Palmstreet Package Protection covers lost, stolen, and damaged items that fit the following criteria. Review the policies to understand what lost, stolen, and damaged items Palmstreet will cover.
Palmstreet Package Protection is an invitation-only service covering LIVE show and Purge orders. Marketplace orders are not covered.
If a seller has purchased Package Protection, buyers can file a claim from the order details page. If not, buyers should follow the seller’s store policy and our guidelines for after-sales issues.
Plant Identification App, Inc reserves the right to modify these Terms and Conditions at any time. Continued use of the service will constitute your acceptance of the new terms.
Lost Items Policies
Packages presumed to be lost
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint.
Estimated Delivery Date
- After 72 hours have passed from an estimated delivery date given by the carrier, and no delivery or update has been made, Palmstreet will consider the order to be "lost" and assist the customer with the case.
Invalid address or delivery barriers
- Sometimes carriers cannot deliver the customer’s package due to an invalid address or other unexpected delivery barriers. At this point, the carrier might return the package to the sender/seller. The customer’s package is not actually lost, thus Palmstreet does not cover this. In instances where the item is being returned to the sender and is reusable, buyers will be referred to the seller.
Only part of the order delivered
- If the customer ordered several items in one package but only part of the order arrived and there is no evidence of tampering, Palmstreet does not cover the order issue. The customer will be referred to the seller.
- If a single order is being shipped in multiple packages and one package does not arrive, Palmstreet will cover the order issue and refund the value of the undelivered package.
- If the seller forgets to ship an item from the customer’s order, the customer needs to reach out to the seller to have the missing items fulfilled.
Packages labeled "return to sender"
- Palmstreet does not cover packages labeled return to sender because the order has been sent back to the seller. Items are returned to sender when a customer provides an invalid or undeliverable address or refuses a delivery.
- At our discretion, we may cover the order issue if the returned item is perishable or if the seller is unable to reuse it.
- Palmstreet covers the customer's order if the package gets lost in-transit back to the sender, if the package was returned to sender due to a carrier error.
Please note: Palmstreet Package Protection timeframes for filing apply.
Order marked as unfulfilled or unshipped
- If the customer’s order is marked as unfulfilled or unshipped, the order hasn’t been fulfilled yet by the seller (seller could be low on inventory of the items, internal delays with the fulfillment center, etc.).
- Palmstreet does not control how quickly the seller ships the customer’s order. Palmstreet Package Protection is not yet in action because the order has not shipped.
Order issue filed too soon
- If the customer is filing an order issue the same day that the package was marked as delivered, at our discretion Palmstreet may ask you to wait 5 days. Carriers (FedEx, USPS, UPS, DHL, etc.) sometimes prematurely mark the package as delivered when it’s still in transit.
Stolen Items Policies
Delivered but Missing Package
- Order issues for packages marked "delivered" yet not received are considered stolen, and must be filed 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises.
Filing an Online Notarized Incident Statement
- At our discretion, Palmstreet may require an online notarized statement when the customer’s package is marked as delivered. If requested, the customer will be given clear steps to complete this requirement via the claims filing process.
Delivered to wrong address
- If the customer input the correct address at checkout and the seller shipped to the right address, but the package was delivered to the wrong address, Palmstreet considers this as stolen and we will refund the order on behalf of the customer.
- If the customer input the correct address at checkout, but the seller mistakenly sent it to the wrong address and the package was delivered to the wrong address, that is not covered by Palmstreet and should be the responsibility of the seller.
Damaged Items Policies
Damaged Item Arrived
- Order Issues for damaged orders must be filed within 14 days of the delivery date.
Broken items
- If the customer received a broken item and needs to dispose of it (i.e. shattered glass), the customer needs to check their city ordinances and dispose of it properly.
- The customer does not need to ship it back to the seller (unless the seller indicates otherwise).
Damaged items
- Palmstreet would cover damages such as:
- Broken leaves of plants upon arrival
- Cold damage resulting in a frozen or "burnt" plant
- Heat damage resulting in a very drab and limp plant
- Broken stalks
- Mushy stems from condensation
- Burnt leaves as a result of a heat pack being placed too close to the live item
- Palmstreet requires further evidence of the customer’s damaged item (i.e. more photos, videos, etc.).
Out of stock
- Palmstreet does not have visibility to the seller’s inventory, or details into when the seller will have the customer’s item back in stock.
- Palmstreet can offer the customer a refund for the item that is out of stock. The customer can always use that refund to order the item when it’s back in stock.
General Policies
Input wrong address
- If the customer entered the wrong address at the time of order, Palmstreet does not cover this.
- The customer needs to reach out to the seller to remedy the incorrect address.
Quality control
- If the customer is unsatisfied with their product, Palmstreet is not a product replacement plan and the order issue cannot be approved.
- The customer needs to reach out to the seller. This request may be covered under the seller’s return policy.
Too late to file
- Palmstreet can action an order issue that is filed within the bounds of our domestic timeline policy. If an order issue is filed outside of this timeline, Palmstreet will deny the order issue according to these policies:
- Order issues for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 30 days to ensure it was not mis-delivered or easily found around the premises."
