Shipping policy

SHIPPING POLICY

Last updated: August 3, 2026

This Shipping Policy applies to purchases made from Palace & Co. Production time and shipping transit time are separate periods. Please review this policy before placing an order.

CUSTOM AND MADE-TO-ORDER PROCESSING

Custom, personalized, modified, sized, engraved, made-to-order, and special-order jewelry generally requires up to three weeks for production before shipment.

The production period begins only after:

• All required payments or deposits have been received
• The customer has approved the final design and specifications
• Palace & Co. has received all required sizing, engraving, stone, metal, delivery, and contact information
• Any required identity, address, or payment verification has been completed

Time spent waiting for customer approval, information, measurements, selections, documents, verification, or additional payment is not included in the production estimate.

Although most custom orders are completed within three weeks, this is an estimate and not a guaranteed completion date. Complicated designs, revisions, material or gemstone sourcing, supplier availability, casting, setting, engraving, quality-control concerns, remakes, equipment issues, holidays, and circumstances beyond our reasonable control may require additional time.

If we cannot ship within the time promised when the order was accepted, we will notify the customer and request consent to a revised shipment date or provide the cancellation and refund option required by applicable law. For custom orders, amounts properly earned for completed services or otherwise nonrefundable under applicable law and our Return and Exchange Policy will be handled accordingly.

READY-TO-SHIP MERCHANDISE

Processing times for ready-to-ship merchandise will be displayed on the applicable product page, at checkout, or in the order confirmation. If no specific shipment period is provided, the order will be shipped within the period required by applicable law.

Orders requiring sizing, engraving, personalization, stone setting, alteration, verification, or other work are not considered ready-to-ship merchandise.

SHIPPING TRANSIT TIME

Shipping transit begins after production and processing are complete and the package has been accepted by the carrier.

Transit time varies depending on the destination, selected service, carrier, weather, security procedures, customs processing, holidays, and other circumstances. Delivery may require up to an additional three weeks after shipment and, in some cases, may take longer.

Therefore, a custom order may require approximately three weeks for production plus up to three additional weeks for shipping transit. These periods are estimates and do not constitute a guaranteed delivery date.

Expedited shipping shortens carrier transit time only. It does not expedite design, production, sourcing, sizing, engraving, verification, or processing unless Palace & Co. expressly agrees in writing to a separate rush service.

DELIVERY DATES AND SPECIAL OCCASIONS

Any delivery date displayed at checkout or provided by Palace & Co. is an estimate unless we expressly guarantee it in writing.

Palace & Co. does not guarantee arrival before an engagement, wedding, birthday, anniversary, holiday, trip, event, or other deadline. Customers should order sufficiently in advance.

We are not responsible for losses, expenses, missed events, or consequential damages caused by an order arriving later than the customer hoped or expected, except to the extent liability cannot legally be excluded.

SHIPPING RATES AND FEES

Shipping charges are calculated based on the destination, package value, carrier, service level, insurance, signature requirements, and other applicable factors. Available rates will be displayed at checkout or included in a custom-order invoice.

Shipping charges, expedited-service fees, insurance fees, duties, taxes, and related charges are nonrefundable after the applicable service has been used, except where required by law.

ADDRESS ACCURACY

Customers are responsible for providing a complete, secure, and accurate delivery address. Review the address carefully before submitting an order.

Contact Palace & Co. immediately if an address correction is needed. Address changes are not guaranteed after an order is placed and may require additional identity or payment verification.

Palace & Co. is not responsible for delays, failed delivery, or additional charges caused by an incomplete or incorrect address supplied by the customer.

If a package is returned because of an incorrect address, refusal, failed delivery, or failure to retrieve it, the customer may be responsible for additional shipping, insurance, handling, duties, and carrier charges before it is resent.

We may decline to ship high-value orders to freight-forwarding services, reshipping services, hotels, temporary accommodations, unsecured locations, post-office boxes, or addresses that do not match verified payment information.

INSURANCE AND SIGNATURE REQUIREMENTS

Orders may be shipped with tracking, insurance, adult-signature confirmation, identification verification, or secure carrier-facility pickup. The carrier may not leave a package unattended.

