Frequently Asked Questions (FAQs)

Question: An entire section of my tree won't come on and I just took it out of the box. Why won't it light?
Answer: This is likely happening because the foot switch, (it looks like a green, round button), has not been pushed down after plugging it into the wall. This switch goes in-line with the wall socket. The cord is a dark green and much thicker than the wiring for the mini-lights. It may be wrapped up inside the section. Remove the bubble wrap and twine to make sure.

Question: Are any of your bulbs available in stores?
Answer: The bulbs are standard sized 2.5 volt commercial grade mini lights and can be somewhat hard to find in stores. The sockets may differ. This means you might have to pull the actual bulb out and insert it into the existing socket of your tree. For a replacement to our Worry-Free lights, we recommend buying them directly from our homepage. For LED lights, the same applies.

Question: If I light the tree myself, can I use larger bulbs?
Answer: Yes you can. However, you must make sure that the lights are the same voltage, (2.5v). Also, make sure you're using bulbs that don't generate excessive heat as high-wattage bulbs can melt needles!

Question: I live in a foreign country. Will your lights work here?
Answer: Our lights are made for use with 110v. Most countries outside of the U.S. use 220v. You would need to purchase voltage converters for your specific electric current. If you are uncertain, contact a qualified electrician in your area. Note: We do not sell or provide converters.

Question: Why do some trees have only a 1-year light warranty and others have a 3-year light warranty?
Answer: When there are more enhancements on a tree, you pay more for the tree, and as such the light warranty is greater. It is similar to a computer, you can buy a basic one and get a basic warranty. If you buy a more-expensive computer, you get a better warranty. There is no difference in the quality of lighting either way.

Question: What kind of bulb is used on Worry-Free trees?
Answer: These are 3.5 volt commercial grade mini lights. You might have a hard time finding the correct sockets in stores, however, you should be able to use a quality bulb to replace any burnouts you experience. You will have to remove the bad bulb from the socket and replace it with a new one. Otherwise you will not have the correct fit when placing the bulb back into the socket.

Question: Are the lights twisted around the branches or attached with clips?
Answer: Our lights are both twisted around the branches and attached with clips.

Question: Do the lights have twist-proof sockets?
Answer: Yes.

Question: What is the wattage formula?
Answer: The calculation is as follows: watts = volts x amps. Each bulb is 2.5v x 0.17a = 0.425 watts per bulb x number of bulbs = approximate total wattage.

Question: What colors are in the multi-colored lighting?
Answer: Our multi colored lights come in 5 colors: Red, Green, Blue, Amber, and Clear.

Question: What is the distance between light bulbs on the strings?
Answer: We distribute whatever the light count is evenly throughout the tree with never more than one light on each branch tip.

Question: Can you use C-7 lights on non-lit trees, (they get hot), or should I only use standard min-lights?
Answer: You can only use Cool Bright C7’s or C5’s. Make sure you do not use lighting that generates excessive heat.

Question: Why does “X” Combo tree have 1500 lights but the standard “X” tree have only 1000 lights?
Answer: There are 750 multi-colored lights and 750 clear lights on the combo tree, whereas there are 1000 clear only or multi only on the standard tree. The combo tree allows you to switch between the two color schemes, or have them all on at the same time!

Question: If one lights burns out, do the rest stay lit? If they don’t stay lit, explain.
Answer: With series lighting (L.E.D. and Classic Standard lighting is run in series), if a bulb was missing, broken, or loose, it will cause a partial outage or an entire strand will go out. If you can plug that section in and start at the first darkened bulb, wiggle each bulb, checking for a broken tip or whole bulb. When you get a flicker of lights on, you should have located the bad bulb. If it is broken or missing, replace it. If it appears ok, remove it and look at the two wires that go from the center of the bulb up each side of the holder. On occasion, one wire is too short of missing altogether. Replace that bulb. One more thing as you’re going along, gently pull each wire that goes into the socket downward. Sometimes they are not securely in place and one of the contacts inside the socket is higher than the other. When there is movement in the branch area from any of the above, the lights will flicker and go out.

Question: What do I do when a light bulb burns out after the light warranty is over?
Answer: All you have to do is purchase more bulbs and replace them. You can find the 2.5v mini lights at many stores nationwide.

Question: What happens after the light warranty is over?
Answer: If you have a total light failure after the limited 1-year or 3-year warranty, you can remove the light bulbs or strands and string your own. The light warranty itself only covers shorts, cut wires, or defects in the circuitry. Any time a bulb burns out on a string this is not covered under the light warranty. This is a user maintenance responsibility.

