Answers to common questions about our faux olive trees, delivery, and returns. Can't find what you need? Email support@nomogap.com or call +1 (938) 230-1199.
Shipping and delivery
How long does shipping take?
Our faux olive trees and willow baskets ship from a US warehouse. Estimated delivery is about 4–8 business days, counted from when you place your order (1–3 business days of processing, plus about 3–5 business days in transit).
Business days are Monday to Friday, excluding US federal holidays. Orders placed on a weekend or holiday begin processing on the next business day.
Delivery times are estimates, not guarantees. Weather, carrier delays, and peak holiday periods can add time.
We don't offer same-day, next-day, or 2-day delivery.
If we can't ship an item within our processing time, we'll email you before that time runs out. You don't need to ask us first. You can choose to wait, or to cancel the delayed item for a full refund. Full details are in our Shipping Policy.
Where do you ship?
We ship to the 48 contiguous US states + Washington, DC only. We don't ship to:
- Alaska or Hawaii
- Puerto Rico or any other US territory
- APO/FPO/DPO (military and diplomatic) addresses
- Any address outside the United States
We can't deliver to P.O. boxes. Please use a street address.
Shipping is free on all orders, with no minimum order amount.
Why did my tree and basket arrive on different days?
Your order can arrive in several packages. Our faux olive trees and willow baskets ship from a partner warehouse in the United States. A tree and its basket usually ship in separate boxes, so they may arrive on different days.
If you order more than one tree (for example, a Pair Set), expect several boxes. We email you a tracking number for each package.
"Ships from a US warehouse" tells you where an item ships from. It does not mean the item was made in the United States.
Packages may show a partner's name or address instead of ours. That is not a returns address, so please don't send anything there.
Will I have to pay import duties or customs fees?
No. Our faux olive trees and willow baskets ship from inside the United States, so you won't be charged import duties or customs fees for them.
Where sales tax applies, it's calculated and shown at checkout before you pay.
How do I track my order, and what if it's late?
When each package ships, we email you its tracking number, so you may get more than one. A new tracking number can take a few days to show updates after the label is created.
You can also check your order status from the link in your order confirmation email or on our Track your order page.
- Late or lost: contact us if a package hasn't arrived 15 days after the end of its estimated delivery window, or if its tracking hasn't updated for 15 days. We'll send a replacement or give you a full refund for the items in that package.
- Marked "delivered" but not found: please check around your property, with neighbors and household members, and at your building's mailroom if there is one. Then contact us within 7 days of the delivery date shown in tracking. We'll open a claim with the carrier and work with you on a solution.
In the two points above, "days" means calendar days. Refunds for late or lost packages go to your original payment method within 7 business days of approval.
About the tree
How big is the tree, and does it come with a pot?
Each olive tree set includes:
- 1 faux olive tree, about 72 in (6 ft) tall and about 33 in wide, already potted in a black pot about 6 in wide × 5 in tall
- 1 handwoven willow basket with a plastic liner, about 10 in across the top and 7 in tall, in Natural or Brown
The Pair Set includes 2 trees and 2 baskets, with both baskets in the same color. All sizes are approximate.
You don't need to buy a pot or planter. Just set the potted tree in its willow basket. Some room photos show the tree in a different planter, such as a stone planter. That planter is not included.
Does the tree need assembly?
A little. The tree arrives in its pot, and its branches are numbered. Follow the labels to attach each branch.
The tree ships in a narrow box, so its branches and leaves may arrive pressed together. Gently bend and spread out each branch and its leaves until the tree looks full and balanced.
After that, there's no watering and no pruning. Just dust it now and then with a feather duster or a soft, damp cloth.
Will it look like the photos?
It's an artificial tree, not a live plant, with a full, dense canopy and faux olive fruits. A few things to know:
- Right out of the box, it may look flatter than in our photos until you shape the branches (see above).
- Colors may look slightly different on your screen.
- Some room photos show a planter that isn't included (see above).
If your tree arrives damaged or isn't what you ordered, email us a photo within 7 days of delivery and we'll make it right.
