General Shipping Information

Order Processing Time & Cut Off Time

There is a 24-48 hour maximum processing time for all orders regardless of shipping method selected. However, we are working to get your order shipped out as soon as possible. Orders placed by 2:00PM EST are usually (but not guaranteed to be) processed the same day.

For USPS orders, any shipping confirmations received between Friday-Sunday, those packages may not leave our warehouse until the following business day. Furthermore, any orders placed after 2:00 PM EST on Friday through Sunday and shipped via FedEx will also not be picked up by the postal carrier until the next business day.

If you receive a shipping confirmation between Friday and Sunday, please be aware that your package has been packed and dropped off at the courier but may not be processed and shipped by the courier until the courier’s next day of business. Thank you for your understanding.

Please Note: We may not process orders on major holidays! Your order will continue processing the following business day. All shipping time frames are counted in business days.

USPS (United States Postal Service) 

The U.S. Postal Service delivers packages Monday-Saturday. This should be taken into consideration when estimating delivery dates. Tracking will be available through the USPS website. Expedited Shipping timeframes provided by USPS are not guaranteed by Primal Vape Co and may take up to 2 to 5 days in transit once processed and shipped. APO/DPO/FPO/Other Military Addresses may take up to 14 Days in transit.

FedEx 

Cut-off Time: Any orders placed after 2:00 PM EST with FedEx shipping methods will not go out until the next business day.

Depending on the method selected as well as your zone, FedEx delivery days may vary. Please note that estimated times below reflect the time once a package has been received by FedEx, and are independent of our normal order processing times. Tracking is available through the FedEx website. All shipping methods are guaranteed by FedEx. Claims and issues that arise through the use of FedEx must be resolved through and by FedEx.

Pick-Up Day is considered Day 0 and is in addition to estimated transit times

FEDEX Ground® 2-5 business days
FEDEX SmartPost® 2-7 business days
FEDEX Express Saver® 2-3 business days
FEDEX 2Day® 2 business days
FEDEX Standard Overnight® Delivery by 3PM the next business day to most areas, and by 8PM to residences. Certain areas of Alaska and Hawaii are excluded.

Please Note: Primal Vape Co does not ship to any P.O. Box regardless of the situation. Inputting a P.O. Box will result in delays and additional fees.

*Domestic Orders: 

International Orders: 

Please note that all prices listed are in USD and will not be automatically converted into your local currency upon checkout. Primal Vape Co is not responsible for any conversion fees associated with international orders.

International buyers should contact their local custom authorities for any information on duty and taxes, all duties and taxes are the responsibility of the buyers.

*Some brands are not allowed to ship outside of the United States due to manufacturer restrictions.
*We currently do not ship to Russia, Ukraine, Brazil, Singapore, Indonesia, India, Malaysia, and many more. (If you do not see your country during checkout process, we are unable to ship to that country)

Order Tracking:

While we strive to offer the most expedient and reliable service, Primal Vape Co does not and cannot guarantee transit and delivery times. After placing your order, your tracking number will be sent to the email address specified to your account. Tracking information may also be accessed by visiting (https://www.primalvape.co/my-account/orders/) after logging in.

Due to the high volume of packages that USPS receives, please keep in mind that tracking information may not be updated within several days. Tracking information may not be updated until your package has reached your local USPS sort facility, transit location, or post office. While USPS offers reliable and expedient service, errors and delays may occur. Errors and delays caused by or as a result of USPS are not the responsibility of Primal Vape Co and must be resolved by contacting USPS (see contact information below).

Lost & Undelivered Packages:

Lost or undelivered packages are not the responsibility of Primal Vape Co, and any issues arising from packages/shipments not received must be resolved with the postal carrier in use. Primal Vape Co strives in the upkeep and resolution of such matters, and any erroneous shipping issues must be reported within 24 hours of the last tracking update.

Please note that erroneous and incomplete address submissions inputted by the user will cause delays, returns, and other issues that will impact the successful shipping of your order. Primal Vape Co is not responsible for any and all costs associated with erroneous and incorrect address submissions inputted by the user.

USPS® Customer Service
Call 1-800-ASK-USPS® (1-800-275-8777) to file a claim
Hours of Operation
Monday – Friday 8 AM – 8:30 PM ET
Saturday 8 AM – 6 PM ET

FEDEX®
All shipping methods guaranteed*
Call 1-800-463-3339 (1-800-GoFedEx) to file a claim

Missing and Incorrect Items: 
If you are missing or have one or more incorrect items in regards to your order, contact us at 855-690-0224 or send us an email with your order number here: Click Here To Email Us within 72 hours of order delivery. Please include a clear picture of the packing slip. Once your order has been reviewed, missing items will be shipped out. A return label will be provided for incorrectly shipped items if necessary.

Damaged in Transit: 
If you receive your order with damaged items, you must contact us at 855-690-0224 or email us here: Click Here To Email Us within 36 hours of delivery. Once your claim has been submitted, reviewed, and approved, we will reship the affected items. If you have not contacted us within 36 hours of delivery, a claim must be filed with the appropriate shipping courier.