Question: Do you sell light sets?
Answer: No, we do not sell light sets individually.

Question: Do you include extra bulbs and fuses with the trees?
Answer: We include spare bulbs. The spare fuses are within the sockets on each strand.

Question: How do we measure the height of the tree?
Answer: All of our trees are measured in the stand from the floor to the tip of the top branch.

Question: If a tree is 62” wide, is that the diameter or circumference?
Answer: It is the diameter. The width of our trees is measured across the bottom or widest part, from side to side or front to back, (the diameter of the widest branch).

Question: What do you mean when you say: “shape your tree”?
Answer: First, check to see if the hinge pin fell out of its socket at the base of the pole. If it is inserted in place you can bend a drooping branch upwards by holding the branch close to the pole with one hand and gently bend upwards with the other.

Question: Do widths vary from tree to tree?
Answer: Widths can vary between 1-3 inches, depending on how you shape your tree.

Question: Where can I find the weight and box sizes of the tree?
Answer: Carton weights and dimensions are available by clicking on the link: “Shipping Carton Weight Information”, on each individual product page.

Question: Do your trees rotate or do you sell rotating stands?
Answer: We do not sell trees that rotate or rotating stands. However, our trees will fit into a rotating stand which you can buy at retailers locally. We do not recommend using a tree larger than 7½ft for a rotating stand due to the weight of the tree. Our tree poles are between 1" and 3" in diameter depending on the tree's size.

Question: How far off the ground is the first row of branches for my tree?
Answer: Depending on how you shape the tree, the bottom row of branches will be approximately 9"-14” from the floor.

Question: Are the hinges on the branches plastic or metal?
Answer: The hinges on our trees are made out of steel.

Question: What thickness (in microns) are the needles?
Answer: The needles vary from 0.12 to 0.24 microns. Most all trees are 2 ply. One ply needles are 0.12 and the other variation is 0.14.

Question: Can you explain the “number of tips”?
Answer: Generally, tip count of trees with shorter needles will be greater because of the length of the material. In addition to the spacing between branches and rows, tips are placed on the main branch stem to allow adequate room for displaying ornaments. Also, the varied branch lengths creating the silhouette of the tree can leave areas of ins and outs for larger, longer hanging ornaments.

Question: What is the diameter of your tree stand's pole opening?
Answer: We have 2 types; one has a 2" opening for large trees, the other is 1 1/4" for smaller trees.

Question: Can I request a special time or day for delivery?
Answer: Unfortunately, it is not possible to request a special time or day for delivery. UPS and FedEx will generally leave packages in a safe place if you have a signature release on file with your order, (default), or leave a note on your door with instructions.

Question: Why is my package taped so vigorously?
Answer: Boxes are double taped before leaving our warehouse to insure that it arrives to you intact. Some of the trees are heavy and reinforcing them with extra tape is very necessary to avoid box breakage due to any mishandling that may occur.

Question: Do you supply storage boxes for your trees?
Answer: You can store your tree in the boxes it shipped in. If you need more boxes, local storage centers sell a variety of sizes. We also sell storage bags. Many of our trees have “free” storage bags.

Question: I work during the day. Can I request a special time or day for delivery?
Answer: Unfortunately, it is not possible to request a special time or a day. UPS will generally leave packages in a safe place if you have a signature release on file with them or leave a note on your door with instructions. No signature is required for delivery by default when you order.

Question: What is the round plastic cylinder with holes around the pole?
Answer: That is the pole protector used for shipping purposes only to prevent the pole from breaking through the box.

Question: Are there taxes or duties for Canadian & other International orders?
Answer: Yes, for Canada, Europe, and any other order shipped outside of the United States, there is a Duty fee of up-to 20% of the cost of the tree that must be paid upon delivery. Tax/Duty fees vary widely depending on the country. We suggest contacting your local customs office to find out the exact pricing for your country. This cost is not covered by Tree Classics nor is it included in your additional shipping cost. This applies to Canadian and all other International orders.

Question: Do your trees contain any lead?
Answer: Tree Classics uses a standard wire containing trace amounts of lead. This is the same wire that every other light string manufacturer worldwide uses that we know of. We choose wiring suppliers that claim the lowest lead content that still meets all insulation safety standards as required by law. Any product we sell in California requires a label notifying customers to the lead contained in the wire insulation. We print this warning on all of our products, regardless of where it is sold. The potential hazard is controversial because the actual amount of lead is minute and because studies conducted on individuals handling such wire daily for years have been inconclusive. We neither endorse nor oppose the wire insulation standards of the industry, but we do recommend washing your hands after tree setup and takedown. Rest assured, these products are the same trees, wreaths, and garlands we use in our homes with our own children, and would never expose them to harm if we felt it would endanger their health or the health of others.

