FAQ

Sizing: 

How do I know what size I should order? 

Sizing may differ among our products. For accurate size information, refer to the sizing chart page linked on the product page. In cases where a sizing chart is not provided, you can find size recommendations in the product description. If a sizing chart is unavailable for a specific item, feel free to contact us at support@palmtreecrew.com for further assistance.

Care: 

Tips for caring for you Palm Tree Crew jewelry:

Keep your jewelry in a jewelry box or soft pouches to avoid scratching. Do not store your jewelry in the bathroom - the moist air will make your jewelry tarnish. Remove your jewelry when you wash your hands, go swimming or exercising. Clean your jewelry regularly with a jewelry cleaning product.

Exchange/Return Policy:

Can I exchange or return items?


To initiate an exchange or return, kindly email us at support@palmtreecrew.com, providing your name, order number, and the items you wish to exchange or return. For details on eligibility and procedures, please refer to our Refund Policy.

It's essential to note that specific items on our site are made to order and do not have inventory. Consequently, exchanges or returns cannot be accepted for these products.

 

Shipping: 

My order has shipped; so why does my tracking show “No Results”? 

If your tracking indicates "No results", it is probable that your order has recently been shipped, and the tracking information will likely update within the next 36 hours. However, if you continue to see "No results" for more than 72 hours (excluding weekends), kindly inform us by reaching out to support@palmtreecrew.com. We are here to assist you.

My tracking information says the package was delivered but I have not received it yet. What should I do? 

At times, carriers may mark a package as delivered before its actual arrival. We suggest waiting 2-3 days after the last status update (excluding weekends) to allow the carrier sufficient time for delivery completion.

Within 2 days of the expected delivery date, we recommend taking the following steps:

  • Look for a notice of attempted delivery.
  • Inspect the delivery location for your package.
  • Check the tracking link to confirm if someone else accepted the delivery.
  • Some packages may pass through multiple carriers, so check your mailbox or designated mail reception area.

If, after 3 days without a status update, you have not received your package, please contact us at [insert address] for further assistance.

Why is my order marked “Return to Sender”? 

An order may be flagged as a return for various reasons, including:

  • Refusal by the recipient.
  • Non-collection by the recipient.
  • Rejection due to customs charges.
  • Incomplete or insufficient address.

Should your item be labeled as "Return to Sender", please reach out to us at support@palmtreecrew.com. We are available to assist you in resolving this matter.


International Shipments: 

Before placing your order, kindly verify the accuracy of your shipping address. International shipments are transferred to the country's postal service once customs clearance is completed. In certain countries, additional tracking information may not be accessible once the package is handed over to local carriers.

Packages may take up to six weeks to deliver pending customs processing.. Unclaimed packages will be returned to the manufacturer and are not eligible for reshipment or refund. We advise reaching out to your local customs officials for further assistance.

How can I find the tracking number for my country’s postal provider?

Frequently, the tracking number for a country's postal provider can be located in the Alternate Tracking Number section within the Shipment Details. You can access this information through the shipping link provided by our team. If you encounter any difficulties or have questions, feel free to reach out for assistance.

Are there additional shipping costs for International orders? 

Shipping charges do not cover import taxes, duties, customs, and clearance fees that may be imposed upon the arrival of your shipment in your country. We do not assume responsibility for these charges, and we cannot provide estimates for duties and taxes, as such information varies by country.

As the Importer of Record, you are accountable for any incurred charges or other fees imposed by your country. It is essential to adhere to all laws and regulations of the country where you are receiving the goods. For information on potential charges, kindly contact your local customs office.

Do you ship to APO/FPO addresses? 

We do accommodate shipping to APO/FPO addresses. Please choose the option "Ship orders to addresses within the US, Canada, and APO/FPO military addresses." When sending to an APO, ensure that you provide the complete APO address and select USA as the country. It's important to note that UPS does not provide shipping services to APO/FPO addresses.

Do items ship separately? 

Yes, items may ship separately as we dispatch products from multiple facilities. Consequently, you may receive your order in separate shipments, arriving on different days.

 

Placing an Order / Order Status: 

How long will it take to process my order before it ships? 

The processing timeframe for these specific items is outlined in the item description section. For all other items, we kindly request a processing time of 3-5 days before your order is shipped.

When will I receive my order? 

Upon shipment, the delivery time is contingent on the chosen method at checkout:

  • Standard Flat Rate: 5-8 business days
  • Ground: 3-5 business days
  • 2 Day: 1-3 business days
  • Flat Rate International: 10-14 business days

Please be aware that these time estimates denote transit times from the date of shipment and are susceptible to potential delays by the shipping carrier.

It's essential to clarify that 2 Day shipping denotes the number of business days your package will be in transit once it has been shipped. This does not guarantee delivery within 2 days of purchase.

What is the status of my order? 

Upon placing your order, an order confirmation will be sent to you via email or SMS, depending on the contact information provided at checkout. If you do not receive a confirmation, kindly reach out to us at support@palmtreecrew.com. Once your order has shipped, a shipping confirmation email containing tracking information will be dispatched to you. 

Can I combine orders? 

Regrettably, we are unable to combine orders as they are processed individually immediately upon placement.

Can I change or cancel my order? 

We strive to process orders promptly to facilitate swift delivery. If your order has not yet entered the processing stage, we will make every effort to accommodate requests for size changes, address modifications, or order cancellations. However, once an order is in processing or has been shipped, we are unable to make any changes.


It is crucial to review all information carefully before completing your order. In the event of an address error, please contact us promptly at support@palmtreecrew.com and include the correct address in your email to facilitate assistance.