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Help Desk


Questions? Below you'll find many frequently asked questions about Festival of Trees. Or contact our live support representatives now!

General Questions

General Event
What is the Festival of Trees?

The Festival of Trees is an annual holiday-themed family event that benefits Kennedy Krieger Institute. The focal point of the event is the display and sale of hundreds of spectacular holiday trees and wreaths created by local designers, artists, florists, individuals, schools and community groups. Additional attractions include live holiday entertainment, and seasonal merchants.

Where is the event located?

This year’s Festival of Trees will take place online! That means anyone, anywhere can experience the fun and magic!

When is the Festival of Trees 2020?

The Festival of Trees occurs annually during Thanksgiving Weekend. The 2020 event will take place online Friday, Nov. 27. through Sunday, Nov. 29!

Do you have to pay to enter the event?

No, this year you will not have to pay to “enter” our virtual event! And there are many holiday activities and entertainment throughout festival weekend that are free. Please consider donating $15 to Kennedy Krieger this holiday season, in lieu of having to pay admission.

Our online platform also will be fully stocked with trees and wreaths for sale, a silent auction, a raffle and a vendor village as well as other optional activities that may have a minimal entry fee.

Are items purchased tax deductible?

Items purchased at the event are only tax deductible if they have been purchased for higher than their fair market value. This can ONLY happen with Silent Auction items. Trees, wreaths and raffle entries are NOT tax deductible.

Where can I find the “Festival in a Box”?

Festival in a Box can be found on the Vendor Village section of the event website under Featured Vendors or by clicking here.

Can I still access the website after the event weekend? How long do I have?

Yes, the Festival of Trees 2020 Event website will be accessible through Dec. 31, 2020. While the auction and raffle will be closed, and you can no longer purchase trees or wreaths, you will still be able to view all the tree and wreath designs, shop with the vendors in the virtual Vendor Village, watch all the amazing on-demand entertainment and download all the fun activities!

Technical
How do I contact Kennedy Krieger?

If you need help with Festival of Trees, call or use the chat found in the lower right hand corner of the website.

For appointments and referrals, please call or visit: KennedyKrieger.org

For media inquiries, please contact [email protected].

For all other matters, please call our main number at during business hours or visit KennedyKrieger.org for general information.

I have more questions! How can I get help during the weekend of Festival?

During the weekend of Festival, you can contact us via online chat, by clicking the chat “bubble” that floats in the lower left hand corner of every page or call 888-723-6577.

Trees & Wreaths Sales Questions

General Questions
I do not see any 2-foot trees or gingerbread houses. Where can I find them?

For Festival of Trees 2020, we will not be selling 2-foot trees or gingerbread houses. We hope to have these items return in 2021!

Where does the money raised go?

All money raised goes to support the students, patients and families served at Kennedy Krieger Institute.

What time do tree & wreath sales close?

Tree and wreath sales will close at 5 p.m. on Sunday, Nov. 29.

What happens to the decorated items that do not sell?

Trees and wreaths that do not sell are used to decorate the Kennedy Krieger Institute campuses.

How can I find the tree or wreath designed by someone I know?

To find a specific tree, please use our search bar tool in the upper left hand corner

My company sponsored a tree, how can I find it on the website?

To find a specific tree, please use our search bar tool in the upper left hand corner

I had an item in my cart, but when I put in my credit information, I received an error message saying it was sold out. What happened?

Items are not guaranteed until a transaction is completed. This means someone else was also interested in the item and completed their purchase first.

Purchasing an Item
How/where do I purchase a tree or a wreath?

These items may be purchased online through our Tree and Wreath sales system during the event weekend, Nov. 27-29. Please note: There are no refunds on any of these items.

I notice there is a note in the item description about additional things coming with the tree. What happens with goodies listed in the item description/under the tree?

Everything featured in the picture or listed in the description is sold with the tree.

Can I buy a tree or wreath and donate it to Kennedy Krieger to decorate the hospital?

While we appreciate the enthusiasm and the support, this year there is only a limited amount of low-touch spots in the hospital available to decorate. Trees that decorate the hospital also must be selected by staff to ensure there are no breakables or other prohibited items. So while we appreciate the generosity, we cannot accept sold trees as donations.

I am unable to pick up a tree or wreath at the Fairgrounds and I live outside the delivery area, how can I still purchase an item/support the Institute?

Bring a little of the magic of Festival of Trees and the holidays right into your home, or the home of your loved ones! Select from four gift boxes with items ranging from cozy at-home essentials, to fun and games for the whole family! Order through Nov. 30 as the perfect holiday gift (guaranteed delivery by Dec. 24). Order Now

Are the trees or wreaths that I buy tax deductible?

No, the purchase of trees or wreaths is not tax deductible.

Delivery
Can I have a tree delivered?

