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    FAQ

    General Questions

    Is there a Palmetto Moon near me?
    We currently have 26 locations in the Southeast. You can find your closest store by visiting our Store Locator page.
    Do you offer a Military Discount?
    We currently offer an in-store only 10% Military Discount to all active Military personnel, veterans and military spouses with a valid Military ID. Military Discounts apply to all full-price merchandise. Please present your valid, non-expired Military ID to a store associate to receive your merchandise discount.
    Do you have a rewards program?
    Yes! We currently have an in-store only loyalty rewards program called Palmetto Perks. As a Palmetto Perks member, you earn points every time you shop with us in store and redeem your points to unlock rewards and special in-store offers. For more details and information on how to sign up, click here
    Where do I buy an E-Gift Card online?
    Visit our E-Gift Card page here to purchase the desired amount! All E-Gift Cards purchased online are in electronic format. An E-Gift Card code will immediately be sent directly to the purchaser’s email, which can then be forwarded to another recipient. The E-Gift Card can be used for both online and in-store purchases. Once received, E-Gift Cards can immediately be redeemed online, but please allow 24 hours after purchase for them to be activated for in-store redemption.
    Please call Customer Service at 1-888-309-8040, ext. 100 for questions. Please do not reach out to stores for E-Gift Card inquiries.
    How do I use my E-Gift Card online or in-store?
    During the checkout process online, there is a section that prompts you to enter in your E-Gift Card or Discount code. Submit your E-Gift Card code here and the amount on your card will automatically be subtracted from your shopping cart total.
    For in-store purchases, you must present your E-Gift Card code to the associate at checkout. Keep it mind, it takes 24 hours after purchase for E-Gift Cards to be activated for in-store redemption. 
    Can I find out how much is left on my E-Gift Card?
    For balance inquiries or questions, please call Customer Service at 1-888-309-8040, ext. 100.
    I have a physical Gift Card. Can I use this online?
    Gift Cards purchased in-store can be used for online purchases, but must be activated by our Customer Service department first. If you wish to use a physical Gift Card online, call Customer Service at 1-888-309-8040, ext. 100.
    Do you offer store credit?
    Store credits may be issued at one of our retail locations. These are valid for in-store use only and cannot be used for online purchases.

     

    Orders & Payments

    What credit cards do you accept?
    Palmetto Moon accepts MasterCard, Visa, Discover, and American Express credit and debit cards online. We also accept Paypal.
    When will my credit card be charged?
    Your card will be charged when your order is placed.
    How will I know that my order was accepted?
    Once your order has been placed, you should receive an order confirmation by email that includes your order number, items in your order, and total amount to be charged. This email may end up in your spam folder, so be sure to add Palmetto Moon to your “safe” list. If you still have not received your order confirmation email, please give Customer Service as call at 1-888-309-8040, ext. 100 or email us at info@palmettomoononline.com.
    Can I cancel or change my order once it’s been placed?
    If you wish to make changes or cancel your order, please contact Customer Service as quickly as possible after your order has been placed. We aim to process and ship orders within 24 hours to get them to you as quickly as possible, so some changes/cancellations may not be possible, but we will do our best to accommodate your request!  Customer Service can be reached via this Contact Form, by phone at 1-888-309-8040, ext. 100 or by email at info@palmettomoononline.com.

     

    Shipping & Delivery

    When will my order ship?
    Orders are typically processed and shipped in 1-3 business days. Processing time for orders placed Saturday & Sunday will likely begin the following Monday. See our full shipping policy here.
    When will my order be delivered?
    Once your order is shipped, standard USPS delivery typically takes between 2-5 business days. On rare occasion, packages can arrive outside of this estimated time frame due to delays with the carrier service.
    How can I check the status of my order?
    Once you place an order, you will receive an email confirmation with your order details and an option to “View Your Order.” Once your order has shipped, you will receive another email notification with tracking information. This email may end up in your spam folder, so be sure to add Palmetto Moon to your “safe” list.
    You may also check the status of your order at any time by visiting the “Track Your Order” page.
    Can you ship to an address outside of the U.S.?
    At this time, we do not offer shipping outside of the United States.

     

    Returns & Exchanges

    What is your online return policy?
    New and unused items with original manufacturer tags may be returned for a refund (excluding shipping charges) within 30 days from your order date. Return must include a copy of your Palmetto Moon packing slip or invoice. All sale items and face masks are final sale. You will be credited the appropriate amount upon processing the returned merchandise based on the original payment method, less any shipping fees. See our full return policy here.
    How do I initiate a return?
    To initiate your return, please fill out the return form on the back of your packing slip with the respective information regarding the item(s) you wish to return. Please include this packing slip in your package – refunds will not be issued without proof of purchase. Package up your item(s) and clearly print/type your name and address on the package, and use the carrier of your choice to mail your return back to us at:
    Palmetto Moon Returns Department
    1950 Hanahan Road
    North Charleston, SC 29406
    See our full return policy here. Additionally, all online purchases are eligible for in-store returns with original packing slip.
    How long does a refund take?
    Once your return is received, it will be processed and approved for refund in 2-5 business days. We then credit the amount of your item(s) to the original form of payment. After they’re processed, refunds are posted at the discretion of your financial institution. It may take some time before you see them on your bank statement, but they generally appear within one to two billing periods. Sometimes they can appear in as little as a few business days. Please note, we do not refund shipping charges.
    Can I exchange items in my order?
    The quickest way to receive a new item is to place a new order on our website and send back your original order as a return. You will be refunded your original purchase, less any shipping fees, if it arrives to us in new/unused condition.
    You may also submit an exchange by filling out the Return/Exchange Form on the back of your packing slip and mailing the item(s) to our Returns Department. Once we receive your item(s), it typically takes 2-5 business days to process your request and ship your updated item(s). We provide free USPS standard shipping to get your exchange shipped back to you! 
    If additional assistance is needed, please call Customer Service at 1-888-309-8040, ext.100 for support.
    My order arrived damaged or defective. What do I do?
    If you received damaged or defective merchandise, please contact Customer Service via email at info@palmettomoononline.com within 7 days of receiving your order. In your email, please provide photos of the damaged item(s). We will be in contact to investigate and process a return or replacement.
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