Question 1

What is the free shipping threshold?

Accepted Answer

Free shipping is available on all orders of $60 or more, with no code needed at checkout.

Question 2

How can I activate & claim my money back?

Accepted Answer

Simply contact Prime’s customer support team at info@primeprometics.com within 30 days of purchase. They’ll guide you through the quick refund process.

Question 3

How can I track the delivery of my order?

Accepted Answer

Once your order ships, you’ll receive a confirmation email with a tracking link. You can click the link to see real-time delivery updates from our carrier. Orders are typically processed within 1–2 business days.

Question 4

Why was Prime Prometics started?

Accepted Answer

Prime Prometics was created to empower women over 50 through age-inclusive, high-performance beauty.

It began as a mission to help breast cancer survivors feel confident after chemotherapy. As our community grew, we realized mature women were being overlooked by an industry that glorifies youth.

We aim to change this narrative —helping to restore confidence, celebrate aging, and create products that enhance mature beauty, instead of hiding it.

Learn more about our story, pro-age philosophy, and beauty over 50 here.

Question 5

What charities does Prime donate to?

Accepted Answer

Prime Prometics donates to nonprofit organizations across the U.S. that support women affected by breast cancer.

These include the National Breast Cancer Foundation, Breastcancer.org, Living Beyond Breast Cancer, and more, with over $1 million donated in funds and products.

Question 6

List the ingredients in the PrimeLash Mascara

Accepted Answer

Aqua (Water), Styrene/acrylates Copolymer, Synthetic Candelilla Wax, Beeswax, Polyvinyl Alcohol, CI 77499, Glycerin, Stearic acid, Glyceryl Monostearate, Cetostearyl Alcohol, Polysorbate 80, Triethanolamine, Hydroxyethyl cellulose, Methylparaben, Propylparaben, Parfum

Question 7

How can I become a Prime ambassador?

Accepted Answer

We’d love to hear from you! To inquire about becoming a Prime ambassador, simply send us a message on Instagram at @primeprometics. Our team will share more details and next steps.

Question 8

How long does it take to receive orders in the USA?

Accepted Answer

Prime Prometics’ US orders are processed within 1-2 business days and typically arrive within 3-6 business days.

Question 9

Are there exceptions to the money-back guarantee?

Accepted Answer

We offer a 30-day money-back guarantee on all purchases. If you're not completely satisfied, you can request a return or exchange within 30 days of receiving your order.

However, we may consider an exception depending on your situation. Prime’s team is here to help — if you're outside the return window or have a special request, contact us and we’ll do our best to accommodate you.

Question 10

My order isn’t here yet. What can I do?

Accepted Answer

If your order hasn’t arrived within the estimated delivery window, we’re here to help.

Please contact our customer support team at info@primeprometics.com, and we’ll gladly investigate the delay and make it right.

Question 11

What is pro-aging? Where can I learn more about it?

Accepted Answer

Pro-aging is the celebration of beauty at every stage of life, especially over 50.

At Prime, the pro-age movement means creating products that support mature skin, honor lived experiences, and promote confidence without the pressure to “reverse time.” Instead of fighting age, we embrace it with pride.

Want to learn more about beauty over 50? You can do so here.

Question 12

What is Prime’s Giving Program?

Accepted Answer

The Prime Giving Program is our charitable initiative to support women recovering from breast cancer.

We recognize that breast cancer impacts not just physical health, but also a woman's confidence, identity, and sense of community. Our commitment is to stand with women affected by breast cancer, providing tangible support that uplifts, empowers, and reminds them that they are never alone.

Learn more about our Giving Program here.

Question 13

List the ingredients in the PrimeEyes Glide eyeliner

Accepted Answer

Cyclopentasiloxane, Silica, Ozokerite, Polyethylene, Beeswax, Dimethicone, Trimethylsiloxysilicate, CI 77499, CI 77491, CI 77492, CI 77266, Synthetic Wax, Isododecane, Mica, Triethoxycaprylylsilane, Ethylhexylglycerin, Methylparaben

Question 14

What are the benefits of becoming a Prime ambassador?

Accepted Answer

As a Prime Prometics ambassador, you’ll be part of the pro-age beauty movement — celebrating confidence, wisdom, and self-expression at every age.

Ambassadors enjoy:

Early access to new products
Vetted exposure on our highly-regarded social media channels
Opportunities to educate and inspire our vibrant community
And the joy of helping women 50+ feel as bold and beautiful as they truly are

Because lifting others up? It lasts even longer than a coat of PrimeLash Mascara!

Question 15

How long does it take to receive orders in Europe?

Accepted Answer

Prime Prometics’ European orders are processed within 1-2 business days and typically arrive within 6-12 business days, depending on your country and local customs.

Question 16

Does the money-back guarantee apply to items purchased during sales and at a discount?

