PRIMALSReviews of primals.shop

Response from PRIMALSOct 10, 2026

We understand how disappointing it is for your toothbrush to stop working after just a month, especially when you expected better durability and timely support. We’d appreciate the opportunity to look into this further. Please send our Customer Service team another email so we can review your warranty concern and help resolve the issue. Our Customer Service team is available 24/7 if you need assistance.

Response from PRIMALSOct 7, 2026

Hey there, We'd genuinely like to look into this. We've sent a request for more information through Trustpilot. Our customer service is available 24/7 at [email protected], and we respond to every message that comes through. Send us the order details and we'll sort out whatever went wrong.

Response from PRIMALSSep 28, 2026

Hey there, When you contacted us, the order had already been fulfilled and was in transit, which is why it couldn't be refunded at that point. Our subscription terms also state that subscription fees are non-refundable once an order has been placed. That said, we'd rather resolve this than leave it on policy. We've refunded your two most recent orders in full, and there's no need to send anything back. Our customer service is available 24/7 at [email protected] if anything else comes up.

Response from PRIMALSSep 24, 2026

Hey there, Thank you for taking the time to share this, and we're sorry for the wait. Your order contains a pre-order item. The expected ship date for pre-order products is shown on the product page before checkout, and an automatic notification email goes out to the address on the order with those details. We haven't received any emails on our end, so it's possible they didn't come through. Our customer service is available 24/7 and we respond to every message that comes in. Please reach out to us at [email protected] and we'll confirm exactly where the order stands and get it sorted for you.

Response from PRIMALSSep 21, 2026

Thank you for taking the time to share this. Both subscription and one-time purchase options are shown on the product page before anything is added to the cart, so customers can choose whichever suits them. Whichever option is selected is also stated on the invoice along with the renewal frequency, and in the order confirmation email. Cancelling is straightforward and can be done anytime through the customer portal, or by reaching out to us directly. Our customer service is available 24/7. Please email us at [email protected] and we'll get this sorted for you right away.

Response from PRIMALSSep 19, 2026

Hey there, Thank you for taking the time to share this, and we're sorry for the wait. We've checked your order and it contains a pre-order item. The expected ship date for pre-order products is always shown on the product page before checkout, and an automatic notification email with those details was sent to the email address listed on your purchase. Next day shipping applies to items that are in stock, while pre-order items ship once inventory arrives. We haven't received any emails from you on our end, so it's possible they didn't come through. Our customer service is available 24/7 and we respond to every message, so please reach out to us at [email protected] and we'll confirm exactly where your order stands.

Response from PRIMALSSep 14, 2026

Hey, thanks for sharing. A US plug is included in the box, and that's stated on the product page and in the manual inserts. Plugging the USB cable into any Australian adapter will charge it normally. Our toothbrushes also charge by USB, which stands for Universal Serial Bus, universal being the key word. It's a worldwide standard, which is exactly why we chose it: the same brush works in any country with whatever wall adapter is standard there. As a small business we aren't able to stock country-specific plugs for every market, so a universal USB connection was the most practical way to make the brush usable everywhere in the world. We had also offered to cover the cost of an Australian adapter as a courtesy. Regarding the vibration, there’s a high chance that your electric toothbrush is either not fully charged or that you’ve selected the Low mode. A full refund has now been issued for your order. If anything else comes up, we're always reachable at [email protected].

Response from PRIMALSSep 19, 2026

We’re sorry to hear the products did not meet your expectations. Our toothbrushes are designed with natural, glue-free bristles, so some initial shedding can occur, particularly as the bamboo and bristles adjust to changes in humidity. We also understand that the natural bristle scent may not be for everyone. We appreciate your feedback and are always working to improve the experience. Our Customer Service is open 24 Hours.