Question: Do I get a stand with my tree?
Answer: Every tree includes a stand suited for its height and weight. Some stands are plastic, some are steel. The type of stand you get is designed to withstand 2x the weight of the tree itself.

Question: Are your trees flame retardant?
Answer: Yes. We use top grade 100% flame retardant PVC and our PE products are also 100% flame retardant.

Question: I have allergies to certain materials, are your trees non-allergenic?
Answer: Yes, they are.

Question: Where should I store my tree?
Answer: We suggest a cool dry place, not to exceed 120 degrees Fahrenheit. An attic is NOT recommended.

Question: What if a part breaks and I need a replacement?
Answer: We have a 10-year warranty on all trees that covers the framework and materials on the tree. Pre-Lit trees also come with a 3-5 year limited light warranty. You can read the fully warranty information on our website.

Question: What forms of payment do you accept?
Answer: We accept Visa, MasterCard, American Express, and Discover. We also accept Personal Checks, Money orders, and wire transfers. With personal checks, we ship after the check clears, approximately 1 week after receipt.

Question: Who must pay the sales tax, if any?
Answer: Tree Classics is located in Lake Barrington, IL. We are required by law to impose a 7% sales tax on orders billed within Illinois. No sales tax is required on orders being shipped outside of Illinois as long as the billing address is not in Illinois at this time. Sales tax is applied to the billing address on file. If your billing address is in Illinois, sales tax is applied to the order regardless of the product's shipping destination.

Question: Do the trees lose more needles the first year and what about subsequent years?
Answer: Shedding is greatest the first year. Because of the twisting process in the manufacturing, this is normal. The following years the shedding will be minor.

Question: What is the round plastic cylinder with holes around the pole?
Answer: That is the pole protector used for shipping purposes only to prevent the pole from breaking through the box.

Question: What is the odd branch that is on some of the branch samples?
Answer: If it is a single branch that does not match the rest, it is used to wrap around the branch metal stem and came loose in shipping. Furthermore, if there is more than one branch located near the end of the metal branch stem, those are called "filler" branches. This offers more texture and density to the tree and is strategically placed to provide a natural, full-look.

Question: Will I be able to see the tree's pole?
Answer: When the tree is shaped correctly, the tree's pole will not be seen when fully decorated.

Question: Why is one tree more expensive than another tree?
Answer: Tree price is determined by light count, tip count, features, and the type of material that is used.

Question: Are the needles 2 ply or 1 ply?
Answer: All of our tree needles are 2 ply except bristle trees that have a hard-straight needle. Other needles are flexible, shorter, and soft to the touch.

Question: Are the pinecones on some trees real?
Answer: Yes, all the pinecones are heat-treated, sterilized, and 100% natural.

Question: What is a hard needle and what is a soft needle?
Answer: A hard needle is the bristle, like a hair brush with stiff bristles. A soft needle is flexibel and soft to the touch like the (PE) Polyethylene needles.

Question: What are Polyethylene (PE) Trees?
Answer: Liquid PE is poured into a mold for the branches. These molds are based off of actual tree needles. The end result is a very realistic looking tree with crush-resistant needles that will last for years without losing their looks.

Question: What is the snow made out of on the Snowy Aspen? Can it fall off, and will it turn yellow? What can be done if it falls off?
Answer: You will get some fall off due to the nature of how the flocking is sprayed on the branches. We don't have a specific method to re-attach this without gluing any pieces back onto the needles. We recommend using a clear adhesive. This would be your best choice for quick fixes if you notice subsantial fall off after years of use. Tree Classics can also provide cans of flocking. There is no discoloration of this flocking material.

Question: Will the White trees turn yellow?
Answer: This has happened in the past on very few occassions. This is likely due to where the tree is stored improperly. It is unclear as to what causes this to happen but something like this is covered under the 10 year warranty. Should you have significant discoloration we will replace the section of the tree with the problem. To avoid this, make sure you store your tree in a cool, dry place, (not an attic).

Question: How many garlands can be connected together and how?
Answer: You can connect up to three 12' garlands and up to two 20' garlands. There is a male and female plug at each end.

Question: Can these trees be used outdoors?
Answer: With the exception of the Emerald Green Giant and trees specifically marked for outdoor use, we discourage the use of our trees outside unless in a covered location not exposed to rain or snow.

