CUSTOMER SERVICE & RETURNS
Shipping & Delivery
We ship anywhere in the United States. Please note that shipment of goods to United States states or territories outside of the continental mainland such as Alaska, Hawaii and Puerto Rico usually incur additional shipping charges above what is quoted in the checkout process. In most cases, we cannot ship the type of items we sell to DPO addresses or PO Boxes. We will contact you with the up charges prior to charging your credit card and processing your order.
Transit Time -
Please check the availability listing associated with each item. The timeframe provided on the product page indicates the processing time before an item ships out. We make every attempt to ship things quickly. Most of our products ship insured via FedEx, UPS, or USPS ground with a transit time of 20-25 business days. It's very difficult to make holiday shipping guarantees as the vendors accept and ship out the orders in the order in which they are received. In the weeks before the holidays there can be warehouse backups, especially with toy orders. Please notify us if your purchase is a gift or for a special occasion so that we can accommodate your delivery needs. If you are curious if an item will arrive to you in time, please email us at palmbeachvintagefl@gmail.com and we can provide you with more specific information on delivery, or provide you with an expedited shipping rate. Occasionally, items are backordered.
International Shipping: We have ceased shipping directly to customers abroad but we will ship to any reputable freight forwarding service in the United States.
Refused Packages:
Occasionally customers may refuse a package, without our knowledge or consent. Shipping charges to and from as well as restocking fees still apply. All refused packages go back to the vendor or to us and we reserve the right to keep payment active.
Shipping Address Changes
Once an order has been placed, the shipping address provided on the order is where we will have your items delivered. Whether an order is placed online or over the phone, it is the customer's responsibility to check their order confirmation email for any errors or typos that may have been made. If you need to update your shipping address for any reason once your order has been placed, a request must be made in writing to us immediately. A member of our team will confirm with you via email once the update has been made. If an order has already been shipped, there are fees associated with changing the delivery address. If you need to update your delivery address and your order is already in transit, please contact us as soon as possible and a member of our team will assist you in re-routing your package. If you attempt to update or change the delivery address for a shipment directly with the carrier and you fail to notify Palm Beach Vintage, you will be charged any fees to the payment method used on your order.
Privacy & Security
We do not share customer data or sell lists to 3rd party companies. Our website is secured with SSL encryption. If you wish to unsubscribe to our mailing list you can do that at the bottom of all emails. This is the best way to receive coupon codes!
Returns & Replacements
We unfortunately don't offer returns or replacements, as many of our items are vintage or custom made.
Damaged Merchandise:
All merchandise is inspected and sent damage-free to your home with insurance via UPS or USPS. If an item arrives damaged, it is the customer's responsibility to notify the carrier and Palm Beach Vintage immediately and within 48 hours of receipt. YOU CAN REFUSE DELIVERY WITH THE DELIVERY COMPANY IF THE ITEM ARRIVES DAMAGED. WE RECOMMEND DOING THIS AS IT OFTEN TAKES TIME TRYING TO GET THE SHIPPING COMPANY BACK TO PICK UP DAMAGED MERCHANDISE IF YOU DO NOT
We cannot send replacement merchandise or issue any sort of store credit/refund until the claim is made with the shipper and the item is picked up by the carrier for inspection. Be sure to keep your purchase in the original packaging so that it can be repackaged and picked up by the shipper for inspection and insurance evaluation. Once we receive notification from the shipper that an evaluation has been performed, we will immediately replace the merchandise (provided a replacement is available) or issue a full refund. If you allow too many days to pass, UPS or FedEx won't allow for a damage claim and that will be the customer's responsibility. If for any reason a customer does not allow the carrier to pick up the damaged merchandise, this will prevent a claim from being processed and this customer is not eligible for replacement merchandise or store credit. This also applies to customers who do not respond to carrier phone calls in a timely manner to allow damaged merchandise to be picked up. If the carrier makes three attempts to inspect the merchandise and the customer does not comply, we cannot issue a refund or be held responsible. If merchandise is damaged within a customer's home after the item was delivered, the shipper and Palm Beach Vintage cannot be held responsible. Please do not "refuse shipment" of an item that you believe to be damaged without taking some photos - snap some photos with your phone camera and send them immediately to us via email and notify us if you have refused shipment, and be sure to note on the carrier's paperwork that you have refused delivery because of damage. Be sure the delivery agent sees the damage and keep a copy of the signed receipt. If you are ordering pairs of chairs, or sets of chairs or furniture pieces and one item arrives damaged, we will replace that item, not provide a whole new set.
When Do I Get My Refund? Please note that items must be returned and inspected by either our team or our vendors once received. Please note that there is processing time involved to log these returns. A refund back to your credit card can take up to three weeks. Please know this if you are planning a return.
Product Listings: We strive to provide the most accurate product information and photography for our customers. However, colors and finishes often range from piece to piece due to the handmade nature of an item, variation in dye lots, etc. Our customer service team is here to help and happy to provide samples upon request when they are available. Oftentimes we are even able to get in-person photographs of a product for customer approval prior to shipment. Please note that any return requests made for any reason other than an item being damaged or defective, which is determined by the manufacturer, fall under the category of "buyer's remorse" and the customer will be responsible for any restocking fees and shipping costs that apply to their item. Additionally, any item listed as final sale or custom made to order will not be eligible for return unless damaged or defective as determined by the manufacturer. Please see above for our full return policy.
Please be sure that you have read and understand our return policy prior to placing your order. Call or email us with questions. Your satisfaction is very important to us!
Ordering
Ordering can be done through our website. Ordering via email is difficult unless you are comfortable sending your credit card information via email. We suggest through our secure, encrypted website. We work with over 200 vendors who ship merchandise to our customers.
Viewing Orders:
You will receive a receipt once you place your orders. You can also log in and see your order history. Please check your SPAM or BULK MAIL folder if you are having trouble locating your receipt.
Checking the Status of an Order
If you do not see a tracking number entered when you login to check your order status, please email us with your name and order number for an update on you shipping. We prefer to receive order status requests via email so that we can do the necessary tracking due diligence and get back to you promptly.
Order Cancellation: We can review an order cancellation within 24 business hours of order placement. Anything beyond that (once the order is in process) is handled as a return. This includes items that have just been shipped, once they are in transit or on a truck we cannot recall them and it is then handled as a return. You can refer to our Return Policy section on guidelines for returning items. You are responsible for the cost of shipping the item back to us and will process it as a return for a refund or store credit. **Please do not cancel an order because you later found the item for cheaper elsewhere as we can consider a price match, email us to request this**
Items that are being handmade or custom made to order can usually be cancelled within 24-48 hours of order receipt, only if work has not started on your item.
ALL order cancellations must be made in writing to Customer Service. This way we have a record of when the order was cancelled. Feel free to call as well.
Payment, Pricing, Promotions/Sales/Coupons
Credit Cards Accepted: We accept Visa, MasterCard, Discover, American Express, PayPal, e-Check. Orders are charged once we receive your order.
*Price Match
If you see a better price at one of our competitors, but you would prefer to order through us, feel free to email us with the price advertised and we can see if we can price match. You must include a link to the competitor's page. This can never be done retroactively after an order has been received by the customer.
Updating Account Information
Please contact us anytime to update your account information or shipping address for an order that is pending. If you will be away, please notify us and we will attempt to have UPS or FedEx deliver during a time when you will be present to accept your packages.