Frequently asked questions

You can buy in two ways. Purchase listed catalog items directly on primovant.com, or request a written quote for configured, volume, or contract orders. For catalog items, add them to your cart and check out with a business account, a personal account, or as a guest. For anything that needs validated configuration, volume pricing, or a purchase order, start with a quote and our procurement desk returns firm pricing and lead time in writing, typically within one business day.

Next step: Request a quote, or browse the catalog and check out.

Submit the Request a Quote form with the products, quantities, and any standards your configuration must meet. To get the fastest, most accurate response, include:

• Manufacturer part numbers or SKUs, if you have them
• Target quantities and delivery locations
• Any compliance, compatibility, or environment requirements
• Your purchasing timeline

The more detail you provide, the faster our specialists can confirm availability, pricing, and lead time. Quotes are returned in writing. For new products that are not in the catalog yet, email support@primovant.com.

Most written quotes are returned within one business day. Complex configurations or large volumes can take additional review; when that happens, our team confirms receipt and gives you a written timeline. Every quote is documented so your procurement and finance teams have a clean record.

Next step: Request a quote, or email quotes@primovant.com.

There is no general minimum for catalog purchases. You can order a single item or thousands. Volume and contract pricing become available as quantities increase, and a few manufacturer programs carry their own minimums, which we identify on your quote. For large or recurring requirements, request a quote so we can apply the best available pricing.

Next step: Request a quote.

Yes. Primovant serves both organizations and individual buyers across all fifty states. Businesses can purchase on account, submit purchase orders, and request net terms. Individuals can check out directly with standard payment methods. If you are buying for an organization and need tax exemption, formal invoicing, or vendor onboarding, our team sets that up in writing.

Next step: create an account at checkout, or request a quote.

Yes. Approved organizations can purchase by purchase order. Submit your PO and procurement details through the Purchase Orders page and our purchasing desk validates the order, confirms pricing and lead time, and returns written acknowledgment. New organizations may complete a short onboarding before terms are established.

Next step: Purchase Orders, or email purchasing@primovant.com.

Established organizations may apply for net terms, subject to review and approval. To begin, submit your purchasing and onboarding details through the Purchase Orders page; our purchasing desk outlines what is required and confirms approved terms in writing. Until terms are approved, orders proceed on standard payment methods.

Next step: email purchasing@primovant.com.

Yes. Reference your prior order number or quote number and our team reproduces the same configuration, confirms current pricing and availability, and returns an updated quote in writing. This keeps repeat purchasing consistent and auditable across your organization.

Next step: email orders@primovant.com with your prior order number, or request a quote.

Every transaction is documented. We provide written quotes, order confirmations, itemized invoices and receipts, and, on request, the documentation your finance and procurement teams need for approvals, audits, and vendor records, including a current W-9 and standard onboarding paperwork.

Next step: email purchasing@primovant.com or billing@primovant.com with your requirements.

Contact us in writing as soon as possible and we will do everything we can before the order ships. Once an order has shipped, or once a digital license has been issued, changes and cancellations are handled under our Refund and Return Policy, which governs. Some items, including software licenses, are non-returnable; see Returns and warranty.

Next step: email orders@primovant.com promptly with your order number.

Primovant currently supplies hardware, software, and licensing for business and IT environments. That includes networking (switches, routers, firewalls, and wireless access points), storage and memory (drives, solid-state drives, and RAM), cabling and adapters, power and protection (power supplies, surge protection, and power-over-ethernet), audio-visual and conferencing equipment, KVM and connectivity, and software with the matching licenses. Our catalog is expanding. If you do not see something, request it and our team confirms availability and pricing in writing.

Next step: browse the catalog, or request a quote.

Yes. We supply genuine, authorized product. Hardware is factory-sealed and new unless a listing explicitly states otherwise, and software licenses are legitimate and validly issued for your use. Products carry the applicable manufacturer warranty. If you ever receive an item you believe is not as described, contact support@primovant.com and we will make it right under our policies.

Unless a listing clearly states otherwise, all hardware is new and factory-sealed. When an item is offered in any other condition, the listing states that condition plainly before you buy. If anything about condition is unclear, ask before purchasing and our team confirms it in writing.

Next step: email sales@primovant.com with the SKU.

Catalog pricing and availability are maintained actively, and your written quote reflects validated pricing and lead time at the time it is issued. Because technology pricing and stock move quickly, a quote is the authoritative figure for a specific order, and quotes are valid for the period stated on them. For the firmest numbers on a planned purchase, request a quote.

Next step: Request a quote.

