At Primo Store, we are dedicated to delivering excellence—from our professional-grade BBQ grills and pizza ovens to our premium outdoor living essentials. We understand that the journey of your purchase extends beyond checkout, which is why we have crafted our Shipping and Returns policies with the same discretion and care that defines your entire shopping experience. We are committed to ensuring processes that are straightforward, respectful, and secure for the discerning hosts and outdoor living enthusiasts we serve globally.

Shipping Policy

We strive to get your curated outdoor essentials to you efficiently and securely. Below are the details of our shipping process.

Order Processing

All orders are processed within 1-2 business days after payment confirmation. Orders are not processed or shipped on weekends or holidays.

Shipping Methods & Delivery Times

We offer two primary shipping options to accommodate your needs:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery Time: 10-15 business days after dispatch.
    • Shipping Fee: $12.95 (applied to all orders).
  • Free Shipping: Shipped via EMS.
    • Delivery Time: 15-25 business days after dispatch.
    • Shipping Fee: FREE on all orders over $50.

Please Note: We ship globally but are currently unable to deliver to some parts of Asia and select remote regions. Delivery times are estimates and may be affected by factors beyond our control, such as customs clearance.

Tracking Your Order

Once your order is shipped, you will receive a confirmation email containing your tracking number and a link to monitor your package’s journey.

Returns & Exchanges Policy

Your satisfaction is the cornerstone of our relationship. Our Returns & Exchanges policy is designed to be as seamless as our checkout process.

Our Commitment

We aim to make your return or exchange straightforward and respectful. We stand behind the craftsmanship and quality of every item in our collection, but we understand that sometimes a product may not meet your expectations.

1. Return & Exchange Eligibility

To be eligible for a return or exchange, the item must meet all the following criteria:

  • Be in its original, unused, and unassembled condition.
  • Be in the original packaging, including all parts, accessories, manuals, and tags.
  • Be accompanied by the original proof of purchase (order number or invoice).
  • A return or exchange request must be initiated within 15 days of the delivery date.

2. Non-Returnable Items

To ensure the safety, hygiene, and integrity of our premium products, the following items are considered final sale and cannot be returned or exchanged:

  • Used or Assembled Grills & Pizza Ovens: For safety and hygiene reasons, any BBQ grill, pizza oven, or similar major cooking appliance that has been used, assembled, or removed from its original packaging.
  • Personalized or Monogrammed Gifts: Any item from our “Cooking Accessories & Gifts” collection that has been personalized, engraved, or custom-made to your specification.
  • Opened or Used Cooking Accessories: Items such as knives, grill tools, or specialty utensils that have been used or removed from their sealed packaging for hygiene reasons.
  • Final Sale Items: Any product explicitly marked as “Final Sale” on the product page or during promotional periods.

3. Step-by-Step Return or Exchange Process

Step 1: Initiate Your Request
Within 15 days of delivery, please contact our Customer Service team at [email protected]. Use the template below to ensure we have all necessary information.

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body Template:
Dear Primo Store Customer Service Team,

I would like to request a [return / exchange] for my recent order.
– Order Number: [Please provide]
– Product Name(s): [Please provide]
– Reason for Request: [Please provide details – e.g., incorrect item, defective, change of mind]
– Preferred Solution: [Refund / Exchange for (specific product if known)]

I confirm that the item(s) are in original, unused, and unassembled condition with all packaging and accessories included.

My shipping address is:
[Your Full Name]
[Street Address]
[City, State, Postal Code]
[Country]

Please advise on the next steps.

Sincerely,
[Your Full Name]
[Your Email Address]

Step 2: Authorization & Instructions
Within 2 business days, our team will review your request. If approved, we will email you a Return Merchandise Authorization (RMA) number along with detailed return shipping instructions and the address of our authorized returns center. Please do not ship the item back without an RMA number.

Step 3: Ship the Item
Securely package the item in its original packaging, include the RMA number clearly on the outside of the box, and ship it to the provided address using a trackable and insured carrier. You are responsible for the return shipping costs, unless the return is due to our error (e.g., wrong or defective item).

Step 4: Inspection & Processing
Once we receive and inspect the returned item (typically within 5-7 business days of arrival), we will notify you via email regarding the status of your refund or exchange.

4. Refunds & Exchanges

Refunds

  • Timing: Upon approval, your refund will be processed to your original method of payment within 10 business days.
  • Method: The refund will be issued via the original payment method used (Visa, MasterCard, JCB, or PayPal).
  • Amount: The refund will be for the purchase price of the item(s). Original shipping fees are non-refundable, unless the return is due to our error.

Depending on your bank or card issuer, it may take an additional 3-10 business days for the refund to appear on your statement.

Exchanges
If you wish to exchange an item for a different product or size, we will process the exchange once the original item is received and inspected. You will be responsible for any price difference and additional shipping charges. The new item will be shipped to you using our standard or free shipping options, as applicable.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange for a prepaid return shipping label and expedite a replacement or refund at no cost to you. Please provide photos of the product and its packaging to assist our team.

We’re Here to Help

Your trust is the foundation of our relationship. For any questions regarding our Shipping & Returns policy, please do not hesitate to contact our dedicated team.

Primo Store Customer Service
Email: [email protected]
Postal Address: 3715 Mercer Street, Stevenson, US 35772

Please allow 1-2 business days for a response.

Last Updated: October 26, 2023