Delivery & Returns
Q: Which countries does Prime Derma Supplies ship to?
A: We ship to most countries worldwide from our warehouse in Toronto, Canada. When creating an account, you can see if we ship to your country.
Q: Which courier company do you use to ship the order?
A UPS Express Service. Shipments arrive within 1-3 days from date of dispatch. Tracking number is provided.
Q: How much does shipping cost?
A: There is a flat rate shipping fee of $30USD on orders of all sizes.
Bulk orders of 50+ boxes enjoy free shipping.
Q: How can I track my order?
A: You will receive the tracking number on the same day of shipment, enabling you to follow your consignment online from departure of our warehouse till arrival at your desired destination. We advise you to use an universal tracking provider such as 17track for any shipment.
Q: My package is delayed – what can I do?
A: If a package is delayed we will open a case at our forwarders. We cannot resend or refund a package until after the case has resolved.
Q: My package has been suspended in customs – what can I do?
A: If a package is stopped by customs, we advise you to contact your local customs office and either try to have the package released or reject it and have it returned to us. Once we receive the returned package, we will either resend the package again or will refund the amount of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility of seized goods. We will not refund parcels containing botox.
Q: Can I pick-up my order in your warehouse?
A: Our Toronto warehouse is not open to the public. All orders are shipped out via UPS.
Q: Can I return or exchange an item?
A: Yes, you can return within 8 working days, as long as the reason falls under one of the following conditions: The product contains manufacturing defects or the wrong product was delivered. Photos must be provided.
We will not exchange an item If the product has been scratched or dented during shipping.
Please contact our customer service before returning the products: Contact us here
Q: Will I be refunded the full value of my order?
A: Your refund will be issued to the original credit card used to place the order. Shipping costs are not refunded. Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.