Shipping policy
We offer free standard shipping on all orders, but we also offer express shipping options. Costs for express shipping will be calculated at checkout.
With standard shipping, orders are processed within 1 business day and on average, take 5-12 business days to arrive.
Orders are shipped from our warehouses in the US, Canada, UK / Europe, Australia and Asia.
If you have any questions regarding our shipping policy, please email us at support@pamly.co
Order Modifications
Any modifications to an order must be notified within 15 minutes of purchase. After the allotted time we cannot guarantee that the modifications will be processed before the order ships. Since we process a large volume of orders daily, please pay close attention during the checkout process.
Dispatched Orders
Please note that all our orders are dispatched immediately, and in some cases, after dispatch an order may be held by the shipping company until we provide them with additional customer information. This may be necessary due to shipping regulations in the customer's country.
When an order is placed, we may require further details from the customer and if they refuse to provide them, delivery will not be possible. If the customer requests a refund under these circumstances, and their order has already been dispatched to the shipping company but is currently on hold, we regretfully cannot refund the full cost of the product.
In such cases, we will deduct the shipping fees that we incurred to send the order from our warehouse. While we usually cover shipping costs for customers, if a customer refuses to provide the requested information (thus preventing delivery), they become responsible for the shipping fees at that point. These fees will be deducted from their refund.
Failed Deliveries
Please ensure that you verify the shipping address entered when placing your order. If the address is incorrect and a replacement must be sent, a replacement fee will be charged. Additionally, if your package was delivered but not picked up, a replacement fee will be levied.
Should your package be lost in transit, your situation will be escalated to the shipping company. We will await their response, as they are solely responsible for providing a replacement or refund. This is due to the fact that we do not carry out the deliveries and are not held liable for any issues caused by delivery problems. The shipping company has the authority to either reject or accept your request for a refund or replacement, depending on you order case.
In our commitment to delivering your orders effectively, we partner with reputable shipping companies. During the delivery process, we kindly request your collaboration. If a delivery attempt is made and you are unable to receive the package due to a lack of coordination with us or the shipping company, please understand that we cannot be held responsible for issuing a refund in such instances. It is crucial that you provide an accurate delivery address and ensure you are available to receive your package to facilitate a smooth delivery process.
In the event that your package requires a redelivery due to an unsuccessful initial delivery attempt, our policy does not extend to issuing refunds for these specific circumstances. We acknowledge that the redelivery process can sometimes extend beyond expected timeframes, and while we empathize with any inconvenience this may cause, our ability to intervene in redelivery cases and issue refunds is limited under these conditions. We will be required to await the result of redelivery.
In instances where you change your address and it does not process through our system, we will not be held liable for failed deliveries. No refunds will be issued in such cases.
For orders that include express or free standard shipping, we want our customers to know that Pamly covers these costs as a convenience. Please note that express shipping is quick but may not feature tracking capabilities. If your order is delayed or detained at customs, you may wish to consult your local customs office for more details.
It is important to understand that even when shipping fees are paid by the customer, Pamly subsidizes a portion of the cost. Consequently, if a package is sent back to us due to lack of commuication with the courier or unpaid customs fees or if the customer does not promptly deal with customs notifications, we will have to deduct the portion of the shipping fee that Pamly initially covered from any refund provided. In the event that the customer opts for reshipment of the order, we will request that the customer covers the full shipping cost at that point. This approach is distinct from our standard return policy and will be handled differently.
Please ensure that all details are correct when checking out and avoid using temporary addresses. We are not responsible for any delays or issues that arise from the use of incorrect or temporary addresses. We will not be held liable to issue you a refund.
Lost Packages and Transit Delays
If your package does not arrive within the expected timeframe, please wait for a window of 30 days from the date of shipment. This 30-day window is essential for us to classify a package as lost in transit. During this period, many packages held up by customs or facing other delays often get delivered. If your package has not been delivered within these 30 days, we will take the necessary action, which could include offering a replacement or issuing a refund depending on your specific order case. The shipping company will be required to review your case to determine the neccessary action.
While we understand the inconvenience this may pose, it's essential to note that customs delays, especially for products like ours, are common. If you've reached the 30-day window without receiving your package, please contact us, and we'll ensure your case is handled promptly and satisfactorily.
Customs
The customer is responsible for any duties charged by their local customs authorities. These fees can be either for receiving their order or returning it, both must be paid by the customer.