FAQ
PAYMENT
-
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major Credit Cards & PayPal in our store.
-
HOW SECURE IS MY PERSONAL INFORMATION?
PINNACLE PALETTE adheres to the highest industry standards to protect your personal information with the best security solutions.
Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology), which is widely used on the internet for processing payments safely.
ORDER TRACKING
-
MY TRACKING NUMBER IS NOT WORKING
Please contact us at support@PINNACLEPALETTE.com in case you need to know more about your shipment which doesn't have a tracking code and we'll do our best to get you some information about it!
You will receive your tracking number by email shortly after your order. You can then track your order using the code on our Track Order page.
To minimize any tracking errors, please copy and paste your tracking order number.
-
HOW DO I KNOW IF MY ORDER HAS BEEN SHIPPED?
When your items have been dispatched, we will send a notification email to your registered email address and to the phone number you used at checkout. The tracking number is normally available within the next few days of dispatch.
You can also check our online order tracking page.
-
THE TRACKING SITE SAYS DELIVERED BUT I HAVEN'T RECEIVED MY PACKAGE YET
Sometimes postal tracking services mark an order as delivered when it has reached your local post office, even though you have not yet received your package. In this case, please wait a few more days for your postal service to deliver the package to your home or contact your local post office as they may hold the item for you.
-
SHIPPING & DELIVERY
-
DO YOU SHIP INTERNATIONALLY?
PINNACLE PALETTE ships worldwide every day. Shipping is available for most all around the world.
-
HOW LONG DOES IT TAKE FOR MY ORDER TO SHIP OUT?
Orders, notwithstanding supply chain issues, leave the warehouse within 1-3 days of payment.
We will notify you by email when your items have been shipped.
-
MY ORDER DID NOT ARRIVE ON TIME, WHAT SHOULD I DO?
If your item does not arrive on schedule, please contact us at support@PINNACLEPALETTE.com.
-
HOW LONG DOES SHIPPING TAKE?
Typically, 1 – 7 business days.
All orders will be dispatched from our warehouse within 3 business days. In peak periods please allow for up to 6 business days for dispatch.
-
HOW IS THE PACKAGE BEING DELIVERED?
-
This depends on your location and which product you purchased. The package will be delivered to your home, mailbox, porch, or local post office with a notice left in your mailbox.
Most orders will be available for pickup from your local post office once notified.
-
HOW MUCH DO YOU CHARGE FOR SHIPPING?
Shipping depends upon the distance to the delivery location. There is a shipping calculator available on the website.
-
FROM WHERE IS MY PACKAGE BEING SHIPPED FROM?
Our warehouses are in the United States and China. 95% of orders are shipped from the United States. If you need more information about this, please contact us at support@PINNACLEPALETTE.com.
-
RETURNS & REFUNDS
-
WHAT IF I RECEIVE A DAMAGED / FAULTY PRODUCT?
If you have received a damaged or faulty product from PINNACLE PALETTE, please send a photograph or video proof of the damage and we will send you a new item right away at no additional charge.
-
AFTER PURCHASE
-
I'VE PUT THE WRONG SHIPPING ADDRESS / CHOSE THE WRONG VARIANT! CAN I CHANGE?
If this happens, please email us as soon as you discover the issue, at support@PINNACLEPALETTE.com So that we might correct the issue before shipping. If the item hasn’t been shipped we will be able to correct the address. If the item has been shipped we will review the situation and take appropriate action. Please note: we will happily provide a refund or store credit once the order is returned.
-
MY PACKAGE IS STUCK IN CUSTOMS, WHAT CAN I DO?
Customs, Postal Services, and PINNACLE PALETTE operate independently as distinct entities. Consequently, we cannot assume liability for any delays attributed to customs or local postal services, and we are not accountable for the customs services in your country. The recipient is responsible for settling customs charges and taxes, and such expenses will not be borne by PINNACLE PALETTE. For specific information regarding charges, we recommend reaching out to your local customs office.
If your order faces delays in customs, we advise contacting your country's customs department directly and requesting the release of your items.
-
CAN I CHANGE MY SHIPPING ADDRESS?
Once the order is placed, the customer’s information is promptly forwarded to the shipping department, and a shipping confirmation is generated and sent to the customer by email. If an address change is necessary, please contact us as soon as possible. In some cases, we may be able to update the address, but not after shipping. However, we will make our best efforts to assist.
It is crucial to ensure the accuracy of all provided information before submitting your order to prevent potential mail losses or other mishaps. Please be advised that we cannot be held responsible for lost or undelivered parcels for inaccurate address issues, but we will make our best efforts to rectify the situation.