Shipping policy

Shipping & Delivery Policy


Prim operates in Lethbridge, Alberta, with a primary focus on serving local customers. We also ship across Canada; however, Canada-wide shipping is not our core service.

Local Delivery — Lethbridge

  • Flat rate: $9 within Lethbridge.

  • Free local delivery: Orders $100+ (before tax & after discounts).

  • Schedule: Monday–Friday (excluding holidays).

  • Timing: Delivery is arranged 24–48 hours after we receive your order.

  • Notifications: We’ll notify you when your order is out for delivery and once it has been delivered.

  • Delivery details: Contactless drop-off at your door whenever possible. If access is restricted (e.g., apartment/concierge), we’ll reach out to coordinate. If we can’t complete delivery, we’ll arrange a second attempt or hold the order for pickup.

Local Pickup — Salon

  • Pickup option: Choose Local Pickup at checkout.

  • Timing: We’ll prepare your order within 24–48 hours (Mon–Fri).

  • Notifications: You’ll receive a “Ready for Pickup” message with instructions and pickup location details.

Canada-Wide Shipping

  • Availability: We ship across Canada.

  • Rates & carriers: Calculated and shown at checkout based on destination, order size/weight, and carrier options.

  • Processing & transit times: Orders typically dispatch within 1–3 business days. Carrier transit times vary by destination. Remote areas may take longer.

  • Tracking: A tracking link (where available) will be sent once your order ships.

Order Changes & Address Accuracy

Please review your shipping address carefully at checkout. If you need to update details after placing an order, contact us ASAP. Incorrect addresses may cause delays or additional fees.

Damaged, Missing, or Delivered-But-Not-Received Items

  • Damages: Inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately with your order number and photos so we can evaluate and make it right.

  • Lost/late shipments: If your tracking hasn’t updated in several days, let us know and we’ll assist with a carrier trace.

  • Delivered but not received: First, check around your property and with neighbors/concierge. If still missing, contact us within 48 hours of the delivery scan so we can help investigate.

Holidays, Weather & Unforeseen Delays

Severe weather, carrier backlogs, or holidays can impact delivery timelines. We appreciate your patience during these periods.

Questions

We’re here to help. Reach out anytime at Prim Health & Beauty customer support and we’ll get back to you promptly.