Unless otherwise specified in the description of the tree, yes! We can deliver trees within 30 miles of the Maryland State Fairgrounds, for a charge of $60 per tree. Trees will be delivered the week following the Festival. We cannot guarantee a delivery time/date. All tree deliveries are subject to these additional terms and conditions:

  • Trees can only be delivered within a 30-mile radius of the Fairgrounds.
  • Trees are purchased in “as is” condition.
  • Deliveries are made outside to first floors only of all homes, condos, apartments, businesses, etc.
  • If you are not home at time of delivery, the tree will be left at your front door or garage area.
  • Tree deliveries to businesses will be made to the loading dock or building front door.
  • Buyers are responsible for unpacking and setting up trees.
Can I have a wreath delivered?

Unfortunately, because of the varying size and weights of wreaths, they will only be available for pickup.

When my tree is delivered, how is it packaged?

We place your tree for delivery in one of our tree boxes that covers the bottom half of your tree. A large plastic bag will cover the top of your tree and we will tightly wrap it with plastic. While every effort is made to keep your tree in pristine condition, please understand that some ornaments may get displaced during the delivery process.

Pick Up
Where do I come to pick up?

You may pick-up your purchased tree/wreath at the Cow Palace at the Timonium Fairgrounds (2200 York Road, Timonium, MD 21093). Upon arrival, drive to the back of the large parking lot towards the Cow Palace. You will pass the 4-H Building on your RIGHT. Make an immediate RIGHT directly after the Maryland Food Pavilion. Pull your car up to the ticket booth (which will be located on your left) and tell the Festival of Trees’ staff member your name and what item(s) you are picking up. They will instruct you to drive your car straight and then turn LEFT to physically drive into the Cow Palace for item pick-up.

* Everyone interacting with Festival Staff and entering the Cow Palace MUST be wearing a face mask, even if you are planning to stay inside your vehicle. *

When can I pick up my wreath and/or tree?

Wreaths and trees may be picked up from the Maryland State Fairgrounds during the following days and times:

  • Saturday, Nov. 28, from 10 a.m.-6 p.m.
  • Sunday, Nov. 29, from 10 a.m.-8 p.m.
  • Monday, Nov. 30, from 10 a.m.-6 p.m.

Kennedy Krieger Institute and the Maryland State Fairgrounds are not responsible for items left after these pick-up times

What do I need to bring with me in order to get my wreath and/or tree?

Please bring your receipt and ID with you.

How are the trees packaged for pick up?

Trees will be tightly wrapped in plastic in an effort to ensure the integrity of the design and that it is compact enough to fit in a larger vehicle.

Can someone else come pick up my items?

Yes, someone else may pick up your items. Please just make sure they have a copy of your receipt with them.

Can I pick up all my items at one time?

As long as all items will fit into your vehicle, all items can be picked up at one time.

Will a 7-foot tree fit in my car?

While we do our best to make the tree as compact as possible, we recommend you bring a large vehicle like a van, SUV or truck to ensure maximum space for the 7-foot tree.

Auction Questions

General
When does the Silent Auction open? How do I view silent auction items?

The silent auction opens Friday, November 27th at 8 a.m. You will be able to view the items by visiting our virtual silent auction page on Handbid at handbid.com or by downloading the Handbid app to your phone. You are able to browse items without registering as a bidder. If you would like to place a bid, simply click register and you will be prompted with the next steps.

When does the Silent Auction close? When will I be notified if I won something?

The silent auction will be open all three days of Festival of Trees and closes at 5 p.m. on Sunday, November 29, 2020. (No bids will be accepted once the auction has closed). If you made the winning bid, you will be notified shortly after the auction closes through an alert sent to your email and/or cell phone from Handbid, and your credit card will be charged. Our Festival of Trees Staff will also be making calls to each winner Sunday night after the auction closes to confirm your item, go over pick-up options, and answer any questions you may have.

Where do I pick-up my auction item? Can it be shipped if I can’t make it to the Cow Palace?

All auction items will be available for contact-less pick-up at the Maryland State Fairgrounds Cow Palace (2200 York Rd Timonium, MD 21093)

Sunday, November 29 - 5pm to 8pm
Monday, November 30 - 10am to 6pm

All winners will be contacted by phone or email on either Sunday evening, Nov. 29 or Monday, Nov. 30 to discuss pick-up/shipping options. Items may be shipped for an additional charge. (Please note: If items are to be shipped, it will take at a week for event staff to determine the shipping fees based on the particular item and final shipping destination.)

Any item not picked up onsite at the Maryland State Fairgrounds must be picked up at the Kennedy Krieger Institute Broadway/Ashland Location by appointment only.

Gift Certificates and certain smaller items can be mailed to the winner for an additional charge.

Sports Memorabilia:

All items marked "Robbie’s First Base" will be available for pick-up from Robbie's First Base (storefront) located at: 9 W Ridgely Rd, Lutherville-Timonium, MD 21093 during regular business hours.

Robbie’s First Base Store Hours: Monday - Friday 9AM - 6PM, Saturday 9AM - 4PM, Closed Sunday

All items can be shipped at an additional charge.

All sales are final and there will be no refunds or exchanges.

Do autographed items come with certificates of Authenticity?

Yes, autographed items from Robbie’s First Base will be presented with a Certificate of Authenticity. You will know if your item comes with a certificate if it says ‘Presented with Certificate of Authenticity’ in the description of the item.

