Frequently Asked Questions

Find answers to common questions about shopping, shipping, returns, payments, and customer support at Pickative.

Shopping & Products

Q: What products does Pickative sell?
Answer: Pickative offers Artificial Christmas Trees and holiday accessories, including:

• Classic Green Trees

• Snow Flocked Trees

• Premium Realistic Trees

• Slim Trees

• Tabletop Trees

• Pencil Trees

• Pop-Up Trees

• Indoor Lights

• Outdoor Lights

• Tree Ornaments

• Tree Collars

• Outdoor Decor

Q: Where does Pickative ship?
Answer: We currently ship orders within the United States only.

Q: Are the product images and descriptions accurate?
Answer: We aim to provide clear and accurate product images, descriptions, specifications, and available details. Product appearance may vary slightly depending on screen settings, lighting, or normal manufacturing variations.

Shipping & Delivery

Q: How much does shipping cost?
Answer: Standard shipping is free on all orders shipped within the United States.

Q: How long does order processing take?
Answer: Orders are generally processed within 1-3 business days, Monday through Friday, excluding weekends and U.S. public holidays.

Q: What is your order cut-off time?
Answer: Our daily order cut-off time is 5:00 PM Pacific Time. Orders placed after the cut-off time may begin processing on the next business day.

Q: How long does delivery take?
Answer: After processing, estimated transit time is 5-7 business days. The estimated total delivery time is approximately 6-10 business days, including order processing.

Q: How can I track my order?
Answer: Once your order ships, available tracking information will be sent to the email address provided during checkout. Please allow approximately 24-72 hours after shipment for tracking information to become active or display updated carrier information.

Q: Which shipping carriers do you use?
Answer: Depending on the order, destination, and carrier availability, packages may be delivered through carriers such as:

• USPS

• UPS

• FedEx

The carrier used may vary by order.

Q: What should I do if my order is delayed?
Answer: If your order has not arrived within the estimated delivery timeframe, contact our customer support team with your order number. We will review the available shipping and tracking information and assist you with the next steps.

Q: How can I learn more about your shipping policy?
Answer: Please read our Shipping Policy for complete information about processing times, delivery estimates and order tracking.

Returns, Exchanges & Refunds

Q: What is your return period?
Answer: Eligible products may be returned within 30 days from the date of delivery, subject to the conditions in our Return & Refund Policy.

Q: Can I return a non-defective product?
Answer: Yes. Eligible non-defective products may be returned within the 30-day return period if they meet our return conditions. The customer is responsible for the applicable return shipping cost for non-defective returns.

Q: What if my product arrives damaged, defective, incorrect, or incomplete?
Answer: Please contact us as soon as possible, preferably within 7 days of delivery, and provide your order number along with photos, videos or other supporting information when applicable.

For an approved return caused by a damaged, defective, incorrect, incomplete, or materially misdescribed product, Pickative will cover the applicable return shipping cost.

Q: Do you charge a restocking fee?
Answer: No. Restocking Fee: $0

Q: How do I start a return?
Answer: Contact our customer support team before sending a product back. Please provide:

• Your order number

• The item you wish to return

• The reason for the return

• Supporting photos or information when applicable

If approved, we will provide the appropriate return instructions and destination.

Q: Can I send a return to your business address?
Answer: Please do not send a return to our business address unless our customer support team specifically instructs you to do so. The appropriate return destination will be provided after your return request has been reviewed.

Q: How long does a refund take?
Answer: Approved refunds are generally processed within 14 business days. If a physical return is required, the timeframe begins after the returned item has been received and inspected. Your bank or payment provider may require additional time for the funds to appear in your account.

Q: How will I receive my refund?
Answer: Approved refunds are issued to the original payment method used for the purchase.

Q: How can I learn more about your refund policy?
Answer: Please read our Refund Policy for complete information about eligibility, returns, refunds, exchanges, and related conditions.

Orders & Cancellations

Q: Can I change or cancel my order?
Answer: Please contact us as soon as possible. An order may be changed or canceled only if it has not yet entered processing or been shipped.

Because orders may move into processing quickly, changes and cancellations cannot be guaranteed.

Q: What information should I check before placing an order?
Answer: Before completing checkout, please verify:

• Product and quantity

• Recipient name

• Shipping address

• Email address

• Phone number

• Billing and payment information

Providing accurate information can help prevent processing and delivery problems.

Payments

Q: What payment methods do you accept?
Answer: Available payment methods include:

Shop

• Shop Pay

Credit & Debit Cards

• Visa

• Mastercard

• American Express

• Diners Club

• Discover

Digital Wallets

• Apple Pay

• Google Pay

• Amazon Pay

• PayPal

Available options may vary depending on your device, browser, or payment provider.

Q: What currency are prices displayed in?
Answer: Prices on Pickative are displayed in U.S. Dollars (USD) unless otherwise stated.

Q: Is checkout secure?
Answer: Payments are processed through Shopify and supported payment providers using secure checkout technology. Complete credit or debit card information is handled by the applicable payment processor and is not displayed to Pickative in full.

Q: What should I do if my payment is declined?
Answer: You can:

• Check your payment and billing information

• Confirm sufficient funds or available credit

• Contact your bank or payment provider

• Try another payment method available at checkout

For security reasons, your payment provider may not disclose the reason for a declined transaction to Pickative.

Q: How can I learn more about your payment policy?
Answer: Please read our Payment Policy for complete information about accepted payment methods, payment processing, and related terms.

Customer Support

Q: How can I contact Pickative?
Answer:

Business Name: Pickative
Email: support@pickative.com
Phone: +1 (904) 602-9453
Business Address: 7901 4th St N, Saint Petersburg, FL 33702, United States

Q: What are your customer support hours?
Answer: Monday-Friday: 9:00 AM-5:00 PM Pacific Time

Customer support is closed on weekends and U.S. public holidays.

Q: How quickly will you respond?
Answer: We typically respond to customer emails within 24 business hours, Monday through Friday.

For questions about an existing order or payment, please include your order number and the email address used when placing the order so we can assist you more efficiently.