Frequently Asked Questions
Q: What is my Value Code?
A: Your Value Code is printed on printed ads, direct mailings that you may receive and web banners on our web site. You do not need a Value Code to shop on this web site, but you must enter the Value Code to receive any special offers or savings. If you order from a direct mailing or a printed ad in a magazine, please make sure that you enter the Value Code when you reach the first checkout page, to be sure that you get the offer from that promotion activity. If you do not enter the Value Code, we cannot make sure that you get the special offer or special saving in the printed ad or direct mailing. Different value code offers can not be combined in one purchase.
Q: Where do you ship?
A: We currently do not accept international orders, including those to Canada. We only ship to addresses within the United States, including APO/FPO.
Q: Is ordering online safe?
A: Yes. We have applied different technologies and procedures to make sure that our online transactions are safe and secure, so you can shop from us with confidence. You can be assured that your credit card and personal information cannot be seen by anyone that is not authorized. For more information, see section “Privacy & Security”.
Q: Will you share my e-mail address with other companies?
A: We will not sell or rent your e-mail address to outside marketing companies. But we may share your e-mail address with our affiliated companies, so that you can enjoy their special promotions.
Q: Can you ship to a PO Box?
A: Yes, in most cases we can ship orders to PO Boxes.
Q: What if I want to pay by check or money order?
A: If you wish to pay with check or money order, you cannot place your order through this web site, but send your order (including full name and address) with payment to:
PO Box 17877
Sarasota FL, 34276
NB: This address is only for orders and NOT for returns! If you are ordering from an ad, make sure you include your Value Code with your order. If there is not sufficient funds on your bank account to have the checked cashed, there will be a $ 25.00 fee charged for all returned checks.
Q: Which credit cards does Primo Comfort accept?
A: We only accept credit cards as payment method on this web site. We accept these major credit cards: Visa, MasterCard and Discover.
Q: How soon will I receive my shipment?
A: Most customers will receive their orders within two weeks. However, delays can occur, so please, therefore allow 30 days for delivery. Sometimes we may temporarily be out of stock of a particular item, because we receive more orders than anticipated. If that occurs, we will notify you of any delay of more than 30 days from order date. Checks will be cashed when received (even if an item is on backorder). If any unforeseen event should result in a cancellation of your order, you will receive a full refund.
Q: Will I be charged sales tax?
A: By law, applicable sales tax may be required on orders shipped to Florida.
Q: What are the shipping and handling charges?
A: Shipping and handling will vary by item and Value Code that you enter at checkout. If you don’t have a Value Code (from printed ad or direct mail) the standard shipping charges will apply. Please, see section “Ordering Information”.
Q: How do I make a return?
A: You may return any item in its original condition and preferably in its original packaging, within 90 days from purchase, for a refund of the purchase price (excluding shipping & handling). To return the item, simply package the item, include your name, address and reason for return/exchange and ship the package back to us at:
PO Box 17877
Sarasota FL, 34276
Please, also tell us if you would like to receive a replacement or a refund. If you used a credit card to purchase, you will receive a credit to the same credit card account. In the event of an exchange, a new order will be placed using the same account. It’s the customer’s responsibility to pay for the shipment back to us. Please do not send packages C.O.D. as we cannot accept such packages.
Q: What is your refund policy?
A: We stand behind every product we sell with our 90 day money back guarantee. If you’re not 100 % satisfied with your purchase, simply return it within 90 days, for any reason, and your purchase price will be refunded (excluding shipping & handling). Please be aware, dependent on when your credit card statement runs, it may take up to 3 credit card statement cycles before the credit appears on your physical bill.
Q: How do I place an order on this web site?
A: When shopping online, simply click on the item you want. Select a color and size if applicable and the desired quantity. Then click the “add to cart” button. Once you have selected all of the products you want, click on the checkout button. At the checkout page you have an option to remove items or change quantity. There, we will also ask you for a Value Code that you may have if you’re ordering from a direct mailing or a printed ad. When you continue with the checkout process, make sure that you finish all steps until the order is placed and submitted. You will get an order confirmation back by e-mail. You will also receive an e-mail update if the status of your order changes.