UPS Shipping Issue Update

September 13, 2025 Update:

Dear Palmstreet Community,

We want to update you on a shipping issue caused by a 3rd party system, that affected some UPS packages. Even though this issue was not created by Palmstreet, we will take care of our users first and settle up with the 3rd party later.

1. No animals orders were affected. Reptile orders shipped through our app are safely shipped through FedEx and no animal orders were affected because of this issue. We are double checking with all sellers and carriers to ensure the safety of animals.
2. Palmstreet will cover any package loss or plant damage from this error. Sellers and buyers will not bear any loss. We are actively working with all parties to identify these packages, and process refunds and reimbursement.
3. The error is caused by a bug in a 3rd party system, and less than 10% of all labels created between Aug 31st and Sep 11th were affected.

To reiterate, Palmstreet is proactively covering any package loss or plant damage from this issue so buyers and sellers aren’t affected. We will process refunds and reimbursements as quickly as possible, while working with third parties to identify packages and recover costs.

We sincerely value the unwavering support of our community. In every circumstance - whether addressing a technical bug like this one or responding to unforeseen challenges such as natural disasters, Palmstreet remains steadfast in fulfilling its responsibilities, as it always has and always will.

Sincerely,

The Palmstreet Team

September 12, 2025 Email Content:

Dear Palmstreet Community,

We want to update you on a shipping issue that has unfortunately impacted a number of orders. Some shipments were mistakenly flagged by UPS for fraud, which caused certain packages to be held up in transit and ultimately not delivered. While we are actively working with UPS to resolve this, it’s clear that many of the affected shipments will not be recoverable.

How to know if you’ve been affected:

• Your package label was created between August 31st and September 11th
• Your package uses UPS and tracking number begins with 1ZH7540 or 1ZB8F61
• Your package meets the 2 bullets above and was never delivered

What this means for you:

• If you are a buyer with an undelivered order or an order that was damaged as a result of this issue, you will receive a full refund from Palmstreet once your claim is submitted and verified.
• If you are a seller, Palmstreet will ensure you are made whole for any affected orders so your income is not disrupted.

Action required:

To streamline the process, we’ve created a simple form for submitting claims. Please use the link below to provide details for any affected orders:

Submit Your Claim Here

We recognize how disruptive and frustrating this situation is for both buyers and sellers. Our top priority is making sure you are reimbursed quickly and fairly. We have worked with UPS and Shippo to resolve the issue that caused these disruptions, and we are also strengthening safeguards to help prevent this from happening again.  As we have resolved the cause of this issue, please know that it is safe to purchase UPS labels from Palmstreet now.

Thank you for your patience and partnership as we work through this. As always, please reach out to PalmstreetSupport if you have specific questions about your shipment(s) and a representative will assist you.

Sincerely,

The Palmstreet Team