FAQ | The Christmas Palace

Frequently Asked Questions

Order Help

How can I pay for my order?

We accept the following credit cards: Visa, MasterCard, American Express and Discover. We also accept PayPal Express at checkout. If you prefer to buy now and pay later, we also offer a financing option through Affirm.

Is it safe to use my credit card?

Absolutely. We provide industry-standard secure checkout through Shopify. Shopify is certified Level 1 PCI DSS compliant. Shopify is serious about secure hosting and PCI compliance. All account information submitted to us is safely isolated from unauthorized Internet access.

Can I buy now and pay later?

Yes, The Christmas Palace offers a buy now and pay later financing option through Affirm. Now you do not have to wait to get the items you love and it's very easy to apply. Affirm’ s online signup process is very simple, your information is secure, and there is no hard credit inquiry. Affirm offers qualified applicants a way to pay for purchases in low monthly payments. For purchases under $50, Affirm offers a 1-month deferred payment at 0% APR. For more information click on the blue Affirm logo anywhere you see it or visit www.affirm.com.

How do I buy with Affirm financing?

Buying with Affirm is easy! Just look for it as a payment method when you are at checkout. Provide the basic information and receive a real-time decision. Easy payments are spread over time with standard terms of 3, 6, or 12 months and rates ranging 10-30% APR. Remember to select “Financing with Affirm” at checkout.

Will applying for Affirm affect my credit score?

Affirms online signup does not involve a hard credit inquiry. There is no effect on your credit score when you pre-qualify or apply for an Affirm loan. Please note, the loan could have an effect on your credit score if you're not making your payments on time.

Do I have to pay sales tax?

Sales tax will be collected from Florida residents. The current sales tax rate is 7%. Residents of other states and outside the United States will not be charged sales tax unless shipping to a Florida address.

What if I need to return my order?

Please see our detailed returns policy on this page.

Pre-Order Help

What are pre-orders?

Pre-ordering an item means that we do not have the item(s) physically in stock yet, but they will be coming in from our manufacturer soon. Once they arrive to us from our manufacturer at a later date, we will then ship out to our customers.

 Why would I purchase a pre-order? 

We offer pre-orders to give our customers the chance to “have dibs” on the item(s) before they arrive to us. The items we pick for pre-orders are items that are customer favorites, best sellers, or items that we see being extremely popular for this holiday season. A lot of the items we pick for pre-order will sell out and will not be available to purchase at a later date, so pre-orders are a great way to guarantee you receive that item.

Which items are pre-orders?

Pre-ordered items state Pre-Order on the item page.

How will I be updated about my pre-order?

We recommend providing a current email address or a phone number on your order. This will allow us to send an email or call if we see a huge delay with your pre-order. If you do not choose to be emailed, we will be unable to contact you via email about your order.

When will my pre-order ship?

We ship pre-orders in the order that they were purchased. For example, if you purchase a pre-order today and another customer orders the same pre-order item the next day, your order is shipped before the that customer. 

It's past my pre-order date, why has my order not shipped?

A large majority of our pre-orders ship out ahead of schedule or on time. We base this estimated ship date on the date our manufacturer gives us. When ordering a pre-order item, please be aware that the estimated arrival dates are subject to change at any time, and it is out of our control. Things like production delays, employee shortages in manufacturer warehouses, and shipping delays are all possible delays pre-orders can face. Please rest assured there is no way for customers to be forgotten or missed regarding their pre-order. We are one of the largest Christmas stores in South Florida and we do everything in our power to get these items in as quickly as possible. If we are facing delays with an item, more than likely all other stores are also facing a delay with that same item.

What if I order multiple pre-ordered or in-stock items with my order?

If you order multiple pre-order items or in-stock items, we will ship the in-stock items and hold the remainder of the order until the items arrive. Items will be shipped as they arrive. Should you want to hold your order until ALL the items are in stock, you must specify this after checkout by emailing Santa@TheChristmasPalace.com and include your order # in the subject line. Order #’s begin with E20 and are followed by 4 to 5 digits.

Do I pay in full for a pre-order at checkout?

Yes, when purchasing a pre-order, you are charged in full at the time of purchase. For security reasons we do not keep credit card information on file.

I already purchased a pre-order, but now the site is stating out of stock, what does that mean?

Not to worry, this just means that we have sold out of the pre-order. Rest assured we have received your order and you are still in line to receive your pre-order on the original estimated date.

Order Tracking and Shipping

How much will my shipping charges be?

There is no charge for shipping to the continental United States on most items if the order subtotal minimum is met, the exception is artificial Christmas trees, some sale items, and large display items. Please visit the shipping details section of the website for the shipping charge for artificial Christmas trees and other items.

How can I track my order?

After ordering you will receive a confirmation email with tracking information. All orders are shipped via UPS. This email will have a link for tracking your shipment online. If you have any questions, or do not receive the UPS tracking number via email, please contact us at santa@thechristmaspalace.com.

Customer Service

What if you do not have all of the items in stock?

If an item you ordered is out of stock, it will be back-ordered automatically, in some cases the order will be refunded back to you. Retired Items, close-out items, and items not to be restocked during holiday season will not be back-ordered and your order will be voided along with a refund.

What warranty is offered on your trees?

All Christmas Palace Trees come with a limited warranty. This covers factory installed lights, frames, and foliage. (Please note: Warranty does not include decorative elements such as ornaments, sprays, ribbons, or other accent items.)

How do I use a coupon?

Once you have added the item(s) to your cart, some coupon codes may automatically be applied. If you do not see the discount applied, you may apply any applicable coupon codes prior to final checkout. To do so, go to your shopping cart and select "Enter a Coupon Code". Type the coupon code into the "Promo Code" box and select "Apply" to view your updated estimated total. Please note that coupons are case sensitive, and dashes must be included.

Do you have retail locations?

Yes, we have two beautiful showrooms in South Florida. Please see our Locations page for details.

Our Ft. Lauderdale locations is temporarily closed until further notice.

Have questions we didn't answer?

If you have additional questions, please email us at santa@thechristmaspalace.com or call our Customer Service Department at 1-877-367-2474. We’d also like to hear your thoughts and suggestions on how we can make our site more helpful for you.

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