Shipping policy
Shipping Policy
Thank you for shopping with Palm & Torch. Here’s everything you need to know about how and when your order arrives.
Order Processing
All orders are processed within 2–5 business days. Orders are not shipped or delivered on weekends or holidays. During high-volume periods, processing may take slightly longer — we’ll always let you know if there’s a significant delay.
Shipping & Delivery Estimates
Shipping charges are calculated and displayed at checkout. Estimated delivery times after processing:
• United States: 7–15 business days
• International: 2–4 weeks, and up to 6 weeks for some destinations
Because our items ship internationally, delivery times vary by location. These estimates are not guaranteed and may be affected by carrier delays, weather, or customs processing.
Order Tracking
Once your order ships, you’ll receive a confirmation email with a tracking number. Please allow up to 48 hours for tracking to begin updating.
International Shipping & Customs
We ship worldwide. International orders may be subject to customs fees, import duties, or taxes set by your country. These charges are determined by your local customs office, are the responsibility of the customer, and are not included in your order total. We’re unable to predict or control these fees.
Lost, Delayed, or Damaged Packages
If your order is significantly delayed, lost, or arrives damaged, reply directly to your order confirmation email or reach us through our Contact page within 14 days of the expected delivery date, and we’ll make it right.
Questions?
Reach out through our Contact page anytime. We’re glad you’re here.
Return & Refund Policy
We want you to love what you ordered from Palm & Torch. Here’s how we handle returns and refunds.
Our Return Policy
Because our products are made and shipped to order, we accept returns and refunds only for items that arrive damaged, defective, or incorrect. We do not accept change-of-mind returns or exchanges.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or not what you ordered, reply to your order confirmation email or contact us through our Contact page within 30 days of delivery. Include your order number and a clear photo of the issue. Once confirmed, we’ll send a replacement or issue a full refund at no cost to you — in most cases you won’t need to ship anything back.
Refunds
Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
Return Shipping
If we ask you to return an item, return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. Original shipping charges are non-refundable.
Non-Returnable Items
The following cannot be returned or refunded: sale or clearance items, gift cards, digital products, and journals or notebooks that have been written in or used.
Questions?
We’re real people and we’re glad to help — reach out through our Contact page.