Frequently Asked Questions (FAQ)

At Prime Industry Solutions, we want your shopping experience to be smooth, reliable, and fully informed. Below you’ll find answers to some of the most common questions about our products, ordering process, shipping, returns, warranties, and more.

1. Orders & Checkout

How do I place an order?

You can place an order directly through our website by adding items to your cart and completing checkout. If you need help selecting equipment or have questions before purchasing, our support team is happy to assist.

Can I change or cancel my order?

Orders may be modified or canceled as long as they have not yet entered the fulfillment process. Please contact us as soon as possible for assistance.

Do you offer bulk or institutional ordering?

Yes. We provide bulk-order support for clinics, spas, dental offices, and industrial facilities. Contact our team for quotes and lead-time details.

2. Shipping & Delivery

How long does order processing take?

Orders are typically processed within 3–7 business days. Processing times may be longer during periods of high demand or for large equipment items.

Do you offer free shipping?

Yes, we offer free standard shipping within the continental United States. International shipping rates are calculated based on destination and order size.

How can I track my order?

Once your order ships, a tracking number will be emailed to you. Please allow up to 24 hours for tracking details to update.

What if my package is lost or delayed?

If your package appears lost or delayed, we recommend contacting the carrier first. If you still need help after speaking with them, our support team is available to assist.

3. Returns & Refunds

What is your return policy?

Most items can be returned within 30 days of delivery if they are unused, in new condition, and in original packaging. All returns require prior authorization.

How do I start a return?

To begin a return, reply to your order confirmation email with the item details and reason for return. Our team will provide a return label and instructions.

When will I receive my refund?

Refunds are issued once the return has been received, inspected, and approved. Most refunds appear within 5–10 business days after processing.

4. Warranty & Product Support

Do your products come with a warranty?

Yes. All products purchased directly from our website include a 365-day limited warranty covering manufacturing defects in materials or workmanship.

How do I file a warranty claim?

Take photos or a short video of the issue, include your proof of purchase, and email the documentation to support@primeindustrysolutions.com with the subject line “Warranty Claim – [Order ID]”.

5. Payments & Billing

What payment methods do you accept?

We accept major credit and debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, and bank transfers for approved institutional orders.

Why was my payment declined?

Declined payments are typically due to incorrect billing information, insufficient funds, or bank security settings. Try another payment method or contact your bank for assistance.

Are my payment details secure?

Yes. All payments are processed through secure, PCI-compliant payment gateways. We never store credit card information on our servers.

6. Product Information

Are product images and descriptions accurate?

We work hard to provide accurate descriptions, specifications, and photos. However, variations in screens and manufacturing updates may cause slight differences.

Do you offer product consultations?

Yes. Our specialists can help you select the right equipment based on your business needs. Contact us for personalized support.

7. General Questions

Where are you located?

Our main office is located in Chicago, Illinois. We ship nationwide and internationally.

How do I contact customer support?

You can reach us by email at support@primeindustrysolutions.com or by phone at +1 (224) 601-4697.

Do you work with businesses outside the U.S.?

Yes. We regularly support international clients. Shipping rates and customs requirements vary by country.

If you still have questions, our team is here to help. We appreciate your trust in Prime Industry Solutions and are dedicated to providing a smooth, informed, and professional customer experience.