FREQUENTLY ASKED QUESTIONS
Q: How much will it cost to ship my order?
All orders ship from our facility in Houston, TX and we do the best we can to pass the best rates we can achieve on to you.
Q: How do I track my order? Where is my tracking number?
Once your order has shipped, an email with your tracking number is sent to the email address associated with the order. If you did not receive your tracking number please check your spam filter settings. For registered users, order information, including tracking information, can be found by logging in with your user name and password and viewing your purchase history.
Q: My red-dot sight is blurry
Primary Arms is happy to exchange your sight if it is defective, but the issues you are describing are a common first impression, or may be indicative of an eye astigmatism. We reference dot shapes and blurriness in our FAQs, as does Aimpoint in their FAQ (see link below). A simple test to determine if your sight is defective is to look through your rear peep sight if you have one; that will usually clear it up.Mount the sight on your rifle and take it shooting. Turn the brightness up only bright enough to see the reticle (this will vary based on the light level of your environment). Look straight through the sight with both eyes open and focus on the target, not the reticle. Have fun! Here is a short list of some of the ways a Red Dot may look with astigmatism:
- A cluster of dots or a blob. This could be dots overlapping, or not. It can be in half size dots or other portions as well, but in general it is a group of dots that can be defined or blurry.
- Starbursting. This can be in conjunction with clusters. It can be radiating or asymmetrical with various “arms” in shapes or sizes. It can appear fuzzy.
- Abnormal shape. This can appear oval or as a line of some type. It may appear as a comma without a sharp tail.
- Halo around the dot. This tends to be more prevalent with folks who have had eye surgery or Lasik.
There are numerous accounts of people returning a possibly defective unit, only to find after receiving a new one that the optic appeared the same to them and their vision was the problem. With all that being said, we want you to be happy with your purchase and we’re here to help. Call us if you have any further questions .Aimpoint FAQ
Q: What is Co-witness?
Simply, co-witness is the ability to see your iron sights through the optic's sight window. Co-witness can be confusing, so we created this YouTube video to explain the two most common positions of the iron sights in the sight window, "absolute" and "lower 1/3rd" co-witness.
Q: My Micro Dot has a canted front lens, is that normal?
Yes, by design the front lens is canted. This is required to reflect the emitter’s light back to the user in the form of the aiming dot.
Q: Where can I find detailed information on Primary Arms reticles?
Click Here for detailed Information on all Primary Arms reticle designs. Click here for detailed information on the exclusive ACSS® reticle system.
Q: Where can I find detailed warranty information on Primary Arms products?
Click here for detailed warranty information on all Primary Arms products.
Q: Where can I find information on Sponsorships?
Thank you for your interest in Primary Arms. Click here for information on our brand ambassador program.
Over the last few months, our industry has seen a meteoric rise in customer interest and firearms purchases. Current events make a convincing case for personal protection, and as Americans look to defend themselves, we are adding and training new staff to help meet this growing demand. While we must apologize for current delays, we appreciate your patience and thank you for your continued support.
Please see the following guidelines, as these services are currently affected:
1) Email Responses – Our team is working around the clock to answer email inquiries. Currently, most emails receive a response within 4 business days. This is the BEST way to reach us right now.
NOTICE: Emails receive responses in order of date sent. Please wait at least 5 days before following-up on a request. This guarantees that you’ll receive the fastest possible service by eliminating duplicate requests, which lead to slower overall processing.
2) Our Phones are Offline – Because our team is working outside the office, we have temporarily suspended our phone lines. We ask that you send an email to firstname.lastname@example.org, one of our dedicated representatives will reply to your email within 4 business days.
3) Shipping Estimates – Due to a recent surge in demand for firearms, shipping times for both FFL and Non-FFL orders are affected. Non-FFL orders may take up to 1 business day(s) to ship, while FFL orders may take up to 10 business days, due to greater processing demands. Due to high demand, there is a limit of 5 FFL items in a 30 day period.
4) RMA Requests – Given the above services, our Return Policy process may take up to 4 business days. To start, please Click Here For Returns
Q: Has my order shipped?
Once your order has shipped, an email with your tracking number is sent to the email address associated with the order. If you did not receive your shipment confirmation number please check your spam filter settings. Registered users can sign in with your user name and password and view the status of their orders. Un-registered users can email email@example.com or call us at 713-344-9600
Q: How do I track my order? Where is my tracking number?
Once your order has shipped, an email with your tracking number is sent to the email address associated with the order. If you did not receive your tracking number please check your spam filter settings. For registered users order information, including tracking, can be found by logging in with your user name and password and viewing your purchase history.
