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FAQ

Payment Process

What payment methods do you accept?

Credit and debit cards are accepted. You can pay with your Visa, Mastercard and American Express cards at checkout.

Is payment system SSL Secured?

Yes. Since our domain starts with “https“, all transactions are SSL Secured.

My payment has been rejected. What can I do?

Please first make sure that you have sufficient funds and you put all the numbers correctly.

Unfortunately, sometimes our automatic fraud detection system can prevent real payments. If this is the case, we kindly ask you to try another card.

If you don’t have any other cart, please contact us via support@primalderm.com and our support team will assist you to solve the issue.

 

Returns and Refunds

Do you have any guarantee?

We have 30 day guarantee after delivery.

If you are not satisfied with your purchase and wish to return an item, please let us know within 30 days from receiving your order. 

Any brand new product can be returned for a full refund. Note, shipping charges are non-refundable.

How do I return an item?

Please contact us with your order number as well as the reason for your return; our team will schedule the return and provide you with the necessary information to move forward.

Will shipping be covered for my returns?

All return shipping fees and other miscellaneous fees are the responsibility of the customer.

What if the item(s) I received is defective, incorrect, damaged, or missing?

Please contact us within 7 days from receiving your order if you received merchandise that is defective, incorrect, damaged or missing.

To ensure a smooth return, please include your order number, photographs of the item(s) and all related references upon receiving your package.

We will do our very best to resolve your case as soon as possible.

How long is the return process, and when will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-7 business days of receiving the returned item or cancellation request. 

 

Shipping Process

Do you ship Worldwide?

Yes, we are proud of providing shipping over 160 countries all over the world.

However, there are some locations that we are unable to ship. If you happen to be located in one of those countries, we contact you and provide full refund.

What about customs?

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may or may not get custom fees when they arrive to your country.

I need to change or cancel something on my order. How can I do that?

If you need to change or cancel your order, please contact us immediately. After two hours or once your order has been delivered to shipping agency, we will not be able to make any changes or cancellations. 

My order status says “Unfulfilled“. What does this mean?

“Unfulfilled“ just means that we successfully recieved your order! Once your order is processed and shipped, we will send you your tracking number via email and your order status will change to “Fulfilled.“