FAQ
Frequently Asked Questions
How can I contact Primal Peak?
You can email us at infoprimalpeak@gmail.com, where our customer service team will be happy to help you with your order, products, shipping, returns, refunds, or any other questions.
Our customer service team typically responds within 1–2 business days.
Do you ship worldwide?
We currently offer shipping within the United States, with availability depending on the product and destination.
Some products may be available for international shipping. If international shipping is available for a particular product, the available shipping options will be displayed during checkout.
Where do you ship from?
Our products may be fulfilled from different warehouses and locations depending on the product, inventory availability, and shipping destination.
Primal Peak works with third-party fulfillment providers, including CJdropshipping, to process and ship certain orders.
Because of this, your order may not necessarily ship from our Everett, Washington business address.
Can I change or cancel my order?
Please contact us as soon as possible if you need to change or cancel your order.
Because we aim to process orders as quickly as possible, we cannot guarantee that changes or cancellations can be made once an order has entered processing, fulfillment, or shipping.
If your order has already shipped, you may need to follow our Return & Refund Policy instead.
What payment methods do you accept?
Available payment methods are displayed during checkout.
We may accept major credit and debit cards, as well as other payment methods supported by Shopify and our payment-processing providers.
When will my order be processed?
Orders are typically processed within 1–5 business days after payment has been successfully received.
We generally process orders Monday through Friday. Orders are not normally processed or shipped on weekends or U.S. federal holidays.
Please allow additional processing time during holidays, promotional events, high-volume sales periods, or unexpected fulfillment delays.
Once your order has been processed and shipped, tracking information will be provided when available.
How long will it take to receive my order?
For orders shipped within the United States, the typical estimated delivery time is 5–15 business days after processing.
Please keep in mind that these are estimates and are not guaranteed delivery dates.
Actual delivery times may vary depending on the product, fulfillment location, shipping method, carrier, destination, weather, holidays, and other circumstances outside our control.
Some products may have different delivery estimates, which will be displayed on the applicable product page or during checkout.
What if I don’t receive my order?
If your order has not arrived within the estimated delivery timeframe, please contact us at infoprimalpeak@gmail.com.
We’ll investigate the shipment with the applicable shipping carrier and fulfillment partner.
If a shipment is confirmed to be lost in transit after investigation, we may provide a replacement, refund, or another appropriate resolution depending on the circumstances.
If tracking shows that your package was delivered, but you cannot locate it, please first check around your property, with household members or neighbors, and with the shipping carrier.
Will I receive tracking information?
Yes. Once your order ships, tracking information will be provided when available.
Please allow approximately 24–72 hours for tracking information to begin updating after the carrier receives or scans your package.
Tracking may not update immediately while your package is moving between fulfillment centers or shipping facilities.
Why did my order arrive in multiple packages?
Some orders may contain products fulfilled from different warehouses or locations.
Because of this, products purchased together may be shipped separately and arrive at different times.
You may receive multiple tracking numbers for a single order.
Will I be charged customs fees or taxes?
For international orders, customs duties, import taxes, brokerage fees, or other charges may apply depending on the destination country.
Unless specifically stated otherwise at checkout, these charges are the customer’s responsibility.
Customs requirements vary by country, and we are not responsible for customs delays or fees imposed by the destination country’s authorities.
How do I return an item?
Eligible products may generally be returned within 30 days of delivery.
Before returning an item, please contact us at:
Please do not send a product back without receiving return instructions from us first.
Products must meet the requirements outlined in our Return & Refund Policy.
Customers are generally responsible for return shipping costs for returns resulting from a change of mind, ordering the wrong item, or other circumstances unrelated to a product defect or fulfillment error.
What if the item I received is defective, damaged, or incorrect?
Please contact us within 7 days of delivery if your product arrives damaged, defective, or incorrect.
Email us at:
Please include:
Your order number
A description of the issue
Clear photographs of the product
Photographs of the packaging and shipping label
Video demonstrating the issue when necessary
Please do not return the product until we provide return instructions.
After reviewing your request, we may offer a replacement, refund, partial refund, or another appropriate resolution.
What if my package is missing an item?
If you received your order but one or more items are missing, please contact us at infoprimalpeak@gmail.com with your order number and details about the missing item.
Because products from the same order may be shipped separately, please check whether the remaining items have their own tracking information before contacting us.
We’ll investigate the shipment and help determine the appropriate resolution.
When will I receive my refund?
Once a refund has been approved and processed, it will generally be credited to your original payment method.
After we process the refund, your bank, credit card company, or payment provider may require additional business days before the funds appear in your account.
The exact timeframe varies depending on your financial institution or payment provider.
If you’ve received confirmation that your refund has been processed but don’t see the funds in your account, we recommend contacting your bank or payment provider first.
Can I return an item if I simply changed my mind?
Eligible unused and unopened products may generally be returned within 30 days of delivery.
Customers are responsible for return shipping costs for change-of-mind returns, incorrect size or color selections, or other reasons unrelated to a product defect or fulfillment error.
The original shipping charge, when applicable, is generally non-refundable.
Are there products that cannot be returned?
Yes. Certain products may not be eligible for return, including personalized or customized products, final-sale items, used or damaged products, and certain hygiene-sensitive products.
Please review our Return & Refund Policy for complete details.
Is my personal information secure?
We take reasonable measures to protect customer information.
Our store uses Shopify and third-party service providers to process payments, fulfill orders, provide shipping services, operate our website, and support other business functions.
For more information about how we collect and use information, please review our Privacy Policy.
Where can I find your store policies?
You can review our policies through the links provided on our website, including:
Privacy Policy
Terms of Service
Shipping Policy
Return & Refund Policy
Legal Notice
Still have questions?
We’re happy to help!
Contact Primal Peak at:
Email: infoprimalpeak@gmail.com
JAG Online Enterprise LLC d/b/a Primal Peak
111 Southeast Everett Mall Way, Building F
Everett, WA 98208
United States
Website: theprimalpeak.com
We typically respond to customer inquiries within 1–2 business days.