Shipping Policy

 

PrimalKeel LLC DBA Elite Performance Depot

Shipping Policy
Effective Date: May 2, 2025

Introduction

At PrimalKeel LLC DBA Elite Performance Depot ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, https://eliteperformancedepot.com.

Shipping Destinations

  • United States Domestic Only
  • We are continually working to expand our shipping destinations. Please check back regularly for updates.

Shipping Costs

  • Free Standard Shipping on all orders over $199
  • Flat Rate Shipping of $15 for orders under $199
  • No International Shipping at this time
  • All shipping costs are calculated and displayed at checkout. No hidden fees apply.

Order Processing

  • Orders are processed within 1–2 business days (Monday to Friday, excluding holidays).
  • Orders placed before 5:00 PM EST will begin processing the same day.
  • Orders placed on weekends or holidays will be processed the next business day.

Estimated Delivery Times

  • Standard Shipping: 3–7 business days
  • Expedited Shipping: 1–2 business days (when available)
  • Freight shipments typically arrive within 5–7 business days, depending on location.
  • Delivery times are estimates and may vary due to weather, carrier delays, or other unforeseen factors.

Shipping Methods & Carriers

  • We partner with USPS, UPS, FedEx, and freight carriers such as DF Young and ESTES.
  • All orders include tracking information, sent via email or SMS within 1–3 business days.
  • Shipments are insured against loss or damage.

Delivery Options

  • Curbside Delivery (Free): Liftgate service to your curb. No unloading assistance required.
  • Threshold Delivery: Item placed on your porch or in a sheltered area.
  • White Glove Delivery ($679): Item brought into your room of choice, minor assembly included, and all packaging removed. Saunas will not be assembled.
  • Please contact us prior to ordering to confirm availability of upgraded delivery services.

Freight Delivery Details

  • Large equipment (typically 200 lbs+) is shipped via freight, packed in a cardboard box and secured to a wooden skid.
  • You are responsible for unpacking, installation, and disposal of packaging materials.
  • We recommend having two people available to assist with moving the equipment indoors.
  • The carrier will contact you to schedule delivery during regular business hours.
  • Additional charges may apply for stairs, narrow passageways, or unusual delivery conditions.
  • Storage fees may apply if delivery is delayed or rescheduled after confirmation.
  • Delivery personnel are not licensed technicians and cannot assemble equipment.

Tracking & Notifications

  • You will receive tracking details via email or SMS, including carrier name and a link to track your order 24/7.
  • If you do not receive tracking information within six business days, contact us at support@eliteperformancedepot.com.

Address Changes

  • Contact us within 24 hours of placing your order to request an address change.
  • If your order is in transit, rerouting fees may apply.
  • We are not responsible for orders shipped to incorrect addresses provided by the customer.

Delivery Issues

  • Delayed Packages: Contact us if your package is delayed beyond the estimated timeframe.
  • Lost Packages: Verify your address, check with neighbors, and contact us for assistance.
  • Damaged Packages: Take photos and contact us within 3 days. We will arrange a replacement or refund.
  • For freight shipments, note damages on the delivery paperwork and email us with images to initiate a claim.

Missing Items

  • Report missing items within 3 days of receiving your package.
  • Provide your order number and item details. We will promptly investigate and resolve the issue.

Contact Information

  • Email: support@eliteperformancedepot.com
  • Phone: (800) 776-7938
  • Customer service is available Monday to Friday, 9 AM to 7 PM EST.

Policy Updates

We reserve the right to modify this Shipping Policy at any time. Updates take effect immediately upon posting. Please review this policy periodically.