Question: How do I store a tree?
Answer: Put each section on the floor after lifting it upside-down so the branches fall down towards the center pole. Push the branches up against the pole to compress the tree. Wrap each section with a twine or other string and tie them so it is easier for you to put the section in a storage back or the original box. Our tree bags are $29.95 each.

Question: My Tree Bag doesn't fit my tree. What do I do?
Answer: The tree comes with "x" storage bag(s), and the tree will have to be compressed before putting the sections back into the bag. If the bag is horizontal, insert the bottom section into the right side of the bag with the pole facing the center of the bag. Next, insert the middle of the tree on the left side of the bag with the pole also facing towards the center of the bag. Lastly, insert the top of the tree in between the other 2 sections.

Question: Which trees are good for haning heavy ornaments?
Answer: All the trees we manufacture have a rigid branch stem with a steel wire going through it that can handle ornaments much better than a real tree could. The only exception would be some of the short tips on PE trees that do not have a steel wire inserted in those short tips.

Question: How do I fix droopy branches?
Answer: First, check to see if the hinge pin fell out of its socket at the base of the pole. If it is inserted in place you can bend a drooping branch upwards by holding the branch close to the pole with one hand and gently bend upwards with the other.

Question: What is an easy way to separate my tree sections after the season?
Answer: You can use a lithium grease on the pole sections or a silicone spray. Twist sections left to right gently and it should come loose without an issue. This method helps greatly with very heavy trees since the tree's own weight can force the pole down further causing a section to become harder to pull upwards and remove.

Question: Do Hallmark Ornaments work on your trees?
Answer: Only on select models that use our traditional classic lighting.

Question: How do I know how much garland to buy?
Answer: This depends on whether or not you will be twisting or swagging your garland. If you are doing either, the general concensus is that 10' of garland when twisted or swagged will cover a total of 6'. If you purchase 20' of garland, you can cover 12', and so on.

Question: What do I do when a light bulb burns out after the light warranty is over?
Answer: All you have to do is purchase more bulbs and replace them. You can find the 2.5v mini lights at many stores nationwide.

Question: What happens after the light warranty is over?
Answer: If you have a total light failure after the limited 1-year or 3-year warranty, you can remove the light bulbs or strands and string your own. The light warranty itself only covers shorts, cut wires, or defects in the circuitry. Any time a bulb burns out on a string this is not covered under the light warranty. This is a user maintenance responsibility.

Question: How can I fix a strand of lights that is out?
Answer: Visit our light troubleshooting page here for detailed steps on how to fix a problem: http://www.treeclassics.com/troubleshooting.aspx

Question: I've tried to fix the lights myself, but I still can't get it to work. What do I do?
Answer: In this case, we suggest using the LightKeeper Pro. This tool is designed to fix dead strands quickly and easily. 9/10 trees that have a dead strand of lights are caused by 1 or 2 bulbs that are burned out and simply need to be replaced. The problem is finding the bad bulb. The LightKeeper Pro helps you identify a bad bulb very quickly and gets you back up and running. This tool works not only with our trees but with all other Christmas lights around the house. See the LightKeeper Pro here: http://www.treeclassics.com/light-keeper-pro.aspx#

Question: Do you repair burned out bulbs?
Answer: No, we do not repair burned out lights. This is not something covered under our light warranty. However, we can help you troubleshoot the problem. Make sure you read through the troubleshooting guide on our website and learn how to find quick solutions to common lighting issues.

Question: Do you have online guides that help troubleshoot lighting?
Answer: Yes, please visit the following link: http://www.treeclassics.com/troubleshooting.aspx

Question: Where are the spare fuses located?
Answer: The spare fuses are located in the plug itself. Each plug slides open to reveal 2 fuses. 1 fuse is in use, the 2nd fuse is the spare. You can see how this works in our troubleshooting step-by-step guide here: http://www.treeclassics.com/troubleshooting.aspx

Question: How do I check for burned out bulbs? (non-L.E.D.)
Answer: The best way to check is to examine each bulb's glass closely to see if there is any dark/black residue. If you see a black residue on the inside of the glass you can be sure the bulb needs to be replaced. This is easy to see with clear lights. You will not be able to use this troubleshooting method with multi-colored lights since the glass is colored.

Question: I have a set of L.E.D. lights that isn't coming on, what do I do?
Answer: The only way to troubleshoot L.E.D. lights that are out is to inspect the connection to each light socket that isn't lit, inspect the wiring to make sure nothing is loose, and then systematically replace L.E.D. lights 1 by 1 until you find the problem L.E.D. Keep in mind, L.E.D. lights don't just burn-out, they slowly dim-over-time. If you have a new tree and an L.E.D. strand isn't working, its very likely that a socket is loose or twisted.