Frequently Asked Questions (FAQ)

1. Where do you ship?

Prime Sole currently ships exclusively within the United States. At this time, we do not offer international shipping.

 

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2. Do you offer free shipping?

Yes. We offer Free Standard Shipping on all eligible orders within the United States. There are no hidden shipping fees or minimum purchase requirements.

 

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3. How long does delivery take?

Our estimated delivery timeline is:

• Order Processing: 2–3 Business Days

• Shipping Transit: 5–7 Business Days

• Estimated Total Delivery Time: 7–12 Business Days

Please note that delivery times are estimates and may vary due to weather conditions, holidays, or carrier delays.

 

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4. What payment methods do you accept?

Prime Sole currently accepts Cash on Delivery (COD) for eligible orders.

Customers simply pay the total order amount to the delivery representative when their package arrives.

 

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5. Can I cancel my order?

Yes. If your order has not yet been processed or shipped, please contact our customer support team as soon as possible.

Once an order has entered processing or has been dispatched, cancellation may no longer be possible.

 

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6. Can I change my shipping address after placing an order?

If you notice an error in your shipping information, contact us immediately.

We will make every reasonable effort to update your shipping address before your order is processed or shipped. Once an order has been dispatched, address changes may no longer be possible.

 

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7. How can I track my order?

After your order has been shipped, you will receive a confirmation email containing your tracking number and shipping information.

You can use the tracking number to monitor your shipment until it is delivered.

 

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8. What is your return policy?

We offer a 30-day return policy.

To qualify for a return, products must be:

• Unused

• In their original condition

• Returned in the original packaging

• Accompanied by proof of purchase

Please review our Refund & Return Policy for complete eligibility requirements.

 

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9. Who pays for return shipping?

If you received a damaged, defective, or incorrect item, Prime Sole will provide a prepaid return shipping label after your request is approved.

For returns due to a change of mind, ordering the wrong size, color, or product, customers are responsible for arranging and paying for the return shipping.

 

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10. How long does it take to receive a refund?

Once your returned item has been received and inspected, approved refunds will be processed using the agreed refund method.

Depending on the payment method or financial institution, the refund may take up to 7 business days to appear.

 

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11. Can I exchange an item?

Yes.

If you need a different size, color, or product, the quickest option is to return your original item in accordance with our Return Policy and place a new order once your return has been approved.

 

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12. What items cannot be returned?

The following items are generally not eligible for return unless they arrive damaged or defective:

• Personalized or custom-made products

• Final sale or clearance items

• Used, worn, washed, or altered products

• Gift cards (if applicable)

 

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13. What happens if my package is delayed?

Although we work with trusted shipping carriers, delays can occasionally occur due to weather, holidays, or other unforeseen circumstances.

If your order has been delayed beyond the estimated delivery timeframe, please contact our customer support team and we will assist you in locating your shipment.

 

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14. What should I do if I receive a damaged or incorrect item?

Please contact us within a reasonable time after receiving your order.

To help us process your request quickly, please include:

• Your Order Number

• A description of the issue

• Clear photos of the product and packaging

Our support team will review your request and provide the appropriate solution.

 

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15. Is my personal information secure?

Yes.

We value your privacy and handle customer information in accordance with our Privacy Policy. Your personal information is used only for processing orders, providing customer support, and improving our services.

 

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16. How can I contact Prime Sole?

If you have any questions regarding your order, products, shipping, returns, or our policies, our customer support team is always happy to help.

Email: support@primesole.shop

Website: https://primesole.shop

We aim to respond to all customer inquiries within 24 business hours.

📞 Get in Touch

Have a question or need assistance? The Prime Sole Customer Support team is always here to help. Whether you need assistance with your order, products, shipping, returns, refunds, payments, or any general inquiry, we're committed to providing you with prompt, professional, and reliable support.