Shipping Carriers
For all domestic and international orders, we rely exclusively on FedEx and USPS as our carriers. Please note that the choice of carrier for flat-rate shipments is not exclusive to either FedEx or USPS. The selection of carrier for your shipment is determined based on the most cost-effective method. APO/PO Boxes are shipped exclusively with USPS.
Transit Times
The transit times displayed during checkout are estimated by the carrier based on the service type and distance and should not be considered a guarantee.
Effective May 2020, FedEx has suspended all transit guarantees and any form of money back for “delivered service failures” (instances where deliveries are not made on time).
Same Day Shipping
We take great pride in our ability to ship out every in-stock order on the same day, as long as it is placed before 2:00pm MST. For orders placed after this time, they will be shipped out on the following business day.
Please be aware that there are some exceptions to this policy, specifically for our SX colored products. These particular colors are custom powder-coated upon order and may necessitate an additional 1-2 business days for the coating process, as well as inspection and packing. We sincerely appreciate your understanding and cooperation in this matter.
Damaged Items
In the event that you receive a damaged package, please ensure to notify us within 48 hours of receipt by contacting our support portal at support.primochill.com or email support@primochill.com Please refrain from returning the damaged merchandise, as doing so will void any base carrier insurance and prevent us from issuing any credit. It is necessary to retain the damaged package along with its original packaging for a period of five days to facilitate carrier inspection. Kindly keep all packaging and packing materials available for this inspection process.
Shipment Refusal
In the event that a shipped order is refused or returned undelivered, please be aware that there will be certain fees and charges applied to a refund of your order. These include a mandatory 10% restocking fee, a $20.00 Return Service Fee, and the forfeiture of any outbound shipping charges. If the shipment was originally sent with “Free Shipping,” the actual cost of the outbound shipping will be deducted from your refund.
International Policy
Please note that for all international orders, import duties and taxes are applicable and are the responsibility of the recipient. Failure to pay these duties/taxes will result in your package being returned to sender and your order will be subject to the conditions outlined in our “Shipment Refusal Policy.”
Rush Fee
We offer a convenient option called the “Rush Fee” that allows you to bypass the regular order processing queue. By including the “rush fee” with your order, we will promptly prioritize it, ensuring that it is moved to the front of the line for processing. Once received, your order will be automatically printed and will be the very next one to be picked and processed.
It is important to note that selecting the “Rush Fee” option for your order does not guarantee same-day shipping. However, your chances of shipping same day are significantly increased, especially if your order is placed before 2:00pm (MST).
The purpose of the “Rush Fee” is to speed up the processing of your order. It is essential to understand that this fee does not impact the transit time of your order, as that is determined by the shipping service you choose at the time of checkout.
Rush Fees are non-refundable. Once we receive your order, we immediately kick things into high gear and start providing the service, making a refund unnecessary.
Navidium Shipping Protection
We offer the option to add “Shipment Protection” to your order for an extra fee, which serves as insurance for your package. With Navidium’s Shipment Protection, your package is fully covered in the event of damage, theft, or loss during transit. The cost of shipping protection is determined based on the total value of your order prior to adding shipping costs.
To submit a shipping protection claim, please reach out to PrimoChill through our customer support portal at support.primochill.com or email support@primochill.com The process is straightforward and hassle-free. We will provide you with a saved cart containing the exact items you purchased, and you will need to complete the checkout process to ensure that your shipping information is accurate. The value of the cart will be adjusted to zero, so there will be no charge since you have already selected shipment protection.
Return
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. Because of the substantial discount they receive, B-Stock, clearance, and used/open box products or gift cards cannot be returned.
Fees
Kindly be advised that a restocking fee of 15% will be applicable to returned products. However, if sealed boxes or bags have been lost, discarded, scratched, or opened, a higher restocking fee up to 50% will be charged. Furthermore, products that have been mounted, installed, or had any fluid pass through them will incur a restocking fee of 75%. In the event that your order was shipped using the “free shipping” option, the refund issued to you will be reduced by the equivalent amount of the outbound shipping cost.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return 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, as well as hardware, parts, or packaging that have suffered damage. 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 value of the product(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 in addition to the base fee.
If the returned product(s) fail to meet the required returns policy conditions, the customer will be responsible for the expense of having it returned to them. Our support team will contact you to inform you about these issues and provide you with the return cost. Please be aware that the product will only be held for 30 days before it is considered abandoned and disposed of.
Start Your Return
If you would like to initiate a return, please reach out to us at support@primochill.com. Once your return request is approved, you will receive an email with instructions on how and where to send your package. Please note that we cannot accept items that are returned without prior authorization.
Return Status
Upon inspection and approval of your return, you can expect an automatic refund to be issued within 10 business days. Please note that the refund amount may be reduced by restock fees and associated fees, such as shipping costs. It is important to keep in mind that additional time may be required for your bank or credit card company to process and post the refund. If it has been more than 15 business days since your return was approved, please feel free to reach out to us at support@primochill.com.
