Frequently Asked Questions

We offer free worldwide shipping on all orders over 30 USD. For orders below 30 USD, a flat rate shipping fee of 2.95 USD applies.

Yes! PrimFinds ships worldwide. We proudly serve customers in the Europe, United States and around the globe. If you can place an order on our website, it means we can ship to your country. Keep in mind that international shipments (outside the U.S.) may take a bit longer to arrive due to distance and customs processing. Rest assured, we do everything we can to get your order delivered to you in a timely manner. If there are any shipping restrictions or unusual delays for your region, we will let you know when you order or via email.
We do not ship to certain remote or sanctioned countries. At checkout you will be notified if shipping is unavailable.

We want to make checkout as convenient as possible. PrimFinds accepts all major credit and debit cards, including Visa, MasterCard, American Express, and Discover, through our secure Shopify-powered payment system. We also accept PayPal for quick and easy payments. In addition, our store supports express checkout options like Shop Pay, Apple Pay, and Google Pay, so you can choose whatever method you’re most comfortable with at checkout.

All orders on PrimFinds are processed in U.S. Dollars (USD) by default. If you’re shopping from outside the United States, you can still pay in your local currency – your bank or card issuer will automatically handle the conversion to USD at the current exchange rate. This means the charge you see on your statement will be in your local currency equivalent. We display an approximate price in other currencies on our site for your convenience (if applicable), but the final charge will be in USD. There are no additional fees from us for currency conversion (though your bank might apply a small conversion fee, so it’s good to check with them if you’re unsure).

Absolutely. We take your security very seriously. Our website is built on Shopify, which is Level 1 PCI DSS compliant – the highest level of payment security in the industry. This means all transactions are encrypted and processed securely.

PrimFinds does not store your credit card information on our servers. When you check out, your payment details are handled through secure, encrypted payment gateways (Shopify Payments or PayPal). Additionally, our site is protected with SSL encryption (you’ll notice the padlock in your browser’s address bar), ensuring that your personal and payment information is safe. You can shop with confidence knowing we’ve put multiple layers of security in place to protect you.

We aim to process all orders as quickly as possible. Order processing (handling time) typically takes 1–3 business days. Once processed and shipped, delivery times vary based on your location:

• EU member states (estimates) 5-8 business days.
• United States, Canada, Australia, New Zealand (estimates) 5-15 business days
• Other destinations (estimates) 10-20 business days

Please note that these are average estimates. During peak seasons or holidays, processing or transit times might be slightly longer. We will send you a shipping confirmation email as soon as your order is on its way.

Tracking your order is easy and gives you peace of mind. Once your order ships, we'll email you a tracking number for the package. You can click the link in that email to see real-time updates on your shipment’s status. If you have any trouble tracking your package, feel free to contact our support team for assistance.

While we do our best to ensure timely delivery, occasionally there can be delays beyond our control (such as postal delays, customs holdups for international orders, or weather issues). If your order hasn’t arrived within the estimated delivery window:

• First, check the tracking information for any updates or notifications.
• If the tracking shows no movement or if it’s been significantly delayed (e.g., more than a week past the expected date), please contact our customer support. We will investigate the delay, work with the shipping carrier to locate your package, and keep you informed.

Rest assured, if a package is confirmed lost in transit or has an excessive delay, we will make it right by arranging a replacement or refund for you.

If you ordered multiple items, you might occasionally receive them in separate packages. This is known as a split shipment and can happen for a couple of reasons:

• We may ship from different warehouses or fulfillment centers depending on product availability, so items ready at different times will be sent separately.
• Some items (especially if they are different types or brands) are packaged on their own to ensure they arrive safely.

Don’t worry – if your order is split, the rest of your items are on the way! You will receive separate tracking numbers for each shipment, and each package will have its own estimated delivery time. We include all tracking details in your shipping confirmation emails. If an item is missing and you haven’t received a separate shipping notification for it, or if you’re concerned an item was overlooked, please reach out to us and we’ll happily help sort it out.

You will be charged at the time you place your order. As soon as you complete the checkout process and your payment is authorized, the payment is captured (your card or PayPal is charged). This upfront charge secures your order so we can begin processing it right away. If for some reason we are unable to fulfill your order (which is very rare), we will notify you and issue a prompt refund. Keep in mind that if you’re using a credit card, the charge may show up as “pending” on your statement for a short time before it’s finalized by your bank.

We want you to love your purchase from PrimFinds. If you’re not completely satisfied, we do offer returns under certain conditions. Most items can be returned within 30 days of delivery for a full refund or exchange.

To be eligible for a return:

• The item should be in new, unused condition (unworn, unwashed, with original tags or packaging intact).
• You’ll need to provide proof of purchase, like your order number or receipt.
• Certain items are non-returnable for hygiene or safety reasons (for example, personal care items, perishables, or intimate products) – such exceptions will be noted on the product page if applicable.
• Items marked as final sale or clearance may not be eligible for return (we will indicate this clearly if so).

If your return meets the above conditions, we’ll be happy to process it. Our goal is to make returns hassle-free because we care about your satisfaction.

