RETURNS & EXCHANGES
1. What is your return policy?
We offer a 30-day return policy from the date of purchase. If your product is defective or arrives dead on arrival, Prime USA Scales will either issue a full refund, including shipping costs, or provide a replacement—whichever you prefer. For non-defective returns, a restocking fee of 10-20% may apply, along with return shipping costs, depending on the returned product condition. Prime USA Scales cannot take returns on heavily used or products damaged by customer use. After 30 days, any concerns will be handled under the manufacturer’s warranty. To initiate a return, please contact us at returns@primeusascales.com with your order number and receipt to receive an RMA and expedite the process.
2. How do I initiate a return or exchange?
To initiate a return or exchange, please contact us at returns@primeusascales.com. Be sure to include your order number and a copy of your receipt. We will provide you with an RMA (Return Merchandise Authorization) number and further instructions to expedite the process.
3. How long does it take to process a refund?
Once we receive your returned item and it passes inspection, we typically process refunds within 1 to 3 business days. The time it takes for the refund to appear in your account may vary depending on your payment method or financial institution. To check the status of your return, please email us at returns@primeusascales.com.
4. What if my product arrives damaged or defective?
If your product arrives damaged or defective, please contact us immediately at support@primeusascales.com or call us at 800-917-7205. We will work with you to arrange a prompt replacement or a full refund, including shipping costs. Please retain all packaging and documentation, as it may be required for the return process.
WARRANTY SERVICE
At Prime USA Scales, a division of USA Measurements, we are dedicated to delivering high-quality products and exceptional customer satisfaction. Co-founder Fred Herrmann stands behind our commitment with the following warranty and guarantee:
All products manufactured from Prime USA Scales, a division of USA Measurements, come with a 5-year warranty on the steel frame and a 2-year warranty on electronics, starting from the date of purchase. This warranty covers any defects in material or workmanship under normal use.
If a defect arises and a valid claim is received within the warranty period, we will:
- Repair the product at no charge using new or refurbished replacement parts.
- Replace the product with a new or functionally equivalent item.
- Issue a refund for the purchase price at our discretion.
The warranty does not cover:
- Damage caused by misuse, abuse, neglect, or improper maintenance.
- Damage caused by accidents, fire, liquid, or acts of God.
- Unauthorized modifications or repairs made to the product.
- Normal wear and tear (e.g., scratches, discoloration, fading, etc.).
To make a warranty claim, please follow these steps:
1. Contact Us: Reach out to our customer support team at support@primeusascales.com with your order number and a description of the issue. Sending pictures and videos will expedite this process.
2. Provide Proof of Purchase: Ensure you have a valid receipt or proof of purchase.
3. Return the Product: If requested, return the product to 3915 W Hacienda Ave Suite A117 Las Vegas, NV 89118. Please note that you are responsible for shipping costs unless otherwise stated. A refund will not be issued without an RMA number, so please contact us to obtain one.
4. Processing Time: Once we receive the product, we will inspect it and notify you of the approval or rejection of your claim. This process typically takes 2 business days.
CUSTOMER SUPPORT
How can I contact customer support for additional help? You can reach our customer support team for additional help by calling us at 800-917-7205, emailing support@primeusascales.com, texting us at 702-970-4414, or using the live chat feature on our website. We’re here to assist you with any questions or concerns you may have.
SUMMARY
Fred Herrmann believes in the quality of our products and wants you to be completely satisfied with your purchase. If you are not satisfied within 30 days of receiving your order, we offer a hassle-free return or exchange policy. Simply return the product in its original condition, not used, and we will refund your purchase or exchange it for another item of equal value. Prime USA Scales cannot take returns on heavily used or products damaged by customer use.