Q: How do I change quantities or cancel an item in my order?
Please call or e-mail customer service AS SOON AS POSSIBLE for any questions about changing or canceling your order. Understand that many orders are charged, packaged and shipped very quickly. Please see the contact us page to check our current business hours, holiday hours, and storefront hours. Outside of business hours, please email us at firstname.lastname@example.org and we will address changes promptly.
Q: My order never arrived.
First, check that your order has shipped from Primary Arms and that the carrier’s tracking number shows that it has been delivered, using the methods outlined above.Shipping times and reliability vary greatly by carrier. We have found UPS and Fedex to have good tracking systems, and US Postal Service’s systems to be less reliable.If your tracking number shows delivered, but you did not get the package, there is not much we can do until you contact the carrier directly. For Fedex the number is 800-463-3339 and for UPS it is 800-742-5877. They are generally quite good at resolving these issues, but should they fail, give us a call. If USPS shows delivered and you did not receive the package then you will need to contact them at 800-275-8777 or we cannot file a claim. IMPORTANT: Ask to speak with the postmaster for your city directly; we have never seen an instance where anyone else cared enough or was empowered to help.For UPS and Fedex: If your tracking has ceased to show movement on the package, and delivery has exceeded the expected delivery date by 2 business days for expedited services or 5 business days for ground services, then please give us a call or send us an email.For USPS: If your tracking has ceased to show movement on the package, and delivery has exceeded the expected delivery date by 4 business days for Priority Mail and 7 business days for First Class Mail, then please call or send us an email and we will figure out a solution.
Q: An item is missing from my shipment.
Call us at 713-344-9600, email us at email@example.com, bang on our front door!!! We want to get this fixed right away. Please let us know your order number and the missing item. See the contact us page for hours and days of operation.
How can I cancel my order?
If you’d like to cancel an order, you can use the ‘Cancel Purchase’ button on your order details page. To access order details, log into your Primary Arms My account and select order from recent orders.
You may still see an authorization charge on your payment account. In most cases, this charge will be removed by the bank in 3-5 business days.
Note: Order cancellation must be initiated before the order begins fulfillment. Once your items are picked and packed, then button will disappear, and you will need to contact our customer service team for any further assistance.
Q: How do I create an account?
Q: How do I edit my account information?
Click the "My Account" link at the top right hand side of our site, sign in, and click “Edit Account.” Select the categories you wish to edit and click “Update Account”. Afterwards you may log out or continue browsing our site.
Q: I forgot my password.
Click the "Login" link at the top right corner of our site. Under the “Returning Customer” box on the left, click “Forgot Password.” A pop-up window link will ask for your email address, and send an email to you with instructions on resetting your password.
Q: I received the wrong product.
If you feel that you have received the wrong product, please contact customer service at 713-344-9600 or email us at firstname.lastname@example.org within 72 hours of receiving the product.
Q: What is your return policy?
In the rare instance a return is necessary the guidelines below will affect the return. All returned merchandise must have a Return Material Authorization number (RMA) issued by Primary Arms prior to return. Goods returned with an RMA must be in original condition and packaging and all contents and documentation must be present. Items returned without an RMA number will be returned at the shipper’s expense.We will gladly accept return for refund any unopened and unused product. Simply return any new unused item back to us within 10 days from the date delivered. Shipping charges are not refundable. Once a scope is mounted it becomes used and is not eligible for refund, exchange or return. Placing a scope in rings constitutes mounting. For your protection, items must be returned shipping prepaid, insured for the full value and safely wrapped to prevent shipping damage.Visit our Return Policy page to submit a return request and receive your RMA number.
Q: When will my order ship
Please see each individual item page for more information on the availability or restrictions of individual items. You will receive a shipment confirmation when your order has shipped, and tracking information within 24 hours of shipment.
Q: Do you ship to my country?
We appreciate the interest of international parties. Primary Arms, LLC is not authorized for shipment or sale outside the United States. Please contact customer service if you are looking for more information on shipping to an APO/FPO.
- Keep your code confidential. They are only usable once and Primary Arms is not responsible for lost codes.
- Bonus Bucks are not redeemable for cash.
- If the item that generated the Bonus Bucks is returned then the Bonus Bucks value will be nullified. If the Bonus Bucks has been redeemed prior to a return of the item that generated the Bonus Bucks then the value of the bonus bucks will be deducted from the amount refunded or credited to the customer for the return.