We’ll help you get a clear answer - quickly and respectfully.
- Replies within 24 hours
- 30-day returns
- 1-year warranty
Ways to reach us
Do not return products to this address. Please contact customer support for return instructions.
Phone
+1 859 659 1038
Hours of operation: Monday - Friday: 8:00am - 5:30pm CST
Address
Primalon is operated by PRIMALON LTD, registered in England and Wales under company number 16952109.
Registered office: 13 Chestnut Drive, Cotgrave, Nottingham, England, NG12 3TZ, United Kingdom.
US mailing address: 17595 Harvard Avenue, Suite C – 10211, Irvine, CA 92614, United States. This is a mailing address only and is not the registered office or return address
Before you submit
Where’s my order / tracking?
Once your order ships, you’ll receive a tracking email. If you can’t find it, message us with your order number and we’ll help.
How do returns work?
We accept return requests within 30 days of delivery. Returns must be unused, undamaged, and in original packaging. Return shipping is covered by Primalon. (No restocking fees.)
How long should I use the mat?
For first-time users, start gently (Level 1) and work up as your comfort grows. Many people begin with 10–20 minutes, a few times per week.
Warranty basics
We offer a 1-year warranty. If something isn’t working as intended, send your order number and a quick photo/video so we can resolve it faster.
How do I clean it?
Power off first. Wipe with a soft cloth and a gentle cleaner (avoid harsh chemicals). Ensure it’s fully dry before use.
What happens next
A simple process - so you’re never left guessing.
You send your message
Choose a topic and share details (order number helps).
We reply with clear next steps
Troubleshooting, return steps, or shipping updates.
If needed
we guide troubleshooting, replacement steps, or return instructions.
We can share usage guidance for our products, but we can’t provide medical advice. If you have a medical condition, consult your healthcare provider.