Shipping policy
Effective Date: May 29, 2026
Last Updated: May 29, 2026
Version: Version 1.0
Written intake. Verified release. Documented delivery.
1. Introduction and scope
Primovant Systems LLC, operating as Primovant, is a national United States provider of enterprise hardware, software, and licensing. This Shipping Policy explains how orders placed on primovant.com are reviewed, processed, shipped, electronically delivered, and documented.
This policy applies to business buyers and individual consumers. It covers physical products, including hardware and accessories, and electronically delivered software, subscriptions, product keys, term and perpetual licenses, renewals, and upgrades.
This Shipping Policy works together with the Primovant Terms of Service and Returns and Refund Policy. When those terms apply to a purchase, they remain part of the commercial record for that order.
2. Definitions
The following terms are used throughout this Shipping Policy.
| Term | Meaning |
|---|---|
| Order | A request submitted through primovant.com or approved in writing by Primovant for physical products, Software and Digital Entitlements, or related offerings. |
| Business Day | Monday through Friday, excluding United States public holidays and days when banks or carriers are generally closed. |
| Carrier | A transportation provider selected or accepted by Primovant to move a physical shipment to the Ship-To Address. |
| Physical Products | Hardware, equipment, accessories, media, or other tangible items shipped to a physical address. |
| Software and Digital Entitlements | Software, product keys, subscriptions, license entitlements, term licenses, perpetual licenses, renewals, upgrades, and similar electronic rights or access records. |
| Ship-To Address | The destination address provided by the customer and accepted by Primovant for a shipment. |
| Delivery | For physical products, the carrier event showing transfer at or to the Ship-To Address or another delivery event accepted under the carrier record. For digital items, the release of the applicable key, entitlement, access record, or provisioning notice. |
| Tracking | The written shipment status information provided by the carrier and shared by email or through the order record when available. |
| Risk of Loss | The point at which responsibility for loss or damage to physical products transfers under this policy and applicable law. |
3. Order review, verification, and processing
Primovant reviews and verifies orders before fulfillment. Review may include payment authorization, fraud screening, compliance screening, address validation, configuration review, and confirmation that the requested products, licenses, or entitlements are eligible for release.
Some hardware, software, and licensing items require configuration, eligibility, publisher provisioning, end-user validation, or compatibility review before release. Lead times and availability are confirmed at quote or during order review. Public pages describe typical expectations and do not create guaranteed shipment or delivery dates.
Order processing occurs on Business Days. We send written updates when an order is received, when it is processed, and when it is released for shipment or electronic delivery. Primovant uses a written-first operating model so the order record remains documented from intake to delivery.
4. Shipping destinations and coverage
Primovant ships nationwide across the United States, including all fifty states and the District of Columbia.
Shipments to United States territories and APO, FPO, or DPO addresses may be supported for eligible items when the product, carrier, export, and address rules allow the shipment. Support for these routes must be confirmed in writing before release.
Post office box addresses are not accepted for freight, oversized hardware, high-value equipment, regulated items, or shipments requiring a signature. A physical street address may be required for racks, servers, large network equipment, and other hardware requiring freight or specialized handling.
5. Shipping methods and service levels
The appropriate shipping method is selected based on the product, destination, requested or quoted service level, shipment value, and handling requirements.
| Method | Typical use | Notes |
|---|---|---|
| Standard ground | Parcel-sized hardware and standard physical products moving within the United States. | The default method for eligible items when no expedited option is selected or quoted. |
| Expedited or air | Time-sensitive parcel shipments and approved items requiring faster transit. | Available when product, address, carrier capacity, and compliance rules allow the option. Additional cost applies. |
| Freight or less-than-truckload | Heavy, bulk, palletized, or oversized hardware, including racks, servers, and large network equipment. | May require a commercial dock, liftgate review, access details, and a written delivery appointment. |
| White-glove or specialized handling | Qualifying equipment that requires enhanced handling, coordinated delivery, or placement constraints. | Quoted in writing when available for the equipment and destination. This option is not available for every order. |
6. Processing and delivery time estimates
All timeframes are estimates. They are measured in Business Days, exclude weekends and United States public holidays, and begin only after order verification, payment authorization, and release. Delivery timeframes are not guaranteed.
