Last updated Nov 26, 2025

🦎 Shop Guideline: Plants, Bioactive, & Live Animal Sales I. 📞 General Operating & Contact Our customer service team is available Monday through Saturday, from 9:00 AM to 8:00 PM EST. You can reach us via chat. For those located nearby, local pick-up is available upon request; please contact us to schedule a specific time for collection. II. 🌱 Product Quality & Compliance • Plant Quarantine: All newly sourced or propagated plants undergo a minimum 2-week quarantine to ensure they are pest and pathogen-free. • Enclosure Plants Disclaimer: Plants are grown in a nursery setting. It is the buyer's sole responsibility to properly bare-root, rinse, and sanitize all plants before introducing them into any animal habitat. • Bioactive Materials: All substrates, leaf litter, and hardscape items are sterilized and packaged to be free of contaminants. • Clean-Up Crew (CUC): Isopod and springtail cultures are guaranteed healthy and pure, clearly labeled by species. III. 📦 Shipping & Handling Policy A. Shipping Schedule • Shipping Days: All live orders are shipped Monday through Wednesday via USPS Priority, or whatever the buyer would like to use. • Purpose: This schedule ensures packages do not sit in transit facilities over the weekend, maximizing the health and survival of live items. • Weather Holds: Shipping is strictly dependent on local and destination weather conditions. If temperatures are dangerous (below 40°F or above 90°F), we reserve the right to delay shipping until conditions improve. We will notify you immediately of any hold. B. Cold/Heat Supplies • Customer Responsibility: It is the customer's responsibility to check the shop and purchase appropriate cold/heat pack supplies if weather conditions require them for safe transit. • Guarantee Void: Failure to purchase recommended cold/heat supplies in extreme temperatures will void the Live Arrival Guarantee. IV. 💖 Live Arrival Guarantee (LAG) & Refunds We guarantee the live arrival of all plants, Clean-Up Crew (CUC), and future reptiles/amphibians, provided the following terms are met: • Time Limit: Customer must contact us with a claim within 1 hour of the delivery time stamp provided by the shipping carrier. • Required Proof (Plants & CUC): Claims for Dead On Arrival (DOA) for plants and CUC must be accompanied by clear, high-quality, unedited photo documentation showing the damage/mortality in the original packaging. • Required Proof (Reptiles/Amphibians - Future): For live animal claims, a continuous, unedited video of the complete unboxing process is MANDATORY. The video must clearly show the shipping label, the opening of the package, and the condition of the animal(s) immediately upon removal. • Failed Delivery: The LAG is void if the package is delayed or lost due to an incorrect address provided by the customer, or if the customer is not available to receive the package on the first delivery attempt. • Remedy: Upon verification, we will offer a replacement of the DOA item or a store credit for the item's cost (excluding shipping charges). Refunds are only issued if the required video proof is provided. • No Returns: We do not accept returns on any live goods (plants, CUC, or animals) due to the risk of cross-contamination. V. 🐍 Future Live Animal Sales (Reptiles & Amphibians) Note: The sale of live animals is subject to complex federal, state, and local laws. • Health & Wellness: All animals sold will undergo a minimum [Specify #] day observation/quarantine period and will be guaranteed visibly healthy at the time of shipping. • Permitting: We will comply with all US Fish and Wildlife Service (USFWS) and state-specific regulations regarding the sale and interstate transport of all species, particularly regarding CITES and ESA (Endangered Species Act) protections. • Shipping Standards: All live animal shipments will adhere to the rigorous standards required by the shipping carrier (e.g., Ship Your Reptiles standards) regarding container size, insulation, and labeling. • Care Sheets: Detailed care sheets specific to the species being purchased will be provided with every order. • Age/Sex/Genetics: All animals will be accurately represented concerning age, sex (if possible), and genetics/morph.

While we encourage sellers to establish clear and detailed shop policies, these policies must align with Palmstreet’s platform policies and Terms and Conditions.

If there is a conflict between a seller’s shop policies and Palmstreet’s platform policies, our platform’s policies take precedence. This ensures a consistent and equitable experience for all users.

For more details or assistance, please reach out to Palmstreet’s Customer Support team.