Palmstreet Official
Please refer to the USDA Animal and Plant Health Inspection Service for rules and regulations regarding shipping of live plants.
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.
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:
If you have contacted the seller but received no response for more than 48 hrs:
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.
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:
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.
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:
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.
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.
