FAQs
FAQ
What countries do you ship to?
We currently ship within the United States. Expansion plans are in progress!
How much does shipping cost?
Enjoy free shipping on all orders—no hidden fees!
How long does order processing take?
Orders are processed within 1-2 business days (Monday to Friday). Orders placed before 10:00 PM (PST) will be processed within this timeframe.
How long does shipping take?
Expect delivery within 4-6 business days after processing. Total estimated time: 5-8 business days from purchase.
Which couriers do you use?
We ship via DHL & FedEx for reliable and secure delivery.
Are shipments insured?
Yes! All shipments are insured against loss or damage—contact us if any issue arises.
Do you use eco-friendly packaging?
Yes, we prioritize sustainability with environmentally friendly packaging.
ORDER TRACKING
How do I track my order?
Once your order ships, you'll receive an email with:
- Carrier details
- Tracking number
Track it via our website's tracking portal.
Need help tracking your order?
Our support team is here to assist—visit our Contact Page.
MISSING ITEMS & DAMAGES
What if an item is missing?
Contact us within 7 days of delivery at support@theprimemoments.com. We’ll investigate and either replace or refund the item.
What if my item is damaged or defective?
Inspect your order upon receipt and reach out to us immediately with a video of the issue for a quick resolution.
RETURNS & REFUNDS
How do I return an item?
- Contact support@theprimemoments.com with your order number and return reason.
- Receive return authorization & instructions.
- Securely pack your item in its original packaging.
- Print & attach the prepaid return shipping label.
- Drop it off at the nearest courier location.
What is your return policy?
- 30-day return window from delivery.
- Items must be unworn, unwashed, and unused in original packaging.
- Proof of purchase is required.
Is there a return cost?
- Defective items: Free return shipping.
- Customer remorse: Free return shipping.
How long does it take to receive a refund?
Refunds are processed within 5 business days after we receive and inspect the returned item.
What if I haven’t received my refund?
- Check your bank account.
- Contact your credit card issuer for possible processing delays.
- Still no refund? Reach out to us at support@theprimemoments.com.
ADDITIONAL INFORMATION
How will I know if my return has been processed?
You’ll receive an email confirmation once your return is inspected. If approved, your refund will be processed within 10 days.
Need more help? Contact our support team at support@theprimemoments.com.
CONTACT INFORMATION
🛒Trade Name: The Prime Moments
📞Phone: +18009613508
📧Email: support@theprimemoments.com
🏡Address: 9000 S Las Vegas Blvd 2080, Las Vegas NV 89123, United States