Shipping Issues FAQs

What regulations apply to shipping plants?

Please refer to the USDA Animal and Plant Health Inspection Service for rules and regulations regarding shipping of live plants.

What regulations apply to shipping animals?

Shipping live reptiles in the U.S. is governed by a combination of federal laws, state-level regulations, and carrier-specific requirements. It is the seller’s responsibility to ensure full compliance.

• Shipping Method: Sellers must use next-day services to minimize stress. We encourage shipping next-day to FedEx and UPS hubs, or to local FedEx or UPS stores if a hub is not available.

• Temperature Control: Reptiles are ectothermic and must be shipped within a temperature range suitable for the species. Use insulated containers and heat/cold packs or cryo packs as necessary.

• Secure Packaging: Containers must be secure and well-ventilated, escape-proof, and provide enough space for the animal to move comfortably. Proper labeling should indicate live animals.

• Proper Documentation: Include health certifications, permits for regulated species, invoices, and any required customs declarations.

• Timing of Shipment: Ship during optimal weather conditions, avoid extreme temperatures and harsh weather, and schedule shipments to minimize transit time (avoid weekends/holidays). If extreme weather is forecast, delay shipment and communicate with the buyer.

• Regulatory Compliance: Ensure compliance with local, national, and international regulations (e.g., U.S. Fish and Wildlife Service, CITES) and species-specific laws.

• Hydration and Nutrition: For longer shipments, consider hydration needs (damp substrate or gel packs). Avoid feeding immediately before shipping to minimize stress and injury.

What to do when the order is taking longer to be shipped?

Please reach out to the seller as soon as possible to confirm the exact shipping date of your purchase and establish clear communication.

• If the order was created less than 12 days ago:

  • Reach out to the seller about the issue.

• If you have contacted the seller but received no response for more than 48 hours:

  • Directly reach out to @palmstreetsupport to help contact the seller. We will reach out on your behalf.

• If the order has not been shipped over 12 days without your consent:

  • Sellers are typically required to ship within 12 days. Sellers may agree with buyers to delay due to extreme weather — check live show notes and the seller’s shop guidelines.

  • You may request that the seller process a refund. If you get no response within 48 business hours, reach out to @palmstreetsupport for assistance.

Cancelations and refunds are processed by the seller and Palmstreet requires the seller's consent before orders can be canceled or refunded.

What should I do if my order is marked as delivered but hasn't arrived?

Tracking may sometimes show delivered before arrival (mis-scan or pre-scan). Recommended steps:

• Verify the shipping address on your order is correct and complete.

• Verify the tracking link to ensure the delivery address matches the order address.

• Check the delivery location and look for any delivery notices from the carrier.

• Confirm with family members, roommates, or neighbors who may have accepted the delivery.

• Contact the carrier for the most current information.

If you cannot locate the package after these steps, file a claim with the shipping carrier. If the package was delivered but later stolen, this is not covered by Palmstreet or the carriers — you may need to work with your homeowners or renters insurance.

If the item was lost due to UPS and the shipping label was purchased via Palmstreet by the seller, please contact our customer support team to help submit and follow the claim for you.

What to do if the order shipping status got stuck?

Check the order status and act accordingly:

• Pre-transit: The seller has purchased the shipping label but has not shipped the items. Contact the seller to ship your order as soon as possible.

• In-transit: The package has been accepted by the carrier and is en route. Tracking updates can be delayed or skipped. If tracking is stuck for more than 72 hours without updates:

  • Contact the shipping carrier for the most accurate information.

  • Confirm the shipping address on the order is correct.

If still concerned after contacting the carrier, contact the seller or Palmstreet Support for assistance.

What if an order is sent to the wrong address?

If the shipping address is incorrect for an order already dispatched, act promptly:

• Contact your postal service immediately with the tracking number and explanation.

• If the buyer entered the incorrect address or failed to update it before ordering, the seller is not responsible. The buyer must work directly with the seller to purchase a replacement or arrange alternate solutions.

What regulations apply to shipping plants to California?

If you are a seller shipping plants or plant material to California, please be aware that all such shipments must comply with California entry requirements. Shipments of plants and related material into California are subject to regulation by the California Department of Food and Agriculture (CDFA). It is each seller’s responsibility to ensure that their items meet these requirements before shipping. For detailed information on California’s laws and regulations governing plant material shipments, please refer to the summary provided by the National Plant Board (NPB) here: https://www.nationalplantboard.org/uploads/1/3/6/7/136771235/npb_ca_summary_2025_-_grkn_added.pdf

Failure to adhere to California’s entry requirements may result in shipment rejection, destruction, or other regulatory enforcement.