Customer Service



Shipping & Delivery


We use UPS and USPS to ship our products and we ship out of Huntington Beach, CA. Our processing time is usually 2 days or less from the time of purchase. However, a short delay can occur due to the fact that our products are handmade and we will make certain products at the time of order receipt. This keeps our products fresh and will arrive to you in the best condition. We will contact you if we have any items that may delay your order. If you would like to get a time frame, please feel free to contact us by phone or send us a message. We currently only ship in the United States. Orders for Hawaii and Alaska will be shipped via USPS.

We offer a flat rate of $6.95 in the US. For any order that requires speedy delivery, please use the shipping calculator at the shopping cart to get a quote. Free shipping is valid on orders of $65+ to the continental US. Primal Elements has the right to choose the shipper for our free shipping special.


Returns & Replacements


We gladly accept returns of defective or incorrectly shipped items. Our soaps are handmade and will have slight variations on different batches. So please take that into consideration when looking at soap designs. Prior to returning the product, please contact our Customer Service department at (800) 434-8277 for a return authorization within 15 days of receiving your order. If a return is necessary, the Customer Service Representative will provide you with a Return Authorization number.

When returning the product, please keep the following points in mind:

  • Return in original packaging and condition.
  • Shipping/handling fees are refunded only if the product is defective or shipped incorrectly by our company.
  • COD will not be accepted; you must prepay the shipping costs.
  • Mail your return using a traceable ground shipping method (we recommend UPS or FedEx).
  • It may take up to 10 days to process the return and credit your account. All credits will be processed back to the original credit card.


Payments


We accept all major credit cards and Paypal. All credit card information is encrypted and we do not store any card information in our system. Be assured that your shopping experience with us is secure.


Privacy & Security


Information you supply to us will not be shared with anyone else, be assured that your information is protected. To secure and protect your information, we use a SSL certificate to encrypt all information transmitted to us. Your credit card information is not stored in our system, so your shopping experience with us is a safe one.


Account Information


By signing up for an account on our website, you have the ability to speed up your ordering process. You may also view previous orders placed with us and track the process of current orders. Other benefits include adding items to a wishlist to save for a later date. You may update all account information by logging into your account. If you have any questions, please feel free to contact us.