any changes to Paypal or Amazon orders as it voids our Seller Protection.
These change requests cannot be guaranteed, but we will do our best to assist you with correcting your error. OliveTree Home provides a Review Page to confirm all information is correct, and the opportunity to correct any errors, before you submit your order. Any fees associated with a change request are the responsibility of the customer.
If we are unable to cancel your order before it processes, you may return it using your own preferred shipper. Please contact us for an RMA # and return address so your refund can be processed.
If we are unable to correct an order address, please contact the carrier to request the package be rerouted back to the warehouse or to a different address. Please watch the tracking to be sure it Returns to Sender or marks as forwarded. Why do you need to contact the carrier? If we attempt to change your address after it ships, a $10.00 fee is applicable for the attempt, as this is a fee our partner vendors charge us. This fee is applicable even if the attempt does not go through.
If Surepost or Smartpost was used, changes are not accepted by the carriers, we apologize.
How do I request an RMA # for a return?
Please Live Chat during service hours or Contact Us. Refunds cannot be processed for returns received with no RMA # included.
What is the return address?
Please request an RMA # before shipping any returns. RMA #'s show proof of intent to return an item. Returns received without an RMA # cannot be processed.
OliveTree Home drop ships from multiple reputable vendors. The return address will be provided to you when you receive the RMA #.
Please be sure to get a tracking # for your return package. We strongly encourage insuring all return packages. We are not responsible for lost returns.
When will I receive my refund?
Please allow 10 business days for your refund to process. Your bank can then take 2-7 business days to post the refund to your online billing statement, per your bank policy. We appreciate your patience.
My order arrived with a Damaged or Incorrect item.
We are very sorry this has happened and are eager to assist you. In the event of a Damaged item, please notify the carrier immediately, however, please do not file a claim with the carrier unless we request you do so later.
Please then email us within 24 hours of receipt of your order at email@example.com.
Please note that slight color variations are normal due to the differences in phone/computer monitor screens and the lighting in your area. These are not cause for a free return label.
Damaged Items- Please include details of the damage, along with clear, focused photos showing the damage on the item. Please also provide a picture of the box before opening it, being sure to include a close-up of any box damage, as well.
If the item was delivered Curbside LTL, please be sure to file a claim with the driver at the time of delivery and refuse the shipment. Then contact us to advise if you would like a refund or replacement.
Incorrect item- Please email a photo of the item you received, along with a close up of the barcode on the item box or tag, if applicable.
Missing Part(s)- If your item requires assembly and a part is missing or defective, please email us with the part name and also part #, if available.
Please do not file a claim with the carrier unless we request you do so. We will work to correct any errors with your order as soon as possible by replacement or return, vendor choice. Please do not return any items unless you have received an RMA #. Returns received without an RMA # cannot be processed.
No accessories are included that may be pictured unless specifically stated they are included in the product description, even if the description does not state accessories not included.
I clicked a Pinterest Buy Button and it went to a 404 Page.
We apologize, the item is currently sold out. Please shop our Collections to find similar items.
Do you have promotion codes?
We are happy to list site-wide promotion codes directly on the Homepage when they are being offered. We encourage you to sign up to receive promotional emails, as well. Promotional emails will sometimes contain offers only available to subscribers. You can join on the Homepage.
Do you offer price adjustments?
We are happy to honor a sale price adjustment within 7 days of the order date, as long as you contact us during the sale and the item is in stock.
Do you offer price matching?
We won't always be the lowest price, but we do offer our best price and are unable to offer price matching.
Looking for ways to save? Join our Loyalty program and earn Beans for insta-savings. Join our email list and receive a welcome offer.
The item says Save $XX, but the price didn't change in the cart.
We apologize for any confusion. The Save $ amount is the savings you are getting off the MSRP by purchasing from OliveTree Home, if the MSRP was provided to us.
For example, if the item shows a price of $34.95 Save $5, the MSRP is the crossed-out price of $39.95.
How do I create an Account?
You can create an account by clicking on Create An Account in the upper right corner of the Homepage or during checkout.
I forgot my Password.
Please click on the Forgot Password link in the log-in screen to receive a password reset. Please refresh your Inbox and check your spam box for the reset email.
The item I want to purchase is sold out.
We are sorry to hear you missed out on that perfect item. We will update the inventory if it becomes available again. Please keep checking back.
I want more information about a product.
All available information and pictures are listed on each item page. Additional information and pictures are unavailable, though we can email you larger pictures and check for more inventory.
I am having trouble placing my order.
We're sorry you are having trouble completing your order. Most shopping cart issues are caused by cookies. If an item won't add to cart, you cannot complete a field, or the place order button doesn't work- please log-out and/or leave OliveTree Home and clear your browser cookies, and cache if applicable. If you are unsure of how to do this, please Google/Bing the instructions for your browser.
If you have cleared cookies/cache and can still not add to cart, the item is sold out.
If you are receiving an error message and do not know how to correct the error, please Contact Us or Chat in. Please be sure to include the exact error message in your request.
Why does my order have Sales Tax?
Sales tax is assessed automatically by the Shopify Checkout System. If you feel you are incorrectly being taxed, please Contact Us after contacting your local government. We have locations or ship from the following states, which may add tax to your order- Florida, California, Missouri, Oregon, and Wisconsin.
How do I address my order?
When shipping to an apartment or school use both Address lines- one for the street name and one for the suite or apartment #. Addresses with all of this information on one line may cut off important information on the address label. If this happens, the customer is responsible for the shipping fee even if they do not receive the package. Each line should generally not exceed 33 characters, including spaces and special characters, such as commas and hyphens. Please abbreviate words to be sure they fit the lines, as needed.
I want to ship my order to my workplace.
We understand you may be more comfortable having packages shipped to your work location. Please be sure to include the Company Name in the appropriate field and include your work phone #.
Use both Address lines- one for the street name and one for the suite #. Addresses with all of this information on one line may cut off suite information on the address label. If this happens, the customer is responsible for the shipping fee even if they do not receive the package.
I am shipping a gift.
We understand this is a very important order. Please be sure to include the recipient's name and phone # in the shipping address. They will not be contacted.
When shipping a gift to a workplace, apartment, or school, use both Address lines- one for the street name and one for the suite or apartment #. Addresses with all of this information on one line may cut off important information on the address label. If this happens, the customer is responsible for the shipping fees even if they do not receive the package.
Gift Wrap & Gift Message.
We are happy to offer gift Messages for all orders after checkout. On your checkout page, you will see an option to send a text or video gift message. Please click on the link provided to get started.
Make it really special by adding a Hallmark card to your order during checkout. Click on the little Gift icon on the top left corner of the 1st shopping bag page. Hallmark cards are real, mailed cards.
We apologize, we are unable to offer gift wrap.
What is MDF Wood?
Per Wikipedia- Medium-density fibreboard (MDF) is an engineered wood product made by breaking down hardwood or softwood residuals into wood fibres, often in a defibrator, combining it with wax and a resin binder, and forming panels by applying high temperature and pressure. MDF is generally denser than plywood.
California Proposition 65 Warning-
WARNING: This product contains a chemical known to the State of California to cause cancer and reproductive toxicity.
Our products are required to meet applicable federal standards for food safety. However, the materials used in printing the decorations found on the exterior of certain products may contain trace amounts of lead and cadmium, chemicals known to the State of California to cause birth defects or other reproductive harm. Any product with a California Prop 65 Warning falls into this category. Please note, the same product sold in or delivered to any other state is not required to maintain the warning.