Skip to main content

Documentation Index

Fetch the complete documentation index at: https://docs.getprimo.com/llms.txt

Use this file to discover all available pages before exploring further.

If a device or accessory arrives damaged, follow these steps to open a claim as quickly as possible. Acting promptly improves the likelihood of a successful resolution.

​
Step 1 — Document the damage immediately

Before unpacking or using the device:
  1. Take photos of the outer packaging — show any visible damage to the box or protective material.
  2. Take photos of the damaged item — photograph all angles, focusing on the damage.
  3. Note the delivery date and time.
Do not discard the original packaging. Carriers often require it as evidence during claims investigations.

​
Step 2 — Open a claim in Primo

  1. Log in to your Primo cockpit.
  2. Go to Purchasing > Orders.
  3. Open the relevant order.
  4. Click Report an issue or Open a claim.
  5. Select Damaged on arrival.
  6. Upload your photos and describe the damage.
  7. Submit the claim.
Primo’s team will review the claim and follow up within 1–2 business days.

​
Step 3 — Wait for resolution

Depending on the severity of the damage:
  • Minor damage (cosmetic only): Primo will advise on next steps.
  • Functional damage (device doesn’t work): Primo will arrange a replacement or repair.
  • Carrier fault confirmed: a claim is filed with the carrier on your behalf.

​
What if I already unpacked the device?

If you discover damage after unpacking, still follow the same process — document the damage with photos and open a claim. Note in your claim description when the damage was discovered.

​
Contact

For urgent cases, contact support@getprimo.com directly with your order number and photos attached.