Underwear is final sale
All Primal Play underwear is sold final sale. We can't accept returns or exchanges on it.
This is standard across the underwear industry, and the reason is hygiene: once a pair of underwear has left our hands, we have no way to verify it hasn't been worn, and we won't resell something that might have been. There's no version of an underwear return policy that's both safe and honest.
Being upfront about it also lets us keep our prices where they are rather than building the cost of returns processing into every order.
What we will always fix
Final sale doesn't mean you're stuck with a mistake we made. Email us within 14 days of delivery at hello@shopprimalplay.com if:
- Your order arrived damaged
- You received the wrong item, color, or size
- Something is missing from your order
- There's a manufacturing defect
Send your order number and a photo if there's something to see. We'll replace it or refund it. You won't be asked to ship anything back to us.
Before you order
Because we can't accept returns, it's worth getting the size right the first time.
- Check our size guide before ordering
- If your child is between sizes, size up
- If you're unsure, email us and describe your child's current size and fit. We'd rather answer a question than have you order the wrong thing.
Canceling an order
If you need to cancel, email us as soon as you can. We can usually cancel before a package ships. Once it's gone, we can't.
Refund timing
Approved refunds go back to your original payment method. Your bank usually takes 5 to 10 business days to post it after we issue it.
Questions
hello@shopprimalplay.com