FAQs

General Questions

Is there a Palmetto Moon near me?

We currently have 50+ locations across 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 full-price merchandise only and cannot be combined with other promotions. Please present your valid, non-expired Military ID to a store associate to receive your merchandise discount.

Can you combine discounts?

Discounts and promo codes cannot be combined with any other promotional offers or discounts. They are valid on full price products only and cannot be applied towards previous purchases or gift cards. All discounts and promo codes are limited to a one-time use per customer. We reserve the right to cancel any order if we detect misuse or abuse of discount codes. Misuse includes, but is not limited to, using multiple discount codes on a single order, creating multiple accounts to use the same discount code, or any other activity that violates our terms of service.

Can you use discounts with clearance?

Discounts and Palmetto Perks coupons/discounts cannot be combined with clearance items.

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.

Gift Cards

Where can I buy a gift card?

Online or at any Palmetto Moon store.

How do I check my balance?

Use our online balance checker. Check your gift card balance

Can I send a gift card?

Yes — personalize, choose a design, and schedule delivery.

Do gift cards expire?

Yes — after 5 years (where permitted by law).

Can I reload a gift card?

No — not reloadable at this time.

Are gift cards refundable or cancellable?

No — all sales are final.

For more details, visit the full Gift Card FAQ here.

Palmetto Perks Rewards

How do I join?

You can sign up online or in-store. A valid email address and phone number are required.

How do I earn points?

Members earn 1 point for every $1 spent on eligible purchases in store and online.

When will points appear in my account?

Points typically appear within 30 minutes. If your points have not been added within 24 hours of making a purchase, contact our Customer Service department.

When do points expire?

Points earned during a calendar year expire on April 1 of the following year.

Where can I check my points balance?

Sign in to your account online and visit the Palmetto Perks page or ask an associate in one of our store locations.

What can rewards be earned on?

Rewards may be earned on all merchandise. Points will not be earned on taxes, shipping and shipping protection, or gift cards.

What can rewards be redeemed on?

Rewards may be redeemed on eligible full-price merchandise. Rewards cannot be used on sale items.

Can I use multiple rewards at once?

No, only one Palmetto Perks reward may be used per transaction.

Can rewards be combined with another promotion?

Rewards may only be combined with eligible 2-for and 3-for programs. Combination rules may vary.

What happens when merchandise is returned?

Points earned from returned merchandise will be deducted from the customer's account.

What happens with a partial return?

Only the points earned from the returned item or items will be deducted.

Will a redeemed reward be returned after a return?

No. Rewards and coupons are single-use and cannot be reinstated or reimbursed after a return, including a partial return.

For more details, visit our full Palmetto Perks page here.

Orders & Payments

What credit cards do you accept?

Palmetto Moon accepts MasterCard, Visa, Discover, and American Express credit and debit cards in-store and online. We also accept PayPal and Apple Pay.

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 contact our Customer Service team.

Can I cancel or change my order once it’s been placed?

In effort to ship your order as quickly as possible, the ability to make edits or cancel your order is not available.

What happens if my package is lost or stolen in transit?

We offer Route Package Protection to provide our customers with added peace of mind during the shipping process. Route protects your order against loss, theft, or damage during transit.

Why Choose Route?

If something happens to your package, Route makes it easy to file a claim and get a replacement or refund quickly.

How It Works:

Route protection can be added at checkout for a small fee.
If your package is lost, stolen, or damaged in transit, you can file a claim directly with Route for a fast and hassle-free resolution.
When replacing an item, Route covers the subtotal of the order, the Route premium, shipping costs, and taxes.
To ensure your order is covered in the event of loss, theft, or damage during transit, Route Package Protection must be selected at checkout. If Route is not added, Palmetto Moon is not responsible for lost, stolen, or damaged packages once they leave our facility.

To file a claim visit claims.route.com

Shipping & Delivery

When will my order ship?

Orders are typically processed and shipped out from our warehouse within in 2-3 business days. Processing time for orders placed Saturday & Sunday will not begin until the following Monday. For more information see our full shipping policy here.

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 view your order status anytime through the My Account page if you have an account with us.

Can you ship to an address outside of the U.S.?

At this time, we do not offer shipping outside of the United States.

For more details, visit our full Shipping & Delivery page here.

Returns & Exchanges

What is your online return policy?

If for any reason you are unsatisfied with your purchase, you can return new and unused items within 60 days of the original purchase date for a refund or exchange. Please note that shipping charges, Route insurance, and processing fees are non-refundable. All sale items and gift cards are final sale and can not be returned. In order to receive a refund, all merchandise must possess the original manufacturer tags and identification stickers. Defective merchandise shall be returned directly to the manufacturer under their return policy; please contact our customer service department for details. All returns must go through our online returns portal and will incur a return shipping and processing charge. Palmetto Moon reserves the sole right to refuse the return of any item in which the purchaser has made previous multiple returns or if the product has been used. In addition, we will not accept orders from customers that have demonstrated a high incidence of returns after purchase. See our full return policy here.

How do I initiate a return?

Online purchases are eligible for free in-store returns with your original invoice or online via our Returns Portal. Once your return is received, you will be refunded the original purchase amount, minus any shipping or return processing fees, provided the item(s) arrive in new, unused condition with original tags attached.

Mail-in returns incur an $8.99 shipping and processing fee. Select oversized items may have an additional processing fee of up to $19.95 per item. All applicable fees will be displayed in the Returns Portal before you confirm your return.

To be eligible for a refund, items must be unused, stain-free, and have their original manufacturer tags and identification stickers attached. Palmetto Moon reserves the right to refuse returns for customers with excessive returns or used items.

Defective merchandise should be returned directly to the manufacturer according to their policy; contact Customer Service for assistance.

Returns are always free at any Palmetto Moon store—find your nearest location to return items in person at no cost. Please allow 4–7 business days for processing once your return is received at our distribution center.

Start your returnhere.

How long does a refund from a return take?

Once your return is received at our distribution center, it will be processed and approved for a refund within 4–7 business days. After approval, we will refund the amount of your item(s), minus any shipping or return fees, to your original form of payment.

Please note that the timing of the refund posting is determined by your financial institution and may take 7–10 business days. These timelines are estimates; the actual posting date may vary by institution.

Can I exchange items in my order?

The fastest way to exchange an item is to visit your local store with your original packing slip and select your new item(s).

If you are unable to visit a store, you can return your item(s) via the Returns Portal and place a new order for the item(s) you would like to exchange.

Start your exchangehere.

If additional assistance is needed, please call Customer Service at 1-888-309-8040, ext.1 for support.

My order arrived damaged or defective. What do I do?

Did you purchase Route Package Protection?
If your package was lost, stolen, or damaged in transit and you added Route at checkout, file a claim directly at claims.route.com for a fast resolution.

If you did not purchase Route:
Please email info@palmettomoononline.com within 5 business days of receiving your order. Be sure to include photos of the damaged or defective item(s). Our team will investigate and assist to the best of our ability with a return or replacement.

What happens to my loyalty points when merchandise is returned?

Points earned from returned merchandise will be deducted from the customer's account.

What happens to my loyalty points with a partial return?

Only the points earned from the returned item or items will be deducted.

Will a redeemed Perk reward be returned after a return?

No. Rewards and coupons are single-use and cannot be reinstated or reimbursed after a return, including a partial return.

For more details, visit our full Returns & Exchanges page here.

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