Frequently Asked Questions
Orders & Shipping
How do I check order status?
To check order status, login to your account and click on the order ID. If the order has shipped, you will see the tracking information along with a link to track your order.
Can I cancel or edit my order?
Because orders are processed and shipped as quickly as possible, there is not a lot of time to cancel or edit your order. However, if there is a need to make an order change, please contact us as soon as possible and we will do everything we can to accommodate your request.
How quickly will my order ship?
All orders are processed and shipped within 1-2 business days from the time the order is placed. As soon as your order ships you will receive a shipping confirmation email with tracking. You can also login to your account to view order status.
How long will it take to receive my order?
Once an order ships the average delivery time for ground shipping is 3-6 days. Express shipments usually arrive in 1-3 days.
What happens if my order is lost during shipment?
All items purchased from Prime Buy Direct are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?
At this time, we are unable to ship to APO/FPO addresses, and international addresses. We ship only to the continental United States. All orders shipping to P.O. Boxes must ship by USPS as other carriers do not deliver to P.O. Boxes.
What shipping options do you offer?
All orders are shipped via USPS, UPS or Federal Express depending upon the size and weight of the shipment.
What forms of payment do you accept?
We accept all major credit cards and payment services, including Visa, MasterCard, American Express, Discover, Apple Pay, Venmo and PayPal.
What information is needed to check out?
Our checkout process is easy and secure. Once you login to your account, enter the shipping address and payment method to place your order.
When will I be charged for my order?
Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.
What is your return policy?
We have a 30-day return policy, which means you have 30 days after the purchase date to request a return. To be eligible for a return, your item must be in the same condition that you received it, unused, unopened and in its original packaging. Our Return Policy can be found here.
How do I request a return?
If within thirty (30) days from the date the order was placed, please contact us by sending an email to email@example.com and include the order ID, your contact information, and the reason for your return. You may also use our Contact Us form. If your return is approved, an RMA will be provided for the unit to be returned for refund or replacement.
How do I contact customer service?
There are multiple ways to contact customer service. You can use our Contact Us form, send an email to firstname.lastname@example.org, or also use our chat. You can also call us at 469-794-8398. Chat and phone are available Monday thru Friday from 9:00 AM to 4:00 PM CST. When using the form or when sending an email, please be sure to include your contact information and the reason for your request.
How long will it take to receive a response?
Requests received before 4:00 PM CST will be returned the same business day. Inquiries received after 4:00 PM CST or on weekends or holidays will be returned the morning of the next business day.
When is chat available?
Our chat is available from 9:00 AM to 4:00 PM CST Monday thru Friday.