Restocking Fee
When canceling or returning an order, the refund amount may be slightly lower than the original total. This may be due to a restocking fee, which is set by the seller and automatically deducted during the refund process.
What Is a Restocking Fee?
A restocking fee is a charge some sellers may apply when a buyer cancels an order for personal reasons, such as changing their mind or placing an incorrect order. This fee helps support sellers who manage live or time-sensitive inventory, where cancellations can lead to material loss or increased operational complexity.
When enabled, the restocking fee:
Is clearly displayed on the product listing and during the cancellation process
Ranges between 5% - 25%, as determined by the seller
Is automatically deducted from the buyer’s refund at the time of cancellation
Not all sellers use this feature. If no restocking fee is shown under seller’s Shop Guidelines, the item is not subject to one.
How to Check If a Restocking Fee Applies
To find out whether a restocking fee applies to a specific item, check:
Seller Profile – under Shop Guidelines in the Return & Cancellation Policy section
LIVE Show Page – under Shipping & Policies
Product Listing Page – under the Returns and Exchanges section
When enabled, buyers will see:
"Cancellations will result in a X% restocking fee."
How We Process Refunds
When you place an order, you might use a combination of:
Credit/Debit card or other cash payment
Palmstreet credits
Coupons
If your order is canceled or returned, refund will be issued in the reverse order of how the payment was applied:
Coupons → 2. Palmstreet Credits → 3. Cash (e.g., Credit Card)
How Restocking Fees Affect Refunds
If a restocking fee applies to an order cancellation, it will be deducted from the total refund amount. The remaining balance is refunded according to the original payment method, in the following order:
Coupons – not refundable
Palmstreet credits – refunded to the buyer’s account credit balance
Card or cash payments – refunded to the buyer’s original payment method
Example Refund Breakdown
For an order totaling $107.21 (subtotal $100 + tax $7.21), paid with:
$7 in coupons
$3 in Palmstreet credits
$97.21 on a credit card
If a 10% restocking fee of $10.23 is applied, the refund would be issued as follows:
$7 in coupons: Not refunded
$3 refunded to the Palmstreet credit balance
$93.98 refunded to the credit card
Total refund issued: $96.98
Where can I view the Refund Breakdown
The full refund summary can be found on the Order Cancellation Summary screen. It includes:
The original order total
Any applied restocking fee
A breakdown of how the refund was distributed across payment methods
FAQ
Why do some sellers charge a restocking fee while others don’t?
Only sellers in the reptile category are currently eligible to charge restocking fees. This feature is optional and must be enabled by the seller in their shop settings.
Why does the fee amount vary from seller to seller?
Sellers who enable restocking fees can set their own rate within a 5%–25% range. The default is 15%, but some may choose a higher or lower percentage depending on their shop policies.
When can I request a cancellation?
Order cancellations are only available if the seller has enabled the restocking fee option. You can request a cancellation before the seller ships the item, ****that is, before a tracking number is added. To cancel an order:
Go to your Order Detail page
Tap “Get help with this order”
Select “I want to cancel my order”
Choose a reason for cancellation (buyer-related or seller-related)
Once the order has been shipped, it can no longer be canceled. The cancellation button will be disabled, and this message will appear: “Your order is already on its way and can no longer be canceled.”
What happens if the seller rejects my cancellation request?
If the seller declines the request:
You'll see their reason for rejection
Your order status will return to “Paid” and the seller is still expected to fulfill it
While you won’t be able to submit another cancellation request for the same order, you can still contact Customer Support via “Get Help with This Order” for further assistance.
Still need help?
If your question wasn’t answered here, our Support team is always happy to help. You can also browse the Help Center for more resources and commonly asked questions.
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