Shipping policy

Shipping & Delivery Policy

Last updated: 8 June 2026

At PrimeMode we work with multiple fulfilment centres so your order can ship from the location best placed to reach you. Below is everything you need to know about processing times, delivery, shipping costs, customs, and tracking. If you have any questions, email us at info@getprimemode.com.

1. Order Processing

All orders are processed within 1–3 business days of payment confirmation. We will email you once your order has been processed and is on its way.

  • Orders placed Monday to Friday are processed the same or next business day where possible.
  • Orders placed on weekends or public holidays begin processing on the next business day.
  • During busy periods — such as sales, product launches, or major holidays — processing may take a little longer, and we will keep you informed.

2. Where We Ship From and Where We Ship To

We hold stock in several fulfilment centres, including locations in the United States, Europe, and Asia. To get your order to you as efficiently as possible, each order ships from whichever location has your items in stock at the time you order. This means orders to the same country may occasionally ship from different locations.

We ship to the countries available to select at checkout, including the United Kingdom, United States, Australia, Canada, Ireland, and New Zealand. If your country is not available to select at checkout, we do not currently ship there.

3. Delivery Timeframes

Once your order has been dispatched, estimated delivery is 7–12 working days (Monday to Friday, excluding public holidays), depending on your location and the fulfilment centre your order ships from. Delivery times are counted from the date of dispatch, not the date you place your order; adding processing time, most orders arrive within roughly 8 to 15 business days of being placed.

Delivery estimates are provided in good faith but are not guaranteed, as carrier delays, weather, and customs processing can affect transit times. Nothing in this policy affects your statutory rights — for example, where the consumer law of your country entitles you to cancel an order that is significantly delayed or not delivered within the legally required period (in the UK and EU, generally within 30 days unless another timeframe was agreed), that right still applies.

4. Shipping Costs

Your shipping cost depends on your order and is always shown in full at checkout before you pay, so you will see exactly what you are charged — including £0 / $0 when shipping is free.

  • Free shipping may apply through a current promotion, when your order reaches a qualifying value, or on subscription orders.
  • Paid shipping options may be offered where you want faster, insured, or otherwise upgraded delivery.

Whatever applies to your order, the exact amount (free or paid) is displayed at checkout before you complete your purchase.

5. Customs, Duties & Import Taxes

For most orders, you will not have anything extra to pay when your parcel is delivered, and any taxes that apply to your order are shown at checkout.

However, because we ship from more than one location (the US, Europe, and Asia) and import rules differ from country to country, in some cases your local customs authority may apply import duties, VAT, or GST to your order. Where this happens, those charges are set by your country’s customs authority, are outside our control, and are the responsibility of the recipient. The amount you pay us is always shown at checkout. If you are unsure whether import charges might apply where you live, we recommend checking with your local customs authority before ordering.

6. Order Tracking & Notifications

Once your order ships, we will email you a shipping confirmation with a tracking number. A few things to expect:

  • Tracking links usually become active within 24–48 hours of dispatch.
  • If your tracking has not updated after 48 hours, contact us at info@getprimemode.com and we will look into it.
  • If you have not received your confirmation email, please check your spam or promotions folder.

7. Shipping Delays

We do everything we reasonably can to meet our delivery estimates, but some delays are outside our control. To the extent permitted by the consumer law that applies to you, we are not liable for delays caused by:

  • carrier disruptions or service outages;
  • severe weather or other events beyond our control;
  • customs or import processing on international orders; or
  • incorrect or incomplete delivery information provided at checkout.

This does not affect the statutory rights described in Section 3.

8. Shipping Address Accuracy

Please double-check your shipping address and contact details before completing checkout. We are not responsible for orders delayed or delivered to the wrong place because of an incorrect or incomplete address provided at the time of purchase. If you notice a mistake after ordering, contact us immediately at info@getprimemode.com and we will do our best to correct it before the order ships, though we cannot guarantee this once an order is in processing.

9. Lost or Damaged Packages

If your order arrives damaged, or you believe it has been lost in transit, please contact us at info@getprimemode.com with your order number and, for damage, a photo of the item and packaging. We will work with you to put it right — whether that is a replacement or a refund — in line with our Refunds & Returns policy and your statutory consumer rights. Please note that our Lewes, Delaware address is a mailing address only and cannot receive parcels or returns.

10. Questions About Your Order?

Our support team is here to help. You can track your order any time using the link in your shipping email or our Track Your Order page, or reach us directly:

Email: info@getprimemode.com

* These statements have not been evaluated by the U.S. Food and Drug Administration or any equivalent regulator in the countries where our products are sold. These products are not intended to diagnose, treat, cure, or prevent any disease. Individual results may vary.