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Frequently Asked Questions (FAQs)

Note the below Frequently Asked Questions (or "FAQs") are compiled from questions from customers like you. If you would like further help, please do not hesitate to complete the Contact form for us to assist you! 

  1. Can orders on PalmettoMoonOnline.com be combined with orders on Palmetto-Moon-Monograms.com to receive free shipping?
    PalmettoMoonOnline.com and Palmetto-Moon-Monograms.com are two seprate websites and orders can not be combined to receive free shipping over $50. In order to receive free shipping, customer must place an order of $50 or more on each respective website.
  2. What credit cards do you accept?
    Palmetto Moon accepts MasterCard, Visa, Discover, and American Express credit and debit cards online. We also accept Paypal and Apple Wallet. 
  3. What tax rate do you charge?
    You will be charged in addition to your order the relevant tax rate for your order. Palmetto Moon only collects sales tax for the states of North Carolina, South Carolina, Florida, and Georgia.
  4. What if I want something that I can’t find on your site?
    Please contact our customer service line! We only feature a percentage of the actual products we carry in our stores. We will also special order any products that we are able to find!
  5. When will my credit card be charged?
    Your card will be charged when your items are shipped.
  6. Which products have lifetime guarantees and how do you handle those returns?
    Rainbow Sandals, Costa Del Mar Sunglasses, and Tervis Tumblers all have lifetime guarantees. These vendors require that merchandise be returned directly to the manufacturer. Please call our toll-free number at (+1 (888) 309-8040, extension 100, for more information or if you would prefer we assist you in this process.
  7. How can I check the status of my order?
    You will receive an email notification when we process your order.  You can also visit our Order Status page to check your status or see tracking information at any time. 
  8. How will I know that my order was accepted?
    You will receive an order confirmation via email that includes your order number and the total amount to be charged. If you do not receive a confirmation email within 24 hours, please first check your spam folder, then contact us at the form on this page if further assistance is needed.
  9. How long does a refund take?
    We credit the original card used to make the purchase as soon as we receive the returned merchandise. Shipping charges are non-refundable. However, refunds generally appear on your billing statement in one to two billing periods.
  10. How do I cancel or change my order?
    Please contact Palmetto Moon via the Contact form on this page to cancel or change your order. Note we aim to ship all orders on the day they are placed, so it may not be possible to change or cancel your order. 
  11. My order arrived damaged or defective. What do I do?
    Please complete the Contact Form. We will be in contact to investigate and process a return and replacement. 
  12. How do I place an order if I live outside the US?
    We currently ship to the Continental US only. We are working to provide a great international shipping solution for you.  At this time, you can reach out to us via the Contact Form to request a shipping quote for your location.
  13. How do I return my order?
    We have a 30-day return/exchange policy. You can mail back your item to the address below including receipt and original packing slip or you can contact us to process a return or exchange. Our address is Palmetto Moon Returns Dept., 2070 Sam Rittenberg Blvd., Suite A112, Charleston SC 29407.
  14. Where do I buy a Gift Card online?
    Visit our Gift Card page to purchase the desired amount! 
  15. How do I find out how much I have on my gift card?
    Click the Gift Card icon above the navigational bar where you will find a section where you can type in the 12 digit number on the back of your card, press enter to find out your current card amount.
  16. How do I use my Gift Card?
    In the checkout process you will be asked if you would like to use your Gift Card. Enter the number to process your Gift Card. The amount on your card will then automatically be subtracted from your shopping cart total.
  17. Do you offer a military discount?
    Yes we do! It is an honor to service our active duty military. We currently offer in-store only a 10% discount off all full-price merchandise with a valid, non-expired active duty military ID. Please present your ID to a store associate to receive your merchandise discount. Note: we will be offering this feature online in the near future. Check back with us for the announcement!