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.
Cancellations/Changes:
Once an order is placed on our e-commerce website, it cannot be canceled/changed or held. 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.