Buyer FAQs

Welcome to Palmstreet—your destination for discovering, buying, and selling plants, crafts, and unique goods. As the world’s online Main Street, we bring you daily live shopping experiences where you can find your next rare collectible, from special anthuriums and crystals to handmade jewelry, exotics, and more.

To help you get started, we’ve added a quick user guide video below. If you have any questions, browse our FAQs below. If you need further assistance, don’t hesitate to reach out to @PalmstreetSupport.

How do I change my username?

  1. Go to Profile > Edit icon.

  2. Update your username, contact email, and other personal details.

  3. Don’t forget to save your changes.

Note:

  • Usernames can only be changed once every 180 days.

  • Updating your contact information does not change your login credentials.

How do I cancel my pro member subscription?

Follow the appropriate guide based on your device:

How do I delete my account?

  • Go to Profile > Settings icon.

  • Scroll to the bottom and select Delete Account.

How do I set up my wallet?

  • Go to Profile > Settings icon > Payment methods.

  • Alternatively, during a LIVE show, tap the Wallet icon on the right side of the screen to access the payment information.

How do I change my address?

  1. Go to Profile > Settings icon > Address.

  2. Update your address and save the changes.

If you have any unshipped orders but need to change your address, contact @PalmstreetSupport with your order number and new address.

For more details, check out our guide: How to manage your shipping address

How do I set up my contact email?

Profile tab > Profile settings > Edit contact email > Save

FAQs

Is it possible to change the login email on Palmstreet? No, login email address is not yet changeable.

When will the contact email/username change take effective? It will take effective in your profile immediately after saving.

Is verification needed for the update of contact email? There is no verification process for it, thus please check carefully before saving.

How do I buy during a LIVE show?

  • Tap "Get it Now" button at the bottom of the LIVE show to proceed to checkout.

  • If the seller has items listed for sale, tap the Live Store icon at the bottom-right, find the item you want, and tap "Buy now" to complete your purchase.

How do I buy products from the marketplace in the Shop tab?

Select the item you want, then tap "Buy now". Please note that there is no cart feature—each item is processed as a separate order. One exception is that you can bundle items from one shop in the marketplace: Buy Now > Bundle Items.

How do I filter marketplace products in the Shop tab?

  1. Tap "All products".

  2. Use the filter in the top-right corner, set your preferences, and tap "Apply".

How to set local pick-up as preferred delivery method?

If the seller offers local pickup:

  1. During a LIVE show, tap the Wallet icon to access payment & shipping info.

  2. Tap the “Delivery option” to view the seller’s local pick-up location.

  3. Select the seller’s location as the preferred delivery method for local pick-up.

Note:

  • Not all sellers support local pickup. Be sure to confirm before placing your order.

  • For auction orders, set your preferred delivery method before bidding.

For more details, refer to How to set up local pick-up for your order.

How do I confirm that I received my purchase?

  1. Go to Profile > Settings > My Orders.

  2. Select the item and mark it as Item received.

Note: Local pickup purchases must be marked as received once collected.

How do I use Pay-in-4?

If the seller supports Pay Later service, Buyers can select their desired after-pay merchants and proceed while checking out.

Klarna：over $35

Affirm：over $50

Afterpay: over $20

How do I bid in an auction during a LIVE show?

  1. Swipe right on the auction bar at the bottom of the screen.

  2. The current bid price is displayed in the top-right corner of the auction bar.

  3. Once the timer ends, the highest bid is charged automatically.

Note:

  • You will be charged instantly upon winning an auction. Ensure your payment details and shipping address are updated before bidding. If choosing local pickup, set it as your delivery method in advance.

  • Pay-in-4 is not available for auctions.

For a detailed guide, visit: How to place orders in auctions

How do I change the coupon I want to use during a LIVE show?

  1. After tapping “Buy Now” or “Get it Now”, the Check out page will appear.

  2. Tap the Coupon & discount option to apply or remove coupons.

For auctions: Tap the coupon description below the auction bar to select or change the coupon before the auction ends.

How to manually redeem the referral code?

  1. Go to Profile > Settings and find “Did a friend invite you?” under General.

  2. Enter the invite code.

Note:

  • Invite codes are only valid for new users.

  • After 30 days, users are no longer eligible for referral rewards.

How do I refer someone to the app?

  • Go to the "Invite Friends, Get up to $300" banner on the LIVE tab or Profile Settings page, or tap the Gift icon at the top of the LIVE, Shop, or Explore tab.

  • Tap "Share Link" to generate a unique referral link.

  • Rewards for referrers:

    • You will receive $1 credit once the invitee installs and signs up.

    • You will receive a random credit between $12 and $300 when they complete their first valid purchase.

    For more details, see Referral Guidelines and Contest Details

How do I block a user?

At Palmstreet, you can block a user to prevent them from:

  • Direct messaging you in the app

  • Viewing your profile

  • Following you

  • Joining, and chatting in your livestreams

  • Making new purchases from you

However, any existing orders with this user at the time they were blocked will still be honored.

To block a user:

  • Go to a user’s profile.

  • Tap the three-dot icon on the top right

  • Then click Block to blacklist the user

How can I protect my purchases this Winter?

When the cold weather sets in, our hard-working Palmstreet sellers face more challenges when it comes to shipping delicate live items like plants, reptiles, and critters. Keep in mind that although you might live in sunny California or balmy Florida, your seller could reside in frosty Wisconsin! Special winter care is needed no matter where you’re located to ensure that your items arrive safely. We want all our customers to be happy with their purchases, so we’ve created this FAQ to answer all your winter shipping questions.

What is a heat pack and do I need one? Heat packs help to keep plants and critters warm as they make the journey to your doorstep or shipping hub. If the package encounters cold temps during any part of the journey, we highly recommend purchasing a heat pack upgrade for your item.

Do all sellers include heat packs free of charge? No, not all sellers automatically include a heat pack free of charge. Make sure you carefully read and follow the recommendations listed in their shop policies and live show notes. Some sellers include the heat pack automatically, but some do require you to purchase it yourself. If you aren’t sure, message the seller and ask about their heat pack policies. If you fail to purchase a heat pack when it’s needed, your order could become damaged from cold temperatures.

Do I need to buy 2-day shipping? Please follow the recommendations of your seller when it comes to 2-day shipping. Many Palmstreet sellers are very experienced shippers and 2-day shipping is one of the best ways to guarantee the safety of your item.

Why did my seller hold my order? If temps are below freezing during any part of your package’s journey, it’s often safer to hold the order and prevent damage. Your seller should communicate this to you clearly. Make sure to check your messages and stay in contact.

Why is my item taking longer than normal to arrive? In addition to extreme weather, many carriers face seasonal delays due to increased holiday volume. Your seller may choose to ship only on Mondays and Tuesdays to prevent a weather event or holiday delay from affecting your order. This timing is important so your package doesn’t end up stuck at a distribution center over the weekend.

Why are item prices higher this winter? Upgrades like heat packs and insulation can be costly additions for sellers. To account for the extra cost, some sellers raise their prices for winter shipping.

What happens if my item arrives dead or damaged? Unfortunately, even when all the proper precautions are taken, unpredictable winter weather can result in damaged packages. If this occurs, please communicate with your seller promptly to reach a resolution. You may also be covered under late delivery protection policy outlined here - Late Delivery Protection

Remember to reach out to our Customer Support team with any questions!

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