Frequently asked questions about returns, refunds, and exchanges.

How do I return?

Visit our returns center
Enter your order number and email address to start
Follow the instructions and select the items you want to return
Once your request is approved, you will get a confirmation email with shipping guidelines

What items are returnable?

Within 30 days from the date of purchase
In unused and resell-able condition
In the original packaging with all the tags intact
Free of stains, odors, animal hair, and undamaged

What items are non-refundable?

The following items cannot be returned:
Gift cards
Deeply discounted & sale items including steal deals
Items purchased from our large sales (Black Friday, Spring Sale, End of Season Sale) will be marked as "final sale" and are not eligible for return.  

The item I received is damaged or incorrect!

If the purchased product is faulty or wrong, reach out to us within 7 days of the delivered date for return or exchange.

My package was marked "delivered", but I haven't received it.

Please call USPS / UPS to file a claim. Unfortunately we cannot reimburse OR re-ship orders that were misplaced or stolen from a property. Thank you for understanding.

Can the items be exchanged?

We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.

 What are the refund options?

The following refund options are supported:
Refund to the original payment method
Refund to store credit (if applicable)

How do I ship back the items?

For instructions on how to ship the returned products, refer to the email received after placing the return request.
We will refund the full cost of the merchandise and both way shipping charges if the return is a result of our error or defective product. If the product is not defective, return shipping fees will apply.

Are returns free?

We do not cover shipping expenses for items that are not defective or if the item was returned due to buyer’s remorse. No longer needed or incorrectly ordered items are subject to a $7.99 fee to cover return shipping. 

How soon will I get my refund?

Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.

My question is not addressed...

If you have any queries regarding return or refund, reach out to us. Contact us on and we will gladly assist you.

To begin your return, CLICK HERE.

Welcome to Palo Alto

Add more info or delete this text

Best Sellers