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Frequently asked questions
What is the return policy?
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Return Policy — Primewood.shop
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Return Window
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Items may be returned within 14 days of the date of purchase. 7 days after delivery.
Requests made after 14 days of purchase and 7 days after delivery will not be accepted.
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How to Return an Item
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Returned items must be unused, in original condition, and in their original packaging with all accessories and hardware included. We cannot take back used items as this is a health violation to both workers and guests.
- Contact us with your order number and reason for return.
- We'll confirm eligibility and provide return instructions.
- Ship the item back to the address provided.
- We will inspect the items and process the refund according to guidelines and refund any salvageable items.
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Return Shipping
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Customers are responsible for return shipping costs, except in cases of faulty or defective products. We recommend using a trackable shipping method — we're not responsible for items lost in transit.
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Restocking Fee
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A 20% restocking fee applies to all returned items, deducted from your refund.
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Faulty or Defective Products
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If an item arrives faulty or defective, contact us within 5 days of delivery with photos of the issue.
For faulty items, return shipping is free and the restocking fee is waived.
We'll arrange a replacement or full refund.
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Refunds
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Once your return is received and inspected, we'll process your refund (minus applicable fees) within 3-5 business days of receiving returned orders.
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For the Whirlwind device:
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If damaged, send in a video demoing the issue to utilize your device warranty.
If dissatisfied, we offer a 50 percent refund. Legally we cannot obtain any open devices of this category as it is in health violation to resell sex toys such as these.
How do items come shipped?
All items are shipped in discreet packaging. Your order arrives in a white or brown box or a white or black bag for added privacy. The outer box is labeled PW LLC to maintain confidentiality. We've designed our packaging so curious hands won't be able to identify what's inside.
My items may be damaged?
If your item arrives damaged or within 30 days of delivery, we will actively replace it at no cost to you. We stand behind the quality of our products and want you to be completely satisfied with your purchase.
We will also ask that you see our Product FAQ listed above for greater insight.
Can I change my address?
If you need to change your delivery address, we make it simple. Since we offer a second shipment option window, you can call us directly or contact your shipping service to update your address before your order ships. This gives you flexibility and peace of mind if anything changes.
How do I use these items?
For detailed information about our products, safety guidelines, and best practices, please refer to the Product FAQ section above. It includes comprehensive usage instructions for all our tools along with important safety tips and answers to common concerns.
