General

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Troubleshooting a Polygroup tree foliage is offered based on different foliage issues and scenarios. The categories are listed below with troubleshooting steps to help you solve your problem. If your problem continues or you have questions or concerns, please contact us at 1-888-919-0070.

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Why doesn't my tree look like the picture on the box?

Trees need to be “shaped” or “fluffed” in order to look their best. Follow the instructions and assemble the tree. Once assembled, take each branch and separate each tip and shape them in such a way to spread out the tips and give the tree a ‘full’ look. Please see “Fluffing/Shaping your Tree”.

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What if my tree is discolored or the color has faded?

Please see What if I notice that my tree is shedding? The flocking on the trees likely will shed a little, but not enough to change the overall appearance or function of the tree. PE tips are glued on the ends of branches, so sometimes small tips will fall off.Some shedding is normal.This shedding is not covered by warranty.

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What if the upper section of the tree isn't fitting into the bottom section?1st Possible Issue Causing

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Problem:Mismatch on pieces

Troubleshooting steps:Rotate section until it fits. Take out the upper section of the tree, turn and re-seat the section repeatedly until it fits securely into the next section. This could be a potential warranty claim if the sections do not fit properly.Photographs of the pieces and proof of purchase are required to submit a warranty claim.

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2nd Possible Issue Causing Problem:Wrong sections.

Troubleshooting steps:Make sure you have all of the correct sections and set them up together correctly based upon diagram in the manual. The sections are arranged from largest (bottom) to smallest (top). You can verify sections by the numbered/lettered tags.

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3rd Possible Issue Causing Problem:The pieces fit too tight

Troubleshooting steps:Use spray lubricant on the poles to help slide in.

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4th Possible Issue Causing Problem:Poles are in wrong order

Troubleshooting steps:Identify the correct poles by looking at end of each pole. There is only one way to assemble these correctly.

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What if the branches on my tree hang too low?There are two potential issues. First, are you missing hinge pins? If so, please contact Polygroup customer service at 1-888-919-0070. The more likely issue is that the low-hanging branches need to be bent upward. Hold the branch firmly near the eye-hook area where attached to the pole and slowly bend upward with your other hand.

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What if the holes in my tree stand aren't properly aligned?The stand likely isn't opened all the way. Rotate and slide legs until the holes line up, then insert the stand key and screw tightly while the bottom section is inserted into the stand.

Troubleshooting steps:Rotate and slide legs until holes line up, then insert the stand key and screw tightly while bottom section is inserted into the stand.

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What if I can't get sections to separate when taking down the tree?The sections need lubrication. Locate the division between sections, put a littlesilicon lubricant in the division and rotate the sections in opposite directions to loosen the connection.

Troubleshooting a Polygroup Quick Set Tree, or most other types of artificial trees, can be broken down into a number of basic categories. The categories are listed below with troubleshooting steps to help you solve your problem. If your problem continues or you have questions or concerns, please contact us 1-888-919-0070.

GENERAL

Missing or damaged components

Missing parts are sometimes not missing. Each section of the tree is individually wrapped in bubble wrap, and sometimes missing components can be found taped to the trunk of the tree. You may also find components that have shifted during shipping and have worked their way into the layers of bubble wrap.

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Inspect each item as you remove it from the box and inventory the contents to ensure you have all of your components. If you are missing components after a full inventory, please contact us for assistance.

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If any of your components are damaged out of the box, please contact Polygroup 1-888-919-0070 so that one of our customer care associates may assist you.

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Foliage

Trees need to be “shaped” or “fluffed” in order to look their best. Follow the instructions and assemble the tree. Once assembled, take each branch and separate each tip and shape them in such a way to spread out the tips and give the tree a ”full” look. Please see “Fluffing/Shaping your Tree”.

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The flocking on the trees likely will shed a little, but not enough to change the overall appearance or function of the tree. PE tips are glued on the ends of branches, so sometimes small tips will fall off. Some shedding is normal. This shedding is covered by warranty.

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Lighting

There are three standard types of lights used by Polygroup Trees. Below are links to the standard troubleshooting based on type. Please contact us at 1-888-919-0070 if you have any further questions.

