I have a problem with my order!Updated 21 days ago

What if something is missing, damaged, or wrong with my order?

Check your shipping confirmation first — some orders ship in multiple packages and may arrive separately.

Include the following whenever possible:

Order number or email address
Photos of the item received
Photos of packaging
Shoebox sticker (for footwear issues)

Received the Wrong Item?

First and foremost, we're human. While we work hard to ensure every order is fulfilled accurately, mistakes can occasionally happen. If we sent the wrong item, we're sincerely sorry for the inconvenience and appreciate the opportunity to make it right.

The fastest and easiest resolution is to process an exchange through our Return & Exchange Portal. Simply select the return reason that best matches receiving an incorrect item, and a prepaid return shipping label will be provided after submission for U.S. Addresses.

This allows our team to quickly verify the return, reserve replacement inventory when available, and get the correct gear on its way to you as efficiently as possible.

Damaged Item or Manufacturing Defect?

If your item arrived damaged or you believe it has a manufacturing defect, please send photos to [email protected] within 30 days of delivery for review.

Our manufacturer defect warranty covers:

Apparel & Gear: 6 months from delivery date per tracking
Footwear: 12 months from delivery date per tracking

Please note that warranty coverage applies to manufacturing defects and does not cover normal wear and tear, accidental damage, improper care, misuse, abrasion from use, or damage that occurs during regular wear.

Chargebacks

Please contact us before initiating a chargeback. In most cases, we can provide a much faster resolution directly.

If a chargeback is opened, we are unable to take further action on the order until the chargeback process has concluded.

Our Commitment

We take pride in our products, our service, and our community. If something isn't right with your order, we'll work with you to find the best available resolution as quickly as possible.

Thank you for choosing Born Primitive.

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