Last updated Aug 24, 2026

WHEN WE SHIP The majority of orders will be shipped Monday through Wednesday following the live sale, purge or website restock. Our team works diligently to ensure your items are shipped with the upmost care and in a timely manner. During some seasons such as holidays or extreme weather conditions, your items may be held and processing time may be extended. CANCELLATIONS To maintain packing efficiency and quality, cancellations are not accepted once boxes are closed and processing begins (Friday Evening). No price shopping. Purchases are considered final, including duplicate purchases of the same item across multiple live sales. We are unable to cancel or refund an item solely because the same item was purchased during a previous live sale. 15% restock fee if cancellations are approved TRACKING You will receive an email/notification with a tracking link once your order has been processed. The estimated delivery window for your chosen method of shipment begins when the label has been made. Please track your packages to ensure that it is kept out of harsh weather conditions when it is delivered. SHIPPING METHODS Fontanimal Plant House uses Fedex, UPS, or USPS depending on location. Shipping costs are set at a flat rate for every item. We also offer a Fedex Hub pick up option for your plant items. This is a great service that allows you to pick up your items at your nearest Fedex hub at your convenience during extreme weather conditions in your area. Geckos will always ship overnight to your nearest Fedex Hub. You can find these available in our shop during our live sales. HOLDS Holds are available during each of our lives sales to add to your orders. The orders will ship the week of the date that is stated on the hold purchased. If a hold exceeds our two week extension period, your order will be shipped. PACKING Each plant is packaged with the utmost care by a team of highly trained professionals. We use protective materials like poly-fil, insulation in colder months, and packaging paper to prevent damage from plants during transit. All packing materials are complimentary; including heat packs, cryo-packs, and insulation. WHEN YOUR PLANTS ARRIVE Please be prepared to promptly unpack your plants upon arrival. Spend time looking over each plant and acclimate it to your conditions before changing its premium Fontanimal substrate. There should always be a care sheet included with each order. Please follow these tips to the best of your ability. SHIPPING DELAYS & DAMAGE POLICY If you have any concerns with delays or damage to your items during shipping please contact us at here on Palm Street with photos of your items, the state of the box and your order number within 12 hours of delivery. Do not change the state of the plant before hearing back from our support team; this includes repotting, propagating, and removing leaves. Any guarantee is void if these guidelines are not followed. We do offer a live arrival guarantee with items shipped with a purchased overnight upgrade. However; please have realistic expectations when ordering live plants. There are no refund/partial refunds or replacements for cosmetic imperfections. Our team puts in a great deal of effort to ensure your plant is packed with the utmost care, but there is always some risk with shipping delicate items. Blemishes, yellow leaves, rips or tears, or a bent stem can be a normal part of the shipping process. Any guarantee is void if a shipment is altered, redirected, or rejected by the customer. Geckos 🦎 Sex Identification * PV = Pores Visible * NPV = No Pores Visible * Sex is our best assessment at the time of listing, but we cannot guarantee sex on any animal. 📸 Photography & Representation * All animals are photographed using a macro lens camera in natural lighting with no edits or filters. * Animals are also shown live during the sale whenever possible. * We will describe traits, markings, colors, pores, and any notable characteristics transparently and to the best of our ability. 🎨 Color & Appearance * Colors may appear slightly different depending on individual screens, devices, lighting conditions, and the animal’s mood or firing state. ⚠️ Sale Terms * No refunds, returns, credits, or replacements for: * Sex determination or future sex development * Visible spots, markings, pattern changes, or cosmetic traits * Color changes due to firing up/down, age, or development

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.