Last updated: October 15, 2026
This Shipping Policy explains how and when orders placed on the Primora online store are processed and delivered. By placing an order, you agree to the terms below.
1. Where We Ship
We currently ship to the United States, Canada, the United Kingdom and Australia. If your country is not available at checkout, we are unable to ship there at this time. We may not be able to deliver to PO boxes, APO/FPO addresses, freight forwarders or certain remote areas.
2. Shipping Cost
Standard tracked shipping is free on all orders to the countries listed above, unless stated otherwise at checkout.
3. Order Processing Time
All orders go through verification, quality checks and packing before they are dispatched. Orders are processed within 1–4 business days (Monday to Friday, excluding public holidays). Orders placed on weekends or public holidays begin processing on the next business day. During sales, product launches and holiday periods, processing may take longer.
4. Delivery Time
Once your order has been dispatched, delivery typically takes 7–12 business days. In total, most customers receive their order within approximately 8–16 business days of placing it.
All delivery times are estimates provided by our shipping partners and are not guaranteed.
5. Delays Outside Our Control
Once a package has been handed to the carrier, delivery is in the hands of the carrier and the relevant postal and customs authorities. Circumstances outside our control can cause delays of up to 30 additional business days, including but not limited to: customs inspections and clearance, carrier backlogs, peak shipping seasons and public holidays, severe weather and natural disasters, strikes, public health measures, and incorrect or incomplete delivery details.
Primora is not liable for delays caused by events outside our reasonable control, and such delays do not entitle you to cancel a shipped order or receive a refund. If your order is delayed, contact us and we will gladly help you track it with the carrier.
6. Order Tracking
When your order ships, you will receive an email with your tracking number and a tracking link. Please allow up to 5 business days for the tracking information to begin updating. It is normal for tracking to show no new updates for several days while a package is moving between countries or going through customs.
7. Shipping Address
You are responsible for entering a complete and accurate shipping address at checkout. If you notice a mistake, contact us within 12 hours of placing your order. Once an order has been dispatched, the address can no longer be changed. Primora is not responsible for orders delivered to an incorrect or incomplete address provided by the customer. Packages returned to us because of an address error can be re-shipped at the customer's expense.
8. Lost Packages
A package is considered lost if its tracking shows no movement for 30 consecutive business days, or if it has not been delivered within 30 business days after the end of the estimated delivery window. Lost package claims must be submitted through our contact page within 60 days of the dispatch date. We will open an investigation with the carrier, and once the carrier confirms the package is lost, we will send a free replacement or issue a refund.
9. Packages Marked as Delivered
If your tracking shows your order as delivered but you cannot find it, please: check around your property, mailbox and any safe places; ask neighbours, building staff or household members; and wait 2 business days, as carriers sometimes mark packages as delivered shortly before delivery. If you still cannot find it, contact us within 7 days of the delivery date. We will open an investigation with the carrier. Once a carrier confirms delivery to the address provided at checkout, Primora is not responsible for packages that are lost or stolen after delivery, and we may ask you to provide a signed statement or a police report to support a claim.
10. Customs, Duties and Taxes
Orders shipped across borders may be subject to import duties, taxes or customs fees charged by the destination country. Unless stated otherwise at checkout, any such charges are the responsibility of the recipient. Packages refused because of unpaid customs charges will be treated under Section 9 of our Refund & Returns Policy.
11. Split Shipments
Orders containing multiple items may be shipped in separate packages and may arrive on different days. You will receive tracking information for each package.
12. Risk of Loss
Title and risk of loss for products pass to you upon delivery by the carrier to the shipping address provided at checkout.
13. Contact Us
Questions about your delivery? Send us a message through our contact page with your order number and we'll be happy to help.