FAQ

I HAVE NOT RECEIVED MY ITEM, WHERE'S MY PACKAGE?

At PRIMAL GUARDIAN, we ship all of our items in a very timely manner. Your item will typically be shipped under 24-48 working hours and a tracking number will be provided. However, with all carriers, there may be a possibility that your item ends up lost or delivered to the wrong person. After checking tracking and it shows delivered, we suggest contact the carrier first to confirm delivery and ask your neighbors to see if your item has been delivered to them by accident. If you still have no luck with locating your package, please Contact Us. We will file for an investigation with the carriers to locate your package, and then file a claim after that. Once we come to a resolution from the claim, we will either refund the item or send you a replacement provided that the item is available.

HOW DO I PROCESS A RETURN OR EXCHANGE?

You can simply access you order section to complete your return or exchange needs. please visit Returns & Exchange Policy for further details.

HOW DOES YOUR STORE CREDIT WORK?

Store credit is a credit balance that's stored on your user account, it never expires, and you can apply at each check out anytime at any amount you wish to apply. Upon return or exchange you can opt to receive store credit for Free Return (if order under $49) or keep rewards earned on that returning order (if order over $49).

WILL I BE CHARGED SALES TAX ON MY ORDER?

There will be no sales tax on out of state orders, CA resident please add 9.25%.

HOW DO I CANCEL OR CHANGE MY ORDER?

If you have changed your mind about your order and would like to make changes or cancel before we processed your shipment, please simply Contact Us as soon as possible so we have time to change or cancel it. Once package leaves our shipping logistic distribution center, we will have very little or no control over it.

WHEN WILL I RECEIVE MY ORDER?

Occasionally a product is not available for immediate shipping (the last item in stock may be damaged or defective or our inventory numbers are incorrect). In this case, we will notify you via email that the item is backordered and you will have the option to cancel. We will make every effort to fulfill the order as soon as possible. Please note that although we do our best to update the availability of our products on the site, at times it may be incorrect. We suggest that if you need to know if it is in stock at the moment that you either call us or email us for confirmation. If your order is received by 3:30 P.M. PST, Monday through Friday, and you requested either USPS or UPS it will be processed the SAME business day! All other requested special orders placed after 3:30 P.M. PST Monday through Friday will be processed the NEXT business day.

HOW DO I KNOW YOU RECEIVED MY ORDER?

After you submit your order, we will send you an e-mail confirming your order was received. You will be sent another e-mail when your order has shipped. Or you can track the shipment in your My Account.

DO I HAVE TO CREATE AN ACCOUNT TO SHOP AT PRIMAL GUARDIAN.COM,?

No you can check out with guest account, but in order to maximize your shopping experiences it is necessary for you to create an account with us. Creating an account on PRIMAL GUARDIAN, will allow you to view your shipment status, order directly online, process returns with pre-paid label, track return, check refund status, and among other benefits.

IS THE INFORMATION I SUBMIT ABSOLUTELY SECURE?

YES!! Your information is definitely secure with primalguardian.com. Your transactions are processed through our secure server. Credit card transactions are processed securely by VeriSign. Also see our Privacy Policy.

WHAT FORMS OF PAYMENT DOES PRIMAL GUARDIAN ACCEPT?

We accept all forms of payment: Visa, MasterCard, Discover, American Express, Debit Cards, Paypal, Amazon Payment. We currently do not accept COD, personal checks, money orders, cashier checks, and bank wires.

WHAT KIND OF INFORMATION DOES PRIMAL GUARDIAN COLLECT?

We collect information -- such as your name, email address, mailing address, phone number, and credit card number -- that you provide to us when you place an order, and when you save your info with us or participate in a contest, promotion, or survey. We also maintain a record of your product interests and purchases.

HOW DOES PRIMAL GUARDIAN USE MY INFORMATION?

When you make a purchase by creating an account with PRIMAL GUARDIAN, we use the information you provide us to process your order. We will also send you an email message confirming that your order has been received and another to let you know when it has been shipped. Additionally, we may need to contact you via phone, postal mail, or email if we have other questions regarding your order. Any information collected is only for the use of PRIMAL GUARDIAN.com to research market trends and reactions so we can better serve you.

HOW DOES PRIMAL GUARDIAN PROTECT CHILDREN'S PRIVACY?

We at PRIMAL GUARDIAN understand your concerns regarding your children's access to the Internet and the Internet's access to your children. We, too, are concerned about children's safety online. Consistent with the Children's Online Privacy Protection Act of 1998, we will never knowingly request personally identifiable information from anyone under the age of 13 without prior, verifiable parental consent. If we become aware that an individual who has joined our email list or who has saved information with our websites is under the age of 13, we will remove his or her personally identifiable information from our files.

DOES PRIMAL GUARDIAN.COM SHARE MY INFORMATION WITH THIRD PARTIES?

The only other party that we share customer information with is our fulfillment center. We provide to them the information necessary to ship your orders such as your name, address, and phone number. This information is used only for the purpose in fulfilling the orders. Except as described above, we do not rent, sell, or share any information we collect to or with any unaffiliated third party.

HOW DO I ACCESS MY INFORMATION? HOW DO I CHANGE OR DELETE MY INFORMATION?

You can review, update, or delete the personal information you provide to us through our website. To access your information online, simply click the My Account link; it appears on every page. Follow the instructions, and you'll be able to edit your personal information.

WHAT ARE COOKIES? HOW AND WHY DOES PRIMALGUARDIAN.COM USE COOKIES ON ITS SITE?

A cookie is a small data file that websites often store on your computer's hard drive when you visit. A cookie may contain information, such as a unique user ID, which is used to track the pages you've visited. We use cookies, but we do not store personally identifiable information in your cookie. We use cookies in order to improve your shopping experience. Cookies enable us to keep track of your order as you shop on our site. They also allow us to recognize customers who have saved their info with us when they visit, and to provide those customers with their account information. If you save your information with PRIMALGUARDIAN.com or order from our site, we use cookies to monitor and maintain information about how you use our site and what you buy. If you have not saved your info with us or ordered from us, we may monitor and maintain information about your use of our website in a manner that does not identify you. In either case, this information helps us serve you better by improving our site design, as well as our products, services, contests, and promotions. You can refuse cookies by turning them off in your Web browser. However, if you turn off cookies, we will not be able to place more than one item in your shopping cart. Nor will we be able to recognize you as a customer who has saved your info with us, so you will be unable to access (or change or delete) your account information.

HOW DOES PRIMAL GUARDIAN MAKE SURE MY ORDER INFORMATION IS SECURE?

Protecting your order information is our priority. We use at least 128-bit Secure Sockets Layer (SSL) technology to ensure the security of your online order information.

WHAT ABOUT LINKS TO OTHER WEBSITES AND SERVICES?

PRIMAL GUARDIAN may contain links to other sites that are not under our control. These websites have their own policies regarding privacy, and you should review those policies before visiting these sites. We has no responsibility for linked websites and provides these links solely for the convenience and information of our visitors.