Shipping Policy

Shipping Policy

Last Updated: 04/12/2025

This Shipping Policy describes how Prime Heaven processes and delivers orders placed through our website.

  1. Order Processing

All orders are processed within 1–3 business days (excluding weekends and public holidays). Orders placed after business hours will be processed on the next business day.

Once your order has been shipped, you will receive a confirmation email including tracking information.

We reserve the right to extend processing times during high-demand periods, holidays, or due to unforeseen operational circumstances.

  1. Shipping Destinations

We currently ship to France and selected European countries. Shipping availability is confirmed at checkout.

Customers are responsible for ensuring that shipping information is accurate and complete at the time of purchase.

  1. Delivery Times

Estimated delivery times:

• Standard Shipping: 7–14 business days

Delivery times are estimates only and are not guaranteed. Delays may occur due to customs clearance, carrier disruptions, weather conditions, or peak shipping periods.

Prime Heaven is not responsible for delays caused by shipping carriers or customs authorities.

  1. Tracking Information

A tracking number will be provided once your order has been shipped. Tracking updates may take up to 48 hours to appear in the carrier’s system.

It is the customer’s responsibility to monitor shipment tracking and ensure availability to receive the delivery.

  1. Customs, Duties, and Taxes

For international shipments, customs fees, import duties, and local taxes may apply depending on the destination country. These charges are the responsibility of the customer and are not included in the purchase price or shipping fees unless explicitly stated at checkout.

  1. Failed Deliveries and Incorrect Addresses

Customers are responsible for providing accurate shipping details.

If an order is returned due to an incorrect or incomplete address, refusal of delivery, or failure to collect the package, the customer may be responsible for additional shipping costs.

We are not liable for lost shipments resulting from incorrect information provided by the customer.

  1. Lost or Damaged Packages

If your package is lost or arrives damaged, please contact us within 7 days of the expected delivery date.

We will investigate the issue with the carrier and work toward a resolution. Replacement or refund decisions are made after carrier verification.

  1. Delivery Confirmation

Once tracking indicates that a package has been delivered, Prime Heaven is not responsible for theft, loss, or damage occurring after delivery.

Customers are encouraged to select secure delivery locations.

  1. Force Majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including natural disasters, strikes, transportation disruptions, or government actions.

  1. Contact Information

For any shipping-related questions or concerns, please contact our support team:

Email: support@primeheaven.fr

We aim to respond within 24–48 business hours.