SHIPPING POLICY

Last updated: March 2026

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1. ORDER PROCESSING

All orders are processed within 1–2 business days of the order being placed and payment being confirmed.

Business days are Monday through Friday, excluding public holidays. Orders placed on weekends or public holidays will begin processing on the next available business day.

You will receive an order confirmation email immediately after your purchase. Once your order has been processed and dispatched, you will receive a separate shipping confirmation email containing your tracking number and a link to track your order in real time.

If you do not receive your order confirmation email within 1 hour of placing your order, please check your spam or junk folder before contacting us. If you still cannot locate it, contact us at support@primenaturals.store and we will resend it.

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2. DELIVERY TIMEFRAMES

We ship to all countries worldwide. The same delivery timeframe applies to every destination without exception:

These timeframes apply to all countries worldwide. No matter where you are ordering from, your order will be processed within 1–2 business days and delivered within 4–7 business days of dispatch.

These timeframes are estimates based on standard carrier performance. Actual delivery times may occasionally vary due to carrier volume, customs processing for international orders, weather events, public holidays, or other circumstances outside our control. We are not able to guarantee delivery by a specific date.

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3. FREE SHIPPING

We offer free standard shipping on every order worldwide. There are no minimum order requirements, no shipping tiers, and no hidden charges. Every customer in every country receives free shipping regardless of order size or value. The price you see at checkout is the price you pay — nothing more.

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4. ORDER TRACKING

Every single order is shipped with full tracking included at no extra cost. Your tracking number will be sent to you in your shipping confirmation email within 1–2 business days of placing your order.

To track your order:

1. Open your shipping confirmation email
2. Click the tracking link provided
3. Enter your tracking number on the carrier's website if prompted

Please allow 24–48 hours after receiving your tracking number for the carrier's system to update and display movement. It is completely normal for tracking to show no activity during this initial window — this does not mean your order has not been processed.

If your tracking has shown no movement for more than 5 consecutive business days, contact us at support@primenaturals.store and we will investigate immediately.

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5. SHIPPING ADDRESS

It is the customer's sole responsibility to provide a complete, accurate, and secure delivery address at the time of checkout.

Please review your shipping address carefully before completing your purchase. We begin processing orders within 1–2 business days and cannot guarantee that address changes can be made once an order has been placed.

If an incorrect address is provided:

• We will attempt to intercept and redirect the package where possible but cannot guarantee this will be successful
• If the package is delivered to the incorrect address as entered by the customer at checkout, we are not liable for the loss and a refund will not be issued
• If the package is returned to us due to an incorrect or incomplete address, we will contact you to arrange redelivery at the customer's expense

We are not responsible for packages that are delivered to the correct address as entered at checkout and subsequently go missing from that location.

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6. DELAYED ORDERS

Delivery timeframes are estimates and occasional delays can occur. Before contacting us about a delayed order, please:

1. Check your tracking link for the most recent carrier update
2. Allow the full estimated delivery window of 5–9 business days from your order date to pass
3. Check with neighbours, building management, or your local post office or carrier depot

If your order has not arrived within 5 business days beyond the end of the estimated delivery window, contact us at support@primenaturals.store with your order number and tracking number and we will open an investigation with the carrier on your behalf.

We do not classify an order as delayed until the full estimated delivery window has passed. Refund or replacement requests will not be processed until a carrier investigation has been completed and confirmed.

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7. UNDELIVERABLE AND RETURNED PACKAGES

Packages may be returned to sender in the following circumstances:

• Incorrect or incomplete delivery address provided by the customer
• Package refused by the recipient at the door
• Failed delivery attempts with no one available and no safe location to leave the package
• Package unclaimed from a post office or carrier pickup point within the carrier's hold period

If your package is returned to us, we will contact you by email to arrange redelivery. Redelivery shipping costs are the responsibility of the customer. If you choose not to arrange redelivery within 14 days of our notification, we will issue a refund for the product cost only. Original shipping fees, where applicable, are non-refundable.

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8. LOST PACKAGES

A package is considered lost when tracking shows no movement for more than 15 consecutive business days and the carrier has confirmed the package cannot be located after investigation.

If your package is confirmed lost by the carrier after investigation:

• Contact us at support@primenaturals.store with your order number
• We will file a formal claim with the carrier on your behalf
• Once the claim is confirmed we will offer you a full replacement or a full refund — your choice

We are not able to process lost package claims for orders where tracking confirms successful delivery to the address provided at checkout. If tracking shows delivered but you have not received your package, please refer to Section 9.

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9. PACKAGE SHOWS DELIVERED BUT NOT RECEIVED

If your tracking shows your order as delivered but you have not physically received it, please take the following steps before contacting us:

1. Wait 2–3 business days — carriers occasionally mark packages as delivered 1–3 days before they physically arrive
2. Check all possible delivery locations — front door, back door, mailbox, building reception, with a neighbour, in a safe spot on your property
3. Check with all members of your household
4. Contact your local post office or carrier depot directly with your tracking number — they can often confirm exactly where the package was left

If after completing all of the above steps you still cannot locate your package, contact us within 14 days of the marked delivery date at support@primenaturals.store and we will investigate with the carrier.

Please be aware that once a carrier has confirmed delivery to the correct address as entered at checkout, our ability to issue a refund is limited as the package has left our possession and been confirmed as delivered. We strongly encourage contacting your local carrier directly as they are best positioned to assist.

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10. INTERNATIONAL ORDERS AND CUSTOMS

For orders shipping to countries outside the United States, please note the following:

Customs and Import Duties International shipments may be subject to customs duties, import taxes, VAT, or other fees levied by your country's customs authority upon arrival. These charges are entirely outside our control and are not included in our product price or shipping cost. The customer is solely responsible for paying any customs fees required to release the package from customs.

Customs processing can occasionally add additional days to the delivery timeframe even within our standard 4–7 business day estimate. We are not responsible for delays caused by customs authorities.

Refused Customs Charges If a package is returned to us because the customer declined to pay customs duties or import fees, we will issue a refund for the product cost only once the package has been received back by us. Return shipping costs incurred will be deducted from the refund amount.

Customs Documentation We complete all customs and export documentation accurately and in full compliance with applicable law. We are not able to mark packages as gifts, misrepresent package contents, or undervalue items on customs declarations as doing so constitutes customs fraud.

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11. PEAK PERIODS AND HIGH VOLUME EVENTS

During high-demand periods including but not limited to Christmas, Easter, Black Friday, Cyber Monday, and major promotional events, carrier networks experience significantly higher volumes which can occasionally cause delays beyond our standard estimates.

We recommend placing orders well in advance during known peak periods. We will communicate any expected delays during these periods on our website where possible.

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12. ORDER CHANGES AND CANCELLATIONS

Because we process and dispatch orders within 1–2 business days, we cannot guarantee that changes or cancellations can be accommodated after an order is placed.

If you need to amend or cancel your order, contact us immediately at support@primenaturals.store with your order number and the change required. If your order has not yet been dispatched we will do our best to assist. If your order has already been shipped it cannot be cancelled — please refer to our Return and Refund Policy once your item has been delivered.

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13. CONTACT US

For all shipping enquiries, tracking questions, or delivery concerns:

Email: support@primenaturals.store Response time: Within 1–2 business days

Please include your order number in all correspondence so we can locate your order and assist you as quickly as possible.

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