Shipping policy
Shipping Terms
We currently ship to customers in the United States, Canada, United Kingdom, Australia and New Zealand.
Every order is prepared for dispatch within 24 hours of being placed, and each item is quality-checked before leaving our facility.
Our direct-to-consumer business model allows us to reduce unnecessary storage, retail and distribution costs. These savings help us keep our prices competitive while offering reliable international delivery.
Shipping Costs & Free Shipping Promotions
Shipping availability and any applicable shipping costs are clearly displayed at checkout before you complete your purchase.
From time to time, we offer free-shipping promotions in the United States, Canada, United Kingdom, Australia and New Zealand. When free shipping is available for your order, it will be applied automatically at checkout — no code is required.
International Delivery
We work with trusted international and local delivery partners, including carriers such as UPS and their regional delivery networks.
Depending on your destination, your order may be transferred to a local carrier for final-mile delivery.
Primeward currently delivers to:
- United States
- Canada
- United Kingdom
- Australia
- New Zealand
Availability may vary for certain remote regions or locations that cannot be serviced by our delivery partners.
Duties, Tariffs & Import Charges
For orders shipped to the United States, Canada, United Kingdom, Australia and New Zealand, you will not be required to pay unexpected import duties, tariffs or customs charges upon delivery.
The amount shown at checkout is the amount you pay to Primeward for your order.
If a carrier or customs authority unexpectedly requests an additional import-related payment for your Primeward order, please do not make the payment before contacting us at info@prime-ward.com. We will review the charge and, where it relates to duties, tariffs or customs fees that we have agreed to cover, arrange an appropriate resolution.
How to Place an Order
Choose the products you would like to purchase and add them to your cart. Once your items are in your cart, you can proceed to checkout at any time.
Before completing payment, you will have the opportunity to review your order, shipping details and total price.
Review Your Order
Before placing your order, please check that the correct products, sizes, colors, quantities and delivery information are displayed.
Customers are responsible for providing a complete and accurate shipping address.
If you notice an error after placing your order, contact us at info@prime-ward.com as soon as possible. We will do our best to make changes before the order enters the shipping process, but changes cannot be guaranteed once an order has been dispatched.
Track Your Order
Once your order has been shipped, you will receive tracking information by email.
Please allow up to 2–3 business days after dispatch for tracking information to become fully active within the carrier's system.
You can use this tracking information to follow your shipment until delivery.
Responsibility for Uncollected or Refused Packages
Customers are responsible for monitoring their tracking information and collecting packages when collection is required by the carrier.
If a package cannot be delivered because it is refused, left uncollected, or because incorrect or incomplete delivery information was provided by the customer, the package may be returned to our logistics or returns facility.
Where permitted by applicable law, a $15 return shipping and handling fee, or the equivalent amount in the customer's transaction currency, may be deducted from the refund to cover costs incurred as a result of the failed delivery.
This does not apply where the failed delivery was caused by Primeward or our delivery partner, or where applicable consumer law provides otherwise.
Package Delivery, Missing Packages & Liability
If tracking shows that your package has been delivered but you cannot locate it, please first check around the delivery location, with household members or neighbors, and contact the carrier using your tracking number.
Please also contact us at info@prime-ward.com so we can assist where appropriate.
A carrier's delivery confirmation may be used as evidence that an order was delivered to the shipping address provided at checkout. However, nothing in this policy limits any rights you may have under applicable consumer protection law if the order was not properly delivered.
If a package is confirmed as lost while still in transit, please contact us so we can investigate the shipment with the carrier and determine the appropriate resolution.
Customers are encouraged to provide a secure delivery location and to use any signature or secure-delivery options offered by the carrier where available.
Cancellation Policy for Orders
If you need to cancel your order, email us at info@prime-ward.com with your order number as soon as possible.
If we receive your cancellation request before your order has been handed over to our delivery partner, we will cancel the order and refund the full amount paid to your original payment method, with no cancellation fee.
Once an order has been handed over to our delivery partner, we may no longer be able to stop or cancel the shipment.
This does not affect any cancellation, return, refund or other consumer rights you may have under the laws applicable in your country. Once the order arrives, eligible returns can be made in accordance with our Return Policy and any mandatory consumer rights that apply.
Delivery Times
Estimated delivery time for the United States, Canada, United Kingdom, Australia and New Zealand is generally:
8–12 business days
During high-volume periods, holidays, carrier disruptions or customs processing, delivery may take up to approximately 14 business days.
Delivery times are estimates rather than guaranteed delivery dates unless expressly stated otherwise at checkout.
If your shipment experiences a significant delay, please contact us at info@prime-ward.com and we will assist you.