Please place your order by 4pm Mondat to Friday to have your order dispatched the next working day.
Customer Collection is to be arranged by appointment only by calling 021 887 5922 and requires 24 hours notice. Collection to be made from 8 Rona Avenue, Grey Lynn Auckland 1021.
The Courier service we use take between 1-2 working days, this time can vary depending on where you are located in New Zealand especially Rural Deliveries. Regardless we do our best to get your order to you as quickly as possible.
Please contact us within 4 working days from the date you placed your order if it has not arrived. Failure to notify Primal Culture within this period will result in you losing the ability to claim for reimbursement.
Primal Culture cannot be held responsible for loss resulting from an incomplete or incorrect shipping addresses. Orders sent to incorrect address can be held up for weeks and are sometimes irretrievable.
If your order arrives incomplete or damaged, please contact Primal Culture within 24 hours in order to have the missing or damaged item replaced. We will also require you to email us photos of the damaged item and packaging. If a package arrives damaged, please note this with the driver at the time of delivery.
If you need to change your delivery address after placing your order, there may be a redirection charge by the carrier to re-route and deliver your item.
Separate charges for shipping and handling may be shown on our invoice(s). Unless you provide us with a valid and correct tax exemption certificate applicable to the product ship-to location prior to our acceptance of the order, you are responsible for sales and all other taxes associated with the order, however designated. If applicable, a separate charge for taxes will be shown on our invoice.
Products that are purchased directly from this web site by an end-user may be returned by you providing it is received at our return address within fourteen (14) days of the date of purchase for a full refund less shipping and handling. Opened packages are not eligible for return. DVDs/books that have been opened cannot be returned.
We'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within 3 working days of us receiving your package, however, in many cases you will receive a refund more quickly. In some circumstances there may be an additional delay depending on the time it takes your bank to process our refund request.
If you need to return an item, please send us a message using the contact us page quoting the order number and the reason for the return along with the best way of contacting you. The order number is available from the ‘My Account' section once you are logged in to the website. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Refunds for unclaimed or undeliverable items may be subject to a return fee determined by the carrier, refunds will have this return fee deducted out of the refund amount.
OUR RETURNS ADDRESS IS:
8 Rona Avenue
Ref: Order [insert order number]
Please note that you are responsible for getting the product to us, so please ensure that you get proof of postage, or tracked delivery and sufficient insurance so that you can make a claim against your delivery agent in the event of a loss. Please also ensure that you use adequate packaging to prevent damage in transit.
If you wish to cancel an order please contact us by the "contact us" as soon as possible. Our warehouse is very efficient and will attempt to dispatch items very quickly. If the order has already been sent out you may be liable for the returned shipping costs should you choose to return the order.