GENERAL FAQS
Happy Holidays from Primal Kitchen! Our offices will be closed from 11/23 - 11/24 for Thanksgiving! Shipping delays may occur during this time. Please know we will work hard to get your order out as quickly as possible, and thank you for your patience!
Domestic Shipping
- Free Standard Shipping on Retail Orders $50 or more in the US.
- Free Standard Shipping on Subscription Orders Over $25 in the US.
- Expedited Orders received before 12 pm PST will ship the same day.
- Business hours are Monday-Friday, 7 am - 3:30 pm PST, excluding scheduled fulfillment center closures.
- We do not process or ship orders on Saturdays or Sundays.
International Shipping
Countries we SHIP TO:
France, Germany, Gibraltar, Hong Kong SAR, Iceland, India (36 of 37 states), Indonesia, Ireland, Japan, Luxembourg, Malaysia, Netherlands, New Zealand (16 of 17 regions), Norway, Philippines, Singapore, South Korea, Sweden, Switzerland, United Arab Emirates, United Kingdom, Australia, Canada.
Product Restrictions for International Shipping
There are a few countries that have restrictions on certain products. Our Primal Fuels, Collagen Fuels, and Mayo are the most commonly restricted products by the Customs Authority. If you are unsure whether or not a product you wish to purchase may be restricted, please feel free to contact your local Customs Authority.
Collagen Fuel, Collagen Peptides, and Primal Fuel (whey) Restricted in:
- The United Kingdom (England, Scotland, Wales, Northern Ireland)
- Sweden
- Switzerland
- New Zealand
- Germany
- Canada
- Australia
Supplements (all) and Ketchup (both flavors) - Restricted in Canada
Mayo (all flavors) - Restricted in Australia
Avocado Oil Spray - Restricted in all countries outside the US
International Shipping Service and Rates
We ship all international orders via UPS. Regarding your country’s imposed duties and taxes, you can prepay or pay upon delivery. Please ensure you enter a physical shipping address, as we cannot ship to international PO Boxes. Sorry, free shipping does not apply to orders shipped outside the U.S.
We do have a few International online retailers that carry our products. They may not offer all our products, but you can visit their websites via the links below.
https://www.iherb.com/c/primal-kitchen
https://www.vitacost.com/primal-kitchen
Don't Want To Spend Extra On Shipping?
Visit our Store Locator on Primal Kitchen. Our store locator pulls in retail locations + product information to find a specific product in your local store. Please notify us if any of the stores listed do not have our product so we may update our site.
Do You Offer Expedited Shipping?
Yes, we offer expedited shipping. Shipping rates are calculated based on weight and the destination country.
How Do I Track My Order?
Your tracking number is provided in your shipping confirmation email. If you do not receive a shipping confirmation email, please contact customer service at info@primalkitchen.com or call (888) 774-6259 or (310) 317-4414. We are available M-F, 7 am-3:30 pm PST.
Winter and Holiday Shipping Delays - Shipping delays can occur during the winter months due to inclement weather conditions and increased order volume during the holiday season. Please contact us via email at info@primalkitchen.com or call (888) 774-6259, and we will assist you with the status of your order.
Refund/Return Policy
Here at Primal Nutrition, LLC, we are passionate and dedicated to providing our customers with the best quality products available. If, for any reason, you are not completely satisfied with any of our products or have a less than satisfactory experience, please contact our customer service specialists within 30 days of the receipt of your order.
We only guarantee refunds for products purchased through primalkitchen.com or primalblueprint.com minus the initial shipping cost(s). In some cases, we can offer a replacement product depending on your specific situation. Our customer service specialists individually consider each refund/return.
Only Supplements (Master Formula, Omegas, Calm, Primal Sun, Damage Control) are eligible for return. The product must be unused and in the same condition you received. Please contact our customer service specialists before sending any product back for a refund, replacement, or exchange:
US customers call 1-888-774-6259 ext. 4110. Email info@primalkitchen.com or info@primalblueprint.com.
To return a product, please send the product along with a copy of your invoice to:
Primal Nutrition LLC - Attn: Returns/Customer Service, 1101 Maulhardt Ave, Oxnard, CA 93030
After your return is received, we will begin to process your refund. Refunds will only be issued to the same credit card used to pay for the order. Please allow 7-10 business days for the full refund amount to post back to your account.
*Primal Nutrition is NOT responsible for any lost, stolen, or damaged packages.
Amazon Purchase Return/Replacement
If you purchase any Primal Kitchen products through Amazon, your return/refund must be handled by Amazon. Please know we do not have control of any inventory obtained and sold by 3rd parties on Amazon. If you are within the 30-day return period for Amazon purchases, you can receive a full refund/replacement directly from Amazon by contacting their Customer Service at 1-888-280-4331 directly. If you still need assistance after contacting Amazon Customer Service, please let us know, and we will do our best to assist you.
You can find our Primal Blueprint Storefront on Amazon here: Amazon Primal Blueprint Storefront.
Product Complaints
All Primal Kitchen products that are within their expiration date should taste great! If you have an experience with a product that smells uncharacteristic or doesn't taste good (outside of personal preference), please let us know by emailing info@primalkitchen.com.
*Be prepared to provide us with the product's Lot # and Expiration date if there is a quality issue.
How To Manage Subscription Orders
Subscription Details
Most of our products are available for subscription on a 1-month, 2-month, or 3-month cadence. Benefits of having a subscription include:
- Save 10% off all products on subscription
- Highest tier of the Primal Perks loyalty program (more points per dollar spent, more ways to spend points, etc.)
