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Refund Policy

Returns

Shopping online should be fun, so don’t be afraid to mix things up! If an item breaks or is damaged, return it for a refund within 30 days of delivery in the original condition and packaging. To be eligible for a return, your item must be unused and in the same condition that you received it.

*PLEASE BE AWARE THAT SOME RETURNS ARE SUBJECT TO A 15% RESTOCKING FEE* (Choose the "Free Return" option at shipping checkout to avoid this restocking fee. Please note that the restocking fee does not include the return shipping costs associated with the item)

Not all returns are subjected to a restocking fee. If you received a wrong product or model from our behalf, your item arrived damaged, or if there was any fault on our end, no restocking fees will be applied to your order. Just contact us if you have additional questions at support@primeply.co or text us.

Parts Missing?

If for any reason you received your order and there are parts missing from your order, please contact us immediately at support@primeply.co and we will issue out a replacement order for your missing parts right away.

Shipping

The cost of return shipping is not covered by Primeply. Shipping costs are non-refundable and are the responsibility of the customer, unless otherwise specified. The customer has the option to request for a return label and we will provide a return label to all orders, but please note the cost of the return label may be deducted from your refund. 

Please reach out to support@primeply.co to start your return! :)
To start your return, please include a receipt or proof of purchase in your order. In addition, in the subject line of your message, please input "RETURN - ORDER #" so we can validate your return order right away.

Please also state the reason for the return in the body section of the email and send any evidence you find necessary to include in the email.

Please do not send your purchase back to the manufacturer without contacting us first as there is no way for us to track the return package. 

We have a warehouse that handles our returns. If a product was returned and we cannot verify the return, there will be no refund. NO EXCEPTIONS! Please reach out to us to submit a return claim.

There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error

I PROVIDED A WRONG ADDRESS

If you provided us with the wrong address, or you may have misspelled or inputted incorrectly, please do not worry. Simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at support@primeply.co. If the address is wrong, we can correct this within 24 hours.

ITEM IS DAMAGED UPON ARRIVAL

We do our best to take care of each order and before they are sent out to our customers. However, there are still cases in which products may arrive damaged due to postal service mistreatment. If this is the case, and your item has arrived damaged upon arrival, 
please contact us with:

    - Your order number.

    - A picture of the damaged product.

Once your item is reviewed and processed, we will go ahead and issue you a replacement item sent to you free-of-charge. We may also provide a shipping label for you to return the item back to our facilities. If no label is provided, you may keep the item.

PLEASE NOTE: IF A PACKAGE ARRIVES DAMAGED. WE CAN REPLACE THE ORDER AT NO ADDITIONAL COST, BUT IF YOU CHOOSE TO NOT GO AHEAD WITH A REPLACEMENT THE TRANSACTION WILL BE TREATED AS A RETURN AND INCUR THE RETURN FEES.

WHAT ARE MY PAYMENT OPTIONS?

We are currently accepting Stripe and Paypal for our payments. In other words, we accept AMEX, Discovery, Mastercard, Visa or Paypal. Please contact us if you have any payment questions.

I WANT TO EXCHANGE MY ORDER

If for any reason you are unsatisfied with your order and you would like to exchange your item for a different model, please contact us at support@primeply.co and we will issue you a return label and ship out the model you desire within 1-2 business days.

CAN I CANCEL MY ORDER?

You are able to cancel your order with no penalty! You must cancel your order 1 hour after creating it for the cancellation to be applied. If the item has already shipped, please email support@primeply.co. All you need to do is send us an email with the subject line "CANCEL". We can cancel any orders if they are not processed. If you do change your mind reach out to us as soon as possible. Once a order is processed, there will be no cancellations. All cancellations are subject to credit card CC fee of 3.5% + 15 cents

Refunds (if applicable)

All refunds, unless otherwise specified, are to be returned to our return address specified down below.

In our warehouse, once we receive and inspect your return, we will send you an email notifying you that we have inspected and verified your return. It usually takes about 1 business day for us to verify your return, once your package is received. Once approved, your refund will be processed to your original payment method, either by credit card or Paypal. Please note that it may take up to 5-10 business days for the refund to appear back in your original payment method after we have processed the refund on our system.

Late or missing refunds (if applicable)

If your refund hasn't been refunded to your original payment yet, please don't worry. First, check with your bank account to see if the refund transaction is pending in their system. There is sometimes processing times associated with refunds between your bank or credit card statements, so please allow 5-10 business days after we refunded you on our system for it to appear in your bank statement or credit card/original payment method. Just contact us and we'll be with you every step of the way. :) 

Return Address:

Primeply,Inc.
1611 North Interstate 35E, suite 301
Carrollton, Texas, USA
75006-8616

STILL HAVE A QUESTION?

If we were unable to answer all of your questions, please do not hesitate to speak with us via email at support@primeply.co. We will do our best to respond within 24-48 hours.

Click here to see Returns Policy.

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