Shipping Policy:
Carriers:
We ship via USPS and Fed Ex. For international orders, we ship via Fed Ex. Air shipments will be delivered via the selected carrier on the regular business day scheduling. Unfortunately, we cannot ship out orders for specific Saturday deliveries. During peak season, carriers suspend their delivery guarantees, and delays are expected.
Same-Day Shipping:
We strive to ship out every order the same day if the order is placed by 2:00 pm MST. If not, the order will ship out the next business day. Orders with custom powder coating (SX Colors) can take up to 1-4 business days to coat, inspect and pack, so please be aware. Selecting an overnight shipping method or rush fee will not ensure that your order ships the same day and is not guaranteed.
Shipment Refusal:
If a shipped order is refused or returned undelivered, there will be a mandatory 20% restocking fee, a $20.00 Return Service Fee, and no refund on the shipping cost. Please be aware that refusal is significantly more expensive than using your own carrier and is NOT recommended.
Damaged Items:
All packages are fully insured at no additional charge.
If you receive a damaged package, you must notify us within 48 hours of receipt. Sending back damaged merchandise voids the shipping insurance and no credit will be given. Damaged packages must be held for ten days with original packaging for carrier inspection. All packaging and packing materials must be kept for this inspection.
If your package is marked delivered and not received, be sure to get in touch with support@primochill.com immediately for further assistance.
International Shipping:
For international customers, please reference this page for duties/tax information.
Returns Policy for New Products:
RMA Number:
Returns will not be accepted without an RMA number provided by support@primochill.com.
Product Return:
Products returned for credit must be received within 30 days of the invoice, and a 15% restocking fee may apply. If 30 days have passed since your purchase, unfortunately, we can’t offer you a refund or exchange.
All returned items must be in like-new condition with all related parts, including screws, manuals, etc. If you have lost, thrown away, scratched, or opened sealed boxes or bags – a higher restocking fee may apply upwards of 50%. Products with a fluid run through them are subject to these higher restocking fees.
Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded. This includes B-Stock and Used/Open Box Products.
If a customer is misleading about the defect and evidence of incorrect installation/use or tampering has occurred, the return my denied, and a higher restock fee may be assessed, or the return may be denied entirely. A qualified PrimoChill.com technician will test each returned product for defects.
PrimoChill.com will not assess a restocking fee for defective products.
Return Shipping
Customers are responsible for ALL return shipping charges on merchandise for any reason. Unless otherwise noted, shipping on products and returns is non-refundable, and returning a product comes at the customer's expense. The customer will be responsible for paying for shipping products/orders back to PrimoChill.com. For no reason, do we refund the outbound shipping cost.
Cancellations/Changes:
Once an order is placed on our e-commerce website, it cannot be canceled or changed. This is because our fully automated systems immediately start processing the order, which cannot be stopped or reversed. Therefore, we advise customers to double-check their orders before making a purchase.
Additionally, we would like to emphasize that our e-commerce website ships 98.5% of orders on the same day they are placed by 2:00 pm MST. Allowing cancellations after an order is placed would significantly slow down our shipping process and potentially affect the delivery times for other customers.
We understand that it can be frustrating to be unable to cancel an order, but we ask for your understanding in this matter. By adhering to our cancellation policy, we can ensure that our automated systems and shipping processes continue running smoothly, allowing us to provide fast and efficient service to all our customers.
We understand that sometimes mistakes can happen, and customers may accidentally order the wrong item or change their minds about a purchase. In such cases, we suggest that customers consider our return policy instead.
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