# How late delivery protection works #### What’s Covered? Palmstreet’s **Late Delivery Protection** ensures peace of mind for both buyers and sellers when unexpected shipping issues occur. If a shipment is lost, arrives late, or is significantly damaged or dead upon arrival, the order will be **fully replaced or refunded**.\ Please note that **stolen packages are not covered**, and this protection applies only to **orders shipped on or after February 7, 2025.** #### How It Works: Submit **proof of damage** within **24 hours** of delivery for plants or **4 hours** of delivery for animals. This can be done by contacting @PalmstreetSupport in your Palmstreet App. Late deliveries qualify if they **exceed carrier delivery timeframes**, measured from when the package was picked up. * Next Day Air Shipping: order qualifies as late if it arrives on the 2nd business day or later. * 2nd Day Air Shipping: order qualifies as late if it arrives on the 3rd business day or later. * Ground Shipping: order qualifies as late if it arrives on the 6th business day or later. * Ground Advantage Shipping: order qualifies as late if it arrives on the 9th business day or later. Your case will be reviewed within **48-72 business hours.** Upon verification, you will be given confirmation of a replacement or refunded the cost of your order. #### **What is the Claims Process?** If you need to file a claim, please use the following process: 1. Contact the seller or Palmstreet Support with your order number. 2. Within 48-72 hours, Palmstreet Support validates that the shipment missed its guaranteed delivery window and that the item(s) is damaged beyond recovery. 3. Order issues for packages presumed to be **lost** by the carrier (where the status is not "delivered") must be filed no sooner than 7 days after the last tracking update for United States domestic shipments and within 30 days from the last checkpoint. 4. Palmstreet Support will work with you to finalize any verification details. 5. Palmstreet Support will credit you back for the amount of the claim filed if you are not sent a replacement item. #### FOR SELLERS: #### **What’s Covered?** For shipments that are late AND the item(s) are damaged beyond recovery, the following coverages will apply. **For the Seller:** * 100% of the shipping cost attributed to the affected order(s). (*shipping reimbursement will be calculated based only on affected orders*) * 50% of the total order value for items shipped to the customer to cover your cost of goods sold. * Items that are sold and packaged with a unique tracking number, up to a total of $5,000 payout per claim. #### **When Does the Reimbursement Apply?** Your shipment qualifies for coverage if **all** of the following conditions apply to an order: * The items in the order arrive damaged or dead or the package is lost. **Please note:** ***Stolen packages after delivery remain the Buyer's responsibility.*** * The Buyer submits **proof of damage** to you and/or Palmstreet Support within: **24 hours** of receipt for plants **4 hours** of receipt for animals. * The delivery is delayed beyond the carrier's guarantee window.\ For example:\ -Next Day Air Shipping: order qualifies as late if it arrives on the 2nd business day or later.\ -2nd Day Air Shipping: order qualifies as late if it arrives on the 3rd business day or later.\ -Ground Shipping: order qualifies as late if it arrives on the 6th business day or later.\ -Ground Advantage Shipping: order qualifies as late if it arrives on the 9th business day or later. * The shipment containing live plants or animals was dropped off to the carrier between **Monday and Wednesday** to be shipped. #### **What is the Claims Process?** Claims shall follow the following process: 1. The Buyer submits a claim to you or Palmstreet Support If it is submitted to you, please pass it along to Palmstreet Support. 2. Palmstreet Support validates that the shipment missed its guaranteed delivery window. Palmstreet Support may need to reach out to you if the shipping label was purchased from someone other than Palmstreet. 3. Palmstreet Support validates that the item is damaged beyond recovery and confirms with you that this is the case. 4. You provide input as to whether you will replace or choose the refund the impacted items If a replacement is chosen, you reship impacted items directly to the Buyer. If a refund is chosen, Palmstreet Support will issue a refund for the items. 5. Palmstreet will credit your account for the amount of the claim. Thank you to those in the Palmstreet community that provided feedback to help us refine this program! \*Palmstreet reserves the right to make changes to this program as we see fit for the betterment of the community. --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://help.palmstreet.app/buyer/after-sales/how-late-delivery-protection-works.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.