What if something is missing, damaged, or wrong with my order?Updated 15 days ago

We’re here to help! While we take great care when preparing every order, mistakes or shipping issues can occasionally happen. Our live Customer Service team is available during business hours and is happy to assist with any order concerns.

Before reaching out, please check your shipping confirmation email. Some orders may ship in multiple packages, and items can arrive separately depending on fulfillment availability.

Please contact us within 30 days of delivery for missing items, damaged items, or order concerns.

To help us resolve your request as quickly as possible, please include:

• Order number or email address used at checkout
• Photos of the item received (if applicable)
• Photos of the packaging
• Shoebox sticker or product label (for footwear issues)

Received the Wrong Item?

First and foremost, we're human. While we work hard to ensure every order is fulfilled accurately, occasional mistakes can happen. If you received an incorrect item, we’re sorry for the inconvenience and appreciate the opportunity to make it right.

For the fastest resolution, please use our Return & Exchange Portal to submit an exchange request. Select the reason that best matches your issue, such as receiving an incorrect item.

The portal allows our team to quickly review your request, verify the return, and process a replacement when inventory is available.

For U.S. customers, a prepaid return label will be provided after your exchange request has been submitted and approved through the portal.

Missing Item From Your Order?

If an item appears to be missing, please first confirm whether your order shipped in multiple packages. Some items may fulfill separately and arrive at different times.

If you are still missing an item after confirming your shipment details, please contact our Customer Service team with your order information so we can review the issue.

Damaged Item or Manufacturing Defect?

If your item arrived damaged or you believe it has a manufacturing defect, please contact us with photos of the issue 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 only. It does not cover normal wear and tear, accidental damage, improper care, misuse, abrasion from use, or damage caused during regular wear.

Chargebacks

Please contact us before initiating a chargeback. In most cases, we can provide a faster resolution by working directly with you.

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

Our Commitment

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

Thank you for choosing Born Primitive.