The customer is responsible for ensuring that an authorized adult is available to accept delivery. A carrier’s delivery attempt, pickup deadline, identification requirement, or signature procedure is outside Palace & Co.’s direct control.

Do not authorize a carrier to leave a high-value shipment unattended. If the customer independently waives, redirects, modifies, or releases a signature requirement, any resulting loss may affect carrier or insurance coverage to the extent permitted by law.

HIGH-VALUE ORDERS AND PROOF OF DELIVERY

Because Palace & Co. sells high-value jewelry, additional payment, identity, address, shipping, and delivery-verification procedures may apply.

We reserve the right to:

• Hold an order while payment, identity, billing, or delivery information is verified
• Request government-issued identification or other reasonable proof that the purchaser authorized the transaction
• Require the shipping address to match the verified billing or payment address
• Decline shipment to freight forwarders, reshipping services, hotels, temporary accommodations, unsecured locations, post-office boxes, or unverifiable addresses
• Cancel and refund an order that cannot be satisfactorily verified
• Require tracking, full-value insurance, adult-signature confirmation, identification at delivery, or pickup from a secure carrier facility

An order will not be left unattended when the selected carrier service requires a signature. The customer is responsible for ensuring that an authorized adult is available at the approved delivery address.

A carrier record showing delivery to the address supplied or approved by the customer—including tracking history, delivery date and time, recipient signature, delivery photograph, location information, identification verification, or carrier confirmation—will constitute evidence that the order was delivered. This does not eliminate any non-waivable legal rights or prevent a legitimate delivery claim from being investigated.

Customers may not redirect, reroute, forward, release, waive the signature requirement for, or otherwise modify delivery of a high-value shipment without Palace & Co.’s written approval.

If the customer independently authorizes a carrier to leave a shipment unattended, redirects it, changes its destination, signs a release, or arranges pickup or receipt by another person, the customer accepts the risks resulting from that instruction to the maximum extent permitted by law.

Palace & Co. may maintain fulfillment records including photographs or video of the merchandise and packaging, package weights, measurements, serial numbers, gemstone-report numbers, identifying characteristics, shipping labels, carrier acceptance records, tracking history, communications, signatures, and delivery documentation.

These records may be supplied to carriers, insurers, payment processors, financial institutions, law enforcement, or courts when reasonably necessary to investigate loss, fraud, theft, or a payment dispute.

TRACKING INFORMATION

When available, tracking information will be sent to the email address or phone number associated with the order. Tracking may take time to update after a label is created.

The creation of a shipping label does not necessarily mean the carrier has taken possession of the package. Carrier transit begins when the carrier accepts or scans the shipment.

Customers are responsible for monitoring tracking and promptly responding to delivery attempts, carrier notices, customs requests, and pickup deadlines.

DELAYS OUTSIDE OUR CONTROL

Carrier estimates are not guaranteed. Palace & Co. is not responsible for delays caused by carriers, weather, natural disasters, customs, inspections, government action, labor interruptions, transportation disruptions, incorrect addresses, customer unavailability, peak-season volume, security investigations, or other events outside our reasonable control.

Nothing in this policy limits any notice, cancellation, refund, or other right that cannot legally be waived.

LOST, STOLEN, OR MISSING PACKAGES

If tracking does not update, a package appears lost, or a delivered package cannot be located, contact Palace & Co. promptly at william@palaceandco.com.

For a package marked delivered, the customer should first:

• Check the delivery location and surrounding area
• Ask household members, neighbors, building management, reception staff, or other authorized recipients
• Review available security-camera footage
• Contact the carrier
• Notify Palace & Co. promptly

Palace & Co. may assist with a carrier or insurance investigation. The customer must reasonably cooperate and may be required to:

• Confirm the delivery address and household occupants
• Provide identification and a signed statement or affidavit of non-receipt
• Preserve and provide relevant security-camera footage
• File a carrier claim, police report, theft report, or insurance affidavit
• Respond to reasonable questions from Palace & Co., the carrier, insurer, payment provider, or law enforcement

Claims are subject to the carrier’s and insurer’s procedures, deadlines, investigations, and determinations. Palace & Co. does not guarantee that a carrier or insurer will approve a claim.

