FAQs

How do I contact Prime Active Living?

You can email us anytime at info@primeactiveliving.com. Our customer support team is always happy to assist you with anything you need.

Do you ship worldwide?

Yes, we ship internationally.

Where do you ship from?

All orders are shipped from our Hong Kong warehouse.

Can I change or cancel my order?

We process orders quickly, so all change or cancellation requests must be made within 12 hours of placing your order.
Requests made after this window cannot be guaranteed.
However, you may return the order for a full refund once it arrives.

What payment methods do you accept?

We accept:

  • VISA

  • Mastercard

  • American Express

  • PayPal

When will my order be processed?

Orders are processed Monday–Friday.
Processing time is 1–3 business days, and orders ship the day after processing.
Please allow extra time during holidays or sale periods.
We do not ship on weekends.

How long will it take to receive my order?

Due to high demand, deliveries typically take 1–2 weeks to arrive.

What if I don’t receive my order?

If your order hasn’t arrived within 30 days after shipping, you are eligible for a full refund.

Will I be charged customs or taxes?

All prices are shown tax-free in AUD.
Depending on your country, you may be required to pay customs duties or taxes upon delivery.
These fees are determined by your local customs office and are not covered by us.
For more details, please contact your local customs authority.
Please note: customs delays may occur and are outside our control.

How do I return an item?

To initiate a return, please email us at info@primeactiveliving.com and our team will guide you through the process.

What if the item I received is defective, incorrect, or damaged?

If you receive an incorrect, missing, or defective item, please contact us immediately.
Include:

  • Your order number

  • Photos of the item(s)

  • Any relevant details
    We’ll resolve the issue as quickly as possible.

When will I receive my refund?

Refunds are issued to your original payment method.
For credit/debit cards, please allow 7–10 business days for your bank to process the credit after we issue it.
If your refund hasn’t appeared yet, contact your bank or card provider, as posting times may vary.