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As an FDA-registered facility (our farm), we cannot restock or resell products that have been returned to us after 30 days. All products returned to Prime Sunshine must be discarded per FDA guidelines, creating waste for the landfill. Therefore, it is extremely important that you take the following steps to ensure that you are completely satisfied with your order before it leaves the Prime Sunshine Corporate Office.While we do offer refunds and replacements on products that are damaged during shipping or that are failing (for instance, an emulsion that has separated) we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch. Natural ingredients are not identical and can cause variations in the final products, just as one orange is different from another, because Prime Sunshine uses the freshest natural ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, did you know that grapeseed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.?To help reduce waste and ensure you are happy with your product choices, we recommend the following steps.Before placing an order:We offer sample sizes for many of our products and ingredients. We recommend purchasing a sample size of the product or ingredient you’re interested in before purchasing a bulk size.After placing an order:Check your email for your order confirmation. It’s best to do this immediately after placing an order so that you can catch any errors in real time and contact Prime Sunshine before your order ships or leaves our facility. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a bulk product. It’s okay–it happens! If you catch the error quickly we can fix it. However, once your order is out the door it is unfortunately not returnable.If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at: support@primesunshine.com or by calling: (704) 277-7399If you feel that there is a problem with your order, please contact us within 10 days of receiving it.Serious about SustainabilityWe are serious about reducing our environmental footprint, and we know you are, as well. We’ve selected UPS as our primary carrier, and participate in their Carbon Neutral program. When you ship with us via UPS, we purchase carbon offsets based on the amount of carbon associated with a typical shipment to offset the climate impact of each shipment. Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. They are shipping partners you can be proud of. Learn more about their Carbon Neutral program.Shipping DetailsOrders are shipped Monday through Friday. Orders placed on Holiday Schedule Closing will be processed for fulfillment the following business day. If you need to expedite an order, we recommend placing your order before 10 am EasternTime, or calling our Customer Care team at (704) 277-7399.For most items, we will ship within 48 business hours of receiving your order. If an item on your order is out-of-stock, we will hold your entire order until all of it can ship. If you need one or more items immediately, please contact our Customer Care team at support@primesunshine.com or by phoning (704) 277-7399. Large bulk orders are manufactured at the time you order, and may require a lead time of 20 to 30 business days for us to manufacture, test, and be ready for shipment. When selecting your shipping method, the map below provides average shipping times for ground, as of July 2019.Guaranteed Shipping TimesUPS guarantees shipping times when you select one the following service options. Remember that your order may not ship out the same day it was placed. To figure total delivery time, include both processing time and shipping time.UPS DOMESTIC DELIVERY SCHEDULEU.S. Ground Map Results are provided as a courtesy and may change without notice. This map illustrates business days in transit from PORTLAND, OR 97210. NOTE: Products are sold FOB Portland, OR 97210.
UPS does not count the day the package is shipped out or weekends as a shipping day. UPS shipping times are provided for your information only and are subject to change by UPS without notice on this website.
| Service | Shipping Time | Guaranteed* |
| Overnight | 1 Business Day | Yes* |
| 2-Day | 2 Business Days | Yes* |
| 3-Day | 3 Business Days | Yes* |
| Ground | 3 to 6 Business Days | No |
*Guaranteed only for orders placed by 10:00 AM Eastern Standard Time (EST).
While UPS guarantees delivery times, once your order has left the building, we no longer have control. While we will help you as best we can to keep your order moving to the right place, we are not responsible for shipping delays and cannot credit for shipping expenses unless we are at fault.
UPS WORLD WIDE DELIVERY SCHEDULE
International customers are responsible for any and all taxes, duties and customs fees. Product regulations upon delivery.
| UPS WORLDWIDE | SERVICE EXPRESS | SAVER EXPEDITED |
| Canada | Overnight | 2 Businesses Days |
| Europe and Middle East | 2 Business Days | 3 to 4 Business Days |
| Latin America | 1 to 2 Business Days | 2 to 5 Business Days |
| Asia Pacific | ||
| Middle East | Not Available – Customer to Arrange Freight | |
| Africa | Not Available – Customer to Arrange Freight |
Domestic & International Shipping Options
It’s too Hot. It’s too Cold.
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
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.
Selecting United States Postal Service (USPS)
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:
- Choose LTL/FREIGHT as your shipping option. The total you see on the screen is an estimate of freight. Final charges for actual USPS will be calculated when we process your order. If this amount is okay, select the Continue Checkout button. Please note this amount is just a holding place for monies.
- If you continue to check out we will either refund the difference in shipping cost, or call to get approval if the shipping cost is higher than the estimate shown on the screen.
- Write in the customer notes field that you would like a USPS quote.
Freight Options
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.
International Shipping Details
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).
Troubleshooting Shipping Issues
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.
Address Issues
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.
Refuse Shipment
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.
Won’t be Home for your Order?
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.
Damaged, Missing or Lost In Transit Items
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.