Returns Policy & Shipping Info
As an FDA-registered facility (our farm), we cannot restock or resell products that have been returned to us after 30 days. All products returned to Prime Sunshine must be discarded per FDA guidelines, creating waste for the landfill. Therefore, it is extremely important that you take the following steps to ensure that you are completely satisfied with your order before it leaves the Prime Sunshine Corporate Office.
While we do offer refunds and replacements on products that are damaged during shipping or that are failing (for instance, an emulsion that has separated) we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch. Natural ingredients are not identical and can cause variations in the final products, just as one orange is different from another, because Prime Sunshine uses the freshest natural ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, did you know that grapeseed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.?
To help reduce waste and ensure you are happy with your product choices, we recommend the following steps.
Before placing an order:
- We offer sample sizes for many of our products and ingredients. We recommend purchasing a sample size of the product or ingredient you’re interested in before purchasing a bulk size.
After placing an order:
- Check your email for your order confirmation. It’s best to do this immediately after placing an order so that you can catch any errors in real time and contact Prime Sunshine before your order ships or leaves our facility. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a bulk product. It’s okay–it happens! If you catch the error quickly we can fix it. However, once your order is out the door it is unfortunately not returnable.
- If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at: firstname.lastname@example.org or by calling: (704) 277-7399
If you feel that there is a problem with your order, please contact us within 10 days of receiving it.
Serious about Sustainability
We are serious about reducing our environmental footprint, and we know you are, as well. We’ve selected UPS as our primary carrier, and participate in their Carbon Neutral program. When you ship with us via UPS, we purchase carbon offsets based on the amount of carbon associated with a typical shipment to offset the climate impact of each shipment. Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. They are shipping partners you can be proud of. Learn more about their Carbon Neutral program.
Orders are shipped Monday through Friday. Orders placed on Holiday Schedule Closing will be processed for fulfillment the following business day. If you need to expedite an order, we recommend placing your order before 10 am EasternTime, or calling our Customer Care team at (704) 277-7399.
For most items, we will ship within 48 business hours of receiving your order. If an item on your order is out-of-stock, we will hold your entire order until all of it can ship. If you need one or more items immediately, please contact our Customer Care team at email@example.com
or by phoning (704) 277-7399. Large bulk orders are manufactured at the time you order, and may require a lead time of 20 to 30 business days for us to manufacture, test, and be ready for shipment. When selecting your shipping method, the map below provides average shipping times for ground, as of July 2019.
Guaranteed Shipping Times
UPS guarantees shipping times when you select one the following service options. Remember that your order may not ship out the same day it was placed. To figure total delivery time, include both processing time and shipping time.
UPS DOMESTIC DELIVERY SCHEDULE
U.S. Ground Map Results are provided as a courtesy and may change without notice. This map illustrates business days in transit from PORTLAND, OR 97210. NOTE: Products are sold FOB Portland, OR 97210.