Shipping policy
Order Processing
Please allow up to 6 business days to process your order before shipment. Once your order has been dispatched, you will receive an email confirmation with your tracking number within 7–10 business days.
Please note: Processing times may be extended during high-volume periods (such as product launches, holidays, or sales).
International Shipping
We currently offer free worldwide shipping on all orders.
Estimated delivery time: 10–25 business days after dispatch (depending on destination and customs).
Once your package leaves our facility, delivery times may vary based on your country's customs process and local postal services.
⚠️ Import Duties, Taxes & Customs Refusals
Your order may be subject to import duties, taxes, or VAT upon arrival in your destination country (especially for orders outside the EU/USA). These fees are not covered by PrimeStoq and remain the customer's responsibility.
Important: If you refuse to pay the customs duties upon delivery:
- The package will be returned to us or destroyed by the courier.
- In this case, we will not refund the shipping costs.
- We will deduct a restocking fee of up to 50% of the order amount (or the cost of return shipping, whichever is higher) from your refund.
- If the package is abandoned or destroyed by customs due to non-payment, no refund will be issued.
Refunds, Returns & Exchanges
We accept returns within 30 days after delivery, provided the item is unused, undamaged, and in its original packaging. Unapproved returns sent without prior authorization will not be accepted.
To start a return, please contact us at info@primestoq.com. If your return is approved, we will inspect the item upon arrival and issue a refund minus a restocking fee of up to 50% of the order amount, depending on the item's condition, missing components, packaging damage, or signs of use.
The customer is responsible for the return shipping cost, unless the product was received defective or incorrect. All returns must be shipped with a tracked and insured service, and the tracking number must be provided to us. Returns without tracking cannot be accepted or processed.
Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@primestoq.com. Include your order number and clear photos of the item's condition. We handle these cases individually and always strive to provide a satisfactory solution (refund or replacement).
Customer Support
If you have any questions about your order, shipping, or returns, please reach out to us anytime at: