Palmstreet Order Info & Shipping Preferences

IMPORTANT – PLEASE READ BEFORE CONTINUING
Palmstreet and Shopify are separate systems and do not connect.

For all order questions, EMAIL IS THE ONLY SUPPORTED CONTACT METHOD.
Messages sent through Palmstreet will not receive timely responses.

1. Fill out the survey below!

Tell us which arrival days work best for you so we know when you can receive.

We use this information to make your order on our Shopify site.

2. We Create Your Shopify Order

We create an internal Shopify order to update inventory.

This is NOT a bill and does NOT reflect what you paid.
All items are discounted 100%.

Payment details are found only in Palmstreet.

3. Schedule Confirmation

A team member will email you to confirm your shipping date, typically within 48hrs of ordering!

Please wait for this email before making any arrangements.

4. Look For Tracking Number

We generate your shipping label the morning your order is ready to ship.

Tracking updates will come directly to your email — please monitor them.

ORDER SUPPORT: EMAIL ONLY (NO PALMSTREET MESSAGES)

Due to high daily message volume, Palmstreet messages are not monitored for order support.

If you message us on Palmstreet, you should expect delayed or no response.

Email is the only channel that is consistently monitored and prioritized.
Why are the prices different on my order confirmation than Palmstreet??

Palmstreet and Shopify Order Explanation

Palmstreet and Shopify are two completely separate systems and do not currently integrate with one another.

When you place an order on Palmstreet, we manually create a mirrored order in Shopify. This internal Shopify order exists solely to ensure our inventory is accurately updated. The items you purchased or won during the Palmstreet event are added to this Shopify order and discounted 100%, which removes them from our available inventory.

Please note:

The prices shown in Shopify are not the prices you paid.

Those prices reflect the standard retail pricing on our website only.

Your actual purchase price is recorded exclusively in Palmstreet, where your official order history and payment details are stored.

If you have questions about what you paid, please refer to your Palmstreet order confirmation.
🕐 How Shipping Works

Once you complete this survey, our team will:

  • Check your weather and location.
  • Confirm if your requested delivery day and location are safe.
  • Email you within 1-2 business days (Monday-Friday) to confirm your ship date or notify you of weather delays.

We send final confirmations at LATEST night before shipping around 5pm - look out for these emails! 

Your order is not officially scheduled until our team confirms by email.


Please don’t make pickup or delivery plans until you receive that confirmation.
Fedex Facility Pickup Live Arrival Guarantee (LAG) (Recommended)

Picking up at a FedEx facility is the safest and fastest delivery method. Packages are usually ready by 9 AM and almost always arrive earlier than home delivery.

Key Policies:

Live Arrival Guarantee window: 2 hours from the “Ready for Pickup” scan (typically ending around 11 AM local time)

Eligible resolutions include refund, replacement, store credit, or reshipment, depending on the value of the animal and situation

If you cannot go straight home to unpack, you may pick up later in the day (most facilities close around 7–8 PM).

In this case, issues must still be reported within 2 hours of pickup, and compensation is store credit only

Weather range: 25°F–100°F

We may hold your order if temperatures are unsafe

If someone else will pick up your package, please email us to add them as a verified receiver

Animals must be unpacked promptly after pickup

Reports made outside the 2-hour window may be eligible only for partial credit or store credit
Home/Office Delivery Live Arrival Guarantee

Home delivery is available as a courtesy for customers who cannot visit a FedEx facility. Many suppliers offer no coverage for home delivery, but we keep this option open to give you more flexibility.

Important Notes:

  • Extra travel time increases risk; therefore store credit or replacements on your next order are the only compensation options
  • Weather range: 40°F–70°F
  • Shipments may be delayed if conditions are unsafe
  • Issues must be reported within 30 minutes of delivery
  • Animals must be unpacked immediately

  • Due to risk of packages being exposed to weather,