Effective October 21, 2026
How orders work
When you submit an order request on our website, no payment is taken. We review your request, check availability, and email you to confirm the items, the shipping cost, any applicable sales tax, and the total. Your order is confirmed only after you approve that total and payment is arranged. If an item is unavailable, we will tell you before you pay and offer an alternative or remove it from the order.
Shipping
- Where we ship: addresses in the United States only.
- Processing time: confirmed orders ship within 2 business days after your order is confirmed and payment is received. Business days are Monday through Friday, excluding U.S. federal holidays.
- Shipping cost: shipping is quoted for your specific order and address in our confirmation email, before you pay. You will see the full total before anything is charged.
- Tracking: we email you tracking information when your order ships.
- Delivery time: transit time depends on the carrier and your location. Carrier delivery estimates are not guaranteed.
Damaged, missing or wrong items
If an item arrives damaged or defective, or we sent the wrong item, contact us within 7 days of delivery with your order details and a photo. We will send a replacement or issue a refund, and you will not pay return shipping for our mistake.
Returns
- You may return unopened, unused items in their original packaging within 30 days of delivery.
- To start a return, contact us first so we can give you return instructions. Returns sent without contacting us may be delayed.
- Unless the return is due to our error, the customer pays return shipping, and original shipping charges are not refunded.
- For health and safety reasons, we cannot accept returns of opened food, pet treats, or personal care items unless they arrived damaged or defective.
Refunds
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to the original payment method, usually within 5 business days of approval. Your bank or card issuer may take additional time to post the credit.
Changes and cancellations
You can change or cancel an order request at no cost any time before you approve the confirmed total. After you approve and pay, contact us as soon as possible. If the order has not shipped yet, we will cancel it and refund you in full.
Questions
Email [email protected], call (813) 291-4940, or use our contact form. Mail: Pallet Crest Goods LLC, 5005 W Laurel St, Suite 100, Tampa, FL 33607.