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Frequently Asked Questions



We uses J&T Express, Pos Laju, DHL, GDEX and Yunda as our official logistic partner


Pick up option is unavailable at the moment.



Singapore – Pos Laju Service (10 – 15 working days)

Sabah & Sarawak – J&T Express or Yunda (5 – 6 working days)



No delivery to other countries except for Singapore



Once you’ve placed your order we will send you an order confirmation email, detailing what you bought, cost and delivery details.

We will also send you an email when the order has been processed and your tracking details, so you can keep an eye on the shipment. The tracking information can also be found in your order history when you login to your account.

If you aren’t receiving emails from us, please check your junk folder and add us to your safe list.


1.What happened to my parcel and how do I track them?

You can track your order in our website under Track Your Parcel


2. Why has my order been canceled?

If your orders are out of stocks at the time of packing your order, we will need to cancel it or our customer service team will get in touch with you for an exchange of other color or product item(s)

We will send out an email to confirm the cancellation and you will not be charged.


3. I’m missing item(s) from my order

Our apologies for this. 

Your order might be delivered in more than one parcel. If we are still within the delivery time frame, please give it a little time to arrive.

If this time has passed, something might have gone wrong. If this is the case – please contact us, and we will be happy to help!


4. Wrong item(s) received

We are sorry you have received the wrong items.

Please get in touch with our customer service team, and we will arrange for an exchange or refund to you.


5. Faulty item(s) received

We are truly sorry for this.

Please get in touch with our friendly customer service team, and we will arrange for a replacement or a refund to you.


6. Payment options

We accept most payment methods.

    • Credit card / Debit Card – Visa / Master
    • Online Banking – FPX
    • E-wallet – Boost / Grab / MAE / Touch & Go


7. Can I cancel or make changes to my orders

Once you have placed your orders, the orders starts going through the system right away, so that we can have it delivered to you as soon as possible.

This means you can’t cancel or change your orders once confirmation has been made. This includes adding or removing items, changing of colors or sizes, delivery address, delivery options or email address on the order.


8. Payment issues

If you are getting error messages when making a payment, please make sure you have entered all the details correct. You might want to contact your bank to make sure there are no problems with your card.

If your credit/debit card was declined, please check if your card has expired or perhaps your billing address for the card is different from the one you have on file with us.

Your card provider will have more information.


1.How do I find my size?

Sizes varies for different brands.


You may refer to our size chart.


2. Item out of stock?

Check back as we re-stock as well as getting new items regularly.

Many of our online products are also available in our Sports Paragon Flagship Store, but usually in limited quantities and for a limited time. You can contact us directly to check on the stock availability.


1.Can I exchange my purchased goods

Yes, you can exchange your purchased goods within 14 days provided the tags and box are in place and in good condition.


2. Can I get a refund?

Yes you can get a refund of faulty or spoilt items within 14 days.


Kindly get in touch with our customer service team and we will be happy to replace or refund them.


3. How do I get a refund

You may write in to us at – or you can leave us a message at our contact form. We will revert to you within 3-5 business day.


4. Can I get a return in-store

If you have purchased an item online, you cannot get a return in-store. 


You may get a return only if you have purchased an item(s) in our Sports Paragon Flagship Store.


1.Store Finder

Visit us at our newly open Sports Paragon Flagship Store where you can also find our PRIME products there:

Store Location: 1F-15,16 & 17, Tropicana Gardens Mall, Petaling Jaya


1.How can I be part of the awesome PRIME brand Ambassador? 

Leave us a message at our contact form and let us know that you would like to be part of our PRIME Ambassador Program. Alternatively you can email us at

We will get in touch with you within 3 -5 business day.


2. I would like to be a sales agent. Who do I speak to?

Leave us a message at our contact form or email us at  and let us know that you would like to be part of our sales agent team.


We will get in touch with you within 3 – 5 business day.



We are ready to assist you


For any enquiries or feedbacks, you may drop us an email at We may take 3-4 working days to get back to you.