SHIPPING POLICY

 

We recommend temperature controlled options for extreme temperature situations. If you are shipping to a hot climate, or during the peak summer months, your natural and organic products can be affected at temperatures above 85F/29C. If your product contains coconut oil, or other ingredients with a low melting point, you may see separation and melting at temperatures as low as 76F /24C. Cold snaps with freezing temperatures can also affect your products.

If it is summer time, we ask that you you use temperature-controlled shipping, select LTL/Freight and put a note in customer comments section that you would like a quote for temperature controlled shipping.

 

Our default shipper is UPS (certain restrictions apply) for continental domestic, and international shipments, including Canada, Europe, Latin America, Asia and the US Virgin Islands. UPS will not deliver to a P.O. Box. Our online shopping cart automatically calculates package weight and estimates shipping costs based on the items you select. For shipments to Africa and the Middle East, the customer is responsible for arranging freight.

 

In some cases, such as for non-contiguous states and some international locations, including Alaska, Hawaii and Puerto Rico, USPS is often the more cost effective choice, depending on the weight of your total shipment. They do not offer temperature controlled shipping & delivery, so we can not recommend them during the hot or cold months.

Getting to see the price, though, is a bit tricky since our shopping cart won’t show USPS pricing on the screen. To see if USPS is a better value please follow the list below:

For orders weighing more than 250 pounds, we may ship by a freight carrier. We will call or email you to notify you of the cost prior to shipping your order.

It is your responsibility to request submission of any international documentation. We will assist you as we can with product documentation, such as Certificates of Analysis (no charge) Certificates of Manufacturing ($45), Certificates of Origin and Certificates of Free Sale (fees vary by country and product).

 

If EWL has made a shipping error, we will re-ship to you as quickly as we can, and using expedited shipping at our expense.

 

We know mistakes can happen. If you’ve entered an incorrect address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out. If your order has already shipped, we can help you reroute your packages, but you are responsible for any additional shipping or address correction fees charged by UPS.

 

If you refuse your shipment and the order is returned to us, it is considered a non-authorized return and we will not issue credit for your order. All orders are final, unless there is a problem with the product itself, and then we will work with you to replace your product. If you have any questions about this, please let us know at support@primesunshine.com or call (704) 277-7399.

 

Consider having your order delivered to a nearby UPS store. This is an important option if you are shipping during hot or cold weather, or if you will have to leave your package in an unsecure area.

 

While we pack your orders with extreme care, the shipping carrier can sometimes still damage orders. Inspect all packages at the time of acceptance and carefully verify the extent, if any, of damage in the presence of the driver. If possible, keep all packing materials and boxes intact. First notify Prime Sunshine and please take photos of all damage and email them to support@primesunshine.com and we will gladly take care of the claim for you. The only time we cannot handle the claim for you is if you shipped your order under your carrier’s account number. If that is the case then please call the carrier and let them know you have a claim to make.

 

If the driver is already gone, please still follow the steps above. It is very important to take photos of all product in the original packing boxes. Please keep everything together, as EWL will need to contact the shipping carrier to inspect the damage or loss in order to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by Prime Sunshine or a claim number has been issued to us by the carrier.

You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.

This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20 days for resolution. We will help to get you your product again, but we must have resolution of status before we can reship without payment for the new shipment. If you are not at home for time of package delivery and if you feel you are in an area where someone might pick up and walk off with your delivered package, we highly recommend that you request “signature required upon delivery” when you place your order. You can do so by making a note in the order comments field.