A claim that an order was not received will not automatically result in a replacement, refund, exchange, or store credit. Any resolution will depend on the available evidence, carrier and insurance findings, circumstances of delivery, and applicable law.

Palace & Co. reserves the right to challenge false, inconsistent, abusive, or fraudulent non-receipt claims and to provide relevant records to the carrier, insurer, payment provider, financial institution, law enforcement, or other appropriate authorities.

Knowingly submitting a false theft report, affidavit, insurance claim, or payment dispute may have civil or criminal consequences.

Nothing in this section limits Palace & Co.’s responsibility for an order that was not delivered, was sent to an address different from the customer-approved address because of our error, or otherwise qualifies for a remedy under applicable law.

DAMAGED SHIPMENTS

Inspect the package and merchandise promptly upon delivery. If an order arrives damaged, retain all jewelry, packaging, labels, documentation, and shipping materials and contact Palace & Co. as soon as reasonably possible.

Provide:

• Your name and order number
• Photographs of the outer package, shipping label, inner packaging, and merchandise
• A description of the damage
• Any available delivery or unboxing documentation

Do not wear, alter, repair, resize, discard, or return damaged merchandise without instructions from Palace & Co.

Failure to preserve the merchandise and packaging may affect our ability to submit a carrier or insurance claim. Any remedy remains subject to applicable law.

INCORRECT MERCHANDISE

If you receive merchandise materially different from what you ordered, contact Palace & Co. promptly. Do not wear, alter, resize, repair, or otherwise modify it while the issue is being reviewed.

If Palace & Co. confirms that the wrong merchandise was supplied, we will provide an appropriate remedy and cover authorized return-shipping costs as required by applicable law.

FAILED OR REFUSED DELIVERY

Refusing delivery, failing to retrieve a package, being unavailable to sign, or allowing a package to be returned does not automatically create a right to a refund or cancellation.

If an order is returned to Palace & Co., it will be inspected before any further action is taken. The customer may be responsible for return shipping, reshipping, insurance, handling, customs fees, duties, and other charges.

Custom, personalized, modified, made-to-order, special-order, and other final-sale merchandise remains subject to our Return and Exchange Policy even if delivery is refused or unsuccessful.

INTERNATIONAL SHIPPING

International delivery may take longer than three weeks because of customs processing, inspections, local-carrier delays, import restrictions, or other circumstances outside our control.

Unless expressly stated otherwise, the recipient is responsible for:

• Import duties, VAT, taxes, tariffs, brokerage fees, and customs charges
• Providing identification or information requested by customs or the carrier
• Confirming that the merchandise may legally be imported into the destination country
• Complying with applicable local laws and import requirements

Palace & Co. does not control customs decisions or processing times. Refusing delivery, declining to pay import charges, or failing to complete customs requirements does not automatically entitle the customer to a refund.

If an international shipment is returned, any available resolution will be determined after the merchandise is received and inspected. Shipping, insurance, customs, duties, taxes, brokerage charges, return fees, and other incurred costs may be deducted where permitted by law.

Custom, personalized, modified, and final-sale merchandise remains subject to our Return and Exchange Policy.

MULTIPLE ITEMS AND PARTIAL SHIPMENTS

Orders containing multiple items may be shipped together after every item is complete or divided into separate shipments.

Additional charges may apply if a customer requests separate or expedited shipments.

ORDER CANCELLATIONS

Submitting a cancellation request does not guarantee cancellation.

Custom, made-to-order, personalized, sized, engraved, altered, and special-order merchandise may become noncancelable and nonrefundable after design work begins, materials are ordered, or production starts.

If Palace & Co. cannot ship an order within the promised time, we will follow applicable requirements concerning delay notices, customer consent, cancellation, and refunds.

POLICY RELATIONSHIP

This Shipping Policy forms part of the Palace & Co. Terms of Service and should be read together with our Return and Exchange Policy and Privacy Policy.

Nothing in this policy excludes, restricts, or replaces any right or remedy that cannot legally be waived.

CONTACT INFORMATION

Palace & Co.
Email: william@palaceandco.com
Phone: (760) 900-8894
Address: 25034 Quebrada Ct, Moreno Valley, CA 92557, United States