Special Orders
Special-order products include items specifically sourced for a customer, imported from Japan or another overseas supplier, custom-built, or manufactured to order. Special-order status and any applicable restrictions will be disclosed before purchase.
Three-Day Cancellation Period
PMD holds every order for 3 calendar days after it is placed before processing begins. The period starts when you receive your order confirmation email. Cancellation requests received during this holding period qualify for a full refund of amounts paid, including any deposit, with no cancellation fee.
To request cancellation, reply to your order confirmation email or contact us at 904.755.8360 Monday–Friday, 9am–5pm ET. Include your order number. A cancellation is effective only when we confirm it in writing.
After Processing Begins
Once a special order has been submitted to the manufacturer or supplier, or production has begun, cancellation and changes are generally unavailable.
If cancellation remains possible after the three-day holding period, PMD must confirm approval in writing. Approved customer-requested cancellations are subject to the 5% cancellation fee described in our Order Cancellation Policy, except where applicable law requires a full refund.
Deposits & Balances
Some special orders require a deposit. The deposit amount, remaining balance, payment deadline, and applicable cancellation terms will be disclosed before payment.
Any retention of a deposit following a cancellation will be governed by the terms disclosed before purchase and applicable law. A deposit is not automatically forfeited solely because an item is a special order.
Production, Import & Shipping Times
Estimated lead times will be provided based on information available from the manufacturer or supplier. Production schedules, international transportation, and customs clearance may affect those estimates.
We will communicate material delays and provide any revised shipping information and cancellation options required by applicable law.
Returns & Exchanges
Special-order products are generally not eligible for change-of-mind returns or exchanges, including requests to change a customer-selected specification after fulfillment.
If an item arrives incorrect, damaged, or potentially defective, contact PMD promptly. We will review the issue under our Returns & Exchanges Policy, applicable warranty terms, and applicable law.
Applicable Policies & Consumer Rights
This policy supplements our Order Cancellation Policy, Returns & Exchanges Policy and Terms & Conditions. Nothing in this policy excludes or limits cancellation, refund, warranty, or other rights provided by applicable law.