Where's my order! Look here first for answers to order and shipping questions

General Discussion
1

Group, before posting about an order/shipping question please read the following as it will probably shed some light on your particular question. Customer service is not on the forum but there are plenty of Moderators who will do what they can to point you in the right direction.

To contact Palmetto State Armory’s customer service department please use the following email:
customer.service@palmettostatearmory.com

1) My order says shipped but the tracking has not been updated or it says waiting for carrier.

This means your order has been boxed up and put on a UPS trailer, now we are just waiting for a UPS truck to come and pick it up.

2) I placed 1 order but I got multiple shipping notifications or only part of my order has shipped.

We ship from multiple warehouses as well as utilize a drop ship network. The rest of your order will ship but coming from multiple locations your order will probably ship at different times.

3) It has been (insert number of days here) since I placed my order, when will it ship!

Typically, you can expect your order to ship within 5 business days. Upper receivers may take up to 15 business days to ship out. Serialized items (firearms, lower receivers, etc.) may take 7-10 business days to ship out; please verify that PSA has a copy of the FFL from your dealer. During the holiday and peak seasons shipping times will vary due to the high order volume.

*NOTE due to the Washington State magazine ban these orders are being given priority to help our West Coast brothers and sisters protect their 2nd amendment rights.

4) I placed an order for an In Store Pick Up (ISPU) and it says delivered but I have not gotten the email to pick it up.

PSA retail locations process ISPU orders as fast as possible, normally this is done in batches as to not swarm their counter staff with hundreds of pickups all at one time. Please allow up to 5 business days for your order to be processed for pickup.

5) UPS/Fedex/USPS lost my order now what!

Contact our Customer Service department and let them know that your order was never delivered, they will open a claim with the carrier. Once the carrier completes the claim (15-30 business days depending on the carrier) you will be issued a refund if the carrier is in fact at fault. If the package is stolen from your property the carrier will not assume responsibility.

6) I ordered a serialized item to be shipped to a FFL and the order never shipped.

Contact our Customer Service Department as there is more than likely an error with your FFL’s information.

7) I placed an order and never received an order confirmation or a shipping notice.

More than likely you entered your email address incorrectly or our emails are being sent to your spam folder. Please contact customer service to correct your information.

8) I ordered (INSERT FIREARM HERE) that had “high capacity mags” but I live in a ban state. When my order arrived there where no magazines included.

Palmetto State Armory DOES NOT ship high-capacity magazines with firearms to the states listed in our shipping restrictions segment of our Terms and Conditions. We WILL NOT replace high capacity magazines with state compliant magazines. We DO NOT offer refunds in place of the magazines.

3

I ordered a AkV on presidents day 2/21 it has said order us pending for weeks now? Is this normal time frame or should i make a call?

4

You are just now at 14 business days. As the above post says, right now you are still in the window of ship times.

You may want to call, it could be an ffl issue.

5

Thanks for reply. I’ll give it a few days. I’m sure they are crazy busy. So excited for it to get here ha.

6

Meanwhile, sitting here pressing the refresh button every 30 seconds on my orders page, trying to force it to ship :joy::joy:

7

My order has been processing for a month today :frowning: I just got my cpl and I was hoping I would have my hellcat by now. I feel like they’re out of stock or something but they still have the exact package for sale online right now which is really frustrating.

8

@beer51 did you have it shipped to a psa store? Also, @sean.psa , @Josiah_PSA or @Anthony_PSA might can help you out.

9

@GuitarGuy I had it shipped to my local FFL who PSA already had on file. I just checked today and they cancelled my order without me asking. Now I feel like the real jackass, I sat here for a month waiting for something that was never coming.

10

Did they give you a reason for canceling?

11

@Beer51 PM Sent. Let me get into the office tomorrow and I will get you squared away.

12

I called the customer service department. They were really nice, but after looking everything over they told me they had no idea why my order was cancelled. They said if I wanted to re-order I can but at this point I’m a little more hesitant.

13

I placed my 2nd order on the website to be shipped to a PSA store in Greenville on 5/2. On 5/4 I noticed the status of the order online moved to shipped but I never received any confirmations or tracking number. I get 2 daily emails about the deal of the day but have not received the shipping info nor the pickup email and it is now 5/23. My 1st order I placed on a Monday and received the pickup email either that Thursday or Friday. I understand that the first order was a handgun and this one is a rifle so it may take up to 15 business days, but it says shipped 3 weeks ago. Customer service only tells me what I see on the site and the last time I spoke to the store they just said they didn’t have it and to call customer service. Is there any where else for me to find any info?

14

No tracking meant it went via a PSA owned truck. Go to the store, i bet you item is there. @sean.psa might can verify for you.

15

I Order My Rifle On The 10th Of May. Site Says Been Shipped, But No tracking Number.
This Is My First Order With Them. If You Call The Store They Just Just Say We Call You When Its Comes. How Do I Know Its Coming With No Tracking Number?

16

Give it a day or two after it says shipped to be checked in and them to contact you. If they don’t, @sean.psa can help you out. No tracking means it went on PSA’s truck straight to the store and not via UPS/Fedex, which means you will get it.

17

Its Been About 5 Days Since It Said Shipped. Why Would They Let It Set Around For Two Or Three Days Before They Call You?

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18

Because the volume of business they do takes more time.

19

@TheRogue Depending on the store they may get 1 or 2 shipments of ISPUs (In Store Pick Ups) weekly. Those usually contain approximately 1-2 hundred firearms on an average day. Those must be checked into inventory then logged into the FFL system. That process can take about a day or so. Then in order to not overwhelm the gun counter, pickup notifications go out in waves over the course of the next few days. As much as they would love to get them all out the door asap, having everyone show up after work at the same time just wouldn’t work. @GuitarGuy has it right. Give them a few days then feel free to call or swing by. If you are looking to expedite the process get there before 4 on a weekday and avoid lunch hours. Hope this helps!

20

Their Employees Must Be Over Worked And Under Paid

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