- Free shipping on any subscription orders of $25+
- Never run out of your favorite condiments, sauces, and supplements
To start a subscription, add your items to the cart and click “Upgrade to Subscription & Save 10%” under each item. You can then adjust the frequency. Note: Products must be on the same frequency to receive free shipping.
Your payment details will be securely stored, and you will be automatically charged to the card used during the initial purchase on the same day of each month unless you cancel your active subscription.
Manage Subscriptions
When you purchase a subscription, you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select. Your frequency should be based on how often you use the product.
To cancel or modify your subscription, log into your account to manage your subscription settings. There, you can edit the frequency, swap products, or cancel your subscription. There are no fees or penalties to cancel or modify your subscription.
If you need any help adjusting your subscription, please reach out to info@primalkitchen.com, and a customer service specialist will be able to assist you.
Reminders and Communication
We will send a courtesy email reminding customers of their ship dates five days prior to the scheduled ship date. Please make any changes or cancellations at least three days before your next order date to ensure timely processing. If a subscription is canceled after an order is processed, that order will still be shipped out.
Your order confirmation emails have links to your order so that you can easily manage your subscription once you log into your account.
Per our subscription policy, we require a minimum of three business days for any modifications or cancellations.
Feel free to contact us at info@primalkitchen.com for more information.
To Update Credit Card or Address Information
CREDIT CARD - Login to your account - select "Manage Subscriptions," - select "Billing Information," then select "Update Card," and enter your credit card information - Click "Update Card" again to save.
ADDRESS CHANGE - Log in to your account - select "Manage Subscriptions," then select the "Edit" button on the right-hand side of your address, enter the correct shipping/ billing information, and then click "Save" at the bottom of the screen. *All changes made will only affect future shipments.
If an order has already been processed and you need to change the address, please contact customer service at 888-774-6259 or email info@primalblueprint.com. International callers, please use 310-317-4414.
Payment Options For Subscriptions
For a subscription, our system needs the ability to auto-charge monthly. Please use a Debit or Credit card for checkout with your subscription items. Gift Cards, as well as PayPal Express, are not set up for auto-charge functionality.
How To Track Your Order
Log in to your account → Click the "Order Number" for tracking information. If you need additional information, please contact the Courier directly (USPS or FedEx) with your Tracking information so they may further assist you.
*Please note we cannot make changes regarding delivery after an order has already been processed and shipped. If you need to change the delivery address or delivery instructions for an order that has already shipped, please contact the courier directly.
USPS Customer Service - 1 (800) 275-8777
UPS - 1 (800) 742-5877
Missing An Item In Your Order
If you have received an order that is incomplete or missing any item(s), please contact customer service at 888-774-6259 EXT 4110 or email info@primalkitchen.com and include your Order Number with a description of the missing item(s). We will do our best to send you the item as soon as possible!
Wholesale Inquiries
We are in distribution with UNFI as well as KeHe.
If you are interested in a direct Wholesale Account, please Click Here to complete a Primal Kitchen Wholesale application.
We are not currently accepting international, 3rd party, or online resellers applications.
Already Have A Wholesale Account?
- If you already have a Wholesale Account and have been invited to purchase directly from our online Sales portal, You can Log In to your Existing Wholesale Account Here.
- If you already have an existing Wholesale Account but have not yet set up your direct online account, please call 888-774-6259 Ext. 4112 or 4117 (INTL:310-317-4414) or email britt@primalblueprint.com and our Wholesale Manager, Britt, would be happy to assist you!
CANADA
We are not currently extending International Wholesale accounts. However, we are in distribution with Neal Brothers and Left Coast Naturals within Canada. If you are interested in selling our products within Canada, please contact one of our distributors directly.
https://www.nealbrothersfoods.com/
https://www.leftcoastnaturals.com/
Gift Card Purchases
Gift cards are delivered by email and contain instructions to redeem them at checkout on Primal Kitchen and Primal Blueprint. The e-gift card is sent to the purchaser (you), who then forwards it to the recipient whenever you would like them to receive it.
- No refunds or exchanges on gift cards.
- Primal Kitchen and Primal Blueprint Gift Cards never expire and carry no fees.
- Redeemable towards any Primal Kitchen or Primal Blueprint products, including all digital courses.
- Gift cards CANNOT be combined with other discounts or promotions.
- Gift cards are not eligible for Subscription purchases.
Coupons & Promotions
Coupon Code Not Working? Here Are Some Tips
- Coupon codes are case sensitive.
- Coupon codes can only be used once and are eligible for One-Time purchases.
- Only ONE COUPON code per order can be used.
- Unless specifically stated, coupons are NOT VALID for any Subscribe & Save (subscription) orders.
- Check to be sure that the coupon/promotion hasn't expired.
- Double-check the website the coupon is valid on. We have two websites, www.primalblueprint.com and www.primalkitchen.com, and coupons are not always interchangeable between the two.
- Check that the free or discounted item is in your cart.
- Check that any discount requirements are met (minimum purchase or specific item to purchase).
If you still need assistance, please contact our customer service team at info@primalkitchen.com or call us at 888-774-6259. Our hours are Monday-Friday, 7 am-3:30 pm PST.
How To Apply A Coupon Code
After you are finished adding items to your cart, click on "Proceed to Checkout" enter the coupon code in the area provided and select "Apply."
