Primary.com allows returns within 90 days of purchase without requiring a receipt or original packaging. You can return items by mail using a prepaid label, through the online self-service portal, or by contacting the company directly.
How returns work
You can initiate a return through Primary.com's self-service online portal, by email, or by phone call. The process requires your order ID and zip code. Once you start your return, you will receive a prepaid return shipping label via email. Pack your items in the original bag or any other packaging, then drop off your return at a carrier location and save your receipt or tracking number for your records.
Exclusions and restrictions
Worn or washed items do not meet return guidelines and are not returnable. International orders are subject to a $15 CAD return shipping fee and are not eligible for exchanges. If you have a damaged or defective item, you must contact Primary.com directly at [email protected] or 1-844-435-5675 instead of using the standard return process.
Refunds
Refunds are issued to your original form of payment. You can expect refund confirmation within 2 to 3 weeks of returning your items. For U.S. orders, return shipping costs $5 per order; international returns cost $15 CAD.
Frequently asked questions
How long do I have to return items to Primary.com?
You have 90 days from your purchase date to return items. This window applies to both standard returns and exchanges for U.S. orders.
Do I need a receipt to return items?
No, a physical receipt is not required. Instead, you will need your order ID and zip code to initiate a return through the self-service portal.
Is return shipping free?
Return shipping is not free. U.S. returns cost $5 per order, while international returns cost $15 CAD. Primary.com provides a prepaid return shipping label that you use to drop off your package at a carrier.
Do I need the original packaging to return items?
No, original packaging is not required. You can pack your return in the original bag or any other packaging you have available.
What items cannot be returned?
Items that have been worn or washed do not meet return guidelines and cannot be returned. Additionally, if you have an international order, exchanges are not available at this time, though returns are permitted subject to the return shipping fee.
Can I exchange items instead of returning them?
Exchanges are available for U.S. orders only and follow a two-step process of returning your original item and placing a new order. Free standard shipping and applicable promotions are honored for your reorder. International orders cannot be exchanged.
How long does it take to receive my refund?
Refunds are processed within 2 to 3 weeks of Primary.com receiving your return. The refund is issued to your original form of payment.