Prime Depot Shop strives to ensure that our customers are 100% satisfied with their purchase; however, we understand that there may be a need to request a return or exchange. Under our Lifetime Guarantee of Satisfaction, items that we sell are guaranteed for their normal life under standard non-commercial use. In the unfortunate event that you need to return an item, please refer to the applicable section below for instructions on how to return or exchange your item.
Return Form
Please include a copy of the return form you received with your shipment. If you do not have a return form, please click the button below to print one and include it with your return package.
Returns
If you elect to receive a refund on your return, please fill out the Return Form, located on the back of the packing slip that was included in your order. If you no longer have your Return Form, please print one using the link above or include the following information in your return package:
– Name
– Billing Address
– Billing phone number
– Order number
– Item you are returning
– Reason for the return
If you are unable to provide the above information, please reach out to Customer Service Monday – Friday 8AM – 1AM EST, and Saturday & Sunday 8am – 11pm EST to provide the information necessary to identify your order details
| Exchange | Credit | Return Charges | |
| Order less than 1 year old | A replacement order can be shipped to you. Any price difference will be refunded via your original form of payment. An exchange for an item of greater value will require additional payment.* | Your Original form of payment will be refunded (less shipping and service) | $13.95 for using our label |
| Orders older than 1 year old | A replacement order can be shipped to you. Any price difference will be refunded via gift certificate. An exchange for an item of greater value will require additional payment.* | Your credit will be issued by Prime Depot Shop gift certificate (less shipping and service) | $13.95 for using our label |
| Gift Recipient | A replacement order can be shipped to you. Any price difference will be refunded via gift certificate. An exchange for an item of greater value will require additional payment.* | Your credit will be issued by Prime Depot Shop gift certificate (less shipping and service) | $13.95 for using our label |
Australia Customers
Return and Exchange Processing Time
Effective 01/14/2023
All New York Store returns must be mailed to our Ohio Operations Center.
To initiate a return for an item that was purchased at the New York Store, please click here for your US customer return label, and complete the form as instructed. Please enter New York Store in the field labeled Order Number. If you are unsure of the item number, please enter a description of the item. Please also click here to download and include a copy of the return form and complete the form as instructed.
- Proof of purchase, receipt or copy of statement showing charge, MUST be included for the return to be processed.
- Primer reserves the right to deny returns/refunds on items where proof of purchase is not included. Items returned to Prime without proof of purchase may be considered forfeited as we are only able to hold on to returned items for 30 days. In the event we can return items not deemed as ours, customers will be responsible for return shipping charges.
- Prime will waive the return fee for items purchased at the New York Store only.
- For returns under a year old, refunds will be in the form of a check.
- Returns over a year old will be refunded in the form of a gift certificate.
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The products we offer are as unique as our name and our merchandise is backed by our Lifetime Guarantee of Satisfaction. Learn More
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The affiliated, independent Prime Depot Shop Institute was created in 1983 to rigorously research, test and rate products to make the Best products available to our customers. Learn More
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