Frequently Asked Questions
Have questions about our products or your order? You're in the right place. Browse the answers below — and if you don't find what you're looking for, feel free to reach out to our team.
Shipping Information
Do you offer Free Shipping?
Do you offer Free Shipping?
Yes! Orders of $75 or more placed on pallamart.com qualify for free shipping at checkout. Free shipping applies to website orders only.
My tracking says "delivered" but I don't have my package
My tracking says "delivered" but I don't have my package
If your package hasn't arrived, take a moment to check with neighbors or your building management first. Deliveries sometimes get left in nearby spots. If you've looked everywhere and still can't find it, reach out to us and we'll sort it out.
My order arrived damaged
My order arrived damaged
Contact us within 48 hours at hello@pallamart.com with clear photos of the damaged item and its packaging. We'll work with you to find the best solution. If damage occurred during shipping, we'll cover the return shipping cost.
Order Support
When will my order ship?
When will my order ship?
Once you place your order, our team gets to work within 1 to 3 business days. You'll receive an order confirmation email immediately, and we'll send you another email with tracking information once your package ships out.
How can I track my package?
How can I track my package?
As soon as your order leaves our facility, we'll email you a tracking number. It can take 24–48 hours for the carrier to update their system.
I made a mistake with my address - can you fix it?
I made a mistake with my address - can you fix it?
Always double-check your shipping address before placing your order. Once your package is on its way, we cannot redirect it to a different location. If you notice an issue, please contact us right away. We're here to help and will do our best to make things right.
Returns & Refunds
Return Window
Return Window
We’re happy to help with returns. You have 30 days from delivery to request a return.
You may open your item to inspect it. As long as it remains unused, unwashed, and in its original condition with tags attached, it is eligible for return.
How to Start a Return
How to Start a Return
Contact us at hello@pallamart.com with your order number, and we'll be happy to provide you with return instructions. Please pack your items securely in their original packaging and ship them back using the prepaid label or method we'll arrange for you.
Refund Processing
Refund Processing
Once we receive and inspect your return (typically 3-5 business days), we'll process your refund to the original payment method. Please allow 5-10 business days for the refund to appear in your account. We appreciate your patience throughout this process.
