We want you to receive your order as soon as possible! Our priority is to make the time between placing an order and sending it as short as possible. We pack the goods carefully in order to prevent damages during transport.
Free Shipping Policy:
We are excited to offer free shipping to our valued customers in select countries. Please find the details of our free shipping policy and prices based on the region below:
European Union (EU) Countries: For customers in EU countries paying with EUR, we provide free shipping on orders above 49 EUR. This offer is applicable to parcels with a total weight below 2 kg.
Free shipments to other European countries paying with other currencies:
Sweden – can enjoy free shipping on orders above 550 SEK
Romania – can enjoy free shipping on orders above 240 RON
Czech Republic – can enjoy free shipping on orders above 1150 CZK
Denmark -can enjoy free shipping on orders above 350 DKK
Norway – can enjoy free shipping on orders above 560 NOK
Switzerland – can enjoy free shipping on orders above 45 CHF
Hungary – can enjoy free shipping on orders above 18000 HUF
Bulgaria – can enjoy free shipping on orders above 95 BGN
Serbia – can enjoy free shipping on orders above 5600 RSD
Moldova – can enjoy free shipping on orders above 135 MDL
Belarus – can enjoy free shipping on orders above 130 BYN
Georgia – can enjoy free shipping on orders above 135 GEL
Iceland – can enjoy free shipping on orders above 7300 ISK
Ukraine – can enjoy free shipping on orders above 1950 UAH
United States of America (USA): Customers in the United States can enjoy free shipping on orders above $50. The free shipping offer is valid for parcels with a total weight below 2 kg.
Canada: For our customers in Canada, we offer free shipping on orders above 70 CAD. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Israel: Customers in Israel can take advantage of our free shipping offer on orders above 265 ILS. Orders between 178 ILS to 265 ILS are eligible for discount shipping rate. This offer is valid for parcels with a total weight below 2 kg.
Customers based in the Persian Gulf & Middle East:
United Arab Emirates: For our customers in Canada, we offer free shipping on orders above 190 AED. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Bahrain: For our customers in Canada, we offer free shipping on orders above 19 BHD. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Kuwait: For our customers in Canada, we offer free shipping on orders above 16 KWD. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Qatar: For our customers in Canada, we offer free shipping on orders above 190 QAR. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Saudi Arabia: For our customers in Canada, we offer free shipping on orders above 195 SAR. The free shipping offer is applicable to parcels with a total weight below 2 kg.
Jordan: For our customers in Canada, we offer free shipping on orders above 35 JOD. The free shipping offer is applicable to parcels with a total weight below 2 kg.
We understand the importance of affordable shipping options, and we strive to provide the best value to our customers. Please note that the free shipping offer is only applicable to parcels with a total weight below 2 kg. If your order exceeds this weight limit, standard shipping charges will apply.
For orders that do not meet the minimum threshold for free shipping, standard shipping rates will be applied based on the destination and weight of the parcel. These rates will be clearly displayed during the checkout process.
Please note that customs duties, taxes, or additional fees may apply based on your country’s regulations. These charges, if applicable, are the responsibility of the customer and are not included in the shipping cost.
We aim to process and ship your order as quickly as possible. Once your order is confirmed, you will receive a tracking number to monitor the progress of your shipment.
Time between placing an order and dispatching it.
We usually ship orders made on a regular working day (until 16:00) within the following day. In rear cases (if any of the products you ordered is out of stock) it can take up-to 5 working days.
In most cases, we will contact the customer by email or telephone to notify an exceptional delay in shipping and / or to consult in the event of a lack of inventory.
Packaging
Each shipment is carefully prepared and secured. This way we avoid any possible damage during transport of your purchased products.
If the packaging or sealing tape are damaged, check the content of your package in the presence of the postman or courier. If you found any damage or shortages in the goods, it is necessary to review it in the transport document or in a complaint report in the presence and with the signature of the postman!
delivery times:
We promise to deliver you the best quality products at the best prices. We are constantly looking for cheap and fast delivery options, however – we cannot be held responsible for the delays caused by the postal services in the destination country.
Average shipping times (according to the average shipping data in the last three months) are displayed on the choice of shipping type step before the payment. Estimating shipping times may change from time to time.
All packages are shipped with a tracking number that will allow you to track the shipping status at any given moment. From the moment of shipment through the relevant courier website (i.e. Fedex, DHL, DPD, etc.) or the Polish Post tracking site. Shipment sent by post can be tracked upon the arrival of the parcel to your country – also via your national post tracking website.