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Surebright

Standard Incandescent

LED

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On Quick Connect aka Quick Set trees, rotating the sections can sometimes ensure proper lighting by ensuring good electrical flow. Be sure that section end caps are removed to allow for proper connection. Also check for debris that might hinder same good connection.

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Light strands come in standard plug and ”RCA Jack” style. Always ensure that all plugs are connected securely to the trunk and or controller (extension cord).

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TIP: Female plugs in trunk can be hidden under bark. RCA female jacks are dark and color and may be difficult to see.

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SECTIONS

Mismatch on pieces

Rotate section until it fits. Take out the upper section of the tree, turn and re-seat the section repeatedly until it fits securely into the next section. This could be a potential warranty claim if the sections do not fit properly.Photographs of the pieces and proof of purchase are required to submit a warranty claim.

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Wrong sections

Make sure you have all of the correct sections and set them up together correctly based upon diagram in the manual. The sections are arranged from largest (bottom) to smallest (top). You can verify sections by the numbered/lettered tags.

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The pieces fit too tight

Use spray lubricant on the poles to help slide in.

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Poles are in wrong order

Identify the correct poles by looking at end of each pole. There is only one way to assemble these correctly.

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TIP: The bottom section will have a tapered end which slides into stand.

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Sections will not disassemble

The sections need lubrication. Locate the division between sections, put a littlesilicon lubricant in the division and rotate the sections in opposite directions to loosen the connection.

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TIP: Utilizing two people for section assembly and dis-assembly is advisable.

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STAND

Holes in my tree stand aren't properly aligned

The stand likely isn't opened all the way. Rotate and slide legs until the holes line up, then insert the stand key and screw tightly while the bottom section is inserted into the stand.

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Rotate and slide legs until holes line up, then insert the stand key and screw tightly while bottom section is inserted into the stand.

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Metal locking stand is not locking

Push down and rotate the lock plate. If necessary, raise the round plate upward about half way up the stand and then push down and rotate. The plate will lock into place securing your stand legs.

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Rotating stand will not rotate

If tree lights are on, that confirms that power is passing through the stand and into lighting. Inspect stand for damage and plug back into power.

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If rotating stand has a switch, click the switch and back again. If the stand is non-functional, please contact Polygroup at for further assistance.

White trees have a blue tint to them, and may look blue/grey while in the box. Please set up the tree fully and turn the lights on to see the white color. Sunlight can cause white trees to fade.

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Over time, white trees will turn yellowish. Polygroup will replace the same or similar section of comparable value after the Christmas season on trees purchased in the same year.

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Polygroup will not replace discolored trees purchased in previous years. Trees only become discolored due to misuse and accidental damage, which are not covered under the limited warranty.

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If your white tree appears discolored even with lights on, you can buy canned spray flocking to cover the discoloration.

INSTALLATION:

1. Carefully take the product out of the box.

2. You will find the battery control box on the back side of this product. Turn the switch to the “OFF” position.

3. Carefully remove the “Try Me” function button from the control box.

4. Open the battery box cover and insert 2 D cell batteries. Make sure the batteries are inserted correctly.

5. Turn the switch to “ON” and the lights will turn on.

FEATURES: ­­

Pre-programmable function:

This battery operated control box comes with a pre-set timer function. When you turn the switch to “Timer”, the lights will automatically come on and stay lit for 6 hours. The lights will automatically turn off after the 6 hours and remain off for 18 hours. This cycle will then continue as long as the switch is in the timer position.

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Light Functions:

There are two light functions with this control box "Steady" & "Twinkle"

1. Steady - When you turn the switch to "Steady", the lights will stay lit;

2. Twinkle - When you turn the switch to "Twinkle", the lights will have a twinkling effect.

CAUTIONS:

1. Please remember to remove the “Try Me” function button carefully from the battery control box and insert the rubber cap into the battery box.

2. Never mix old and new batteries (or different types of batteries).

3. Batteries are to be inserted with the correct polarity.

4. Exhausted batteries should be removed from the battery holder.

5. Never allow any plastic part of this control box to come in contact with any source of heat or flame.

6. Batteries are not included with this product.

WARNING:

1. Indoor and outdoor use.

2. Do not cover this product with any material when in use.

3. Dispose of all exhausted batteries properly.