Often, yes. The catalog does not show everything we can supply. Send the manufacturer part number or a description of what you need and our specialists confirm availability, pricing, and lead time in writing.

Next step: email sales@primovant.com, or request a quote.

Yes. Volume and contract pricing are available for larger quantities and ongoing requirements. Share your quantities, target configurations, and timeline through the Request a Quote form and our team returns tiered or contract pricing in writing.

Next step: Request a quote, or email purchasing@primovant.com for contract arrangements.

Yes. Our specialists can provide manufacturer specifications and datasheets and offer compatibility guidance so you order the right product the first time. Tell us your environment and the outcome you need and we confirm fit in writing before you purchase. This is product guidance to support a purchase, not a separate service engagement.

Next step: email sales@primovant.com or support@primovant.com.

Software licenses are delivered electronically. After your order is verified, you receive your license keys or access entitlements by email and, where applicable, through the publisher's licensing portal. Delivery details depend on the publisher's fulfillment method, which we confirm at the time of purchase or on your quote.

Next step: email support@primovant.com with delivery questions.

Your keys or entitlements are sent to the email on the order and, for many publishers, are also available in the vendor's licensing portal under your organization or account. Keep this information secure; license keys are treated like the products themselves. If you cannot locate a key, email support@primovant.com with your order number and we resend it or point you to the correct portal.

We offer the common commercial licensing models, including:

• Perpetual licenses
• Term and subscription licenses
• Volume and multi-seat licensing
• Renewals and upgrades

Available models depend on what each publisher provides. Tell us how many seats you need and your preferred term and we quote the right model in writing.

Next step: Request a quote, or email sales@primovant.com.

Many digital licenses are fulfilled within one business day after the order is verified. Some publishers require additional processing or provisioning steps; when that applies, we confirm the expected timeline in writing. Verification protects both you and the publisher against fraud.

Next step: email support@primovant.com for status.

Yes. We handle renewals, upgrades, and added seats for the licensing we supply. Send your current license details and renewal date and our team quotes continuation or expansion in writing before anything lapses. For time-sensitive renewals, mark the request urgent.

Next step: Request a quote, or email sales@primovant.com.

Software support is provided by the publisher under the terms of the license you purchase. Many products include manufacturer support or offer it as an add-on. We identify what is included on your quote and can add a support or maintenance line where the publisher offers one. For activation or delivery problems with an order placed through us, our team assists directly.

Next step: email support@primovant.com.

Software and digital licenses are generally non-returnable and non-refundable once a key or entitlement has been issued or redeemed, because they cannot be returned to inventory. This is standard for licensed digital goods. If a license fails to activate or was not delivered as ordered, contact support@primovant.com and we will resolve it. Our Refund and Return Policy governs eligibility.

Your order confirmation and itemized invoice serve as proof of purchase, and your license keys or portal entitlements evidence your right to use the software. For license audits or true-ups, we can provide written purchase documentation on request. Keep these records with your asset inventory.

Next step: email billing@primovant.com or purchasing@primovant.com for documentation.

Open a ticket with the product, your order number, the key or entitlement, and the exact error message, and our support team works the issue and coordinates with the publisher where needed. Most activation problems are resolved quickly once we see the error detail.

Next step: Open a ticket, or email support@primovant.com.

For direct catalog purchases we accept major credit and debit cards and the digital wallets enabled at checkout. Approved organizations can also purchase by purchase order and, where approved, on net terms. If you need a specific payment method confirmed for a large order, ask and we arrange it in writing.

Next step: see the Purchase Orders page, or email billing@primovant.com.

Yes. Payments are processed through Shopify's PCI-DSS compliant checkout, and card data is encrypted in transit and handled by the payment processor. Primovant does not store full card numbers on our systems. For more on how we protect data, see Security and privacy and our Privacy Policy, which governs.

Next step: email security@primovant.com with compliance questions.

Primovant is registered to collect sales tax and applies tax based on your shipping destination and the applicable state and local rules. Tax is calculated and shown at checkout and on your quote. If your purchase is tax-exempt, see the next question. The amount displayed at checkout governs.

Provide your valid exemption documentation before you order and we apply tax-exempt status to qualifying purchases. Email your exemption certificate to billing@primovant.com with the organization name and shipping state, and our team confirms setup in writing. If you have already paid tax on a qualifying order, we advise on adjustment under the applicable rules.

Yes. You receive an order confirmation and an itemized receipt automatically, and we can provide a formal invoice suitable for accounts payable and expense records on request. Invoices and receipts itemize products, quantities, applicable tax, and totals.

