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Shipping & Returns

Carriers / Serice Areas

We ship all domestic and international orders using FedEx and USPS, depending on where you are located. Please be aware that flat-rate shipments may be delivered by either FedEx or USPS, depending on the most economical option. Shipments to APO/PO Boxes are only sent through USPS. Our shipments originate from Boise, Idaho, USA.

Service Areas

Currently, we do not provide shipping services to the countries listed below: Afghanistan, Åland Islands, Algeria, Angola, Ascension Island, Azerbaijan, Bahrain, Benin, Bhutan, Botswana, Brazil, British Indian Ocean Territory, Burkina Faso, Burundi, Cambodia, Cameroon, Cape Verde, Caribbean Netherlands, Central African Republic, Chad, China, Christmas Island, Cocos (Keeling) Islands, Comoros, Congo - Brazzaville, Congo - Kinshasa, Côte d’Ivoire, Djibouti, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, French Southern Territories, Gabon, Gambia, Ghana, Greece, Guinea, Guinea-Bissau, India (1 of 37 states), Iraq, Jordan, Kazakhstan, Kenya, Kyrgyzstan, Laos, Lebanon, Lesotho, Liberia, Libya, Macao SAR, Madagascar, Malawi, Maldives, Mali, Mauritania, Mayotte, Mongolia, Morocco, Mozambique, Myanmar (Burma), Namibia, Nepal, New Zealand (1 of 17 regions), Niger, Nigeria, Russia, Rwanda, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Africa (1 of 9 provinces), South Georgia & South Sandwich Islands, South Sudan, Spain, St. Helena, Sudan, Svalbard & Jan Mayen, Tajikistan, Tanzania, Togo, Tristan da Cunha, Tunisia, Turkmenistan, Uganda, United Kingdom, Uzbekistan, Venezuela, Western Sahara, Yemen, Zambia, Zimbabwe

Same Day Shipping / Transit Times

We take great pride in our exceptional efficiency when it comes to fulfilling orders. All orders placed before 2:00 pm MST are dispatched on the same day, ensuring speedy delivery to our customers. Rest assured, orders placed after this time will be promptly shipped out the following business day.

Please be aware that there are exceptions to this policy, particularly for our SX colored products. These specific shades are powder-coated upon order, so there may be an additional 1-2 business days needed for the coating process, as well as for inspection and packaging. We appreciate your understanding and cooperation on this matter.

Transit Times

The carrier calculates the estimated transit times at checkout according to the service type and distance, serving as an approximation rather than a definite promise. Please keep in mind that variations may occur.

Starting in May 2020, FedEx decided to halt all transit guarantees and refunds for situations where deliveries are not completed on time, known as "delivered service failures."

Delivery / Tracking

We offer customers tools and updates on the status of their orders during the fulfillment process. We have limited control over the package once it has been dispatched from our facility. You will receive a notification once the order is shipped with an estimated delivery date. If tracking information has not been updated, please check back within 12 hours. It is advisable to arrange to be available for the delivery. Orders totaling $500 USD or more will need a signature upon delivery as a security measure for high-value items.

If you cannot be present during the delivery, please make arrangements for the package to be placed in a location that is less likely to be taken by someone.

You can easily track your order by visiting our website and interacting with our chatbot. The chatbot will prompt you with a few questions to confirm the accuracy of the tracking details. Once you respond to the questions, the chatbot will furnish you with the latest tracking information.

Customs, Duties, and Taxes

Kindly be informed that if you are ordering from overseas (outside of the USA), you will need to cover any import duties and taxes that might be imposed. These charges are determined by the importing country's policies and are beyond our control. Failure to pay these fees will result in your package being returned to the sender, and your order will be subject to our delivery issues / refusals policy.

Special Circumstances

During periods of high demand, such as holidays or peak seasons, processing times and transit times may be extended beyond the normal timeframe. It is advisable to anticipate potential delays and prepare accordingly by planning ahead and allowing extra time for any necessary arrangements.

Unforeseen events such as adverse weather conditions, global incidents, technical problems, and other unexpected circumstances can cause delays in transportation. These factors are beyond our control and can impact the ability of your shipment to reach you within the estimated time shown during checkout.

At times, orders may be merged during the shipping process before being sent out. This practice is done at our discretion as it is more complex than dealing with a single order. While we will relay any requests from customers to combine orders to our fulfillment team, please note that this does not ensure that your order will be consolidated.

Delivery Issues / Refusals

Our shipments are carefully packed to withstand rough handling during transit. If you receive a damaged product, please keep all the packaging for carrier inspection. Contact our chatbot on our website to connect with customer support, who will assist you in resolving the issue and provide further instructions.

If an order is rejected or returned due to delivery issues, please be aware that specific fees will be deducted from your refund. These charges consist of a compulsory 10% restocking fee, a $20.00 Return Service fee, and the loss of any initial shipping costs. If the original shipment was sent with "Free Shipping," the real shipping expenses will be deducted from your refund.

If the delivery address provided at the time of ordering is inaccessible or the package has been delivered to a different location, please access our website and initiate a conversation with our chatbot. This will connect you with our customer support team, who will assist you in swiftly resolving the matter.

