Shipping policy

At PALLAMERA, every decorative pillow is made especially for you after your order is placed. This made-to-order process allows us to create each piece with care while helping reduce unnecessary overproduction.

Order Processing

Orders typically require 1–2 business days for production before they are shipped. Processing times may be slightly longer during holidays, promotional periods, or unusually high order volumes.

Business days do not include weekends or public holidays. Once your order has shipped, you will receive a confirmation email containing your tracking information.

Estimated Delivery Times

Estimated transit times begin after production is complete:

United States: approximately 3–7 business days
Canada: approximately 7–15 business days
International destinations: delivery times vary depending on the destination, carrier, and customs processing

Delivery estimates are not guaranteed. Weather conditions, carrier disruptions, holidays, customs inspections, and other circumstances outside our control may occasionally cause delays.

Shipping Costs

Available shipping methods and their costs are displayed during checkout before payment is completed. Any free-shipping offers or promotional rates will also be shown at checkout when applicable.

Tracking Your Order

Once your order has been shipped, you will receive an email containing a tracking number and a link to follow its journey. Please allow up to 48 hours for tracking information to update after the shipping confirmation is sent.

If you have not received your tracking email, please check your spam or promotions folder before contacting us.

Orders Containing Multiple Items

When several items are ordered together, we make every effort to have them prepared and shipped together whenever possible.

However, some orders may arrive in separate packages depending on product availability, fulfillment location, carrier requirements, or production schedules. If your order is divided into multiple shipments, tracking details will be provided for each available package.

Shipping Address Accuracy

Customers are responsible for providing a complete and accurate shipping address during checkout. Please carefully review your name, street address, apartment or unit number, city, state or province, postal code, and country before submitting your order.

If you notice an error, contact us immediately at contact@pallamera.com. We will do our best to assist you, but we cannot guarantee that an address can be changed once production or shipping has begun.

Incorrect or Undeliverable Addresses

PALLAMERA is not responsible for packages that are delayed, returned, or delivered incorrectly because of an incomplete or inaccurate address supplied by the customer.

If a package is returned to the sender, additional shipping charges may apply before it can be sent again.

Delayed Packages

Carrier delays may occasionally occur after an order has left the production facility. If your tracking has not updated for several business days or your package has passed its estimated delivery window, please contact us so we can help investigate.

Please note that estimated delivery dates are provided by the carrier and may change while the package is in transit.

Lost Packages

If tracking shows no delivery and the package appears to be lost, contact us at contact@pallamera.com. We will review the tracking information and assist you with the next appropriate steps.

A package is not considered lost while it is still moving through the carrier network or experiencing a temporary delay.

Packages Marked as Delivered

If tracking shows that your package was delivered but you cannot locate it, please first:

Check around your entrance, mailbox, porch, garage, or other safe delivery locations.
Ask household members or neighbors whether they accepted the package.
Contact the shipping carrier for additional delivery details.
Allow up to 48 hours, as some carriers mark packages as delivered shortly before final delivery.

If the package still cannot be located, contact us and we will help you review the situation.

Damaged Packages or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:

Your order number
A clear description of the issue
Photographs of the product
Photographs of the packaging and shipping label when relevant

These details allow us to review the issue quickly and determine the appropriate solution.

International Orders, Customs, and Import Charges

International shipments may be subject to customs duties, import taxes, handling fees, or other charges imposed by the destination country.

These charges are not included in the product or shipping price unless explicitly stated during checkout. Any applicable customs fees or import charges are the responsibility of the recipient.

Customs processing may also extend the delivery time. PALLAMERA cannot control or predict customs delays or local import charges.

Order Changes and Cancellations

Because every PALLAMERA pillow is made to order, production may begin shortly after an order is submitted.

Contact us as soon as possible if you need to request a change or cancellation. We will do our best to assist you, but changes and cancellations cannot be guaranteed after production has started.