Orders, Shipping & Returns FAQ
Some Health, Beauty and Supplement items sold by Natural Health Distribution might take longer to prepare and ship out. If you are not sure if it affects your order, please reach out to our Customer Care team. We apologise for the inconvenience caused and thank you for shopping at Primarché!
Can I amend or cancel an item from my order?
Depending on the status of your order, it may be possible to cancel an item or change it to a different size, however, we cannot guarantee we will be able to fulfill the request. If you need to make any amendments to your purchase, please contact our Customer Support team as soon as possible.
How can I track my order?
We will email you as items in your order ship, and provide updates on the status of your order. In addition, we will send an SMS with tracking information following dispatch. If you have a PRIMARCHÉ profile, sign in to your account to see your order status and shipment tracking updates.
Are all orders eligible for free shipping?
We are currently offering free shipping on all orders for a limited time only. To receive email updates about our upcoming promotions, sign up to our mailing list.
Where do you ship to?
We are currently shipping to anywhere across Canada (*longer delivery timings might be applicable for remote locations).
How long does it take to receive my order?
Estimated delivery dates will be noted at checkout with precise delivery information provided with order tracking information.
Orders are usually processed and shipped in 1-2 business days, delivery timings might vary depending on a delivery location (1-8 business days).
How much will it cost to ship my order?
For a limited time, all orders are eligible for free shipping.
Where can I get my items delivered?
We currently deliver to addresses in Canada only. Visit our Shipping page for more information.
Can I return my purchase if I don't like it?
Yes. For more information, see our Returns and Refund Policy.
What do I do if I didn't receive a shipment?
If you're missing items or shipments, contact us within 15 days of ship date.
Does PRIMARCHÉ cover delivery insurance?
Yes. For all deliveries, we provide 100% insurance. Once all the items are picked, packed, and placed into bags they need to be sealed. After the bag has been sealed the items are eligible for delivery insurance.
You can initiate returns for eligible online orders from your PRIMARCHÉ account.
What is the PRIMARCHÉ return policy?
We have a returns policy of 15 days. This means all orders and items are eligible for exchange or refund within 15 days of purchase. We reserve the right to withhold issuing a refund if 15 days have passed.
What items are returnable?
Apparel, footwear, home, and accessories may be returned unless the item is marked Final Sale or Non-Returnable. Items must be returned in their original packaging, including hangers, hang tags, dust bags, eyewear cases, shoe boxes, and gift boxes when applicable. Items must not be worn, altered, or damaged.
Please note, any decision on whether or not to accept a return is entirely at our discretion. We reserve the right to refuse or limit quantities to anyone we believe may be purchasing items for resale.
What items are not eligible for return?
We do not accept the return of intimate or sanitary products. This includes swimwear and underwear, hazardous materials, or flammable liquids or gases.
Can I return beauty items?
No, all beauty items are final sale unless otherwise specified.
How do I return items by mail?
To return an item, please submit a return request within the Returns Center stating the item you wish to return, the reason for your return, and proof of purchase. Please do not send your purchase back to the manufacturer.
Following the return request, we’ll provide you with a return label to return the package at no additional cost. The returned item should be placed in the original packaging with the return label attached to the package. Please ensure that no barcodes are covered or hidden by the return label.
From here, the package should be taken to your nearest post office to be shipped. Once we have inspected and processed the returned items, we will send a confirmation email confirming their receipt and if return was accepted. We will send an additional confirmation with the refund amount (if applicable) and provide the estimated time for the funds to be credited to your original payment method within 7-10 business days.
Please visit our Returns and Refund page for full details.
Can I return items in person at a Primaris shopping centre?
We currently do not provide this service. All of our returns are by post and we provide a return label for you to send back the item(s) free of charge.
Do you currently offer exchanges?
Sorry, we do not provide an exchange option at this time. We recommend that you submit a refund request for your original order so we can review and process a refund. From here, place a new order for the item you wish to purchase.
Do you offer partial refunds?
Yes, there are certain situations where partial refunds can be granted if applicable. This includes, but is not limited to, any item not in its original condition, is damaged or missing parts for reasons not due to our error. Furthermore, we reserve the right to offer partial refunds for any item that is returned more than 15 days after purchase.
What do I do if my refunded payment is not credited to my account?
If you have not received the refund after 10 business days, we recommend you contact your credit card company and bank account provider for an estimate on the status of the refund. Typically, the processing time can impact the time frame for a refund to be credited to your credit card or bank account. If you still encounter problems and have not still received your refund, please contact us at firstname.lastname@example.org.
What happens if my order is lost or damaged?
If your order arrives damaged in any way or is lost in transit, please email us as soon as possible to email@example.com. Within the email, please include your order number, a photo of the item’s condition if damaged, or an explanation of circumstances if items are lost. We address these on a case-by-case basis and always strive to find a satisfactory solution. Our claims policy is available upon request.
For more information about returns, please visit our Returns and Refund page.