E-Commerce Policies

EXCHANGE POLICY

Palm products come standard with a 30-day Exchange/Return Window from the date your order was received. If you need to exchange any items in your order we can happily help initiate the process that for you. A few important things to note:

  1. The Customer is responsible for mailing and insuring the products back to our return department. The only time a pre-paid label is provided is if your order was packed incorrectly, or there is a clear defect of your item(s).
  2. We cannot guarantee the exact size/design will be available upon receiving your exchanged item(s). As a small business, our inventory levels can adjust quickly. If we cannot fulfill the desired size/design, Palm will reach out via email to request a new item or offer a refund for your original order (including your 1st postage).

If you would like to contact our support team to start an exchange, please fill out our Contact Form.


RETURN POLICY

Palm products come standard with a 30-day Exchange/Return Window from the date you order was received. If you need to return any items in your order we can happily help initiate the process that for you. A few important things to note:

  1. The Customer is responsible for mailing and insuring the products back to our return department. The only time a pre-paid label is provided is if your order was packed incorrectly, or there is a clear defect of your item(s).
  2. Upon receiving your return, please allow for 5-7 business days for our team to fully process your return and refund. You will receive an automated email response letting you know that your order has been refunded.
  3. The original postage cost will not be included in your refund, unless there was a clear defect in the product.
  4. The products must be returned in the same condition in which received which includes proper packaging. If the item(s) are received damaged, the Customer is subject to a 10% restocking fee or may be ineligible for a refund.
     - Headwear must be returned in a constructed box and not a poly mailer

If you would like to contact our support team to start a return, please fill out our Contact Form.


WARRANTY POLICY

All Palm products come standard with a 30-day Warranty from the date your order was placed. We absolutely understand that we are not immune to the occasional defect and will always stand behind our products.

We take pride in providing quality products to the modern athlete. We also believe we have a responsibility to educate our customers to the best of our ability on how to choose the best product(s) to best suit their style. 

To get the most out of your products, we highly recommend that you consider some of the following topics:

  1. What is the difference between a Cabretta and Synthetic (Vegan) leather?
  2. How often should you rotate your gloves?
  3. How to reduce sweat marks on headwear with our technical Water and Sweat-Resistant fabrics.

If you would like to contact our support team to discuss a Warranty issue, please fill out our Contact Form.


UPDATE ADDRESS POLICY

If you accidentally typed in the wrong address, you may be able to update with our self-service process. There are 2 ways that you can update your shipping address, as long as your order has not shipped.

  1. Locate your original Order Confirmation email
    1. Scroll down to the Shipping Address section
    2. Click on "Update Address"
    3. Once you save your address it will automatically reflect in your unfulfilled order.
  2. On the Order Confirmation page
    1. Just after you place your order and you are still on the Order Confirmation page, there is a button near your shipping address labeled "Update Address"
    2. Once you save your address it will automatically reflect in your unfulfilled order.

Palm will never change a shipping address without the customers approval and will not be responsible for addresses incorrectly typed or missing information such as Apt/Ste/etc. If the package is Returned To Sender because it was missing information, the Customer will be required to purchase a new shipping label to receive the order.

LOST SHIPMENT / DID NOT RECEIVE POLICY

We absolutely understand the frustration of when an order doesn't show up on time or gets lost. If this happens to you, please be sure to read our steps below.

Shipping issues do occasionally occur, but please remember that once Palm hands your order over to a carrier, we cannot control any delays or missed deliveries.

  1. The best solution is to always include Route Shipping Protection to your order. This is our affordable service which protects any lost or stolen packages and is automatically activated unless removed from your order at checkout. It typically costs about $0.50 - $1.50 depending on your order total. If you already have purchased this add-on service, the easiest way for you to resolve this issue is to view https://claims.route.com. All you need is your order number and email address. You will be prompted to either request a replacement or refund. That’s it!
  2. If you did not purchase Route Shipping Protection, you will have to File A Claim through the shipping carrier in which you chose at checkout. 
    1. USPS File A Claim (Please note that you will have to create an online account in order to file and will have to upload information such as Proof of Receipt, Tracking Information, etc.)
    2. UPS File A Claim (Please note that you will have to create an online account in order to file and will have to upload information such as Proof of Receipt, Tracking Information, etc.)

 

ORDER PROCESSING & SHIPPING POLICY

Upon placing an online order, please allow for 1-3 business days for us to fully process your order. This includes having one of our team members pick and pack your order and deliver to either USPS or UPS. If you purchased an expedited shipping service such as USPS Priority or UPS Express, please note that this is only pertaining to the time of transit and does not expedite the order processing time. We aim to have orders packed and shipped within a maximum of 3 business days of order date so that you can be enjoying your gear as soon as possible. During peak holiday business and promotional periods, our fulfillment periods may be extended but will be clearly outlined on the checkout page to ensure proper expectation of receipt of goods.

For any questions regarding these policies, please fill out our Contact Form  please or open a chat with us for assistance.