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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.
    3. 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.
    4. When will my credit card be charged?
      Your card will be charged when your order is placed.
    5. 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. 
    6. 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.
    7. 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.
    8. 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. 
    9. 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 or replacement. 
    10. 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.
    11. 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., 1950 Hanahan Rd., North Charleston SC 29406.
    12. Where do I buy a Gift Card online?
      Visit our Gift Card page to purchase the desired amount! 
    13. How do I find out how much I have on my gift card?
      Call our Customer Service Team and they can provide an updated balance on your Palmetto Moon Gift card.
    14. 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.
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