Skip to content

Shipping policy

Ordering and shipping

HOW MUCH DO YOU CHARGE FOR SHIPPING?

We offer free standard shipping for U.S. orders $75+ (after discounts, before taxes). Otherwise, standard U.S. shipping is $9.50.
We offer free standard shipping to Canada on orders $150+ (CAD). Otherwise, standard shipping is $14 (CAD).

WHEN WILL I GET MY ORDER?

Orders placed M-F on business days by 1pm ET ship the same day, otherwise the next business day.

U.S. Shipping Options:

  • Standard - Free on U.S. orders $75+ or $9.50 flat rate. Due to high order volume, please allow 4-7 days for your order to be delivered.
  • Express arrives in 2-4 business days via FedEx or OnTrac for flat rate of $15 
  • 2-Day arrives in 2 business days via FedEx for flat rate of $25
  • Overnight Next business day via UPS - $30

International Shipping Options:

  • Standard - Free on orders of $150+ (CAD) or $14 (CAD) flat rate. Please allow 4-10 business days for your order to be processed & delivered.

For Alaska, Hawaii, U.S. territories, and international customers, standard shipping may take 5-10 business days and express shipping options are, unfortunately, not available. For APO / FPO / DPO addresses, standard shipping can take up to 35 days and express options are not currently available.

Please note that orders shipping to PO Boxes cannot be shipped via FedEx or UPS.

WHAT IF I NEED TO CHANGE MY ORDER?

We process orders quickly! To make a change to your order, please give us a call as soon as possible to cancel the order and place a new one if the order hasn't yet been processed. You can give us a call at 1-844-435-5675 during business hours or chat with us live and we are happy to get the ball rolling!

WHAT IF I SENT MY PACKAGE TO THE WRONG ADDRESS?

We are unable to offer refunds or replacements for packages delivered to the address reflected in the shipping confirmation.

Customers are responsible for ensuring their shipping address is correct at checkout. While autofill features can be helpful, we encourage you to double-check that the information entered is accurate. We are not responsible for addresses that were autofilled by Shop Pay, browsers, or mobile payment services such as ApplePay or Paypal.

If you realize the shipping address is incorrect, please contact us as soon as possible. We’re able to update addresses for orders that haven’t yet been processed. However, once an order is processed, we can no longer make changes to the shipping address.

Please note that we’re unable to contact the carrier or provide delivery instructions on your behalf.

If an order is returned to us due to an incorrect or insufficient address, we’ll refund the items returned to us. You’ll then have the option to place a new order. Please be aware that shipping costs are non-refundable.

Additionally, we’re not responsible for issues with mail forwarding that may cause your package to be returned to sender.

WHERE DO YOU SHIP TO?

We currently ship to all addresses in the U.S. and Canada. Please note that standard shipping to Alaska, Hawaii, U.S. territories and international customers may take 5-10 business days and express shipping options are, unfortunately, not available. For APO / FPO / DPO addresses, standard shipping can take up to 35 days and express options are not currently available.

WHERE DO YOU SHIP FROM?

We ship from our warehouse located in Ohio.

WHAT ARE YOUR HOURS OF OPERATION?

Our hours of business operation are Monday - Friday, 9:00 AM to 6:00 PM EST. Outside of these hours, we can still be reached via voicemail at 1-844-435-5675 or email at help@primary.com, and will get back to you on the next business day.

WHERE CAN I TRACK MY ORDER?

Once your order ships, you'll receive an email with a tracking link to track your order! If you have a Primary.com account, you can also track your order in your Order History.

WHY HAVEN'T I RECEIVED AN EMAIL REGARDING MY ORDER?

Hmmm. It's usually for one of these reasons:
  1. You may have an outdated email address on file
  2. You may have opted out of all emails from Primary
  3. You may have a spam blocker filtering email from us

Check the email address you have on file in your account and turn off any spam blockers that might be keeping our emails in the dungeon.

DO YOU SHIP INTERNATIONALLY?

We do! We currently ship to all addresses in the U.S. and Canada.

For Alaska, Hawaii, U.S. territories, and international customers, standard shipping may take 5-10 business days and express shipping options are, unfortunately, not available.

For APO / FPO / DPO addresses, standard shipping can take up to 35 days and express options are not currently available.