Starting a return is simple. Just follow these steps:

• Contact Customer Support: Send us an email at info@primfinds.com (or use the contact form on our website) to request a return. Please include your order number, the item(s) you wish to return, and the reason for the return (this helps us improve).
• Receive Return Instructions: Our support team will reply with confirmation of your return request and provide you with the return shipping address and any specific instructions. In some cases, we may provide you a prepaid return label (for example, if the item was defective or we sent the wrong product).
• Pack and Ship the Item: Securely pack the item in its original packaging (if possible) along with any accessories or paperwork. Affix the return label (if we provided one) or use a reliable shipping service of your choice. We recommend getting a tracking number for your return shipment to ensure it reaches us.
• Confirmation & Refund: Once we receive your returned item and inspect it, we will notify you via email. If everything is in order, we will process your refund or exchange. Refunds are issued to the original payment method.

If you’re looking to exchange an item (for example, for a different size or color), the fastest way is to initiate a return for the original item and then place a new order for the new item you want. This way you get the replacement item sooner, and we’ll issue a refund for the original as soon as we receive it back.

It depends on the reason for the return:

• If you’re returning an item because it arrived damaged, defective, or we sent the wrong item, we will cover the return shipping cost. In such cases, we’ll either provide you with a prepaid return shipping label or reimburse your shipping cost.
• If you’re returning an item for other reasons (for example, it didn’t fit or you changed your mind), the return shipping cost is the responsibility of the customer. We’ll still assist by providing the return address and any necessary information, but you will need to pay for postage. We recommend using an affordable, trackable shipping option to ensure the item reaches us.

We do not charge any restocking fees. Original shipping charges (if any were paid) are typically non-refundable unless the return is due to our error. If you have any concerns about return shipping, please contact us – we’re here to help and can often offer suggestions to make the process easier.

Once your returned item arrives at our facility, we aim to process refunds as quickly as possible. Refund processing usually takes 3–7 business days after we receive your return. This includes inspecting the item and initiating the refund on our end. After we issue the refund, it may take a few additional days for your bank or credit card company to post the credit to your account. In total, you can expect your refund to appear on your original payment method within 5–10 business days from the time we receive your return. We’ll send you a confirmation email when your refund has been processed. If it’s been longer than two weeks since you sent back your item and you haven’t seen the refund, please reach out to us so we can investigate and ensure it’s resolved promptly.

We sincerely apologize if you received a damaged item or the wrong product. Your satisfaction is our priority, and we’ll make it right. Please contact us at info@primfinds.com as soon as you notice an issue. Include your order number and a brief description of the problem (if possible, attaching a photo of the damage or the wrong item helps us speed up the process). Here’s what we’ll do:

• If the item arrived damaged in transit or is defective, we will offer you the choice of a replacement (if available) or a full refund. You won’t need to pay for return shipping in these cases – we’ll either send a prepaid label or otherwise cover the cost.
• If you received the wrong item, we will send you the correct item as quickly as possible and provide instructions for returning the incorrect item (at no cost to you).

In any case, you won’t be stuck with a product you didn’t order or can’t use. We’ll guide you through the return/replacement process to ensure everything is resolved to your satisfaction.

Yes, immediately after you place an order with PrimFinds, you should receive an order confirmation email. This email will contain your order number, a summary of the items purchased, your shipping address, and the total amount charged. If you don’t see this email within a few minutes of ordering, please check your spam or junk folder (sometimes emails can land there by mistake). To ensure you receive our emails, you can add our email address to your contacts. If you still can’t find the confirmation, reach out to us – we can verify that your order went through and resend the confirmation if needed.

We know plans can change. If you need to modify or cancel your order, please contact us as soon as possible (ideally within 12–24 hours of placing the order). Our system processes orders quickly, but if your request comes in before the order is shipped, we will do our best to accommodate it. This may include changing the size or color of an item, updating your shipping address, or cancelling the order entirely for a refund.

• If your order has not yet shipped, we can usually make the change or cancellation with no issue.
• If your order has already been processed and shipped, we unfortunately won’t be able to intercept it. (In this case, you can still arrange a return after you receive it, if needed.)

Tracking your order is simple. Once your order is on its way, we send a shipping confirmation email that includes a tracking number or link. You can click that link to see the latest updates on your package’s journey. Additionally, you can log into your PrimFinds account on our website (if you created one during checkout) to view your order status and tracking information at any time. If you checked out as a guest, no worries – the tracking link in your email will work for you without an account. Should you have any trouble accessing your tracking info or if the link isn’t working, please contact us and we’ll gladly help you track your order.

We’re here to help! If you have any questions, concerns, or need assistance, you can reach our customer support team through the following methods:

• Email: Send us a message anytime at info@primfinds.com. We strive to respond to all inquiries within 24 hours (on business days).
• Contact Form: Visit the Contact Us page on our website and fill out the form. Provide as much detail as possible about your question or issue, and we’ll get back to you promptly.

Our support team is friendly and knowledgeable, and we’re dedicated to making your experience with PrimFinds excellent. Whether you have a question about your order status, need help with a product, or just want to give feedback, don’t hesitate to reach out. We appreciate the opportunity to assist you.