Shipping policy

Authenticity

All perfumes available on our website are 100% authentic. At Primo Fragrances, we exclusively deal in genuine, original fragrances — never imitations or replicas.

Delivery

We strive to process all orders as quickly as possible. Orders are typically shipped within 72 business hours from Toronto, ON. After placing your order, you will receive a confirmation email at your registered email address. Once your order has shipped, a tracking email will be sent to the same address.

If any item in your order is out of stock, we will notify you via email and issue a full refund for that product. If you ordered multiple products and one or more are unavailable, we will ship the available items and refund the amount for those that are out of stock.

Returns

We offer hassle-free returns. To initiate a return, please contact us at info@primo.ca. We will issue a prepaid return label for you to send the product back. You must request a return or raise any concern within seven (7) days of receiving your order.

If you choose to return a product for personal reasons (not due to an error on Primo Fragrances’s part), you will be responsible for two-way shipping costs — both the delivery and return shipping.

• If your order originally qualified for free shipping, the two-way shipping costs will be deducted from your refund.

• If you paid for shipping initially, only the return shipping fee will be deducted, and the original shipping fee will not be refunded.

Once we receive the returned product, please allow 3–4 business days for inspection and refund processing. Refunds are issued after the product passes inspection and exclude shipping fees.

Restocking Fee

• If the product is completely sealed in its original packaging and plastic wrap, no restocking fee will apply. Only two-way shipping charges will be deducted.

• If the product has been opened (plastic wrap removed) but is lightly used (no more than 2–3 sprays), a 25% restocking fee will apply in addition to two-way shipping charges. The product must include all original components — box, sleeve, paperwork, and accessories.

After we receive your return, inspection and refund processing typically take 3–4 business days. Depending on your payment provider, refunds may take an additional 2–3 business days to appear in your account.

Non-Returnable Items

The following items are not eligible for return:

• Testers

• Preowned or open-box perfume bottles

• Perfume samples or vials

• Niche fragrances that have been opened or sprayed

Niche perfumes are only eligible for return if they are unopened, completely sealed, and unused.

Product Reformulation and Packaging Changes

From time to time, perfume manufacturers may reformulate fragrances or update packaging designs, which can result in slight differences in scent or appearance. Primo Fragrances is not responsible for such changes, and these do not qualify as valid reasons for return.

We take great pride in offering only 100% authentic perfumes. Please note that shipping and handling fees are non-refundable unless the error is on our part. Customers have seven (7) days from the date of delivery to report any damage, missing items, or other issues.

Shipping Information

Please note that the shipping times listed below are estimated and do not include weekends, holidays, or carrier-related delays.

Shipping Policy

Primo Fragrances is not responsible for delays caused by third-party shipping carriers. While we do our best to ensure timely delivery, unforeseen delays may occur beyond our control. For real-time updates, please refer to the tracking link provided in your shipment email or contact the carrier directly.

Once your package leaves our warehouse, we are unable to modify the shipping address, cancel the order, or add delivery instructions.

If an order is returned, refused, or unclaimed due to customer error (e.g., incorrect address, no one available to receive the package), the customer will be responsible for two-way shipping charges. Refunds will be issued after the package is received and inspected, excluding shipping costs.

Some carriers may allow address changes after shipment, but additional fees may apply — these are the responsibility of the customer.

Important: All Canadian rural and PO Box addresses will automatically be shipped via Canada Post for faster and more reliable delivery, regardless of the carrier selected at checkout.

We offer free shipping within Canada on all orders over CA$145 (after coupons and before taxes).