- Order issues for packages presumed to be lost by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the scheduled delivery date for United States domestic shipments and within 30 days from the last checkpoint.
Expedited shipping hasn't arrived
- If the customer’s package is delayed for whatever reason, Palmstreet will not cover it.
- Carriers update their website with expected delays due to inclement weather or other barriers to expected delivery.
- If the customer paid for expedited shipping but the package arrives outside of the expected window, Palmstreet will not cover it.
Payment installment companies
- For payment installments (Klarna, Afterpay, Zip etc.), it is the customer’s responsibility to pay the payment installment company directly.
- Once Palmstreet refunds the customer for their order, the customer must pay their installments to the payment installment company directly.
No tracking information
- Palmstreet reserves the right to deny order issues where no tracking number/information is available. In these instances, Palmstreet will reach out to the seller to see if one can be provided.
Closed order issues
- If a customer does not respond within 5 days, Palmstreet will automatically close the order issues. Buyers can open the order issues back up by responding to the original thread.
Checkout requires ID verification
- Palmstreet doesn’t upload our employee’s proof of ID to replace the customer’s order.
- If the customer ordered from a store that requires the extra ID verification step, Palmstreet can offer the customer a refund instead to protect each party’s identity.
General Conditions
Coverage
New lawful and approved goods are protected against “All-Risk” of physical loss or damage from any external cause.
Limits of Liability
This package protection service shall not cover more than: $5,000 Any one package or shipment;
Transit
This package protection service attaches from the time the goods protected commence transit and/or are located anywhere incidental to transit and continues during the ordinary course of transit until transportation terminates at final destination or the Assured’s interest ceases, whichever occurs first.
Claim Filing Requirements
Claims Reporting Time Frame(s)
It is understood and agreed that the following timelines for claims transmittal must be adhered to in order for a claim to be processed:
- Claims for packages presumed to be lost by the carrier, where the status is not “delivered” must be filed no sooner than 7 days after the scheduled delivery date for domestic shipments (and 20 days for international shipments), but not later than 30 days from the last checkpoint.
- Claims for packages marked by the carrier as “delivered” must be filed within 30 days from the date and time shown by carrier as delivered. In the event of theft, Underwriters may require a police report to be filed with the local authorities and/or a signed affidavit attesting to the theft of the covered property. Security video, showing evidence of theft, may substitute for a police report and/or an affidavit.
- All other claims should be filed as soon as discovered but in no event later than 365 days from the purchase date.
General Coverage Exclusions
This coverage does not protect against any loss, damage or expense attributable to or caused by:
- Ordinary leakage, ordinary loss in weight or volume, or ordinary wear and tear of the goods protected.
- Willful misconduct, infidelity, conversion or dishonest acts of the Assured, or the Assured’s employees, whether committed alone or in collusion with others.
- Rust, oxidation or discoloration on unpacked and/or unprotected cargo.
- Loss of market or loss, damage, expense or deterioration arising from delay, whether caused by a peril protected against or otherwise.
- Inherent vice or nature of the goods protected.
- Insolvency or financial default of the owners, managers, charterers, or operators of the vessel where, at the time of loading of the goods protected on board the vessel, the Assured is aware, or in the ordinary course of business should be aware, that such insolvency or financial default could prevent the normal prosecution of the voyage. This exclusion shall not apply where the contract of package protection service has been assigned to the party claiming hereunder who has bought or agreed to buy the goods protected in good faith under a binding contract.
- Insufficiency or unsuitability of packing or preparation of the goods protected to withstand the ordinary incidents of the protected transit, but only where such packing or preparation is carried out by the party presenting the claim for payment, or its employees, prior to the attachment of this package protection service (for purposes of this clause, “packing” shall be deemed to include stowage in a container, and “employees” shall not include independent contractors). Where a loss results from improper packing, but the claim is covered because the packing was not performed by the party presenting the claim for payment or its employees, it is the duty of the Assured to assist Underwriters in recovery efforts against responsible parties. It is further understood that no future claims shall be recoverable under this Policy which arise from improper packing performed by the same person or entity unless additional shipment(s) have already departed from the same shipper when improper packing is first discovered.
- Shipments on chartered vessels that are not classed A1 American Record or equivalent by a member of the International Association of Classification Societies; chartered vessels over 40 years of age; vessels on break-up voyages; chartered barges; vessels built for service on the Great Lakes; vessels built solely for Military or Naval Service; or vessels built for carriage of dry bulk or liquid bulk cargoes, and which are more than 20 years of age.
- Any accident occurring while rolling stock (railroad car) cargo is being driven under its own power or being towed on its own wheels, except during loading and unloading and positioning by the steamship line.
Order Reviews
Post-Claim Reviews: For orders that have been processed through the Package Protection Program and have received an insurance claim payout, negative reviews left by the buyer may be reviewed by Palmstreet upon request. Negative reviews may be removed if Palmstreet deems them false, harassing, containing hate speech, or otherwise in conflict with our policies.
Transparency: If a review is removed, the buyer will be notified with an explanation.
Contact Information
Initial Claim Reporting
insurance@palmstreet.app
All package protection coverage is subject to the full terms, conditions and wording of Marine Cargo Policy Number 22-1 in the name of Plant Identification App, Inc.
