Policies & Information

Ordering - No Order Minimum see Shipments / Delivery for details

Phone orders available via a live customer service rep toll free: 1-800-759-4931 (dial 2 at prompt)
Customer service and office hours M-F 8:30am - 5:00pm Central Time
24 hours a day
  • via email: orders
  • via the Palko website: www.palkoservices.com
  • via Fax: 1-888-759-1199
When ordering please provide the item # first and then the quantity.
Special orders are offered as a service and must be pre-paid at the time of the order.

Fast Order Processing

Orders placed before noon Central Time will be shipped the following business day. In our effort to provide you the fastest possible service, we enter your order immediately when placed. Sometimes, our customers will call us again in a few minutes to add on to their order. We appreciate the addition, but if your order has already been released to the warehouse, we are unable to add your order. So, if you think that you might call with an addition, please ask us to hold your order until you call again. Otherwise, if we have already processed your order, your addition will become a new order, and must also be net $250.00 to qualify for free shipping. Show Orders: Do not qualify for our typically fast order processing.

Shipments / Delivery

FREE SHIPPING VIA FEDEX on shipped orders over $250.00 in the continental US [Net shipped items must total over $250.00 to qualify for free shipping and must be shipped in the contiguous 48 states]. Orders under $250.00 net; $15.00 shipping charge will apply (Continental US). Hawaii, Alaska and International shipping has varying rates - please ask your sales rep. If it is determined that your store lies in a Fedex designated residential area area we must add a residential delivery fee of $5.00 per box. In order to keep our minimum low, we must be able to ship using the most cost-effective method. Therefore, Palko will pay for normal truck deliveries on pallet-sized orders. Any additional services requested will be the customer's responsibility and must be specified at the time of order. Examples: Lift-gate, Off-load, In-store delivery, phone first, etc. Effective January 1st, 2024 the fees are as follows: Residential Box Fee $5.00; Required Signature Fee $5.00; Appointment/Notification Fee $50.00; Lift-Gate Fee $82.00; Inside Pallet Fee $100.00; Residential Pallet Fee $152.00; Holding CD/Ship-In-Ship-Out Order Fee $60 per pallet, with an extra $10 per day being held. Refused shipments will be charged full shipping fees plus handling. Retailers may designate a carrier other than FedEx for a $12.00 fee.

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Orders shipped to consumers at retailer's request do not qualify for free shipping - a $20.00 charge plus actual shipping will apply. Please ask about our fulfillment program if you have interest in having Palko ship to your customers to avoid this fee.

Export/International

Palko Services does support sales to international customers within these guidelines. International sales must follow any known export agreements in place with our brands. Palko Services will ship to a designated freight forwarder. Once the product leaves our shipping dock it is owned by the customer. Customer is designated as the shipper of record and fully responsible as the exporter of those goods. Palko Services does not ship internationally nor do we complete any customs documentation.

Guaranteed Sale Policy

Any first-time order of a product purchased from Palko that does not sell will be approved for return, less any free or discounted amounts. Reordered products do not qualify for this credit. A credit memo will be issued upon receipt of returned product. We will not accept products kept longer than 90 days. After 90 days guarantee becomes null and void. Guarantee does not apply to food items, closeout/discontinued products, hot fad items ordered in larger than a single case quantity, special ordered products and any free-fill products. - See also "Returns" Policy

Extreme Weather

There may be times when the weather might delay a product from being shipped. In freezing temperatures, 10 degrees or below, we prefer to not ship liquids 4oz or larger. Silver is not shipped when the temperature is at freezing. In the summer months we do not ship items that are prone to melting in extreme hot temperatures. This is also true for all items that any manufacturer specifies as part of their GMPs. When confirming your order you have 2 options if there is an extreme temperature issue with a particular product: Palko can hold the entire order or just the determined products until the weather becomes less extreme; or you do have the choice to take responsibility for the entire contents of the order and over-ride our recommendation not to ship products. This over-ride authorization must be verified with each order. By taking responsibility you accept all risk associated with “damaged-in-shipping” products including those that are not freezable or melt-able.

Eligibility

All Palko customers must be a Natural Products Retailer and supply Palko with a copy of your Resale License / Merchant Certificate with Federal Tax ID number. All Palko customers must also have a signed customer form on file and go through our onboarding process before any products can be shipped to your store.

Terms

New customers will be shipped ACH, Credit Card or Prepay. Credit Card orders will incur a $3.00 administrative fee. Credit Cards are only accepted at the time of the original order. If a Credit Card is used to pay an outstanding balance, an additional 3% fee will be applied. Net10 terms can be extended to accounts upon completion and approval of credit application. There are no fees for ACH payments. Palko accepts Visa, MasterCard and Discover credit cards.

