Shipping policy

Last updated: September 28, 2026

Thank you for shopping with Primitive Labs Water Filter. We aim to process and deliver every order as quickly and reliably as possible. This Shipping Policy explains our processing times, estimated delivery times, tracking procedures, and what happens if a shipment is delayed, lost, damaged, or delivered incorrectly.

Order Processing

Orders are generally processed within 1 business day after payment has been successfully received.

Business days are Monday through Friday and exclude weekends and public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

During periods of unusually high order volume, promotional events, holidays, severe weather, or other exceptional circumstances, processing may take slightly longer.

Estimated Delivery Time

Our standard estimated delivery timeframe is approximately 4–7 business days after dispatch, depending on the destination and carrier conditions.

All delivery timeframes displayed on our website, during checkout, in order confirmations, or in shipping communications are estimates only and are not guaranteed delivery dates unless we expressly state otherwise in writing.

Delivery may occasionally take longer due to circumstances outside our direct control, including but not limited to:

• carrier or postal delays;
• customs or border processing;
• weather conditions;
• transportation disruptions;
• unusually high carrier volume;
• local delivery interruptions;
• incorrect or incomplete delivery information;
• remote delivery locations; or
• other circumstances affecting the shipping carrier.

A delay beyond the estimated delivery timeframe does not mean that an order has been lost or cancelled.

Tracking Information

All applicable orders are shipped with tracking.

Once your order has been dispatched, we will provide tracking information using the email address or contact information supplied during checkout.

Customers are responsible for monitoring the tracking information provided.

Tracking information may be updated by more than one carrier. International or consolidated shipments may be transferred from an originating carrier to a domestic or last-mile carrier such as USPS.

In these circumstances, the original tracking number may display shipment progress while a separate last-mile tracking number may be used for final delivery.

Tracking information made available through the carrier, our website, tracking links, or shipping emails constitutes an available shipment update.

Carrier Delays

Once an order has been dispatched and accepted into the carrier network, the shipment is handled by independent postal and logistics providers.

We cannot control carrier routing, transit speed, postal network disruptions, customs processing, or other delays occurring after the shipment has entered the carrier network.

We will make reasonable efforts to assist customers with delayed shipments and provide available tracking information, but we cannot guarantee a particular delivery date where the carrier has experienced a delay.

A carrier delay alone does not automatically qualify an order for a refund while the shipment remains in transit.

Orders Still in Transit

If tracking shows that an order remains actively in transit, customers should contact us before initiating a payment dispute or chargeback.

We will review the available tracking information and, where appropriate, contact the carrier or provide further delivery information.

A shipment that exceeds the estimated delivery timeframe but remains actively in transit is not automatically considered lost.

Successful Delivery

An order will generally be considered delivered when the applicable carrier records the shipment as Delivered at the shipping destination supplied by the customer.

Carrier records, including delivery scans, destination ZIP/postal code information, delivery photographs, GPS information, recipient information, or proof-of-delivery documentation may be used as evidence of successful delivery.

Where a shipment is transferred between carriers, delivery confirmation from the final-mile carrier may be used as proof that the order was delivered.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before submitting your order.

If you notice an error, contact us as soon as possible at support@primitivelabswaterfilter.com.

We cannot guarantee that an address can be changed once an order has entered processing or has been dispatched.

We are not responsible for delivery failures, delays, returns, or losses caused by an incorrect or incomplete address supplied by the customer.

If an order is returned to us because of an incorrect or incomplete address, additional shipping charges may apply before the order can be resent.

Lost Packages

If tracking has not updated for an unusually long period or there is reasonable evidence that a shipment may have been lost, please contact us at support@primitivelabswaterfilter.com.

We may ask you to allow the carrier a reasonable investigation period before a shipment is classified as lost.

If the carrier confirms that the shipment has been lost, we will determine the appropriate resolution, which may include replacement or refund depending on the circumstances.

Damaged Packages

If your order arrives damaged, please contact us as soon as possible after delivery.

Please include:

• your order number;
• photographs of the shipping package;
• photographs of the damaged product; and
• a description of the issue.

We may require this information to submit a claim with the carrier or determine whether a replacement is appropriate.

Please do not discard the packaging until your claim has been resolved.

Delivered but Not Received

If carrier tracking shows that an order was delivered but you cannot locate it, please first:

1. check around the delivery location;
2. ask other members of your household;
3. check with neighbors or building staff where appropriate; and
4. contact the delivering carrier.

Please then contact us if you still cannot locate the package.

We may assist with obtaining additional delivery information where available.

A carrier confirmation showing successful delivery to the destination associated with the order may be treated as evidence that our delivery obligation has been fulfilled, subject to applicable law.

Chargebacks and Delivery Disputes

We encourage customers to contact us before initiating a chargeback or payment dispute so that we have an opportunity to resolve any delivery concern.

If a customer initiates a chargeback claiming that merchandise was not received, we may provide the payment processor or issuing bank with relevant evidence, including:

• tracking history;
• delivery confirmation;
• carrier records;
• order information;
• customer communications; and
• other documentation relating to fulfillment and delivery.

If merchandise is delivered after a chargeback has been initiated, the customer remains responsible for either paying for the merchandise or returning it where applicable.

A customer may not retain both the merchandise and a refund for the same transaction.

If a chargeback is resolved in the customer's favor after the merchandise has been delivered, we may require the merchandise to be returned in accordance with our Return & Refund Policy and may exercise any rights available to us under applicable law.

Customs, Duties and Taxes

Where stated at checkout, applicable duties, customs charges, and taxes may be included in the purchase price or shipping charge.

Where charges are not expressly stated as included, customers are responsible for any import duties, taxes, customs charges, or other fees imposed by local authorities.

Contact

For shipping questions, please contact:

Primitive Labs Water Filter
Email: support@primitivelabswaterfilter.com

Please include your order number when contacting us so that we can assist you more quickly.