Shipping policy
Effective Date: December 19, 2025
1. Introduction
At Franzaria Stores LLC, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.primegrillshop.com.
2. Shipping Destinations
Countries We Ship To:
United States
Future Expansion:
We are continually working to expand our shipping destinations. Please check back regularly for updates.
3. Shipping Costs
Domestic Shipping (United States):
Standard Shipping:
Free shipping on all orders
International Shipping:
Not available at this time
No Hidden Fees:
All shipping costs are calculated and displayed at checkout. There are no hidden fees.
4. Order Processing Time
Processing Time:
Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).
Order Cut-Off Time
Orders placed before 5:00 PM EST will begin processing the same day.
Weekend and Holiday Orders:
Orders placed on weekends or public holidays will be processed on the next business day.
5. Estimated Delivery Time
Domestic Shipping:
Standard Shipping: 3-5 business days
Notes:
Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.
6. Shipping Methods and Carriers
Reliable Carriers:
Domestic Carriers: [e.g., USPS, UPS, FedEx]
We partner with reputable carriers to ensure your package arrives safely.
Shipment Tracking:
All orders include tracking information, which will be provided via email once your order has shipped.
Insurance:
Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.
7. Order Tracking
Tracking Information:
Tracking Number
Carrier Name
Link to Track Your Package
After your order has been shipped, you will receive an email containing:
How to Track Your Order:
Visit www.primelivingoutdoors.com/track-order or the carrier's website.
Enter your tracking number to view the status and estimated delivery date.
Assistance:
If you have questions or need assistance with tracking, please contact our Customer Service.
8. Delivery Issues
8.1 Delayed or Lost Packages
Delayed Delivery:
If your package is delayed beyond the estimated delivery time, please contact us at support@primegrillshop.com or (970) 292-6488.
Lost Packages:
Verify the shipping address provided.
Check with neighbors or building management.
Contact us for further assistance.
If your tracking information indicates that your package was delivered but you have not received it:
8.2 Damaged Packages
Reporting Damage:
Take photos of the damaged packaging and items.
Contact us within 48 hours at (970) 292-6488.
If your package arrives damaged:
-
Resolution:
-
We will work with you to arrange a replacement or refund as appropriate.
9. Missing Items
Reporting Missing Items:
Contact us within 3 days of receiving your package.
Provide your order number and details of the missing item(s).
If any items are missing from your order:
Resolution:
We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.
10. Freight Claim, Return and Refund Policy
10.1 Freight Claims
Inspection Requirements
Open and inspect the order while the delivery driver is present.
If the driver does not allow sufficient time, note this on the delivery receipt.
Signing the delivery receipt without noting damage confirms the order arrived complete and in excellent condition.
10.2 Reporting Damage
Document all damage or missing items directly on the delivery receipt.
For severe damage, write “Refused due to damage” and contact us immediately.
Do not discard damaged items or original packaging.
All damage must be reported within two (2) business days, including photos and delivery details.
10.3 Concealed Damage
Concealed damage is reimbursed at one-third (1/3) of the product’s cost.
10.4 Return of Damaged Goods
Damaged items must be returned within 30 days.
Failure to return them will result in a charge to your original payment method.
11. Return Eligibility
11.1 Return Request Window
Return requests must be submitted within 15 days of delivery.
11.2 Conditions for Return
To qualify for a return, items must be:
Unused, undamaged, and in their original condition
In the original packaging, with all accessories included
Accompanied by a receipt or proof of purchase
12. Return Process
12.1 Initiating a Return
To start a return:
Email support@primegrillshop.com or call (970) 292-6488.
Provide your order number and reason for return.
You will receive an approval or denial within 1–2 business days.
If approved, you will receive:
A detailed Return Authorization
Return shipping labels (if requested)
Instructions for completing your return
You will have 10 days from the date you receive the Return Authorization to ship the product back.
12.2 Return Shipping
Customers are responsible for all return shipping costs, unless the item was defective, damaged, or incorrect due to our error.
Use a trackable shipping service.
Items returned outside the approved process or timeframe are not eligible for a refund.
13. Fees and Restocking
A 20% restocking fee may apply to approved returns.
14. Specific Return and Refund Conditions
14.1 Change-of-Mind Returns
Must follow the 15-day return request rule.
Item must be unused and in original packaging.
Refunds are issued to the original payment method, minus any restocking fees and shipping costs.
14.2 Defective or Damaged Goods
Contact us within 48 hours of delivery.
Provide photos or videos of the defect.
We will offer a replacement or full refund (including return shipping when applicable).
14.3 Incorrect Product Received
Notify us immediately.
We will arrange for return shipping at our expense and send the correct product.
14.4 Product Never Arrived
Contact us if your order has not arrived within the estimated delivery timeframe.
If the shipment is confirmed lost, we will offer a replacement or full refund.
14.5 Order Cancellation
Orders may be cancelled for a full refund before shipment.
If the order has shipped, you must follow the standard return process after receiving the product.
15. Exceptions to the Return Policy
The following items are non-returnable and non-refundable:
Custom or personalized products
Perishable goods
Intimate or sanitary items (unless unopened)
Gift cards
Downloadable digital products
16. Incorrect Address
Address Accuracy:
Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
Returned Packages:
We will contact you to arrange reshipment.
Additional shipping charges may apply.
If a package is returned to us due to an incorrect address:
17. International Customs and Duties
Customs Clearance:
International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.
Taxes and Duties:
Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.
Customs Policies:
Customs policies vary widely by country. Please contact your local customs office for more information.
18. Contact Information
If you have any questions or concerns regarding your shipment, please contact us:
Customer Service Email: support@primegrillshop.com
Customer Service Phone: (970) 292-6488
Company Address:
Franzaria Stores LLC
2020 N Academy Blvd, Ste 261 #4129
Colorado Springs, Colorado 80909
USA
Our customer service team is available Monday to Friday, 10:30 AM to 6:30 PM Eastern.
14. Changes to This Shipping Policy
We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.
Thank you for shopping with Franzaria Stores LLC!
We appreciate your business and are committed to providing you with exceptional service.