Palko Terms Options

  • ACH - No Additional Fees
  • Net 10 Days - No Additional Fees (if paid within terms) with approved credit application
  • Visa, Mastercard & Discover ($3.00 administrative fee)

International Terms

International customers payment terms are wire transfer only. All funds are due at the time an international customer orders.

NSF Checks / Overdue Accounts / Finance Charges

All NSF checks received will incur a $25.00 fee. It is very likely the account could lose their terms and be put on a credit card status until a new credit history is established. No orders will be shipped to overdue accounts until they are paid in full or a payment plan has been approved by our credit department. Effective January 1st, 2024, Overdue accounts will be charged a finance charge of 3% per month, but not in excess of legal minimum. Overdue accounts do not qualify for specials or discounts. Volume discount customers must pay within terms to keep volume discounts.

Out-of-Stocks

Products ordered on sale and not in inventory at the time of order, will be reserved for you at the sale price for 45 days only if the manufacturer honors the discount/pricing. Orders containing quantities under 3 units per item will be deleted and must be reordered. We do not automatically ship out-of-stocks. Orders must meet the free shipping minimum ($250.00 net) to avoid shipping charges. All orders are subject to our normal shipping and C.O.D. fees. Out-of-stock orders over 45 days will be automatically deleted. Please call customer service or your sales rep for status.

Discontinued/Overstock/Last Chance

Occasions arise when Palko Services offers larger than usual discounts. These discounts are typically offered while quantities remain and are shipped on a first ordered, first served basis. We will not guarantee quantities on hand, discounts beyond the inventory we have in-stock and will not reserve backorders when we are out-of-stock. These products also do not qualify under our guaranteed sale guidelines. All prices and discounts subject to change without notice.

Special Orders

Palko does offer special ordering of products we do not carry from brands that are offered in our catalog. Special order items must be pre-paid. Special order items must be in case quantities. Special order items do not qualify for discounts. Special order items are non-returnable and non-cancellable. Special order items are shipped at no additional shipping charge when originally ordered on an order that meets the minimum for free shipping.

Product Dating

We work with all of our manufacturers to have the best possible dating. All supplements will have a minimum of 3 months dating (unless short -dated sale is in effect). Typically, we try not to send supplements with less than 1 year dating. Food items will have a minimum of 30 days dating. No product should leave the Palko warehouse with less than 30 days dating even if on short-dated sale (unless otherwise noted).

Prices / Catalog Errors

We are not responsible for typographical errors in this price list. Prices and discounts are subject to change without notice. Prices can be confirmed on all phone orders at the time of ordering. Electronic, website, turn-over, and faxed order totals are also confirmed prior to shipping. BOGO’s and Twin Packs are not eligible for linedrive discounts.

Please note: Often price changes are made between catalog printing and retailer orders. The pricing in the computer will be the correct price at the time of ordering.

MAP Policy Support

MAP is an acronym for Minimum Advertised Pricing. Palko does honor the wishes of all MAP policies from every brand we distribute. Please understand these manufacturer MAP policies are not PALKO policies. These agreements are designed by the manufacturer to protect fair retail margins for every retailer, as well as keep the value of the products consistent throughout all retail channels.

Brand Restrictions of Any Kind

In the event of brand restrictions or brand gating, (whether it is implemented by the brand or by an online platform) Palko will continue to honor our current return policy and accept a MAXIMUM of 12 units per item, providing the items are returned to us in their original condition. If the inventory you wish to return is in excess of 12 units, you will need to contact the brand directly. If necessary, Palko will provide you with contact information for the brand. However, Palko will not facilitate or coordinate any returns with the brands under any circumstances. Consequently, any payment for products returned directly to the manufacturer will come from the manufacturer and will not be paid by Palko.

Compliance With California's Safe Drinking Water Act

Palko Services makes no representations or warranties with regard to, and is not responsible for, compliance with California’s Safe Drinking Water and Toxic Enforcement Act of 1986 (“Proposition 65”), codified at California Health & Safety Code § 25249.5 et seq. In NO event shall Palko Services be liable to any third party for any loss resulting from or in connection with any claim under or pursuant to Proposition 65, nor any loss of use, revenue or profit or loss of data or diminution in value, or for any consequential, indirect, incidental, special, exemplary, or punitive damages whether arising out of breach of contract, tort (including negligence) or otherwise, regardless of whether such damages were foreseeable and whether or not Palko Services has been advised of the possibility of such damages, and notwithstanding the failure of any agreed or other remedy of its essential purpose.

