Frequently Asked Questions
Does Vickerman sell to the public?
Vickerman is a wholesale supplier and only sells to retailers and professional decorators.
What credit cards do you accept?
We accept Visa, MasterCard, Discover, and American Express. Terms can also be established, but please allow our credit department up to two weeks to process.
Do you have a sales rep that can visit me in my state?
Yes, please contact our customer service staff at 800-847-8606 and they will assist you in finding a rep close to you.
How long does it take to receive my order?
Most orders ship within 6 business hours of receipt, providing the product is in stock and the order is 100% fillable. If all of the items are not ready to ship, but you would like a partial shipment sent, please ask to have the order shipped partial.
Can I have more than one shipping address?
Yes, you can specify as many shipping addresses as you want, however you can typically only have one shipping address per order. For complex orders, involving a multi-address drop to greater than 20 locations, please request to speak to data services to assist with the project.
What freight carrier do you use?
Our default carrier for small package orders is UPS, however we ship SpeeDee for most of Iowa, Minnesota, Nebraska, North Dakota, South Dakota, and Wisconsin.
How do I check the status of my order?
The easiest way is to call us at 800-847-8606. To check the status of an order online, click on the order status link. If you know your order number and the type of transaction (orders, quotations, or return orders), enter it and click on the submit button. To view multiple orders, enter the purchase order number, if provided by you, or select the display type from the drop-down list and specify the desired period. All of the orders you have placed with us (online and through other means) are listed. Click on the order number whose status you want to check. The order details are displayed along with the tracking numbers for the shipments made.
We’ve tried several things and still have a string of lights out. What do I do?
The majority of our trees have an extra string of lights included for just this scenario. Or to use to replace bulbs that have gone out. You can pull the bulbs and gusset/husk out of the socket and use those to replace the bulbs that are out. If you have already exhausted that string of lights, and depending on the issue, we may be able to send you additional strings of lights to correct the problem until the warranty on that tree has expired
TIP: There are two products on the market that our warranty department uses to test and repair light sets. The Light Keeper Pro for incandescent bulbs and the LEDkeeper Pro for LED bulbs/strings. You can google or youtube these products. These tools are VERY helpful in diagnosing and repairing strings of lights
If a whole section of the tree has gone out, please call Vickerman Customer Service at 800-847-8606 and have your receipt/proof of purchase available. Our warranty department will require the proof of purchase and photos of the tree with the section out.
TIP: Another REALLY good rule to follow. ALWAYS – We can’t stress that enough, ALWAYS use a serge protecting power strip to plug your tree into. This saves lights! And frustration.
WmWht: Refers to the LED bulbs glowing warm white, or a golden glow that mimics the old mini incandescent light strings.
Italian: Refers to the shape of the bulb. The Italian shape is the mini bulb that has the little pointed tip.
Incandescent: This term refers to the light bulbs that contain a filament inside a glass lamp. These lamps can get a little warm to the touch.
LED: This term is an acronym for Light Emitting Diode. Using a semiconductor and has no filament. This technology is known for being more economical to run, longer lasting and cool to the touch.
Dura-Lit: Dura-Lit: Refers to a technology in the light strings that allows all other bulbs on a string to stay lit even if bulbs lose their connection. Bulbs may lose a connection if their wires are not aligned properly, or break off. Connection can also be lost if a bulb (or even multiple bulbs) is broken, loose or removed from the string. The Dura-Lit chip, that lies beneath each bulb, insures that power continues to flow to all remaining bulbs. If Dura-Lit does not show under the light technology on our website the string does not have that chip.
PE: Polyethylene – The plastic molded branch tips. Not all branches are wired all the way to the tips. Please be cautious when placing heavy ornaments on these branches.
PVC: Poly Vinyl Chloride – the flat material that makes up the needles of the branch and is wired to the tip. This type of branch can be curved or bent to keep ornaments from falling off.
EC: Refers to end to end connecting strings of lights.