Backordered Items: 
If an item that you have ordered is backordered, we will attempt to contact you via the phone number and email provided in your order. If no response is given within 24 hours, we will process and ship the in stock items in your order and a refund will be issued in the amount of the total backordered items. You may always request store credit if an issue has not yet been refunded for the backordered items.

Canceling and Altering Orders: 
Due to the volume of orders Primal Vape Co receives and in our efforts to provide the most expedient service to our customers, once an order has been placed and is processing we are unable to alter or change any order.

Delayed Orders: 
Orders may be delayed depending on time placed (please refer to Order Processing Time & Cut-Off Time above) as well as conflict with holidays and other events. Primal Vape Co observes all major national holidays of the United States of America and orders placed immediately before or after those days may be delayed. Shipping Couriers may also observe additional holidays upon which additional shipping delays may occur during those times.

Orders may also be reviewed to ensure security and accuracy. If your order is under review, you will be contacted within the same day.

Please Note: Sales tax of 8.00% is charged to all New York residents.
 

Refund Policy 

If you would like to return a product for exchange, replacement, or refund, please email our customer support by phone: 1-855-690-0224 or by email: Click Here To Email Us for a return request. Please provide as many details as possible, including ORDER #, Full Name, Address, Phone Number, and REASON for the return. If the return is approved you will get further directions on shipping the package back to us. 

Note: If utilizing an approved Prepaid Card, Primal Vape Co will attempt to refund the payment method within the scope of our refund policy. Primal Vape Co is not responsible for refunds to a Prepaid Card in the event that the cardholder no longer has possession of the Prepaid Card utilized in the transaction. 

Any Cosmetic Damage From the Manufacturer Must Be Reported Within 48 Hours of Delivery! 

Please note that we may request for you to email/send pictures of damaged or defective merchandise prior to sending the items back. We may also email you with troubleshooting steps in an attempt to save you the time of returning the items.

You may return UNOPENED and UNUSED items for a full refund within 45 days of purchase. You may not return opened cartridges or other consumable products for hygienic reasons and therefore it is NON REFUNDABLE. Rechargeable batteries are NON REFUNDABLE if opened or used. You may return an e-liquid if the level of the liquid is above the top of the label when the bottle is resting on a level surface. This allows for one tank of the liquid to be tested.

If you are returning a product for a refund, we may charge a 15% restocking fee if the original product is not in brand new condition, and the original packaging you are returning is defective, you will not be charged a restocking fee.

Promotional Term & Conditions: When a promotional item included in the original transaction is not returned, the value of the promotional item will be deducted from the refund amount.

You will be responsible for shipping charges to us. Shipping charges are NON REFUNDABLE.

If you decide to return a product and originally received free shipping, you will be responsible for the shipping cost associated with initial delivery. For example, if you received free shipping, but it cost us $5.99 to ship the product to you, we will deduct $5.99 from your refund. This may be higher or lower depending on the weight. ALL SHIPPING COSTS ARE NON REFUNDABLE.

Since quantities may be limited, you can expedite an exchange by placing a new order and returning the unwanted merchandise. This will be at your cost and once the unwanted item has returned to us, we will refund you for the items.

Used items must be cleaned for a return or exchange. If you send merchandise that is not cleaned, it will be returned at your expense.

Here are the steps you will want to take: 

1. Repackage the item including all original parts, packing material, instructions, etc. Within reason, this means that everything must be retuned exactly as it was sent to you. Poor repackaging or the return of damaged merchandise could result in refusal of your return and loss of any refund or replacement item. Items MUST not have any damage/have been used. DO NOT send items back in regular envelop, this is not sufficient packaging and can cause items to be lost in the mail as the envelops fail. Padded envelops are a must and are provided free of charge by USPS if sending Priority Mail. If the device is defective and you are sending it back for an exchange you will only need to send back the defective pieces and anything that may be causing the item not to work.

2. Contact Primal Vape Co via the Contact page to inquire about submitting a RMA. You will be assigned a ticket number, which will also be your RMA #. Please get approval from the agent to send the item back before submitting it. We may email you after you submit the Return in any attempts of troubleshooting.

3. Include a copy of the original Packing List in the package, and indicate whether you would like to be refunded for the item, or a replacement sent out.

4. Ship the item at your expense ( And include the receipt for the shipping. If item is deemed faulty, shipping will be refunded after we have received the item) and your choice of carrier to:

Primal Vape Co / Elite Vapor LLC
Attn: Returns
RMA # (see email)
343 Walnut St.
Lockport, NY 14094

5. If you are to receive a refund, it will be issued by Elite Vapor LLC when the returned item has been received in satisfactory condition. Refunds will be processed within 10 business days of receiving the items. Any expenses incurred by us, such as free shipping, will be deducted from the total refund. The refund will be applied directly to the method that was used to make a purchase.

6. Usually refunds can take up to 4 business days to completely process after the process has been initiated. If you have any questions on our return/refund process, feel free to use the Contact Page.

We check all information on our website very carefully. However, an occasional error may occur, or manufacturers might update information we are unaware of. We reserve the right to correct inaccurate information and are not responsible for typographical errors.

Price Adjustment Disclaimer:
Primal Vape Co will honor price adjustment within 14 days from the date of purchase with proof of purchase. Holiday specials, promotional sales, and clearance sales may be exempt. Price adjustment will be issued via store credit.