Last updated: July 12, 2026
International orders (Canada)
All sales to Canadian customers are final. We do not accept returns from Canada due to international shipping limitations. However, if your order arrived damaged, defective, or incorrect, please contact us within 7 days at support@primoshopusa.com with your order number and photos. We will issue a full refund to your original payment method, and no return shipment is required unless we ask for one.
Return policy
For orders shipped within the United States, we have a 30-day return window. You have 30 days after receiving your item to request a return for eligible new, unused, and unopened products, including buyer's remorse, ordering the wrong item, or no longer needing the product.
Damaged, defective, incorrect, or expired items are also covered within the 30-day window. Please contact us right away with your order number and photos so we can make it right.
Important: For health and safety reasons, some product categories cannot be returned for buyer's remorse unless they arrive damaged, defective, incorrect, or expired. Please review the non-returnable items section below before requesting a return.
Eligible returns
We accept U.S. returns within 30 days when:
- The item is new, unused, unopened, and in its original packaging
- You changed your mind, ordered the wrong item, or no longer need the product
- The product arrived damaged or defective
- You received the wrong item
- The product is expired
To be eligible for a standard return, your item must be in the same condition that you received it, unworn or unused, unopened where applicable, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Non-returnable items
For health and safety reasons, we cannot accept buyer's remorse returns on:
- Food and beverage products
- Personal care items (cosmetics, skincare, hygiene products)
- Cleaning products and detergents if opened
- Perishable goods (such as flowers or plants)
- Custom products (such as special orders or personalized items)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
If one of these products arrives damaged, defective, incorrect, or expired, contact us within the applicable window and we will help with a refund or replacement.
Please contact us if you have questions or concerns about your specific item.
Return shipping and costs
For standard U.S. returns, customers are responsible for return shipping costs. If the return is due to our error or because the item arrived damaged, defective, incorrect, or expired, we will provide a prepaid return label when a return shipment is required. Some issue-based refunds may not require return shipment. We do not charge a restocking fee.
How to start a return
To start a return, please contact us within 30 days of receiving your item at support@primoshopusa.com or submit a support ticket through our Contact Us page. Please include:
- Your order number
- The item you want to return
- The reason for return
- Photos if the item is damaged, defective, incorrect, or expired
Returns will need to be sent to the following address:
Primo Shop USA
354 Lincoln Ave,
Hawthorne,
NJ, 07506 United States
If your return is accepted, we'll send return instructions. For customer-remorse returns, you are responsible for purchasing and sending the return shipment. For eligible damaged, defective, incorrect, or expired items, we'll send a prepaid return label when a return shipment is required. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, expired, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
To exchange an eligible item:
- Contact us within 30 days at support@primoshopusa.com or submit a support ticket
- Provide your order number and reason for exchange
- We'll send you return instructions
- Ship the item back securely (unused, unopened where applicable, and in original packaging)
- We'll send your replacement within 3-5 business days after the exchange return is approved
Note: Food, beverages, personal care items, and opened cleaning products cannot be exchanged for buyer's remorse unless they arrive damaged, defective, incorrect, or expired.
The fastest way to ensure you get what you want is to return the eligible item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we've approved your return, please contact us at support@primoshopusa.com or submit a support ticket through our website.
Contact us
You can always contact us for any return or refund questions at support@primoshopusa.com or by submitting a support ticket through our Contact Us page.