Shipping policy
Last updated: October 23, 2026
This policy explains how and when orders from Pace (neonpalms.shop) are shipped. If your question isn't answered here, email us at sac.neonpalms@gmail.com.
Order processing
Orders are processed within 1–3 business days (Monday to Friday, excluding U.S. federal holidays) after payment is confirmed. Orders placed on a weekend or holiday start processing on the next business day. You'll get an order confirmation email right away and a second email with tracking details when your order ships.
Shipping options and delivery times (United States)
- Free Standard Shipping: free, delivered in 5–8 business days after your order ships.
- Express Shipping: $5.97, delivered in 3–5 business days after your order ships.
Delivery times are estimates that start once your order has shipped. The total time from placing your order to delivery is the processing time plus the delivery time: for example, a Free Standard Shipping order usually arrives within 6–11 business days. Carrier delays, severe weather and peak seasons can occasionally add time.
Shipping outside the United States
We ship to the countries and regions listed at checkout. The shipping options, costs and estimated delivery times for your address are shown at checkout before you pay.
International orders may be subject to import duties, taxes and customs fees charged by the destination country. Unless they are collected at checkout, these charges are the recipient's responsibility. Customs processing can also add time to delivery.
Order tracking
When your order ships, we'll email you a tracking number. It can take 24–48 hours for the first tracking update to appear.
Orders with more than one item
Items in the same order may ship from different warehouses and arrive in separate packages on different days. Any shipping charges for your order are shown at checkout.
Shipping address
Please make sure your shipping address is complete and correct. If you spot a mistake, email us within 12 hours of placing your order and we'll do our best to update it before it ships. We can't change the address once an order has shipped.
Shipping delays
If we can't ship your order within the processing time stated above, we'll email you with a new estimated shipping date and give you the option to cancel your order for a full refund.
Lost, late or damaged packages
If your tracking hasn't updated for 7 days, or your order hasn't arrived 10 business days after the latest estimated delivery date, email us with your order number. We'll work with the carrier and, if the package is confirmed lost, send a replacement or issue a full refund.
If tracking shows your order as delivered but you can't find it, check with neighbors and around your property, then contact us within 7 days of the delivery date so we can open a claim with the carrier.
If your order arrives damaged, email us photos of the package and the item within 30 days of delivery. See our Refund policy for details.
Contact
Questions about shipping? Email sac.neonpalms@gmail.com and include your order number.