We did our best to answer all the common questions below, but please feel free to contact us if you have any additional questions or comments.
ORDERS AND SHIPPING
HOW LONG UNTIL I GET MY ITEM?
Our normal shipping times are usually 5-20 business days, but this varies based on the destination. Please note that in some instances shipping times can take longer due to delays in Customs and the local post/courier. See the Shipping Policy page for more details about shipping times and rates.
Please note that due to Covid-19 (Coronavirus) shipping times to certain locations may be affected due to stricter processes and shortage of postal and customs staff by the receiving countries.
WHAT IS ROUTE/ROUTE+ TRACKING AND SHIPPING PROTECTION?
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the experience:
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.
Purchased Route+ and need to file a claim? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers, dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
WHERE IS MY ORDER?
Download Route’s mobile app for iOS from the App Store to visually track your package and receive real-time notifications on its estimated delivery.
WHAT IF MY ORDER NEVER ARRIVES OR IS STOLEN?
To protect your order against loss or theft, add Route+ package protection at checkout.
When you add Route+, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
WHAT DO I GET WHEN I INSURE MY ORDER WITH ROUTE+?
Route+ is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
HOW DO I FILE A CLAIM FOR MY LOST, STOLEN OR DAMAGED ORDER?
If you insured your order with Route+ at checkout, you will receive a confirmation email from Route with a link to file a claim. You can also file a claim here: https://claims.route.com/.
Note: Make sure to have the Order ID we sent you or the Route Order ID ready to use with the claim form.
DOES ROUTE+ COVER STOLEN ITEMS?
Yes! When you insure your orders with Route+, stolen items are eligible for reorders or refunds.
IS ROUTE A LICENSED INSURANCE COMPANY?
Yes. Route is a licensed insurance company with the biggest name in shipping insurance as its partner, Lloyds of London.
WHY IS MY SHIPPING STATUS NOT UPDATING?
In some instances a tracking number may be enabled for tracking 5-7 days after it is issued (but don't worry, once the number is issued, even if it is not enabled yet, the package is already making its way to you). Every stage of the shipping process is updated in the tracking system once it is finished. Some stages may take longer than others - such as the transport itself, or customs clearance. During these stages the shipping status will not update, and will change only once the stage is complete.
If you feel that your order is being delayed more than it should be, please don't hesitate to contact us.
I NEED TO MODIFY/CANCEL MY ORDER - WHAT DO I DO?
Please note that we are only able to make changes or cancellations to your order if it has NOT been fulfilled yet. If you want to change anything in your order, please contact us via email (firstname.lastname@example.org) within 24 hours after placing your order. If the order has already been shipped out, we unfortunately can no longer make modifications to your order. Please note that some orders are shipped out less than 24 hours after the order is placed.
If you wish to cancel your order and it has already been fulfilled, you may return it once you get it as per our Refund Policy.
HOW DO I KNOW MY ORDER HAS BEEN CONFIRMED?
Shortly after you place your order you will receive an order confirmation via email containing the details of your order. In this mail, you will be provided with a unique order number, and a list of the item(s) you have ordered. If you did not receive this email, please check your spam folder and contact us if necessary at email@example.com
DO YOU SHIP INTERNATIONALLY?
Yes we do. We ship almost anywhere in the world, except to the few countries to which shipping is very expensive or takes too long. If you are unsure regarding your country, please contact us for more details.
HOW MUCH IS SHIPPING TO MY COUNTRY?
Shipping costs vary depending on the product and destination, but generally shipping costs range from $4.95-$9.95 USD. In any case, the shipping cost for your order will be displayed in the Checkout page before you complete your order. Please see our Shipping Policy page for details about shipping rates.
However, keep an eye out for our FREE WORLDWIDE SHIPPING promotions we hold every once in a while!
I ORDERED SEVERAL ITEMS IN ONE ORDER BUT RECEIVED THEM SEPARATELY. WHY?
Although we try to avoid this as much as possible, due to logistical reasons and shipping restrictions sometimes products from the same order need to be shipped separately. In any case, all items should arrive within our stated shipping schedules. If for some reason the items do not arrive when they should, please contact us at firstname.lastname@example.org
SHOULD I WORRY ABOUT HAVING TO GIVE PERSONAL AND CREDIT CARD INFORMATION ON YOUR SITE?
No, you have absolutely nothing to worry about. Our checkout process is completely safe. We have SSL (Secure Socket Layer) certificates for maximum security, to ensure full safety of all of your information.
I RECEIVED A DAMAGED ITEM - WHAT DO I DO?
To protect your order against damage that occurred during shipping, add Route+ package protection at checkout. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 24 hours.
If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at email@example.com and we will be happy to work with you to remedy the situation.
WHAT IS YOUR REFUND POLICY?
Please see our Refund Policy page.
DO YOUR PRICES INCLUDE ANY IMPORT/CUSTOM TAXES OR OTHER TAXES?
No they don't. In some cases, products from outside of your home country require additional taxes, such as import taxes and customs, to be paid. This depends on the product and destination country. Also, domestic taxes may apply in different scenarios. Any and all such taxes will be under the responsibility of the customer only, and Prime Active will not be held responsible for these.
WHAT PAYMENT METHODS CAN I USE?
We accept payments via major Credit Cards (Visa, Mastercard, or American Express) and PayPal. Aside from mention above, we do not accept any payment method (Cash On Delivery, Checks, etc).
I HAVE A DISCOUNT CODE - HOW DO I USE IT?
After adding your items to cart and clicking "Checkout" you will be redirected to the Checkout page, in which the order summary is displayed (right column) and all your shipping information and payment details are entered. Within the order summary there is a dedicated field to enter your discount code. Once the code is entered, click Apply and the discounted price will appear.
WHERE ARE THE PRODUCTS SHIPPED FROM?
As we have business partners and logistics centers in different countries, some of our products are produced and shipped from the United States, and some from Europe and Asia.
WHY IS THE PRICE I SEE IN THE WEBSITE DIFFERENT THAN THE PRICE I SEE IN CHECKOUT?
Prices in the store are displayed in your country's local currency. If you wish to see the price in a different currency, you can change this using the currency changer at the corner of the screen. The currency in the checkout page is always displayed in USD.
HOW CAN I GET MORE DETAILS ABOUT YOUR FUTURE PROMOTIONS AND PRODUCTS?
If you want to stay up to date on our promotions and products, please sign up to our newsletter (in the footer of any page in the website) or write to us at firstname.lastname@example.org and we'll add you to our subscribers list.
WHERE ARE YOU LOCATED?
We serve customers all over the world and we operate from several different locations worldwide. Our main office is located in Flushing, NY. We use external logistics companies to handle returns and shipping, so our returns address is in Toronto, Canada, and the logistics facilities we work with are located in USA, Asia and Europe.
AT WHICH POINTS DO YOU COLLECT MY PERSONAL DATA AND WHAT IS IT USED FOR?
The personal data we collect from you is by consent only. At no point do we collect any information about you which you do not agree to give. Personal data is being collected at the following instances, after your agree to give it to us:
NOTE: any payment data, such as credit card number, is not collected by us, but rather by a third party payment gateway (Paypal or Credit Card), which complies with all privacy and security regulations.