Can I put it outside?
Yes, in a covered outdoor space such as a covered porch or patio. The tree is meant for indoor and covered outdoor use. Keep it out of harsh, direct sun to protect the color, and avoid open spots where it's exposed to the weather.
Orders, returns, and refunds
Can I cancel or change my order?
Email support@nomogap.com with your order number, or call +1 (938) 230-1199, as soon as possible. If any items in your order have not yet been sent to our fulfillment partners, we'll cancel those items and give you a full refund for them. We send orders to our fulfillment partners quickly, so we can't promise a fixed cancellation window. Items that have already been sent for fulfillment can't be cancelled, but you can use our return options after they arrive.
To change your shipping address, email us right away. We can change it only until your order has been sent to our fulfillment partner, which can happen soon after you order. After that, we can't redirect the package, so please double-check your address at checkout.
Refunds for cancelled items go to your original payment method within 7 business days. Your bank or card issuer may take a few extra days to show the refund.
Can I return it if I change my mind?
Yes, within 30 days of delivery. The item must be unused, undamaged, and complete, in its original packaging. Taking a tree out of its box and shaping its branches to see how it looks is fine, as long as nothing is damaged and you repack it with all its parts.
Here's how it works:
- Contact us first. Email support@nomogap.com with your order number within 30 days of delivery. Please don't send anything back before we reply.
- We email you a return address. It depends on the item, and it may be outside the United States. We can't accept items sent to any other address, including our business mailing address or an address printed on the package.
- You pay return shipping. Return shipping costs are not refundable. A 6 ft tree can be costly to ship, especially to an address outside the United States, so please check the price with your carrier before you send anything. Use a trackable service and send us the tracking number.
- Your refund. After the item arrives and is checked, we give you a full refund for it, to your original payment method, within 7 business days. If the return address is outside the United States, your return may take a long time to arrive, and the refund is issued only after it arrives.
We don't offer direct exchanges. If you'd like a different item or option, such as another basket color, please request a return and place a new order.
Full details are in our Refund & Return Policy.
Do I need to send it back?
It depends on why you're contacting us:
- Damaged, defective, wrong, or missing item: no. Email us a photo within 7 days of delivery. Once we confirm the problem, you choose a free replacement or a full refund for the affected item. Please keep the item and its packaging until we confirm your claim, in case we need another photo. After that, you may keep, donate, or dispose of it.
- Changed your mind: yes. Contact us first, and we'll email you the return address for your item. You pay return shipping. Please don't send anything to our business address or to an address printed on the package.
My item arrived damaged, defective, or wrong, or something is missing. What should I do?
Our Damage-Free Guarantee covers this. Email support@nomogap.com within 7 days of delivery and include:
- your order number
- a short description of the problem
- at least one clear photo. For a damaged or defective item, show the item and the box it arrived in. For a wrong or missing item, show what you received and the shipping label.
A photo is required. If the problem is hard to show in a photo, a short video helps. We may ask for more photos.
Once we confirm the issue, you choose a replacement of the affected item, shipped at no cost to you, or a full refund for it. You don't need to send anything back. If a replacement isn't available, we'll give you a full refund. Replacements follow the same processing and delivery times as new orders. Refunds go to your original payment method within 7 business days of approval.
Your order may arrive in several packages, so before you report an item as missing, please check that every package listed in your shipping emails shows as delivered.
Reports sent more than 7 days after delivery are outside this guarantee, but please contact us anyway. We review late reports case by case.
Contact
How can I contact you?
- Email: support@nomogap.com
- Phone: +1 (938) 230-1199
We reply within 2 business days, Monday through Friday, excluding US federal holidays. Email is the best way to reach us. If your question is about an order, please include your order number (for example, #1001).
If something goes wrong, please contact us before opening a dispute with your bank, card issuer, or payment provider. We can usually resolve it faster. If an approved refund hasn't reached you after 10 business days, please check with your bank or payment provider first, then contact us.
Our business mailing address is NOMOGAP GLOBAL LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States. It is not a returns address, so please don't send products there.