Refund policy

Exchanges on U.S. orders are free within 90 days or returns have a $5 fee per order. International orders have a $15 (CAD) return fee and are not eligible for exchanges at this time. We ask that the items be unworn and unwashed.

If you need to return a defective item, please contact us via email at help@primary.com or phone at 1-844-435-5675 and we’ll take care of you.

There are three easy ways to start a return:

1. Visit our self-service return portal
2. Email help@primary.com
3. Call 1-844-435-5675

Please have your order ID and zip code handy to speed up the process.

We'll email you with a prepaid return shipping label. Just pack up your items in the original bag or any packaging you have on hand—just make sure to remove or cover any old shipping labels. When you drop off your return, be sure to hold on to your drop-off receipt or tracking number for your records. Once we receive your return, we’ll process your refund to the original form of payment and send you a confirmation email.

We stand behind the quality of our products and want every customer to have a great experience. To protect against misuse of our return policy and ensure fairness for all customers, we reserve the right to decline returns or exchanges that appear to be fraudulent, abusive, or inconsistent with our return policy.

Examples include:

Excessive return frequency
Returning used or damaged items that don’t meet return guidelines
Discrepancies between returned and purchased items
Altering or reusing return shipping labels in any way
If your return is flagged, our team may reach out for additional information, or we may be unable to process the return.

You can initiate your own return here and print a prepaid return label. If you have a pop-up blocker enabled on your computer, please select the option to receive the label via email instead which you can then download and print.

Please allow 2-3 weeks for your refund. We will send you an email once the item(s) have been received and your refund has been processed.

What if my items are damaged or defective?

If you have a damaged or defective item, please do not initiate a self-service return. Email us at help@primary.com or call us at 1-844-435-5675 and we’ll take care of you.

What if I want to return a gift?

If you received a gift and you’d like to return it, you can now process a gift exchange or return yourself using our self-service gift return portal.

What if I want to exchange items from an order?

Our quick and easy two-step return and reorder process takes the place of an exchange policy. Just follow the steps through our self-service return portal where you can opt to exchange your return for a new color/size or a new item. We offer free standard shipping on reorders and will honor any promotions that may have been on your order with credit for the full value of the item(s).

We currently can only support exchanges for U.S. orders.

Can I return multiple orders in the same package?

Unfortunately, no, we aren't able to accept returns across multiple orders in the same package at this time. To properly process your refunds, each returned order needs to have an individual return label and be sent in separate packages.

Can I return sale items?

Yes, items on sale do qualify for returns in our 90-day return policy.