Palmstreet Official
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.
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
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.
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
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:
What this means for you:
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:
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
