Please check if this questions answer your doubts and if none of them works for you, feel free to contact us at firstname.lastname@example.org.
HOW DO I CHANGE OR CANCEL MY ORDER?
We know how important your order is, so we aim to fulfill orders as quickly as possible! If you email us within 24 hours of placing your order, we can process a modification or cancellation. After 24 hours you will have to wait to receive the product and make the return.
MY ORDER WAS CONFIRMED, BUT I JUST GOT AN EMAIL THAT STATES I RECEIVED A REFUND. WHAT DOES THIS MEAN?
One or more of your items may have sold out since your order was processed. But don’t worry! The rest of your order is on its way and you have been refunded for the cost of the out of stock item(s) minus any applicable discount codes used on the order.
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, Discover, American Express, PayPal, Amazon Pay, and store credit via Primegan E-Gift Cards.
I PLACED AN ORDER, BUT NEVER RECEIVED A CONFIRMATION EMAIL.
If you do not receive an email from Primegan within a few hours of placing your order, be sure to check your personal Spam folder. Alternatively, the email address on file might be spelled incorrectly.
To check your orders, log into your Primegan account and select the “My Orders” option to review your order history.
If you are still unable to locate the confirmation email for your order, please contact our Customer Care team by emailing email@example.com
WHAT COUNTRIES DO YOU SHIP TO?
We are happily shipping worldwide! :)
8 - 20 Business Days
*Some variability may cause the shipment to take as long as 30+ business days depending on the location of shipment, security, customs and processing.
WHERE IS MY ORDER / WHEN DO I RECEIVE MY TRACKING NUMBER?
When your order is placed, you will receive an automatic confirmation email. Your order will process, and when it's ready to leave our Distribution Center you will receive a second email with tracking information for your shipment.
WHY HAVE I RECEIVED ONLY ONE ITEM FROM THE TOTAL OF MY ORDER?
To better serve our customers we ship from multiple fulfillment centres around the world. If your order contains items that are not together, you will receive the rest of your order in a difference package from one of our international warehouses.
MY TRACKING NUMBER DOES NOT WORK, WHAT DO I DO?
If your tracking number does not work, wait 48h and check it again. If it is still not updated, please contact us at firstname.lastname@example.org
WHY IS MY PACKAGE LISTED AS DELIVERED AND I HAVE NOT RECEIVED IT?
Many times the order will be held in your nearest post office. Generally the information appears in the status of your tracking number. Please contact the postal office and give them the following information: Tracking ID - Full Name - Address.
WILL I HAVE TO PAY CUSTOMS?
In 98% of cases you will not have to pay customs, however, this depends on the legislation of each country. If you do get charged additionally for customs, please send us the receipt to email@example.com and you will be fully compensated.
I HAVE REQUESTED A REFUND AND HAVE NOT YET RECEIVED IT.
Refunds may take between 7 - 14 business days to be reflected in the customer's bank account. Mostly it depends on the bank issuing the card and the type of card.
CAN I RECEIVE MY REFUND IN A DIFFERENT ACCOUNT?
We are not allowed to refund payments using a different method than the one originally used.
Refunds can only be sent back to the original payment method used for the purchase. It's not possible to send a refund to a different payment method (e.g., another card or bank account.
If a card has legitimately been closed, you can still perform a refund. Contact your bank or card issuer to arrange the funds to be retrieved.
CHANGES AND RETURNS
WHERE DO I SEND MY RETURNS?
The customer support will contact you to provide the address to which the product should be returned. The product must be sent through a postal system that allows tracking, tracking number must be provided to customer support to follow up. Once customer support has received the item, we'll be able to make the a refund or delivery of a new product.
DO I HAVE TO PAY FOR THE RETURN?
We will be responsible for shipping costs and product refunds for those products that meet the following conditions:
Products with manufacturing defects that make it impossible to use
That the product received is totally different from the order.
The buyer is responsible for shipping costs, if:
The product does not meet customer expectations.
Customer simply want a change for another product or return it.
We are happy to collaborate with anyone who shares our vision of bringing excitement back into the home! If you are interested in working with us, please send an email to our team at firstname.lastname@example.org. :)