EZ: EZ refers to the tree being an easy connect. The electrical connection for the lights will be located down the center of the pole. And should be as easy as putting the sections together and plugging in the tree.
Instant shape: The term Instant or Instant shape refers to a tree that would be minimal fluffing.
8F: Refers to the lights on a tree that have 8 functions: Steady Clear, Steady Multi, color changing, clear flash, multi flash, multi fade, clear fade, multi/clear fade
Shatterproof: Even though our ornaments are considered a plastic material they will still dent and can be broken with enough pressure.
Drilled and Looped: Several of our ornaments are considered drilled and looped. This refers to the stem of the ornament being drilled prior to the gold tone or silver tone plastic cap added. Then a wire is threaded through the stem of the ball and then through the opening of the cap. This allows the designer to wire the ornament to the tree or wreath without the worry of it displaced.
Single Mold: Refers to an LED string of lights that are molded onto the socket and CANNOT be changed.
Wide Angle: Also referred to as 5mm bulbs. An LED string of lights that have the small flat topped cylinder looking bulb that will disperse the light from all around and the top.
How do I cancel an order?
To cancel an order, you must contact our customer service staff by telephone at 800-847-8606. If you would like proof of cancellation, please ask the customer service staff for the cancellation ID number, or ask them to email you confirmation of the cancellation. Because orders can ship quickly, please do not mail, fax, or email your cancellation requests.
What should I do if I forget my password?
The easiest way to reset your password is to call in and speak to a representative. If you are a registered user and have forgotten your password, go to the Login page and simply type in your Login Name or your default email address under "I am a registered user but forgot my password" and click on submit. We will send your password to your default email address.
Pricing and Discounts
We offer discounts for large orders. Please contact us at 800-847-8606 to discuss our discount levels.
All claims for returns must be filed within 14 days of receipt. Please check orders immediately upon receipt. Please contact our customer service department at 800-847-8606. A 15% re-stocking charge will be applied for any returned merchandise due to over-stock or customer ordering error. Additionally, freight transit and charges are the customer's responsibility. We do not accept returns of used merchandise. Credit will not be issued for product returned to Vickerman Company that has been retail priced.
Tracking your shipment
Click on the order status link provided in the services menu. If you know your order number and the type of transaction (orders, quotations, or return orders), enter it and click on the submit button. To view multiple orders, enter the purchase order number, if provided by you, or select the display type from the drop-down list and specify the desired period. All the orders you have placed with us (online and through other means) are listed. Click on the order number whose status you want to check. The order details are displayed along with the tracking numbers for the shipments made. To track the shipment, you must go to the website of the shipping carrier.
What do I do with all the cords that are hanging throughout the tree?
Those are the ends of the lights. Normally they are taped tightly to the pole. In rare cases they are loose. Tuck those deep inside the tree so they can’t be seen. You don’t need to do any more with them.
A section of my new tree won’t light?
First if this is a tree that has the electrical connections inside the pole and if you have the tree all together take all but the bottom section off. Keeping the tree plugged in and the bottom section lit, place the next section into the pole of the bottom. Make sure it is a secure connection and no debris in the connection. You might have to use a little pressure then turn it a quarter of a turn to seat it. Doesn’t matter the direction. The section should then be lit.
Continue to do the same with then next section(s). It does require more pressure than you would expect.
If a section still does not light please call Vickerman Customer Service at 800-847-8606.
I bought my tree last season and I’m just taking it out of the box. I seem to be missing one of the sections or a whole box. What do I do?
While we strive to do the right thing for every scenario, we still need your help in providing the information as soon as possible.
We do have a return policy that states we would have to be contacted within 14 days of receipt of the product. It is imperative that you check your orders immediately upon receipt. If you find you are missing a box or section, call Vickerman Customer Service at 800-847-8606. It is much easier to try to locate the missing piece while it may still be in transit. We will do our best to try to get you the section or box that is missing.