Refund and Returns Policy

Last Updated: 06-May-2026

Returns, Refunds, and Exchanges

Prime Supplies, Inc. wants customers to be satisfied with their orders. If you have an issue with a product, shipment, return, refund, or exchange, please contact our customer service team at cs@myprimesupplies.com so we can review your request.

How to Request a Return

To request a return, please email cs@myprimesupplies.com within 30 days of your purchase. Please include your order number, product name, reason for return, and any photos if the item was damaged, defective, or incorrect.

After your request is reviewed, Prime Supplies will provide return instructions if the item is eligible. Please do not ship products back without first contacting customer service and receiving return instructions.

Return Eligibility

To be eligible for return, the item must generally be unused, unopened (where applicable), in its original condition, and in the original packaging, unless the return is due to a manufacturer defect, damaged shipment, or incorrect item.

Return Shipping Address

Prime Supplies, Inc.
Returns Department
830 E Higgins Rd, Suite #111M
Schaumburg, IL 60173

Please include the return authorization information provided by customer service, your order number, the original receipt or proof of purchase, and a short note explaining the reason for return.

Non-Returnable or Restricted Items

Some items may not be eligible for return, especially if they are opened, used, altered, damaged after delivery, or are hygiene, sanitation, cleaning, disposable, custom, special-order, clearance, or non-resalable products. Prime Supplies reserves the right to review each return request based on product type and condition.

Restocking Fee

Eligible returned items may be subject to a 10% restocking fee. This fee may be deducted from the refund amount. Original shipping and handling charges are generally non-refundable unless the return is due to a Prime Supplies error, damaged shipment, or manufacturer defect.

Exchanges

If an eligible item is in new and unused condition, Prime Supplies may allow an exchange for the same or similar product, subject to availability. Any price difference, shipping cost, or restocking fee will be confirmed before processing the exchange.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact cs@myprimesupplies.com as soon as possible. Include your order number and photos of the product, packaging, and shipping label so we can review the issue and determine the next steps.

Refund Time Frame

If your return is approved, your refund will be processed to the original method of payment where possible. Refunds are typically processed within 5–10 business days after the returned item is received and inspected. Your bank or payment provider may take additional time to post the refund.

Shipping Policy

Orders are generally processed Monday through Friday during normal business hours. Standard processing may take up to 48 hours for in-stock items, but timelines may vary depending on product availability, order size, supplier status, and shipping method.

Shipping Carriers

Prime Supplies may use USPS, UPS, FedEx, LTL freight, or other carriers depending on the order size, product type, and delivery location.

Shipping Rates

Shipping rates may be based on product weight, dimensions, order value, delivery location, and selected shipping method. When available, shipping charges will be shown before checkout. For large or special orders, shipping may be confirmed separately.

Order Tracking

If tracking information is provided by the carrier, Prime Supplies will update your order with the tracking details. Some shipments may not include detailed tracking depending on the carrier or service used.

Back Orders

If an item is on backorder, Prime Supplies may ship available items first and send the remaining items later, or contact you with available options. Any additional shipping charges will be confirmed before processing.

Contact for Returns and Customer Service

For returns, refunds, exchanges, product issues, or customer service questions, please contact: Email: cs@myprimesupplies.com