| Order type or method | Typical processing window | Typical delivery or release estimate |
|---|---|---|
| Electronically delivered software and licenses | One to three Business Days after verification, unless publisher provisioning or eligibility review requires more time. | Release by email, customer account, order record, or publisher provisioning notice after verification. |
| Standard ground parcel | One to three Business Days after verification for eligible available items. | Three to seven Business Days after release, depending on destination and carrier conditions. |
| Expedited or air parcel | One to two Business Days after verification for eligible available items. | One to three Business Days after release when the quoted service level is available. |
| Configured or build-to-order hardware | Additional lead time confirmed at quote or order review. | Transit begins after configuration, documentation, and release are complete. |
| Freight or less-than-truckload | Two to five Business Days after verification for eligible available items, with additional time for configured or oversized items. | Three to ten Business Days after release, plus any written appointment scheduling required by the carrier. |
Freight deliveries may require written appointment scheduling. If scheduling information is needed, Primovant or the carrier will provide instructions in writing.
7. Shipping charges and how they are calculated
Shipping charges for eligible standard items are calculated or presented at checkout when available. Freight, oversized, high-value, specially handled, or destination-restricted shipments may require a separate written shipping quote.
Software and Digital Entitlements delivered electronically do not incur physical shipping charges. Expedited, air, freight, white-glove, and specialized handling options carry additional cost when selected or quoted.
8. Sales tax
Primovant is registered to collect applicable sales tax in United States jurisdictions where it is required to do so. Applicable tax is calculated and applied at checkout based on the ship-to or billing location, the nature of the items, and the taxability of the transaction.
For domestic United States shipments, customs duties and import fees are not charged by Primovant as part of the shipment. Shipments to territories or military addresses may require carrier documentation or route-specific handling when allowed.
9. Electronic delivery of software and licenses
Software, product keys, subscriptions, license entitlements, renewals, upgrades, and other digital access records are delivered electronically after verification and any required publisher provisioning.
Electronic delivery may be made to the email address on the order, through the customer account, through the order record, or through a publisher or product portal where applicable. You are responsible for providing an accurate email address and for safeguarding delivered keys, credentials, activation links, and entitlement records.
Activation, deployment, and compliance with publisher end-user license terms are the customer’s responsibility. Electronically delivered entitlements may be non-returnable once keys, access, or provisioning have been issued. Details are governed by the Returns and Refund Policy and the applicable product terms.
10. Order tracking and notifications
Tracking information and shipment notifications are provided in writing by email and through the customer order record when available. Digital delivery notices are also provided in writing.
For order status, Start an email thread with orders@primovant.com or Open a ticket through the support portal on primovant.com. For delivery issues, Start an email thread with shipping@primovant.com or Open a ticket through the support portal.
11. Delivery, title, and risk of loss
Except where applicable law requires a different rule or Primovant agrees otherwise in writing, title and Risk of Loss for physical products transfer to the customer when Primovant delivers the goods to the Carrier at the shipment point.
This shipment-point rule is intended to align with the commercial framework of the Uniform Commercial Code for goods. In plain terms, once the shipment is released to the Carrier, the Carrier record becomes the primary evidence for movement, delivery exceptions, and claim investigation.
For consumers, nothing in this policy is intended to waive rights that cannot be waived under applicable consumer protection law.
12. Inspection, acceptance, and reporting damage or shortage
Inspect physical shipments promptly upon delivery. Check the packaging, product count, model information, and visible condition before discarding packing materials.
Report visible damage, concealed damage, incorrect items, or shortages in writing within five Business Days after delivery. Send the order number, shipment details, description of the issue, and supporting photographs to shipping@primovant.com or Open a ticket through the support portal.