Next step: email billing@primovant.com for a formatted invoice.

Yes. We routinely complete vendor onboarding for enterprise and public-sector buyers and can provide a current W-9 and the standard documentation your accounts payable team requires. Send your onboarding forms and portal invitation to purchasing@primovant.com and our team returns them completed.

Listed prices are for the products themselves. Shipping is calculated from destination, weight, and service level and is shown before you complete checkout, and on your quote for quoted orders. Digital licenses have no shipping charge. For freight or expedited estimates on large orders, request a quote. The total shown at checkout governs.

Next step: Request a quote, or email shipping@primovant.com.

We ship nationwide to all fifty states, to commercial and residential addresses, and to multiple locations for organizations. Delivery options and lead times are confirmed at checkout or on your quote. For multi-site rollouts, see the multi-location question below.

Next step: email shipping@primovant.com.

In-stock catalog orders are typically processed within one to two business days, and transit time depends on the destination and the shipping service selected. Configured, freight, or special-order items carry lead times that we confirm in writing on your quote. Our Shipping Policy governs shipping practices.

Next step: email shipping@primovant.com for an estimate.

When your order ships, we email tracking information to the address on the order. Account holders can also view order status by signing in. If tracking has not arrived or appears stalled, email shipping@primovant.com with your order number and we investigate.

Yes. Expedited and next-business-day service is available on many items for an additional charge. Choose an expedited option at checkout where offered, or request expedited handling on your quote. For urgent large or freight orders, request a quote and mark it urgent so our team can confirm the fastest option in writing.

Next step: Request a quote, or email shipping@primovant.com.

Large or heavy equipment ships by freight with appropriate handling, and we confirm the freight method, lead time, and any delivery requirements in writing before the order proceeds. Tell us about loading-dock access or special delivery needs so we plan correctly.

Next step: Request a quote, or email shipping@primovant.com.

Digital products and licenses are delivered electronically by email and, where applicable, through the publisher's portal, with no physical shipment and no shipping charge. See Software and licensing for delivery and activation detail.

Next step: email support@primovant.com.

Inspect deliveries promptly. If a shipment arrives damaged, keep the packaging and contact us right away. If a confirmed shipment does not arrive, contact us and we trace it with the carrier. Report within the timeframe in our Refund and Return Policy so we can file claims and arrange replacement or resolution. Our Refund and Return Policy and Shipping Policy govern.

Next step: email shipping@primovant.com with your order number and photos.

Yes. For organizations distributing equipment across sites, our team can coordinate multi-location shipping and provide consolidated documentation. Submit the destinations and quantities through Request a Quote and we return a written plan and pricing.

Next step: Request a quote, or email purchasing@primovant.com.

Eligible new and unopened hardware may be returned within the window stated in our Refund and Return Policy, subject to the conditions there, including original packaging and any restocking terms. Certain items, including software and digital licenses, are non-returnable. The Refund and Return Policy is the governing document; this answer is a summary.

Next step: email returns@primovant.com to begin.

Request a Return Merchandise Authorization before sending anything back. Email returns@primovant.com or open a ticket with your order number, the items, and the reason, and our team issues an RMA and written return instructions. Returns sent without an RMA can be delayed or refused. The Refund and Return Policy governs.

Some returns are subject to a restocking fee, depending on the product and its condition, as described in our Refund and Return Policy. When a restocking fee applies, our team states it in writing on your RMA so there are no surprises. The Refund and Return Policy governs.

Next step: email returns@primovant.com.

Non-returnable items typically include software and digital licenses once issued or redeemed, opened or used hardware where noted, special-order or custom-configured equipment, and any item the listing identifies as final sale. Defective items are handled separately under warranty, described below. The Refund and Return Policy lists the controlling exclusions.

Next step: email returns@primovant.com if you are unsure.

We will make it right. Open a ticket promptly with your order number, the product, and a description of the fault, and our support team arranges a replacement, repair, or warranty claim as appropriate. Report dead-on-arrival items within the timeframe in our Refund and Return Policy.

Next step: Open a ticket, or email support@primovant.com.

Once we receive and inspect an approved return, we process the refund to your original payment method. The time for funds to appear depends on your bank or card issuer and is outside our control, though it is commonly several business days after we issue the refund. Our Refund and Return Policy governs.

Next step: email billing@primovant.com for refund status.

Hardware carries the applicable manufacturer warranty, and software is covered by the publisher's terms. Warranty length and coverage vary by product and manufacturer. Your invoice serves as proof of purchase for warranty claims, and we can identify the warranty on a specific item before you buy.

