Shipping and Handling
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An item from my order is missing, can I get a replacement?
Yes, although we highly recommend double checking the package we shipped. Smaller items sometimes can get stuck inside packing materials or under the cardboard flaps of boxes. Other times, small items may actually be in a bag with the order invoice. We have a strict system for pulling and shippin... -
Can I get a copy of the MSDS for (cleaner)?
Yes, simply email support with your request for an MSDS specifying which cleaner you’re needing to know about and we’ll send it to you. -
Can I get a copy of the MSDS for (coolant)?
Yes, simply email support with your request for an MSDS specifying which coolant type you’re needing to know about and we’ll send it to you. -
Not always, but we sometimes can if a new order is placed that combines the contents of the orders you want combined. Contact support prior to placing the order, as they will send you the cart for it.
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Do I have to pay for customs duties and taxes?
Yes you do. -
Do I have to pay for customs duties and taxes?
Yes you do. -
If you’re ordering from outside of the US, it is very likely that you will be responsible for import taxes and fees. We do offer duties and taxes pre-paid shipping options, but if you go without using those you will be responsible for understanding and paying the relevant duties and taxes due. Re...
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Please visit our Shipping Policy via the link below. https://www.primochill.com/policies/shipping-policy
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How do I change an item on my order?
Email our support line with the order number you need altered and we’ll try to get it on hold and send you a replacement order to submit. Once placed, we cancel and refund the old order. Please note that not all orders will be able to be altered freely, and they certainly will not be able to be a... -
How do I change colors on my order?
Email our support line with the order number you need altered and we’ll try to get it on hold and send you a replacement order to submit. Once placed, we cancel and refund the old order. Please note that not all orders will be able to be altered freely, and they certainly will not be able to be a... -
How do you handle lost or stolen packages?
We ship insured, so please report the issue to our support line so we can get you taken care of. Any details you have (such as someone being present at the time of alleged delivery or timestamped camera footage) are always appreciated. -
How long does powder coating take?
As a general rule of thumb, 1-4 business days. We try to keep that number to a minimum, with many orders leaving the same or next business day. After major promotional events, the volume of orders can result in some orders taking 2-3 days. Orders during these peak volume times that do not pass in... -
My item arrived damaged, what do I do?
Documentation is key here. If a product arrives damaged, please take photos illustrating any visible damage to the product, inner packaging (if any), outer shipping packaging, and the shipping label. Attach those in an email to us and we will start the shipping claim and replacement process for y... -
Who pays for shipping on returns?
Please visit our Returns Policy via the link below. https://www.primochill.com/policies/refund-policy -
Why hasn’t my order shipped yet?
We ship Monday through Friday, and our deadline for orders that day is generally 2pm (US Mountain Time) unless it’s particularly quiet. Latest pickups are done between 3-4pm. Items that require powder coating can take anywhere from 1-4 days to pull, coat, cure, and pack, and ship. -
Why is shipping to (country) so expensive?
Our international shipping options are almost exclusively air-based. While we try to keep shipping costs down as low as we can for everyone’s sake, putting several pounds of metals and plastics on a plane to another continent is expensive. On top of that, many countries will charge import duties ...