Primovant will review the report, request additional documentation if needed, and coordinate a documented resolution. Where applicable, we may initiate or support a carrier claim. The carrier claim process may require inspection, photographs, signed statements, or retention of packaging.
13. Lost, delayed, stolen, or undelivered shipments
If tracking shows a significant delay, an exception, a lost-in-transit event, or delivery that you cannot locate, report the issue in writing to shipping@primovant.com or Open a ticket through the support portal.
For shipments marked delivered but not received, send the report within three Business Days after the delivered status appears. Include the order number, Ship-To Address, tracking number, delivery details, and any property access information that may help the investigation.
Primovant may ask the Carrier to conduct an investigation. Resolution timing depends on the Carrier record, the shipment type, the product, and the documentation available. Replacement, refund, reshipment, or other remedies are determined under the order terms, the Returns and Refund Policy, and applicable law.
14. Signature requirements and high-value shipments
Signature on delivery, adult signature, delivery appointment, or other documented acceptance may be required for high-value, sensitive, restricted, oversized, or freight-shipped equipment.
You are responsible for arranging acceptance at the Ship-To Address. If a required recipient is unavailable, the shipment may be delayed, returned, or subject to reshipment cost or other documented charges allowed by the order terms.
15. Address accuracy, refused, and undeliverable shipments
You are responsible for providing a complete, accurate, and deliverable Ship-To Address, including suite, floor, dock, access, attention, and receiving details when relevant.
If a shipment is returned, refused, or undeliverable because of address error, unavailable receiving personnel, access restrictions, refusal, or incomplete information, Primovant will provide written notice of the status and available options. Reshipment, storage, freight, address correction, and restocking implications may apply as allowed by the order terms and applicable law.
16. Split shipments, backorders, and partial fulfillment
Multi-item orders may ship or be delivered electronically in more than one release. Hardware, software, and licensing items may have different release events and documentation records.
Backordered or delayed items are released when available and verified. Primovant provides written updates when split shipments, backorders, or partial fulfillment affect the order record.
17. Fulfillment statement
Primovant prepares and dispatches orders from its fulfillment locations within the United States. Orders are released by Primovant fulfillment operations after review, verification, and documentation are complete.
18. Export control and trade compliance
Products, software, licenses, and technical materials may be subject to United States export control, sanctions, and trade compliance laws. Primovant conducts standard denied-party, restricted-party, destination, and end-use screening as part of order review.
Certain products or destinations may require additional documentation, end-user information, or written confirmation before release. Orders may be held, declined, or canceled when compliance review requires that outcome.
19. Events beyond reasonable control
Shipping, delivery, electronic provisioning, and documentation timeframes may be affected by events beyond Primovant’s reasonable control. Examples include carrier disruptions, severe weather, public emergencies, labor interruptions, system outages, publisher delays, transportation constraints, acts of government, and other conditions outside our reasonable control.
When an affected order can continue, Primovant will provide written updates and adjusted expectations as information becomes available.
20. Changes to this policy
Primovant may update this Shipping Policy from time to time. The Effective Date and Last Updated date show the current version. The version posted on primovant.com applies to orders placed after that version is published, unless applicable law requires a different result.
21. Contact, written channels only
Use the written channel that matches the request so the record can be reviewed, routed, and resolved with the correct context.
| Purpose | Written channel |
|---|---|
| Shipping questions, delivery issues, damage, shortage, lost, or delayed shipments | Start an email thread with shipping@primovant.com or Open a ticket through the support portal on primovant.com. |
| Order status and order changes | Start an email thread with orders@primovant.com or Open a ticket through the support portal on primovant.com. |
| Returns and refunds | Start an email thread with returns@primovant.com. |
| Quotes and pre-purchase questions | Request a quote or Start an email thread with quotes@primovant.com. |
| General support and ticketing | Open a ticket through the support portal on primovant.com or Start an email thread with support@primovant.com. |
| Mailing address | 163 Town Place, Suite 43, Fairview, TX 75069, United States. |
| Phone of record | (972) 750-4443. This line is monitored asynchronously, and messages are returned in writing by email or support ticket. |