FAQ's

What currency are the prices listed in?

All prices on our website are displayed in Canadian Dollars (CAD).

I just placed an order — when will it ship?

We do our best to ship all orders as quickly as possible. Please allow 4–7 business days for processing before your order is shipped.
Average delivery times range between 15–21 business days, depending on your location.

Once your order has shipped, a tracking number will be emailed to you within 3–5 days.
If you have not received a tracking number after 7 business days, please contact us at info@primo.com for assistance.

I’m not satisfied with my order. Can I return it? What if there’s an issue?

We offer a 100% money-back guarantee for products that are defective or damaged.

You have 30 days from the date of delivery to return your item for a full refund. Please note:

  • The item must be shipped back at your own expense.

  • Include your name and order number inside the return parcel.

  • Once we receive and inspect the product, we will issue a full refund of your original purchase amount.

If your package is still in transit, please wait until it arrives before initiating a return.

Can I cancel my order?

Yes! You may cancel your order before it ships without any penalty.
If the order has already been dispatched, you will need to follow our return process once the item arrives to receive a refund.

I entered an incorrect address. What should I do?

If you entered the wrong address by mistake, please reply to your order confirmation email or contact us immediately at info@primo.com.

If notified within 24 hours of placing your order, we can update the address before it ships.
Unfortunately, we cannot offer refunds for orders shipped to incorrect addresses if the 24-hour window has passed.

How long does shipping take?

Shipping times vary based on your location, as we ship from multiple fulfillment centers worldwide.
The average delivery time is 15–25 business days.

I have a question that wasn’t answered. Can you help?

Absolutely! Our support team is happy to assist you.
Please email us at info@primo.com, and include your order number and a clear description of your question or concern.

We receive a high volume of messages, but we’ll do our best to respond to your inquiry as quickly as possible.