heartnotincluded web store FAQ section

The trees are pretty durable. Always handle your tree from the base or trunk near the base of the tree. We do recommend you put heavier jewelry on larger branches and light jewelry on smaller or thinner branches. You may see some breakage on very thin or small branches since the trees are natural and may have a little dead part, but it is seldom and will not change the look and function of your tree. You may not even notice later.

No. Even though some trees have live moss on them you do not need to water your tree.

Clean dust from tree with a small soft dust brush. Wipe base with a damp cloth or sponge. Rocks may be dusted off with a brush or you can carefully remove from base and clean with water. You do not have to use soap for the rocks. If you wash the rocks, make sure you block the sink or use a strainer so rocks do not fall down the drain. See FAQS page on our website for detailed cleaning information www.heartnotincluded.com/FAQ

Yes. We are happy to do custom trees for loved ones, weddings, special occasions or colors not shown here on ecrater.com. Upon ordering, you must give a detailed description and we can let you know along the way what is possible and how much it adds to the price.

Each tree is made to order and we need from 2 days to 5 days depending on how complicated custom tree are. We then ship UPS for the continuous 48 states, Alaska and hawaii we ship USPS. We ship from Los Angeles.

Heart Not Included accepts returns, exchanges or refunds and must be done via email, fax or letter. Full refunds on purchase price (not including shipping) are credited back to customer. Returns must be done in a timely manner (within 7 days of receipt). SHIPPING FOR EXCHANGED TREES ARE PAYED FOR BY CUSTOMER/BUYER. IT IS CUSTOMER/BUYER'S RESPONSIBILITY TO EXCHANGE WITHIN A 7 DAY PERIOD UPON RECEIPT AND PACKAGE TREE IN THE SAME MANNER TO INSURE A SAFE RETURN AND QUALIFY FOR A REFUND OR EXCHANGE.