How can I assist in making sure my order is processed in a timely and accurate manner?
Please confirm all orders, delivery requirements and special instructions in writing by email or by fax to ensure that your order will be processed accurately.

How does Primo package their products?
We can individually polybag each product or package them in customised gift boxing and wrapping tissue sheet, imprinted with artwork. This is an area in which we specialise.

Does Primo have a minimum purchase amount?
We require a 50 piece or $ 1000 minimum, whichever is less, per shipping address.

Will you provide samples?
Some samples are available upon request and may be returned within 30 days. We also can provide virtual images showing your artwork placed on the product in the desired location.

How much does it cost for fabricating prototype samples?
We can prepare a custom sample for a minimum charge of $ 100.

What are the setup charges involved in sampling ?
The one-time setup charges for developing customized samples with the artwork debossed on the product and imprinted on the wrapping tissue and gift box, is $ 200.

What do you require for sampling ?
We require either a prototype or a paper rendering of the product. Lead time for samples is 3-4 weeks after receipt of artwork and approval of paper proofs that we send for review. We also rush samples of existing styles within 2 weeks in case of urgent time-sensitive programs.

What is your average turn-around time for production?
Typically 4-6 weeks is needed for production by air or 90 days by sea, however, we always make exceptions to expedite production in case of urgent time-sensitive programs.

What will you need to make a die for my embossing or debossing?
We require camera ready artwork in order to make a die. Die cost are a one-time charge.

How will my order be shipped?
Unless otherwise requested all orders are shipped via UPS or Fedex. If other carriers are requested please be sure to include your account number.

What is Primo Exim's cancellation policy?
All orders confirmed in writing are considered firm and cannot be cancelled.

What is your policy regarding claims?
Claims must be within 10 days of shipping. Shortage claims must be filed within 48 hours of receipt.

What is Primo Exim's payment terms?
Net 30 days if credit is approved.