Refund Policy

Primal 500 is a DBA of Player’s Products, Inc. We want you to be confident in every order, whether it’s a one-time box or part of your Auto Ship subscription. This policy explains when you can return an item, how refunds are handled, and how to reach us if something arrives wrong.

Our 30-day return window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. After 30 days have passed since delivery, we’re unable to offer a refund or exchange.

What can be returned

To be eligible for a return, your item must be in the same condition that you received it, unused, with any tags still attached, and in its original packaging. You’ll also need the receipt or other proof of purchase.

What cannot be returned

Because we ship premium food and supplements, certain items can’t be returned once they leave us. These include:

• Perishable goods, such as fresh or frozen food and other items meant to be consumed.
• Personal care goods, such as supplements and beauty products, once opened or used.
• Custom or personalized products, such as special orders made to your request.
• Hazardous materials, flammable liquids, and gases.
• Sale items and gift cards, which are final and can’t be returned or refunded.

If you’re not sure whether your item qualifies, reach out before you ship anything back and we’ll let you know.

Damaged, defective, or wrong items

Please inspect your order as soon as it arrives. Contact us right away if the item is defective or damaged, if a cold-chain shipment shows up warm or compromised, or if you received the wrong product, so we can evaluate the issue and make it right. We may ask for a photo to help us sort it out faster.

How to start a return

To start a return, email us at support@primal500.com with your order number and the reason for the return. If your return is accepted, we’ll send you instructions on how and where to send your package, along with a return shipping label if one applies. Items sent back to us without first requesting a return can’t be accepted.

Refunds

Once we receive and inspect your return, we’ll let you know whether the refund was approved. If it’s approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return and you still haven’t seen the refund, please contact us at support@primal500.com.

Exchanges

The fastest way to get what you want is to return the eligible item you have, and once the return is accepted, place a separate order for the replacement.

Auto Ship subscriptions

Auto Ship orders follow the same return rules above. To skip a delivery, change your cadence, or cancel, manage your subscription in your account or email support@primal500.com before your next order processes. Once an Auto Ship order has shipped, the perishable and personal care carve-outs in this policy apply.

European Union 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a justification. As above, the item must be in the same condition that you received it, unused, with any tags still attached, and in its original packaging. You’ll also need the receipt or other proof of purchase. The perishable, personal care, custom, and final-sale exclusions above still apply.

Questions

If you have any questions about a return or refund, email us at support@primal500.com. You can also review our Shipping & Delivery details or visit the support center.