Shipping Policy

Primal 500 is a brand of Player’s Products, Inc. (“Primal 500,” “we,” “us,” or “our”). Because we ship perishable, flash-frozen food, the terms below govern how your order is handled from the moment you place it to the moment it reaches your door. By placing an order you agree to this Shipping Policy.

Where we ship

We currently ship to street addresses within the contiguous United States. We do not ship to Alaska, Hawaii, U.S. territories, P.O. boxes, APO/FPO addresses, or international destinations. If we cannot ship to your address, we will let you know and arrange a refund for that order.

You are responsible for entering a complete and accurate shipping address. We are not able to reroute a package once it has shipped, and we are not responsible for delays or losses caused by an incorrect or incomplete address you provided.

Order processing and cutoff times

Orders are packed and shipped on business days, Monday through Thursday, so that frozen product does not sit in a carrier facility over a weekend. We generally do not ship on Fridays, weekends, or U.S. holidays.

• Orders placed before the daily cutoff on a shipping day are prepared and handed to the carrier the same day or the next shipping day.
• Orders placed after the cutoff, on a weekend, or on a holiday are processed on the next shipping day.

We may hold an order and adjust its ship date to avoid a weekend or holiday in transit, or when extreme weather along the route puts the cold chain at risk. The exact cutoff time, ship-day schedule, and any seasonal holds are shown at checkout and in your order confirmation, which control if they differ from the general guidance above.

Carriers and transit times

We ship frozen orders by expedited and overnight service through national carriers so that product spends as little time in transit as possible. The available shipping methods and their estimated transit times are shown at checkout based on your destination.

Transit times are estimates provided by the carrier and are not guaranteed. Weather, carrier volume, and events outside our control can delay delivery. Because our packaging is built to keep product cold well beyond the expected delivery window, a short carrier delay typically does not affect the quality or safety of your order.

Shipping costs and free shipping

Shipping cost is calculated at checkout based on your destination, the contents of your order, and the service selected. Any free shipping threshold or promotion in effect is shown at checkout and applies to the order subtotal before taxes and after discounts. Promotional shipping offers may be changed or ended at any time.

Auto Ship subscriptions

If you enroll in Auto Ship, your recurring orders are processed and shipped on the cadence you selected, following the same cutoff and shipping-day schedule described above. You can review, reschedule, skip, or change a delivery date for an upcoming Auto Ship order from your account, up until that order enters processing. Once an order has entered processing it cannot be changed or canceled. Recurring billing and cancellation terms are described in our subscription terms and at checkout.

How we pack frozen orders

Every order is packed to maintain a frozen cold chain in transit. We use insulated containers with dry ice or gel coolant sized to the order and the expected time on the road, so that contents stay frozen or very cold throughout normal delivery and through a reasonable delay.

Dry ice is a normal and expected part of frozen shipping. Handle it with care, do not touch it with bare skin, keep it away from children and pets, and let any remaining dry ice evaporate in a well-ventilated area. Do not place dry ice in a sealed container or down a drain. Insulated liners and gel packs can be discarded or recycled according to the instructions included in the box and your local guidelines.

Delivery, signature, and risk of loss

Most deliveries do not require a signature. To protect your order, please make sure someone can bring it inside promptly, or provide delivery instructions, especially in hot weather. We are not able to control exactly when the carrier delivers.

Risk of loss and title pass to you when the carrier delivers the package to the address you provided. We strongly recommend planning to be available, or to retrieve your order quickly, on the expected delivery day so that perishable food is not left outside longer than necessary.

If your package arrives warm, thawed, or damaged

Our packaging is designed so that product may arrive partially thawed yet still cold, which is normal and safe to refreeze or use. As a general guide, items that are still cold to the touch are fine. Use your own judgment and food-safety practices.

If your order arrives with contents that are warm, fully thawed and no longer cold, visibly damaged, leaking, or missing, please contact us right away so we can make it right. To help us resolve a claim quickly:

• Contact us within the claim window noted in your order confirmation after the delivery date.
• Include your order number and a brief description of the problem.
• Where possible, send a few photos of the packaging, the coolant, and the affected items before discarding anything.

When food safety is in question, do not eat the product. Once we review your claim we will arrange a replacement or refund for the affected items as appropriate. How refunds and replacements are handled is described in our refund policy.

Failed, refused, and undeliverable deliveries

Because our orders are perishable, a package that is refused, returned to sender, or left undeliverable due to an incorrect address or an unavailable recipient generally cannot be reshipped and may not be eligible for a refund. If you anticipate not being able to receive a scheduled delivery, please reschedule it before it ships.

Changes to this policy

We may update this Shipping Policy from time to time. The “Last updated” date at the top reflects the most recent changes, and the version in effect when you place an order applies to that order.

Questions and contact

For questions about shipping, a specific delivery, or a damaged or warm arrival, email us at support@primal500.com with your order number. To understand how we handle your personal information, see our Privacy Policy.