Fees / Protection / Free Shipping

Rush Fee

To speed up your order processing, we offer a convenient option called the "Rush Fee." This additional fee ensures that your order is prioritized and moved to the front of the processing queue. While selecting the "Rush Fee" does not guarantee same-day shipping, it significantly boosts the chances, especially for orders placed before 2:00 pm (MST).

Please note that the "Rush Fee" is designed to speed up processing, not shipping, based on your selected shipping method. Kindly note that Rush Fees cannot be refunded as we begin processing your order immediately upon receipt.

Navidium Shipping Protection

You can add "Shipment Protection" to your order for an extra fee, which provides insurance for your package. Navidium’s Shipment Protection ensures comprehensive coverage for any damage, theft, or loss that may occur during shipping. The cost of this protection is calculated based on the total value of your order before shipping costs are applied.

The process for claiming shipment protection is straightforward and effective. Access our website and initiate a conversation with our chatbot. This will connect you with our customer support team, who will assist you in processing your claim.

Once the claim is processed, we will create a copy of your order and send you a link to reorder. You only need to proceed to checkout to confirm the accurate shipping details. The total in the cart will be adjusted to zero to indicate that you have chosen shipment protection with no extra charges. If any item that requires replacement is out of stock, we will explore alternative options with you.

Free Shipping

We are delighted to extend complimentary shipping services to our valued customers residing within the contiguous 48 states. All orders with a minimum total value of $125.00 or higher are eligible for this exclusive benefit. Please be aware that returning items from an order with free shipping may incur additional charges. Please review our return policy for further information.

 

Product Return: Eligibility

Our Product Return Policy allows you to initiate a return within 30 days of purchasing a product from www.primochill.com. The customer is required to cover the costs associated with returning the product. To be eligible for a return, the product must be in its original new packaging and include all accessories and manuals. 

B-stock, clearance, used/open box products, and gift cards are not eligible for return. They are sold as is. Products that have a 25% or more discount fall under the category of "Clearance" items, and due to the substantial discount, returns for these products cannot be processed.

This policy is for non-warranty items; if you have a warranty claim or need assistance with your product, please contact support@primochill.com

If you think that your product meets the requirements for a return, please contact support@primochill.com

Product Return: Fees

Return costs and fees are an essential part of the process that cannot be completely avoided. Despite this, we strive to minimize them as much as possible. You will have different options during the return process, each one potentially impacting your costs in varying ways.

This gives you more control over the expenses related to managing your return. So if you have decided that a return is necessary and you meet the eligibilty requirements please contact support@primochill.com.

Fees

The return fees vary from 0% to 100%. Here are some examples of possible fees you might encounter when returning an item.

0% Returns Fees are items that are sent back in UNOPENED condition and the packaging is in new condition and you selected an "In Store" credit for your refund.

15% Fee Returns Fees are items that are sent back in UNOPENED condition and the packaging is in new condition and you requested for your refund to be issued back to your original payment method.

15% Returns Fees are items that are sent back in OPENED condition and the packaging is in new condition and you selected an "In Store" credit for your refund.

25% Fee Returns Fees are items that are sent back in OPENED condition and the packaging is in new condition and you requested for your refund to be issued back to your original payment method.

The return fees for used items begin at 50% and may escalate depending on the selected refund method. We retain the right to impose charges of up to 100% based on the return's condition.

Additional fees maybe applied to products that have been mounted, installed, had fluids pass through them, display scratches on the acrylic or metal, emit a smoke odor, have pet hair, or are generally dirty. Same applies for missing boxes, boxes and accessories.

If you order was shipped out with "free shipping", the refund you receive will be adjusted to account for the original outbound shipping cost. Please be aware that this adjustment is currently not visible in the return portal.

Product Return: Product Inspection

PrimoChill has the right to reject refund requests for any reason in compliance with applicable laws. This policy applies to incomplete items or accessories, missing hardware or parts, or damaged packaging. It also covers items misused or used in a way that violates the manufacturer’s recommendations and those damaged or lost during the return process. 

It is important to securely package the return and ensure it is protected by insurance in case of loss or damage. If the product's value (s) has decreased due to these circumstances, PrimoChill may deduct reasonable expenses from the refund amount. Consequently, customers returning such items may be subject to a higher restocking fee outlined in our Product Return: Fees.

Should the returned product(s) not comply with our Product Return: Eligibility, the customer will bear the cost of reshipment. Our customer support team will contact you to communicate these issues and furnish you with the return fee details. Kindly note that the product will be kept for 15 days before being deemed abandoned and discarded.

Every return is photographed and recorded for accurate documentation. This helps to ensure that the returned items are processed correctly and that customers receive accurate refunds or exchanges. The photographs also serve as a record in case there are any discrepancies or issues with the return.

Product Return: Status

Return processing time can range from 3 to 5 days from the date your return reaches us. Please note that this timeframe does not account for the additional 7-10 business days it may take for the funds to appear in your account. All returns, regardless of the reason for the return, are subject to our Product Return Fees.

After your return has been processed, you will receive an email notification at the email address used to create the return. If you have not received your refund within 15 business days, please contact our support team, and they will assist you in obtaining further information about your return.

Product Return: Request a Return

Once you're ready to initiate your return please contact support@primochill.com to start your return.  Make sure you understand the fees associated with returning items.

Packages without the RMA number displayed on the outside of the returning package will be set aside to be processed manually, which can severely delay your package depending on the number of RMAs in the queue.




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