Delivery Issues & Package Refusals
Updated September 23, 2026For damaged packages, preserve all packaging and contact support immediately. Refused deliveries incur a 10% restocking fee, $20 return service fee, and forfeiture of original shipping. International refusals result in a 100% restocking fee.
PrimoChill carefully packs all orders to withstand transit handling, so damage is rare. If your package arrives damaged, do not discard any packaging materials — preserve everything and contact our support team through the website immediately with photos of the damage.
If a package is undeliverable because your address was inaccessible or a delivery attempt could not be completed, contact your carrier directly to arrange redelivery or pickup. PrimoChill cannot redirect or hold shipments once they've left our facility.
Refused deliveries (where you decline to accept the package at delivery) are subject to the following deductions from your refund:
- 10% restocking fee
- $20 return service fee
- Forfeiture of original outbound shipping costs
International package refusals result in a 100% restocking fee — no refund will be issued.
PrimoChill is not liable for lost or stolen packages. Shipment protection insurance is offered at checkout — if you decline it, you assume full responsibility for any loss during transit.