Technical
How do I participate in the auction? Can you show me how this works online?

Here’s a video tutorial that shows you what it’s like to bid in the auction on a mobile phone:

What’s the very first step to begin bidding in the auction?

You’ll need to create an account on our auction website, run by Handbid. There are two ways to create a Handbid account, either on the website, or through the mobile app.

First, on the Handbid Website:

  • Go to the Handbid Events website: handbid.com
  • Click the LOGIN in the menu on the top right.
  • Select the CREATE ACCOUNT in the bottom right of the login screen. You will be prompted to enter the following information: first and last name, email address, passphrase, and your cell number. A passphrase is used in place of a password. There are no special characters required and they are typically more secure. Use something like "I luv rock and roll". We find these easier for users to remember.
  • You will be asked to agree to terms and conditions.
  • Once complete you will have a Handbid account. From here, go to the main search bar on the events site and search for the event you intend to bid in.
  • Find that event in the dropdown list and click on it to view that event's home page. Once on the event homepage, it will either prompt you to register, or you can click on the BUY TICKETS or REGISTER menu options to get registered.
  • Once registered, you want to bid from your smartphone, you will receive a text message with your Handbid PIN code and a link to login to the app. (NOTE: You must download the Handbid app before this link will work)

Or, you can create an account on the Mobile App:

  • Download the Handbid app from the App Store or Google Play Store. NOTE: THE APP IS ALWAYS FREE
  • Enter your First Name, Last Name, Email, and Cell Phone Number. Click NEXT. (Note: The cell phone numbered entered above must be allowed to receive text messages)
  • You will receive a text message to the cell phone number entered on the first screen. This text will contain a 5 digit pin code.
  • Enter the five digit pin code and Handbid will log you into the app.
  • Select your auction from the list and TAP REGISTER (vs. Browse) to register for an auction and get a Paddle ID assigned. Please note we strongly recommend you “Accept notifications from this app” when you open it and join an auction. This will allow you to get push notifications for “Outbid” messages during the auction.
I really want to win my item(s)! What other tips can you offer?

Whether you are bidding online or in the Handbid App, here are some easy tips to help:

  • MAX BID: This is the max you are willing to spend for an item and Handbid system will automatically bid for you until you reach your max. Set a max bid and enjoy your evening!
  • NOTIFICATIONS: If you have downloaded the Handbid App and accepted push notifications, you will be notified by push notifications when you are outbid on an item. If you don’t have the app you will receive text messages from Handbid.
  • DASHBOARD: Monitor what you are currently winning and losing on the Dashboard screen in your app or online.
I won an item in the auction! How do I pay?

Please refer to these detailed instructions, with screenshots, at Handbid’s website.
Payment instructions.

Raffle Questions

General
When is the raffle drawn?

The raffle will close at 11:59 p.m. on Sunday, Nov. 29. Winners will be notified by Dec. 4.

I want to buy tickets for the raffle but the dates listed for the call do not work with my schedule, can it be another date?

I want to buy tickets for the raffle, but the dates listed for the call with Santa Claus do not work with my schedule. Can it be another date?

Unfortunately, Santa is very busy preparing for Christmas Eve, so these particular dates and times are all he is able to squeeze into his busy schedule!

Entertainment Questions

General
What is the difference between “LIVE” and on-demand entertainment?

LIVE entertainment is content that will be shown live at specific times on the Festival of Trees event website as part of a produced show. All LIVE entertainment will be available on-demand after it’s initial airing on the event website.

On-demand entertainment is accessible at any time throughout Festival weekend and the month of December.

I am trying to find a particular entertainment act/video/demo on the website?

All entertainment such as dance performances, concerts, storybook reading, Q&A’s, etc. can be found on the Entertainment Section of the event website.

All craft and baking demonstrations, along with a “how-to-do” magic video, can be found on the Activities Section of the event website.

How to Get Involved

General
How do I sign up to be a sponsor of the event?

If you are interested in receiving more information regarding monetary sponsorships for Festival of Trees, please email [email protected] or visit KennedyKrieger.org.

How do I sign up to decorate a tree or wreath?

If you are interested in receiving information about being a Designer for next year’s Festival of Trees, please email [email protected]. We will add you to our Festival of Trees Designer Database and email you more information over the summer.

How do I sign up to volunteer at the event?

Please email [email protected] and we will add you to our Festival of Trees Volunteer Database and email you more information over the summer.

How do I sign up to perform at the Festival of Trees next year?

Please email [email protected] and provide us with information regarding your talent/act so that we may discuss future opportunities with you.

How do I sign up to be a vendor?

Please email [email protected] for more information.

How do I donate an item to the Festival of Trees Silent Auction?

Please email [email protected] or visit KennedyKrieger.org for more information.

Live Help is Available!

If you did not find the answer you were looking for above, please contact us by chat or by phone.

Chat: Click the red bubble in the lower right hand corner of any website page to chat live with a representative.

Phone: Call 888-723-6577 and press zero to speak with a live representative.

Email: Contact [email protected] and a representative will respond as soon as they are available.