Shipping Policy
Last updated: October 9, 2026
This Shipping Policy explains how orders placed through primevibegoods.com are processed, shipped, tracked, and delivered. primevibe is owned and operated by Hangzhou Fresnel Trading Co., Ltd.
1. Order Processing
Orders are typically processed within 1–3 business days after payment has been successfully confirmed.
Business days are Monday through Friday, excluding applicable public holidays. Orders placed on weekends or holidays will begin processing on the next business day.
During periods of unusually high order volume, product availability issues, or major holidays, processing may occasionally take longer. If a significant delay affects your order, we will make reasonable efforts to notify you using the contact information provided at checkout.
2. Estimated Delivery Time
For orders shipped to the United States, standard delivery typically takes 5–12 business days after dispatch.
Please note that processing time and delivery time are separate. The estimated total delivery period therefore includes both the order processing period and the carrier transit period.
Delivery estimates are provided for reference and are not guaranteed delivery dates unless expressly stated at checkout. Carrier delays, weather conditions, public holidays, customs procedures, address issues, local delivery conditions, and other circumstances outside our reasonable control may affect delivery.
3. Shipping Destinations
Available shipping destinations are determined by the delivery options available at checkout. If your delivery address is accepted during checkout and a shipping method is available, we can normally process the order for that destination.
Certain products or destinations may be subject to shipping restrictions. Where such restrictions apply, they will be communicated during checkout or after order review where necessary.
4. Shipping Fees
Free standard shipping is available on orders of $39 or more.
For orders below $39, the applicable shipping charge will be displayed at checkout before payment is completed.
Any promotional shipping offer may be subject to minimum purchase requirements, eligible destinations, or other conditions disclosed with the promotion.
5. Fulfillment and Shipping Origin
Orders may be fulfilled from our own or partner fulfillment facilities depending on product availability, inventory location, and the delivery destination. As a result, different items from the same order may occasionally be shipped separately.
The shipping origin of an individual package may therefore differ from our registered business address.
6. Order Tracking
Once your order has been dispatched and tracking information becomes available, we will normally send a shipping confirmation email containing the available tracking details.
Tracking information may require approximately 24–72 hours after dispatch to display its first carrier update.
If an order is shipped in more than one package, you may receive multiple tracking numbers and the packages may arrive at different times.
7. Address Accuracy and Changes
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an error in your shipping information, please contact us as soon as possible at service@primevibegoods.com and include your order number and the correct address.
We will make reasonable efforts to update the address before shipment, but address changes cannot be guaranteed once an order has entered processing or has already been dispatched.
Where permitted, additional shipping or redelivery costs resulting from an incorrect, incomplete, refused, or undeliverable address may be the customer's responsibility.
8. Delayed Shipments
Occasional delivery delays may occur after an order has been dispatched. If your tracking information has not updated for an extended period or your shipment appears to be materially delayed, please contact us at service@primevibegoods.com with your order number.
We will review the available tracking information and, where appropriate, assist with a carrier inquiry or another reasonable solution.
9. Packages Marked as Delivered
If tracking shows that your order has been delivered but you cannot locate the package, we recommend first checking the delivery area, mailbox, household members, neighbors, building reception or management, and any delivery notices left by the carrier.
If the package still cannot be located, please contact us with your order number. A package will not be automatically considered ineligible for assistance solely because the carrier tracking status shows "Delivered." We will review the available information and assist with the appropriate next steps.
10. Lost Packages
If your package appears to be lost in transit, please contact us at service@primevibegoods.com.
We may review the shipment history, contact the carrier, or request additional information before determining the appropriate resolution. Depending on the circumstances, an appropriate solution may include a replacement, refund, or other resolution consistent with applicable law and our policies.
11. Damaged, Incorrect, or Incomplete Shipments
If your order arrives damaged, contains an incorrect product, or is missing an item, please contact us promptly and provide:
- Your order number
- A description of the issue
- Clear photographs or videos where relevant
- Photographs of the shipping packaging where applicable
Please keep the product and original packaging until our customer service team has reviewed the issue.
If the problem is caused by us, including an item that arrives damaged, incorrect, or materially different from the product ordered, the customer will not be required to bear additional shipping costs for resolving the issue.
Depending on the circumstances, we may provide a replacement, missing item, refund, return arrangement, or another appropriate solution.
12. Customs, Duties, and Taxes
For international orders, customs duties, import taxes, brokerage charges, or other local fees may apply depending on the destination country or region.
Unless otherwise stated during checkout, such charges are not included in the product price or shipping charge and may be collected by the applicable customs authority or carrier.
13. Contact Us
If you have questions about shipping, tracking, or delivery, please contact us:
Brand Name: primevibe
Customer Service Email:
service@primevibegoods.com
Telephone:
+86 19967292812
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Legal Business Name:
Hangzhou Fresnel Trading Co., Ltd.
Registered Business Address:
Room 373-1, 3rd Floor, Building 7,
No. 8 Xingxing Road, Xingqiao Subdistrict,
Linping District, Hangzhou, Zhejiang, China
primevibe is owned and operated by Hangzhou Fresnel Trading Co., Ltd.