PRIMALIGHT – Frequently Asked Questions

Where do you ship from?
All PRIMALIGHT products are manufactured and shipped from international production facilities. This allows us to maintain consistent quality while offering competitive pricing.

How are your products made?
Each item is made to order. Once you place an order, your product is individually produced, quality-checked, and prepared for shipment. This process reduces waste and ensures each item meets our standards.

How long does processing take?
Orders require 2–5 business days for production before they are shipped.

How long does shipping take?
Estimated delivery times are 7–15 business days depending on the destination. Delays may occur during peak periods or due to customs.

Why is my order not shipped immediately?
All products are made on demand. Production begins only after your order is placed, which is why there is a short processing period before shipping.

How can I track my order?
Once your order has been shipped, you will receive a tracking number via email. You can use this to monitor your delivery.

Can I change or cancel my order?
Orders can be modified or canceled within 12 hours of purchase. After this time, production may have already started and changes may not be possible.

What if I entered the wrong address?
Please contact us immediately. If your order has not yet shipped, we can update the address. We are not responsible for orders shipped to incorrect addresses provided at checkout.

What if my item arrives damaged or defective?
If your item arrives damaged or defective, contact us within 5 days of delivery with photos. We will arrange a replacement or refund.

Do you accept returns?
Due to the made-to-order nature of our products, returns are only accepted for defective or damaged items. We do not accept returns for change of mind.

What payment methods do you accept?
We currently accept payments via PayPal. We are actively working on enabling credit and debit card payments and will make them available as soon as possible.

Is my payment information secure?
Yes. We use industry-standard encryption to ensure your payment information is protected.

How can I contact you?
You can contact us at info@primalightstore.com. We aim to respond within 24–48 hours.