You can request a return within 30 calendar days of receiving your order. To qualify, the item must be unused, undamaged, and returned in its original packaging, with proof of purchase.

What “eligible” means 

Your return is eligible if:

• Requested within 30 days of delivery
• Item is unused
• Item is undamaged
• Item is in original packaging
• You can provide proof of purchase (order number / receipt)

Common reasons a return may be declined

We’ll always communicate clearly, but returns may not qualify if:

• The item shows signs of use
• Packaging is missing or heavily damaged
• Parts/accessories are missing
• The return request is outside the 30-day window

Good to know

• We do not charge restocking fees
• Return shipping is paid by the customer
• If your return is approved, you’ll receive a full refund

If you’re unsure whether your return qualifies, email us and we’ll help you confirm before you ship anything: support@primalon.co

We want returns to feel straightforward - no back-and-forth, no confusion.

Step 1 - Email our support team

Send a message to support@primalon.co with:

• Your order number
• The item(s) you want to return
• A short note (optional, but helpful)

Step 2 - Wait for return approval + instructions

If your return is approved, we’ll reply with:

• Where to ship your return
• How to package it properly
• Any notes to avoid delays in inspection/refund

Important: Please don’t send items back without contacting us first. Returns sent without approval/instructions may not be accepted.

Step 3 - Pack the item carefully, this prevents delays

To keep your return eligible:

• Use the original packaging
• Include all accessories/components that came in the box
• Pack securely to prevent damage in transit

Return shipping costs

We do not provide free return labels. The customer covers return shipping. We do not charge any restocking fee.

If you want the easiest process, choose a tracked shipping method and keep your shipping receipt until the return is fully processed.

We know waiting for a refund can feel stressful. Here’s what to expect, step by step.

1) After your return is delivered to us

Once your return arrives, our team will:

• Receive the package
• Inspect it to confirm it meets return eligibility (unused, undamaged, original packaging)

2) Inspection + approval

Inspection and processing may take up to 10 business days after your return is received.

If your return is approved:

• You’ll receive a full refund
• The refund is issued to your original payment method
• The refund is processed in the same currency used at checkout

3) Bank processing time

After we issue the refund, your bank or card provider may take additional time to post it - often 3-10 business days.

If your refund seems delayed

If it’s been more than:

• 10 business days since the return was delivered and you haven’t received an update, or
• 15 business days since approval and the refund still isn’t visible,

Email support@primalon.co and we’ll look into it right away.

We understand how frustrating it can be to receive a damaged package - especially when you’re looking forward to starting your routine. If your order arrives damaged during transit, we’re here to help you resolve it as quickly as possible.

Step 1 - Keep everything

Please hold onto the box and all packing materials (including inserts). This helps us (and the carrier, if needed) verify what happened during shipping.

Step 2 - Take a few quick photos

Photos help us move faster. If you can, please take pictures of:

• The outside of the box (all sides)
• The shipping label
• The inside packaging
• The item damage (close-up and wider view)

Step 3 - Email our support team

Send the photos to support@primalon.co along with:

• Your order number
• A short note describing what you received and what looks damaged

What happens next

Once we review your message, we’ll reply with clear next steps. Depending on the situation, we may guide you through a replacement solution and/or a shipping claim pathway - but either way, we’ll help you through it.

Quick answer

If something is missing, don’t worry - we’ll help you sort it out. The fastest resolution happens when we can verify what arrived and what didn’t.

Before you contact us 

1. Check your shipping confirmation email(s)

• Some orders may ship in more than one package (separate tracking emails).

1. Check the packaging thoroughly

• Small components can be tucked inside protective materials.

1. Look for “partial delivery” notes

• Carriers sometimes deliver packages separately.

What to send us

Email support@primalon.co with:

• Order number
• What’s missing (example: controller, power adapter, glasses)
• Photos of:
• the box (outside + label)
• everything you received (laid out in one photo)
• packing materials

What we’ll do

We’ll confirm shipment details and take the quickest fair next step - typically sending the missing item/component or providing a clear resolution path.

We believe checkout costs should feel clear - no surprises, no confusing fine print. This page explains how sales tax works, why you might see it at checkout, and what “duties” mean.

1) Sales tax in the United States

Why am I being charged sales tax?

Sales tax rules in the U.S. depend on where an order is delivered. In many cases, sales tax is calculated based on the shipping address (your delivery location).

How is sales tax calculated?

When applicable, sales tax is automatically calculated at checkout based on:

• your shipping address
• the product(s) in your cart
• current state/local tax rules

Sales tax may appear after you enter your shipping address, because that’s what determines the rate in most cases.

Why does tax vary from state to state?

Sales tax rules and rates vary across states and sometimes down to city/county level. That’s why two customers can see different tax totals for the same product.

Is sales tax included in the product price?

No - prices are shown before tax. Any applicable tax is calculated and shown clearly at checkout before you pay.

2) Duties, customs fees, and import taxes

Will I pay duties or customs fees on my order?

Right now, Primalon ships within the USA only. For domestic U.S. shipments, customers typically do not pay customs duties because duties are related to importing goods across country borders.

3) Tax-exempt purchases 

If you’re purchasing on behalf of a tax-exempt organization, contact us at support@primalon.co before ordering. If we can support your request, we’ll tell you what documentation is needed and the best way to place the order.

4) Something looks off?

We’re happy to take a look.

Email support@primalon.co with:

• your order number (if you placed one)
• your shipping state
• a screenshot of the checkout tax line (optional)

We’ll help you understand what you’re seeing and make sure everything is correct.

Safety note 

Please be cautious of unexpected messages claiming you owe “customs fees” for a domestic U.S. delivery. If you’re ever unsure, check your official tracking link or contact us directly.