Tree Foliage Troubleshooting Guide

If your Polygroup tree isn't looking quite right, you're probably just a few easy steps away from fixing it.
Find the issue that matches what you're seeing below, and follow the steps provided. If the problem continues, or if you have any questions, give us a call at 1-888-919-0070; we're happy to help.

My tree doesn't look like the picture on the box

This is almost always a shaping
issue, not a defect. Trees are compressed for shipping, so every branch needs to be “fluffed” by hand before it looks full.

• Assemble the tree completely, following the included instructions.

• Starting from the trunk and working outward, separate and bend each branch tip so they spread apart rather than clump together.

• Continue around the whole tree, adjusting branches until the shape looks even and full.

My tree looks discolored, or the color seems to have faded

A small amount of shedding is normal and expected, and it isn't covered under warranty.

Two things commonly cause this:

•      Flocking (snow effect): A little flocking may shed over time. This is normal and shouldn't noticeably change the tree's overall look.

•      Needle tips: The individual PE needle tips are glued onto the branches, so a few may loosen and fall off with handling or over time.

If you're seeing more shedding than described here, see our Tree Shedding guide for more detail.

The top section of my tree won't fit into the section below it

There are a few common causes.
Try these in order:

1. The sections are misaligned.

Remove the top section, then rotate and re-seat it into the section below, repeating until it locks in
securely. If the sections still won't fit properly after trying this, it may qualify for a warranty claim. Warranty claims require photos of the pieces along with proof of purchase.

2. The sections are mismatched.

Check that you're using the correct sections together. Sections are numbered or lettered and are designed to stack from largest (bottom) to smallest (top) — confirm the tags match up according to the diagram in your manual.

3. The fit is too tight.

Apply a spray lubricant to the poles where they connect, which should allow them to slide together more easily.

4. The poles are in the wrong order.

Check the label at the end of each pole. Each pole is designed to connect in one specific order, so matching the labels will show you the correct sequence.

The branches on my tree are hanging too low

This usually comes down to one of two things:

• Missing hinge pins: If you notice pins are missing where the branches attach, please contact us at 1-888-919-0070 and we'll help you get replacements.

• Branches need reshaping (most common cause): Hold the branch firmly near the eye-hook where it attaches to the pole, and with your other hand, gently bend the branch upward until it holds the position you want.

The holes in my tree stand don't line up

This typically means the stand legs aren't fully extended.

• Rotate and slide the legs outward until the holes on
  each leg line up with one another.

• Insert the bottom section of the tree into the stand.

• Insert the stand key and screw it in tightly to secure
  the tree in place.

I can't get the sections apart when taking my tree down

Over time, the connection between sections can stick. To loosen it:

• Locate the seam where the two sections meet.

• Apply a small amount of silicone lubricant into the seam.

• Rotate the two sections in opposite directions to break the connection loose.

Still stuck? Call us at 1-888-919-0070 and our team will walk you through it.