Shipping FAQs & Returns


Shipping

We're happy to offer you FREE standard shipping globally! It is a huge endeavor and comes at a big cost but we do it to ensure you have the best possible shopping experience.

If you choose to ship your product via our Free Standard Shipping Service, it will take 7-14 days to arrive for most regions in the world. 

Tracking numbers should activate within the first week. It takes a few days for your order to process and for the tracking number to activate.

DHL Express Shipping will ensure that your product take 3-5 days to arrive. Tracking should be activated within 1 day.

Please note that Prima Projector is not responsible for any duties, taxes, and customs fees your purchase might entail. 

How do I track my order status?

You can track your order online 24/7 by following these steps:

Go to https://primaprojector.com/pages/order-tracking

1. Enter your order number
2. Press “Track” to process


Alternatively, a SHIPPING CONFIRMATION is sent to the email address that you have registered in the website upon placing your order. The email contains a tracking link where you could check the status of your order.

 

Will I receive any order confirmation after placing an order?

An order confirmation with order summary will be sent to you through email right after you have placed your order.

We will also send email to keep you updated frequently on your order status.

 

How can I change specification/ delivery address/ recipient for my existing order?

We are trying to ship the items the soonest, so for any changes like:

Change of address or personal information

  • Change of specifications like product, size, color

Feel free to send us a message at team@primaprojector.com. Cut off in making changes is 2 PM EST after the order is placed.

 NOTE: Product, delivery addresses and recipient names can only be changed if the orders have not been shipped out yet. Once shipped, we can no longer change the invoices since these are already printed and orders have already been handed over to our third-party couriers.

 

Can I make changes to my existing order?

Buyers are allowed to make changes to orders placed, within 24 hours of making their purchases and before the orders are fulfilled. Additional charges may be incurred by the buyers for any changes made to the orders after 24 hours of making their purchases.

 

How can I cancel my order?

Buyers are not allowed to cancel their purchases after the orders are placed or shipped. Unless specific reason. 

 

Note: We do not accept reason such as.. ("I've bought the wrong item"), ("I've found it cheaper elsewhere"), ("I've changed my mind and decided not to get this"), ("I wanted to give as a gift but I've found out my friend actually already gotten one"), ("I've bought this by accident") or other similar reasons.

 

I received an incomplete order, what should I do?

Please notify us immediately at support@primaprojector.com so we can assist you promptly.

If what missing from your order is a gift/ bonus, we will push to deliver it to you soon.

If what missing from your order is a part of a product or an item, we will need you to send us the photo of: 

  • The package notice attached to the packaging of the parcel – a piece of paper showing the delivery details
  • The product packaging showing the product. 

 

I received the wrong item, what should I do?

If the item you received is not what you originally ordered, we are happy to replace the item for you. Please notify us immediately at support@primaprojector.com so we can assist you promptly. We will need you to send us a photo of the item you received.

 

I received a damaged/ defective item, what should I do?

If the item you received is damaged/defective, we are happy to send you a replacement. Please notify us immediately at support@primaprojector.com

We will also need you to send us a photo/video of the item you received.

 

Return Policy

Our policy lasts three days from the day of purchase. If three days have gone by since your purchase, unfortunately we can’t offer you an exchange.

To be eligible for a replacement of your product, you will need a valid reason for returning the item. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Your return can only be approved based on the following reasons:

 

 Reason Description
Damaged The product is damaged in delivery
Defective
The product does not function as described in its manufacturer specification
Incorrect/wrong item
Not the product the customer ordered (e.g. wrong size or wrong color)
Missing items/parts
Missing items/parts as indicated in the packaging

 

To complete your return, we require a receipt or proof of purchase.

To return your product, you should mail your product to:

Unit 108, Building A, No. 19, Second Street, Huangbian South Road, Baiyun District, Guangzhou City, Guangdong Province (Weijie Logistics)

Contact:Riwei Wang

Mobile:86-19820004448

Zip code:510080

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

You will be responsible for all shipping and insurance costs related to returning the product.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

*Please be guided that Prima Projector will not be held liable to any loss of items from the mailbox after the shipment has been declared delivered.*