FAQ - Frequently Asked Questions

How do I place my order?

To place an order, follow these steps:

    1. Add items to your shopping cart.
    2. Proceed to checkout through our website.
    3. On our website, click the "Checkout" button.
    4. Enter your email, name, and address.
    5. If you have a valid discount code, enter it in the "Discount" field and click "Apply."
    6. Continue by clicking "Continue to Shipping Method" and ensure the delivery address is correct.
    7. Click "Continue on to Payment Method."
    8. Enter your payment details.
    9. Click "Complete Order."

 

What if there are items missing or incorrect products when I receive my order?

For missing or wrongly shipped items, please contact us at contact@primekool.com. Provide your order number and proof (image file size should be below 1MB). We'll reship the correct item at no extra cost, and you can keep the wrongly sent item as a gift.

How do I know that my order has been successfully submitted?

You will receive an email confirmation containing the Order Number and details of your purchase.

 

I would like to change my items ordered. What should I do?

You can amend your order on or before 11:00pm (PDT, -7 GMT) on the same day it was placed. Contact us via contact@primekool.com to request changes.

 

How do I add items to my cart?

To add items to your cart:

  1. Navigate to the item's page.
  2. Choose your preferences.
  3. Click "Add to Cart."

 

How do I view what’s in my shopping cart?

To view your cart, click on the Cart icon at the top of the website. You can adjust quantities and delete items from your cart.

 

How do I remove items from my cart?

Click on the "Cart" icon, view items, and click "Remove" to delete items.

 

How do I change the quantity of a particular item in my cart?

In your cart, change the quantity in the "Quantity" field for the item you want to adjust.

 

What are the recommended browsers for this site?

We recommend Google Chrome, Safari, Firefox, and Internet Explorer.

 

What are your payment options?

We accept major credit cards (MasterCard, Visa, American Express, Discover), and Apple Pay. 

How do I use a discount code?

To use a discount code:

    1. Choose the item and click "Checkout."
    2. Enter the required information.
    3. Find the "Discount" field, input the code, and click "Apply."

 

What is your return & exchange policy?

Please refer to our  Returns & Exchanges Policy for information on returns.

 

How to return your item?

Contact us at contact@primekool.com for more information on the return process.

 

What is your cancellation policy?

  • Order Adjustment Timeframe: You have the flexibility to modify or cancel your order within 6 hours of placing it. This window allows us to efficiently process and ship orders.
  • Process for Modifying or Canceling Orders: To modify or cancel your order, please get in touch with our customer support team promptly. You can reach us at contact@primekool.com. Kindly provide your order number and relevant details to ensure quick and accurate processing.
  • Shipped Orders: If your order has already been shipped, we are unable to cancel it directly. In this case, we kindly request that you receive the package as scheduled, and you can refer to our return and exchange policy for further assistance.

 

Is ordering online secure?

Yes, we use SSL encryption to secure your information during online transactions.

 

Is it safe to use my credit card on your website?

Yes, our website employs a secure payment gateway with data encryption.

 

Is my personal information kept private?

Your personal information is private and confidential. We do not share, rent, or sell it without your consent, except as required by law.