Shipping policy

Order processing

Once your order is placed, it's forwarded to our shipping team for processing. Orders typically dispatch within 1–3 business days. Orders placed on weekends or holidays will be processed on the next business day.

Carriers

We partner with a range of trusted carriers depending on your destination, including USPS, FedEx, DHL, UPS, Yunexpress, Aramex, and local couriers in your area. The right carrier is chosen based on your address to balance speed, reliability, and cost.

Delivery timeframes

Estimated delivery windows for standard shipping (after dispatch):

  • United States: 4–9 business days

  • Canada & Mexico: 6–12 business days

  • Europe & United Kingdom: 6–14 business days

  • Australia: 8–14 business days

  • New Zealand: 8–14 business days

  • Rest of world: contact us for an estimate

Please note that delays may occur due to customs clearance, public holidays, severe weather, or carrier-related issues outside our control.

Shipping cost

Shipping cost is calculated at checkout based on your destination and is shown before you pay. Free shipping is available on qualifying orders within the United States — see the cart for current eligibility.

Tracking your order

You'll receive an automatic email with your tracking number as soon as your order ships. Please allow up to 48 hours for the tracking information to become active in the carrier's system. If your tracking hasn't appeared after 2 days, email support@primo-goods.com with your name and order number and we'll look into it.

Address changes

If you need to change your shipping address, contact us as soon as possible at support@primo-goods.com. We can usually update the address only before your order has been dispatched. Once a parcel is in the carrier's network, the address can no longer be changed.

Lost or damaged in transit

If a parcel is damaged when it arrives, take a photo before opening it (if possible) and email us right away. If your tracking shows the parcel as lost in transit, contact us within 1 week of the last tracking update — we'll work with the carrier to resolve it and either issue a refund or send a replacement.

International orders

International customers are responsible for any import duties, taxes, or customs fees levied by their destination country. These fees are not included in the price at checkout and are payable to the carrier or local authorities on delivery.

Need help?

Email: support@primo-goods.com, Monday–Friday, 9:00–17:00 EST.