During holidays there are less working days than usual and therefore there may be unusual delays in receiving the packages even though they leave our warehouse on time.
Business Days Calculation:
Business days are calculated from the time the package is shipped and not from the time the order is placed.
Weekend days and other holidays defined as holidays (in your country or in Poland) are not considered business days.
For logistics, packaging and quality control reasons, there may be a delay of maximym 5 business days in preparing your order for delivery.
Orders received after 4pm will be handled on the next working day.
As soon as the package is sent, the customer will receive a tracking number and a link from us to the postal tracking website, which will allows you to check the shipping status at any given time.
Please note:
There may be slight differences between the net weight of the product and the gross weight (after packaging).
There may be slight changes in shipping prices in case a specific item in your order require special packaging to protect and avoid being damaged during shipment (for example, shampoo).
Shipping time is based on official Courier / Polish post information as well as on average customer delivery times in the last 3 months.
For more information, please contact our customer service department at:
If you already made an order with us or if you are already registered in our shop – click here
If you are not yet regsitered and/or never made an order with us – click here
Representatives will respond to any written request within 24 hours. If necessary, a representative will call you back.
When contacting us, please prepare the order number (if you have already placed an order), full name and telephone number. Please make sure that the email address you provide is correct so that we can reply to your case and help resolving any issue.
In order to expedite the handling of your parcel delivery please make sure to include the recipient’s name and full address (house number and apartment number, Post code etc…).
Package not picked up by customer:
We forward you the tracking number and strongly recommend that you check the status of your shipment using the courier / postal tracking website to avoid the situation where your parcel is waiting at the post office and eventually shipped back to Poland as not claimed by you within a reasonable time.
In case of return of the package to Poland after not claimed by the customer, it will be possible to receive a partial refund for the value of the products only. Please note – No refund will be given for shipping charges from Poland to your country. If the postal/courier company requires MYPRIMARKET to pay for shipping back from your country to Poland, the amount of the charge will also be deducted from the amount of refund you are entitled to.
Please also note that using Fedex and other courier for shipments to countries outside the EU – if you do not pick up the parcel and it will be sent to us – the procedure may result in extra charges in (import fees, handling fees, storage, customs release etc). In order to avoid extra charges related to return of parcel to Poland – kindly pick up your parcel as soon as possible and if required – pay your tax duties as soon as possible.
In any case – refunds can only be discussed after the package has returned to the MYPRIMARKET warehouses. The information will appear on the Postal / courier Tracking website and the order status on our website will be updated in accordance to the actual status of your shipment.
In addition – a refund will only be given if the products are returned to MYPRIMARKET warehouses within 45 days from the date of shipment from Poland to your country, the products are returned to us within their original packaging and after it has been clarified that they have not been opened, damaged or used.
Medical items including COVID rapid tests are not refundble and can not be returend.
wrong address:
The responsibility for providing a complete and correct address when placing the order is with the customer. The shipping address must be in clear to expedite the handling of your parcel preparation.
After placing the order, please check the order details again and if you find an error in the shipping address, please contact our customer service department urgently to update the address.
A new order address can only be updated if its status in our reservation system is PAID or INVOICED or IN PROCESS or BACKORDERED.
Insurance and Damage Refund plans:
At the payment stage, it is now possible (as of 28/6/2021) to add shipping insurance and / or a refund for a product that was damaged during delivery.
For the avoidance of doubt – we are still fully responsible for deliveries even if you do not add the insurance. The usual process is that when there is a delay over 45 business days – we contact Polish Post to check what happened to the package sent. The process can take about 60 days and only at the end can we award compensation. once you add shipment insurance – it is all more simple and much faster!
Full delivery insurance – (the cost of insurance is 7% of your order amount) – At the end of 45 business days you will receive immidiate refund or re-delivery of your order without having to wait for the Postal investigation.
Damage Refund plan – for a product that was damaged during delivery – we make every effort to pack the packages well so that the products in them will not be damaged during shipment. In very rare cases, damage to the product may be caused due to improper handling by postal workers and / or couriers.
Our Damage refund plan (which cost 4% of your order amount) provides a full warranty and allows you to receive a refund and / or re-sent of damaged item or a credit coupon for the value of the damaged product. In order to receive a refund / return or credit all you have to do is send us a picture of the damaged item and we will take care of the rest.