This page covers everything related to getting our products to you and what happens if they need to come back. Email maxine@primaground.com with any question that isn’t answered here.
1. Order processing
Orders placed before 2pm Mountain Time, Monday through Friday, ship the same business day from our fulfillment partner in Salt Lake City. Orders placed after the cutoff or on weekends ship the next business day. We do not ship on US federal holidays.
2. United States shipping
2.1 Standard ground
- Free on orders of $60 or more.
- $7 flat on orders under $60.
- USPS Ground Advantage or UPS Ground. 3–7 business days to most US addresses; 5–10 days to AK/HI.
2.2 Expedited
- $18 flat — UPS 2-Day to all 48 contiguous states.
- $32 flat — UPS Next Day Air to most addresses.
2.3 PO boxes & APO/FPO/DPO
We ship to all PO boxes via USPS Ground Advantage. APO, FPO, and DPO military addresses ship via USPS Priority Mail at standard rates.
3. International shipping
We currently ship to Canada, the United Kingdom, the European Union, Australia, and New Zealand. International shipping is calculated at checkout and ranges from $18–$45 USD depending on weight and destination. Estimated delivery is 7–21 business days from ship date.
International customers are responsible for any import duties, taxes, or customs fees levied by the destination country. These are not included in our shipping charges and are paid directly to the carrier or customs office on delivery.
4. Tracking
Every order receives a tracking number by email within 24 hours of shipment. You can also check status from your account page. If your package is showing as delivered but you cannot find it, please wait 24 hours (carriers occasionally mark before actual delivery) and then contact us.
5. Returns
5.1 Unopened product (30-day window)
Unopened, undamaged product can be returned within 30 days of delivery for a full refund less return shipping. Email maxine@primaground.com to start a return; we’ll send a prepaid label and deduct the cost ($7 standard) from your refund.
5.2 Opened product
If you have opened a product and don’t feel it’s right for you, contact us within 30 days. We will issue a refund or send a replacement of a different SKU. You do not need to return the opened product.
This is a single-bottle, one-time courtesy per customer per product — we cannot extend it to refill subscribers who have already received multiple shipments of the same SKU.
6. Refunds
Refunds are issued to the original payment method within 3 business days of our receipt of the returned product (or, for opened-product returns, within 3 business days of approval). Depending on your bank, refunds typically appear on your statement within 5–10 business days.
Original shipping charges are not refundable except where the return is due to our error (see Section 7).
7. Damaged, defective, or wrong items
If your order arrives damaged, defective, or with the wrong item, email us within 7 days of delivery with a photo. We will ship a replacement at our expense or issue a full refund including shipping — whichever you prefer. You do not need to return the original product in most cases.
8. Refills and subscriptions
You can pause, skip, change cadence, or cancel any active subscription at any time from your account dashboard or by emailing maxine@primaground.com. Changes made at least 48 hours before your scheduled shipment apply immediately. Changes made within 48 hours apply to the following shipment.
If you receive a refill you did not want and have not yet opened, send it back within 14 days and we’ll refund the full amount including the return shipping. This applies to refill subscribers only; standard returns (Section 5) apply to one-time orders.