Next step: email support@primovant.com.

Start with us. Open a ticket with your order number, the product, and the issue, and our support team guides the claim, including coordinating with the manufacturer where the warranty is fulfilled by them. We help you move the claim efficiently and keep it documented.

Next step: Open a ticket, or email support@primovant.com.

An account is not required for direct catalog purchases; you can check out as a guest. Creating an account makes reordering, order tracking, and documentation easier, and it supports organization purchasing. Purchase orders and net terms are arranged through our purchasing desk.

Next step: create an account at checkout, or see the Purchase Orders page.

Choose the account option at checkout or use the account link in the site header to register, then sign in any time to view orders, track shipments, and manage your details. For organization-level setup with multiple buyers, our team can assist in writing.

Next step: email support@primovant.com for account help.

Yes. Organizations commonly have several authorized buyers. The cleanest way to manage team purchasing, approvals, and consolidated documentation is through our quote and purchase-order workflow, which keeps every request and approval on a written record. Our purchasing desk sets this up for your organization.

Next step: email purchasing@primovant.com.

Signed-in customers can update saved details from the account area. For changes to an in-progress order, or to update organization billing and shipping on file, send the change in writing so we have a record.

Next step: email orders@primovant.com for an active order, or billing@primovant.com for billing records.

Use the password-reset link on the sign-in screen to receive a secure reset email. If you still cannot get in, email support@primovant.com from the address on the account and our team helps you restore access. For your security, we verify identity before making account changes.

We protect customer and order data with established safeguards. Payments run through Shopify's PCI-DSS compliant checkout, data is encrypted in transit, and our business communications run on enterprise-grade, access-controlled systems. We do not store full card numbers. Our Privacy Policy describes how we collect, use, and protect information and governs.

Next step: email security@primovant.com.

We use your information to process orders, provide support, meet legal and tax obligations, and communicate about your requests. We do not sell your personal information. You can make privacy and data requests as described in our Privacy Policy, and you can manage sharing choices through Your Privacy Choices. Our Privacy Policy governs.

Next step: email privacy@primovant.com.

Accessibility matters to us, and we work to meet WCAG 2.1 AA across the storefront. If you encounter a barrier or need information in an alternative format, email support@primovant.com with the page and the issue and our team responds and assists. We treat accessibility reports as a priority.

Yes. We routinely respond to enterprise and public-sector due-diligence requests and can provide the written documentation your security and procurement teams require for vendor review. Send your questionnaire or requirements to security@primovant.com and our team completes and returns them. This is buyer due-diligence support, not a separate security service.

Yes, by design. Primovant operates on a written-first model: quotes, orders, purchase orders, support, and returns are all handled through forms, tickets, and email. This gives procurement, finance, and IT a complete, auditable record from the first request to resolution.

Next step: Request a quote, or open a ticket.

Use the form that matches your task, or email the right group directly. Quick map:

• Quotes and pricing: quotes@primovant.com
• Product questions and new product requests: sales@primovant.com
• Orders and changes: orders@primovant.com
• Purchase orders, terms, vendor onboarding: purchasing@primovant.com
• Billing, invoices, tax exemption: billing@primovant.com
• Shipping and tracking: shipping@primovant.com
• Returns and RMA: returns@primovant.com
• Technical support, activation, warranty: support@primovant.com
• Security and compliance: security@primovant.com
• Privacy and data requests: privacy@primovant.com

If you are not sure where a request belongs, open a ticket and we route it for you.

Our standard is a written reply within one business day for quotes, tickets, and email requests. Complex configurations or large orders can need additional review, and when they do we acknowledge receipt and give you a written timeline.

Next step: Open a ticket.

When you open a ticket, set the priority to High or Urgent and describe the business impact. Urgent tickets move to the front of the queue and our team responds in writing with next steps. Marking priority accurately helps us help you faster.

Next step: Open a ticket.

Primovant runs a deliberate written-first support model. Working through tickets and email gives every request a clear owner and a documented thread that procurement, finance, and IT can rely on, which is exactly what enterprise buyers tell us they want. A documented line is available for accessibility, and any voicemail left there is transcribed and answered by email or ticket so nothing falls outside the written record. The fastest path to a specialist is always to open a ticket or email the relevant group.

Next step: Open a ticket.

Primovant serves customers nationwide across all fifty states, with written intake open around the clock through our forms and ticket portal. Requests are reviewed and answered by our team within one business day. Our corporate office is at 163 Town Place, Suite 43, Fairview, TX 75069, and we operate as a national firm.

Next step: Open a ticket, or email support@primovant.com.