FAQ: Order Questions – Primally Pure

Order Questions

I was notified that my order was delivered but I didn’t receive it.

Sometimes packages are scanned under the wrong setting as the mail carrier is loading his or her truck for the day's delivery which triggers the delivered email you received. Typically the package shows up in the mailbox within 24-48 hours, but if you still haven’t received it, please let us know and we’d be happy to assist you.

When can I get tracking information?

Once your order has left our facility, you will receive an email containing tracking information that you can reference to see any updates on its status.

When will I receive my order if it's shipped outside the US?

Timing for international orders can vary. We strive to fulfill and ship orders within 3 days of receipt and use FedEx as our carrier for international orders. Depending on the country and its import regulations, there may be delays due to clearing customs or a duty imposed by the governing authorities for which the recipient is responsible. Also, please note that at this time, we’re unable to ship CBD products internationally due to the current CBD regulations.

Do you offer local pickup?

Yes! Simply select Local Pickup as your delivery option at checkout. Please allow 24 hours for our team to prepare your order.

I need to update my billing or shipping information, or make changes to items in my order.
Please complete the below form and we’ll get back to you as quickly as possible!
My package never arrived.

Please complete the below form and we’ll get back to you as quickly as possible!

My package arrived with incorrect or damaged product.
I need to return, cancel or exchange an item(s).
What is your return policy?

If you are unsatisfied with a product you selected, we are always happy to make recommendations for alternative products! If you would like to process a return or exchange, you may do so within 60 days of your purchase. Orders processed after 60 days, will be given store credit.

My discount code, gift card or store credit is not working.

This could be due to using multiple codes for one order. At this time we are only able to honor one promo code per transaction, which includes subscription orders (a free shipping code is automatically applied at checkout). If you are only using one code, make sure you enter the code in the gift card or discount code“ area on the right hand side of the screen at check out. If you are still experiencing problems, please reach out via the form below and we’d be happy to help you!

How can I utilize your refer a friend program and save?

Thank you for sharing Primally Pure with your friends! Please fill out a form to send your friend(s) an email with a unique link or promo code to be entered at checkout. Your friends order must be at least $50 and subscriptions are not eligible. Once they make their purchase, you will be awarded $10 to use towards your next purchase of $50 or more.

Still need help? Send us a message.