| What are the delivery fees? |
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Once your order ships, an automated e-mail notification will be sent to the e-mail address provided. We will arrange for shipment of the products to you. Please check the individual product page for specific delivery options.
After placing the order you will receive by email the tracking code of your package. |
| How long does Prime Depot need to prepare and ship my order? |
You can see the preparation time for each product next to its availability. The preparation time for most of the products is 24/48. It is even possible for your order to be shipped on the very same day if it only includes products with immediate delivery and it has been paid before midday. |
| What is included in the shipping charges for delivieries outside the European Union or The Canary Islands, Ceuta and Melilla? |
In the case of deliveries outside the European Union or to the Canary Islands, Ceuta and Melilla, customs charges at destination or other taxes (duties) are not included. If they are applicable, the consignee will be responsible for paying them, as well as all import expenses and taxes generated at the customs of destination, whether the products are actually delivered or the consignee does not accept them. We will make every effort to deliver the orders in the shortest time possible, but you need to take into account the regulations of the country of destination for importing the ordered items as Prime Depot will not be held responsible for them nor the effects caused by strikes, armed conflicts or other circumstances beyond its control. Prime Depot will not be held responsible for customs clearance delays or if the local authorities decide to confiscate any element contained in the shipment. |
| To which countries can I send my orders? |
Prime Depot is automated and ships to almost every country in the world with express courier. However, shipments to destinations outside the EU may have certain restrictions or special procedures for the management of customs formalities. If you have dropshipping orders outside the EU, you must attach the invoice you issued to your customer in the order menu of your control panel. |
| Can shipments be sent to the Canary Islands, Ceuta, and Melilla? |
Prime Depot ships to the Canary Islands, Ceuta and Melilla. Please be aware that orders need to pass through customs. If you are not registered as a Spanish exporter you will not be able to make dropshipping shipments to the Canary Islands, Ceuta or Melilla. The only way to make these shipments is for you to receive the order from your stores and then re-send it to your client. |
| What are the shopping costs and the delivery time? |
You can estimate the shipping costs and delivery time in the Prime Depot shopping cart yourself. |
| Does Prime Depot offer package tracking? |
Yes, you can track any package and check the tracking number in your control panel. |
| What is included in the shipping charges? |
The shipping charges include:
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| How to cancel an order? |
If you wish to cancel an order and stop your shipment, you can cancel it from the Orders menu of your Control Panel. However, we inform you that, due to the high level of automation in the management of orders, the timescale in which an order can be cancelled may be short. The cancellation process is automatic and, for this reason, if the system does not allow a cancellation to be made, this will no longer be possible. Please review your orders, delivery addresses, amounts, products, quantities and attributes thoroughly before finalising them. |
| What happens if you notice that you need to make a change after placing an order? |
In the event that there is a need to change some specific data of the shipping addresses, it can be modified if the order has not yet been issued. For this, open an «order not received» incident in the After Sales Department. Our staff will get back to you as soon as possible. In all other cases, the solution will be to cancel the order and create a new one. After a few days, Prime Depot will refund you for the cancelled order. |
| How should you proceed when receiving a shipment? |
All our items leave the warehouse with the packaging in perfect condition. The first thing you should do is check that the number of received packages matches those sent. Second, inspect each package externally with great care in order to see if there are any signs of it having been hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier seals or any sign that may lead to suspect that the goods may be damaged. It is mandatory to leave a note and signature on the courier’s delivery note, either on paper or digital support (PDA), «PACKAGE VISIBLY DAMAGED» if these signs are present. Not signing a package as VISIBLY DAMAGED and then presenting images that show visible damage to it will mean the incident will automatically be rejected. If you are a Dropshipper, take advantage of the order confirmations sent to your customers to educate them in this good practice, as BigBuy does with its distributors. |
| How can I track my shipment? |
Prime Depot has installed a menu in its control panel to see the latest information on monitoring its most recent orders. You can find it in tracking, under the orders menu. With this tool you can choose whether you want to view the tracking information of a single order or all orders simultaneously or if you want to filter the information by tracking status. Remember to check the ‘Problems’ section periodically so that, if necessary, you can get in touch with the customer and solve their problems. After dealing with the problem, you can mark it as ‘read’ to distinguish already-solved problems from those that are still to be solved. You can also download the tracking through the section Download Trackings. |