Palmstreet

UPS Shipping Issue Update

Sep 25, 2025
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Palmstreet Official

September 25, 2025 Update:

Dear Palmstreet Community,

We know how much you rely on timely delivery of your Palmstreet orders, and we want to address a shipping issue that affected some recent purchases.

On Friday, Sep 12, we were informed that around 10% of our UPS packages with labels issued between Aug 31-Sep 11 were negatively impacted by a third-party technical error. Due to this error, the affected packages were unfortunately delayed or not delivered.

Our team worked with both UPS and our logistics partner Shippo to immediately resolve the direct cause of the issue within the day so no new orders would be impacted. We remain in close communication with UPS and Shippo to ensure this issue does not happen again.

Throughout the following week, while we worked to recover the costs from lost inventory, we prioritized making our community whole. We issued full refunds to our buyers and reimbursed our sellers for lost profits to alleviate any potential financial loss or frustration.

  • Today, Sep 25, we are glad to report that all refunds and reimbursements have been processed.
  • For our detailed claims updates, you can refer to this blog post.

To our reptile community:

We would also like to assure you that no live reptiles were affected by this incident with UPS and Shippo. Palmstreet works exclusively with FedEx certified live animal shipping to safely overnight deliver reptiles, while many sellers also choose to ship directly through UPS third-parties such as ShipYourReptiles. The affected packages were limited to orders that may include dry goods, plants, or isopods.

If you believe your order was affected and haven't submitted a claim, please submit one here.

Thank you all for your steadfast support and trust in our team as we continue to safeguard our platform and users. For any additional questions or concerns, please reach out to our support team in the Palmstreet app.

Sincerely,

The Palmstreet Team

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
  • 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