Delivery Issues & Package RefusalsFor 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.International Customs, Duties & TaxesInternational customers are responsible for all import duties and taxes charged by their country. These fees are separate from your order total and collected by the shipping carrier upon delivery.Rush Fees, Shipping Protection & Refund PolicyRush fees prioritize your order for faster processing but are non-refundable. Shipping protection through Navidium covers lost or damaged packages. Outbound shipping costs are non-refundable once a package ships.Same-Day Shipping & Transit TimesAll in-stock orders placed before 2:00 PM MST ship the same business day. Orders placed after 2:00 PM ship the next business day. Delivery times are estimates and are not guaranteed.Shipping Carriers & Service AreasPrimoChill ships via FedEx and USPS from Boise, Idaho. APO and PO Box addresses ship exclusively via USPS. Certain international countries have shipping restrictions.Shipping Delays: Holidays & Special CircumstancesDuring holidays, high demand periods, or due to weather and unforeseen events, shipping and processing times may be extended. PrimoChill is not responsible for carrier delays outside their control.Tracking Your Order & Delivery InstructionsYou'll receive a shipping notification with tracking info when your order ships. If tracking isn't updated, check back in 12 hours. Orders over $500 may require a signature at delivery.
Still Need a Hand?
Send us a message with your order number and a photo if you can. A member of the support team replies within 1–2 business days.
or email support@primochill.com