FAQ

FREQUENTLY ASKED QUESTIONS

 

 

Q: How much does shipping cost to my location?

A: At Primo Supply, we offer FREE standard shipping within the USA, complete with tracking. There are no hidden fees – the prices you see on our website already include shipping costs. We aim to make things simple and transparent for you.

Shipping charges apply for international locations outside of the USA.

 

 

Q: How long does it take to receive my order from Primo Supply?

A: After you place an order, we typically process it within 1-3 business days. For standard free shipping, delivery usually takes an additional 5-10 business days through regional carriers such as USPS, UPS, FedEx, or others.

  • Business days are Monday through Friday.
  • Customers outside the USA will also receive tracking information, including details of their local carrier.

 

Q: What is Primo Supply's policy on defective or broken items?

A: If you receive a defective product, it's our responsibility, and we’ll happily replace it. We're accountable for your order until it reaches your doorstep.
Important: Primo Supply is not responsible for issues caused by sizing or dimension issues as all dimensions are clearly shown on product pages.


Q: What if I'm not satisfied with my purchase due to an issue caused by Primo Supply?

A: If there’s a problem with your order, please contact us right away. We’re committed to resolving issues, which may include providing a free exchange, replacement, or refund, depending on the situation.

 

Q: What is Primo Supply's return policy?

A: Returned items must be in their original, sellable condition, with all accessories, manuals, and packaging intact. A Return Merchandise Authorization (RMA) number must be included on the shipping label. Missing materials may result in additional charges.

  • Refunds cover the product value only, excluding shipping and handling fees.
  • Customer elected returns are subject to a 20% restocking fee, plus applicable shipping costs.
  • Shipping fees are non-refundable unless previously agreed.

You can find our complete return policy [here].

 

 

Q: Where is Primo Supply located?

A: Primo Supply is a global company with operations in Hong Kong and Seattle. We also have a worldwide fulfillment network that spans the USA, UK, Japan, and Hong Kong. We stand behind our products and guarantee timely delivery. For returns or exchanges, we offer a U.S.-based return address for your convenience.

Rest assured that every product you purchase from us is of premium quality and built to last.