Returns

All returns require prior authorization from Palko Services. Return authorizations and Palko supplied shipping labels are valid for 45 days. Only those products authorized for return will be considered for credit. Any return authorization received is not an automatic guarantee of credit. Any products not eligible for credit will be destroyed by Palko Services. Items must be received in resalable condition. The following information must be provided to obtain this authorization:

  • Date of Purchase
  • Invoice Number
  • UPC Code
  • Product Description
  • Product Expire Date
  • Product Lot Code
  • Exact reason for return

Palko Services does not accept returns for reasons of:

  • Nutritional Bars
  • Store Inventory Overstocked or Store Closing
  • Special Ordered Items
  • Drop Shipments
  • Ship-In and Ship-Out orders
  • Exceptionally large orders (Maximum of 12 units per SKU are eligible for return)
  • Fad items that did not sell as expected
  • Seasonal Items (Suncare, Bug Spray, Gift Sets, etc.)
  • Items bought from Palko as part of an over-stock sale or closeout sale
  • Discontinued Items
  • First time purchased products kept longer than 90 days

Restocking fee is 25%. Customer is responsible for returning merchandise in resalable condition. Full credit cannot be given for merchandise that has been defaced, marked, stamped or priced in any way. All price tags and glue residue must be removed prior to return. An additional 25% restocking fee will be incurred if we remove any price tags or glue residue. Any items that are sold as a boxed unit must be returned as a full unit in resalable condition; no split boxes of drinks, packets, displays, items sold in case quantities only, etc will be accepted. If a partial unit is received by Palko, credit will not be given. All items must be properly boxed to arrive safely at Palko Services -
4991 W. US HIGHWAY 20, MICHIGAN CITY, IN 46360 - ATTN: CLAIMS.
You must include your store name, phone number, list of items being returned for credit and reference your Return Authorization #. Credit card returns will incur an additional 2.5% fee.

Consumer Returns

Retailer must supply a valid reason for consumer returns as well as the lot code and expiration date. Consumer returns are eligible for credit or replacement by Palko Services only if they are not expired.

Adverse Event Reporting

Retailer must contact manufacturer to report all adverse events. Palko Services is happy to give credit once manufacturer has approved the adverse event credit. The lot code and expiration date are still necessary for adverse event credits. Adverse event credits are only eligible for credit by Palko Services if they are not expired.

Damage Claims

If a product is damaged in shipping you must keep the box(es) and packing material you received the product in so the shipper can come to your store and inspect the original packaging. It is absolutely necessary that you keep the original packaging in order to receive credit. Any claim of damaged or missing products must be requested within ten business days of receipt. Please inform your employees who might handle incoming packages of this necessity. To expedite your claims process, please provide digital photos of the damaged items and shipping box/es. There are times when our carriers re-pack and deliver boxes to your store that might not contain all its original contents. This happens when the package is roughly handled and the carrier damages the original box. We ask that you inspect your box to see if there is a Palko stamp across the shipping label and onto the box if there are damages to report. This allows us to dispute the damage with the carrier. Below is an example of what our shipping label looks like with stamp in place.

Shortage/Mis-picked Claims

All shortage claims and mis-picked items must be reported within 10 business days of receipt of delivery. Shortage and mis-picked claims are subject to review by Inventory Control. Mis-picked items must be returned to Palko via a return shipping label at our expense.

Mis-ordered Items

Customer is responsible for costs incurred for returning mis-ordered items.

Mis-ordered items are subject to the same 25% restocking fee as all returns outlined previously on this page. At your request, Palko Services can offer you a return shipping label for a $15 fee which would be deducted from your refund amount. Heavy to ship items may incur a higher return shipping label fee.

Freight/Pallet Shipments

All shortage, mis-pick and damaged claims must be reported within 20 business days. All pallets that leave Palko Services are wrapped in black as photographed below. If your pallet is not wrapped in this fashion or if you see visible damages, please notate it on the Bill of Lading. To expedite your claims process, please provide digital photos of the damaged items and shipping boxes/pallet.

Manufacturer Defects

Credits will be issued for items unsaleable due to manufacturer’s defects. Examples include: no safety seal, no label or mislabeled product, moldy product, etc. We may request proof of manufacturer defect to supply to the manufacturer. Some brands request the actual product if there is an obvious defect. The return of this product to the manufacturer is at the brand’s expense and must be sent directly to their facility. Palko will assist in all manufacturer recalls.

Questions for the Claims Department

Any additional questions please contact the Claims department at: [email protected] or 1-800-759-4931 ext. 306


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