Shipping Issues FAQs

What regulations apply to shipping plants?

Please refer to the USDA Animal and Plant Health Inspection Service for rules and regulations regarding shipping of live plants.

What regulations apply to shipping animals?

Shipping live reptiles in the U.S. is governed by a combination of federal laws, state-level regulations, and carrier-specific requirements. It is the seller’s responsibility to ensure full compliance.

• Shipping Method: We care deeply about the proper care of living creatures, and require our sellers to ship live animals using next-day services to minimize stress on the animals. We encourage shipping next-day to FedEx and UPS hubs, or to local FedEx or UPS stores if a hub is not available.
• Temperature Control: Reptiles are ectothermic, meaning their body temperature is regulated by the environment. It's essential to ship them within a temperature range that is suitable for the species being transported. Use insulated containers and heat or cold packs and cryo packs as necessary.
• Secure Packaging: The shipping container must be secure and well-ventilated. Containers should be escape-proof and provide enough space for the animal to move comfortably without risk of injury. Additionally, proper labeling should indicate that the contents are live animals.
• Proper Documentation: Along with health certifications, it's essential to prepare all necessary documentation related to the shipment. This may include permits for regulated species, invoices, and any required customs declarations. Proper documentation helps facilitate smooth transit through various jurisdictions.
• Timing of Shipment: Animals must be shipped during optimal weather conditions, avoiding extreme temperatures and harsh weather. Additionally, shipping must be scheduled to minimize transit time and avoid weekends or holidays to prevent delays. If extreme weather is forecast, delay the shipment and communicate with the buyer.
• Regulatory Compliance: Ensure compliance with local, national, and international regulations regarding the transport of live animals. This includes adherence to the U.S. Fish and Wildlife Service regulations, CITES (Convention on International Trade in Endangered Species), and any specific laws pertaining to the species being shipped.
• Hydration and Nutrition: Depending on the duration of the shipment, consider the hydration and nutritional needs of the animal. Providing a damp substrate or gel packs for hydration can be beneficial, especially for species that require higher humidity. Avoid feeding animals immediately before shipping to minimize stress and prevent potential injury during transit.

What to do when the order is taking longer to be shipped?

Please make sure to reach out to the seller as soon as possible to confirm the exact shipping date of your purchase. It’s important to establish clear communication to ensure that your order is processed in a timely manner.

If the order was created less than 12 days ago:

• Kindly reach out to the seller as soon as possible regarding the issue.

If you have contacted the seller but received no response for more than 48 hrs:

• Directly reach out to @palmstreetsupport to help contact the seller. We reach out to the seller on your behalf and have them get back to you.

If the order has not been shipped over 12 days without your consent:

Sellers are typically required to ship within 12 days. However, in cases of extreme weather, sellers may reach an agreement with the buyer to delay the shipment. Please pay close attention to the live show notes and the sellers shop guidelines for information regarding shipping delays as well.

You may directly request that a seller process a refund for you due to an order that hasn't shipped in a reasonable amount of time (when weather is not a consideration). If you get no response from them within 48 business hours, then you can reach out to @palmstreetsupport. We will contact the seller on your behalf and attempt to resolve the matter.

*Cancelations and Refunds are processed by the seller and Palmstreet requires the seller's consent before orders can be canceled or refunded.

What should I do if my order is marked as delivered but hasn't arrived?

Occasionally, the tracking information may indicate that a package has been delivered before it actually arrives. This could be due to a mis-scan or pre-scan by the carrier. If you encounter this situation, we recommend the following steps:

• Verify Shipping Address: Double-check that the shipping address listed on your order is correct and complete.
• Verify The Tracking Link: Search the tracking number to see if the package delivery address matches the address provided for the order.
• Check Delivery Location: Inspect the area around the delivery location. Your package might be placed in a secure spot. Also, look for any notice of attempted delivery which the carrier might have left.
• Confirm with Others: Inquire with family members, roommates, or neighbors to see if they accepted the delivery on your behalf.
• Contact the Carrier: Get in touch with the shipping carrier for the most current and accurate information regarding your package's whereabouts.

If, after taking these steps, your package is still not located, we advise you to file a claim with the shipping carrier. Should you need any further assistance or have any questions, our Support team is readily available to help you.

If the package was delivered, but then stolen, this is not covered by Palmstreet or the carriers and would require you to work with your homeowners or renters insurance to recoup any losses.

In the event of the item lost issue caused by UPS and the shipping label is purchased via Palmstreet by the seller. Please directly reach out to our customer support team to help submit and follow the claim for you.

What to do if the order shipping status got stuck？

Check the order status and take appropriate actions：

Pre-transit: The seller has purchased the shipping label, but has not shipped out your items yet. In this case, please reach out to the seller to ship your order as soon as possible.

In-transit: This status indicates the package has been accepted by the carrier and is en route. However, it’s not uncommon for tracking updates to be delayed or skipped. If your order appears to be stuck in transit for more than 72 hours without updates, we recommend:

• Contacting the shipping carrier directly for the most accurate and up-to-date information.
• Confirming that the shipping address on the order is correct.

Keep an eye on tracking in case the next scan is at the time of delivery. If you're still concerned after reaching out to the carrier, feel free to contact the seller or Palmstreet Support for assistance.

What if an order is sent to the wrong address?

If you've noticed that your shipping address is incorrect for an order that has already been dispatched, it's crucial to act promptly. Contact your postal service as soon as you can to get a solution, providing them with the tracking number and explaining the situation.

If a buyer enters the incorrect address, or fails to update their address prior to ordering, it is not the seller's responsibility, and may result in a failed delivery. In this case, the buyer needs to work directly with the seller to either purchase a replacement or work out alternate arrangements with the seller.