Quick answer

We currently ship within the USA only.
Shipping is free, and most orders arrive in 2-5 business days with tracking.

When does shipping time start?

Shipping time begins once your order ships (when you receive a tracking email). Delivery speed depends on carrier routes and your location.

What can affect delivery time?

Even with fast shipping, delivery may take longer due to:

• Carrier volume (holidays/promotions)
• Weather disruptions
• Address verification issues
• Rural/remote delivery routes

Shipping cost

• Standard USA shipping: Free

Need help before ordering? Email support@primalon.co and we’ll guide you.

Quick answer

Once your order ships, you’ll receive a shipping confirmation email with your tracking link.

Step-by-step

1. Check your inbox for the shipping confirmation email
2. Check spam/promotions (tracking emails sometimes land there)
3. Click the tracking link to see carrier updates

If tracking isn’t updating yet

Sometimes the carrier needs time to scan and activate tracking after the label is created. If tracking still hasn’t updated after a reasonable window, message us and we’ll check on it.

Didn’t receive tracking?

Email support@primalon.co with:

• your name
• email used at checkout

order number (if available) We’ll resend your tracking details.

If you need to change your shipping address, contact us as soon as possible. Address changes are usually only possible before your order ships.

What to send us

Email support@primalon.co with:

• Order number
• Full name
• The current shipping address
• The corrected shipping address

If your order already shipped

Once a package is in transit, address changes may be limited by the carrier. We’ll still help you explore the best option (reroute, hold-for-pickup, delivery notes), but availability depends on the carrier and delivery stage.

To minimize the chances of this issue, we kindly ask all customers to double-check their delivery address at checkout.

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.