We did our best to answer all the common questions below, but please feel free to contact us if you have any additional questions or comments.
ORDERS AND SHIPPING
HOW LONG UNTIL I GET MY ITEM?
Our normal shipping times are usually 10-20 business days, but this varies based on the destination. Please note that in some instances shipping times can take longer due to delays in Customs and the local post/courier. See the Shipping Policy page for more details about shipping times and rates.
HOW DO I TRACK MY ORDER?
Once an order is shipped out (usually 1-3 days after the order is placed), you will get an Order Confirmation email which includes a link to track your order. Please note that in some instances a tracking number may be enabled for tracking 5-7 days after it is issued (but don't worry, once the number is issued, even if it is not enabled yet, the package is already making its way to you).
WHY IS MY SHIPPING STATUS NOT UPDATING?
Every stage of the shipping process is updated in the tracking system once it is finished. Some stages may take longer than others - such as the transport itself, or customs clearance. During these stages the shipping status will not update, and will change only once the stage is complete.
If you feel that your order is being delayed more than it should be, please don't hesitate to contact us.
I NEED TO MODIFY/CANCEL MY ORDER - WHAT DO I DO?
Please note that we are only able to make changes or cancellations to your order if it has NOT been fulfilled yet. If you want to change anything in your order, please contact us via email (firstname.lastname@example.org) within 24 hours after placing your order. If the order has already been shipped out, we unfortunately can no longer make modifications to your order. Please note that some orders are shipped out less than 24 hours after the order is placed.
If you wish to cancel your order and it has already been fulfilled, you may return it once you get it as per our Refund Policy.
HOW DO I KNOW MY ORDER HAS BEEN CONFIRMED?
Shortly after you place your order you will receive an order confirmation via email containing the details of your order. In this mail, you will be provided with a unique order number, and a list of the item(s) you have ordered. If you did not receive this email, please check your spam folder and contact us if necessary at email@example.com
DO YOU SHIP INTERNATIONALLY?
Yes we do. We ship almost anywhere in the world, except to the few countries to which shipping is very expensive or takes too long. If you are unsure regarding your country, please contact us for more details.
HOW MUCH IS SHIPPING TO MY COUNTRY?
Shipping costs vary depending on the product and destination, but generally shipping costs range from $4.95-$9.95 USD. In any case, the shipping cost for your order will be displayed in the Checkout page before you complete your order. Please see our Shipping Policy page for details about shipping rates.
However, keep an eye out for our FREE WORLDWIDE SHIPPING promotions we hold every once in a while!
I ORDERED SEVERAL ITEMS IN ONE ORDER BUT RECEIVED THEM SEPARATELY. WHY?
Although we try to avoid this as much as possible, due to logistical reasons and shipping restrictions sometimes products from the same order need to be shipped separately. In any case, all items should arrive within our stated shipping schedules. If for some reason the items do not arrive when they should, please contact us at firstname.lastname@example.org
SHOULD I WORRY ABOUT HAVING TO GIVE PERSONAL AND CREDIT CARD INFORMATION ON YOUR SITE?
No, you have absolutely nothing to worry about. Our checkout process is completely safe. We have SSL (Secure Socket Layer) certificates for maximum security, to ensure full safety of all of your information.
I RECEIVED A DAMAGED ITEM - WHAT DO I DO?
We always try to provide the highest quality products to our customers, however, unfortunately damages may occur occasionally for reasons we cannot control. If you received a damaged or malfunctioning item, please contact us with proof of damage at email@example.com and we'll replace it at no cost.
WHAT IS YOUR REFUND POLICY?
Please see our Refund Policy page.
DO YOUR PRICES INCLUDE ANY IMPORT/CUSTOM TAXES OR OTHER TAXES?
No they don't. In some cases, products from outside of your home country require additional taxes, such as import taxes and customs, to be paid. This depends on the product and destination country. Also, domestic taxes may apply in different scenarios. Any and all such taxes will be under the responsibility of the customer only, and Prime Active will not be held responsible for these.
WHAT PAYMENT METHODS CAN I USE?
We accept payments via major Credit Cards (Visa, Mastercard, or American Express) and PayPal. Aside from mention above, we do not accept any payment method (Cash On Delivery, Checks, etc).
I HAVE A DISCOUNT CODE - HOW DO I USE IT?
After adding your items to cart and clicking "Checkout" you will be redirected to the Checkout page, in which the order summary is displayed (right column) and all your shipping information and payment details are entered. Within the order summary there is a dedicated field to enter your discount code. Once the code is entered, click Apply and the discounted price will appear.
WHERE ARE THE PRODUCTS SHIPPED FROM?
As we have business partners and logistics centers in different countries, some of our products are produced and shipped from the United States, and some from Europe and Asia.
WHY IS THE PRICE I SEE IN THE WEBSITE DIFFERENT THAN THE PRICE I SEE IN CHECKOUT?
Prices in the store are displayed in your country's local currency. If you wish to see the price in a different currency, you can change this using the currency changer at the corner of the screen. The currency in the checkout page is always displayed in USD.
HOW CAN I GET MORE DETAILS ABOUT YOUR FUTURE PROMOTIONS AND PRODUCTS?
If you want to stay up to date on our promotions and products, please sign up to our newsletter (in the footer of any page in the website) or write to us at firstname.lastname@example.org and we'll add you to our subscribers list.
WHERE ARE YOU LOCATED?
Our main office is located in Toronto, Canada, but we work with logistics centers and representatives around the world.