Accepted Answer

Yes. Our money-back guarantee still applies to all purchases, including discounted ones.

Question 17

My order is stuck at customs. Can you help me?

Accepted Answer

Of course. If your package is delayed at customs, contact us at info@primeprometics.com, and we’ll assist right away.

While we can’t control how long the customs process takes, we’ll monitor the situation closely. If needed, we may send a replacement order free of charge

Question 18

What are Prime’s core values?

Accepted Answer

Confidence Through Care: Helping women feel empowered, supported, and seen.

Pro-aging and belonging: Redefining beauty by honoring age, wisdom, and experiences.

Accountability: Building trust through transparency, integrity, and excellence in every product.

Question 19

Who are Prime’s Giving Program Partners?

Accepted Answer

We are dedicated to partnering with nonprofit organizations and initiatives to create a Giving Program Partner network and extend our impact beyond beauty to uplift women during their most challenging moments.

We partner with organizations dedicated to helping women navigate breast cancer diagnosis and treatment & contribute to programs that empower women by offering recovery support, such as wellness retreats, mental health counseling, and rehabilitation programs.

To become a Giving Program Partner, sign up here.

Question 20

Are Prime products cruelty-free?

Accepted Answer

Yes, all Prime Prometics products are 100% cruelty-free. We never test on animals at any stage of product development, as our team has a strong commitment to ethical, animal-friendly practices.

Question 21

How long does it take to receive orders in the rest of the world?

Accepted Answer

International orders (outside the U.S. and Europe) ship within 5–10 business days with variable delivery times, depending on your region.

Question 22

Oops! I bought the wrong shade of a Prime Prometics product. What can I do?

Accepted Answer

No worries. Reach out to a customer support specialist at info@primeprometics.com, and they’ll help you with a free exchange for the proper shade.

Question 23

Does Prime Prometics donate beauty products to breast cancer patients?

Accepted Answer

Yes. Through our Prime Prometics Giving Program, we donate both funds and products to support recovery and confidence-building.

Question 24

Are Prime products considered clean?

Accepted Answer

At Prime Prometics, we define “clean” as high-performance formulas made with safe, consciously selected ingredients that meet, and often exceed, global regulatory standards.

Our formulations follow strict internal guidelines that align with the “clean beauty” definitions used by major beauty retailers. We prioritize ingredients that are proven to be effective and safe, whether naturally derived or synthetic, and avoid those known to be potentially harmful or irritating.

All of our products undergo safety testing and review to ensure suitability for their intended use. Additionally, we are continuously improving new and existing products to reflect these standards.

Question 25

How are my shipping fees calculated?

Accepted Answer

Prime begins with a flat fee of $5.95. Regardless of your location, the price will remain the same in all currencies.

Question 26

Are Prime products waterproof?

Accepted Answer

No, Prime Prometics products, including our beloved over-50 mascara, are not waterproof. They’re water-resistant, which means they stay put through everyday wear like humidity, light rain, or teary eyes, without the harsh ingredients or removal damage that waterproof formulas often require.

Question 27

Are any products I order as an upsell delivered in the same package?

Accepted Answer

Yes. All upsell products are shipped together with your main order in one package.

Question 28

What is ‘water-resistant’, and which Prime Prometics products does it apply to?

Accepted Answer

Water-resistant means a product can withstand exposure to moisture — like sweat, humidity, or light rain — without smudging, flaking, or running. It’s designed to stay in place during daily wear, but still be gentle and easy to remove, without harsh scrubbing.

Question 29

Do upsells incur an extra shipping fee?

Accepted Answer

No extra shipping fees apply to upsell items. They’re included in your main shipment at no additional cost.

Question 30

What are Magnetic Pigments™?

Accepted Answer

Magnetic Pigments™ are a special class of protective-coating makeup pigments that gently latch onto hair and skin for significantly better staying power compared to regular alternatives.

Utilized in our PrimeBrow Pencil and PrimeEyes Glide Eyeliner, these pigments also retain vibrant color over time, making them less prone to fading.

Question 31

What does the free shipping order cover? Is my shipping really free?

Accepted Answer

Yes, free shipping actually means free. It includes transportation, handling, and insurance. No hidden fees, ever.

Question 32

What is the tubing effect? What are its benefits for beauty over 50?

Accepted Answer

The tubing effect is a technology that forms tiny, flexible “tubes” around each lash or brow hair, instead of coating them with traditional pigment.

This effect is used in PrimeLash Mascara and PrimeBrow Tinted Gel to deliver long-lasting, water-resistant wear without smudging, flaking, or fading.

For beauty over 50, tubing formulas are especially beneficial. They define sparse lashes and brows with precision, add volume without overapplication, hold shape all day without feeling stiff, and remove easily with warm water, avoiding tugging on delicate, mature skin.

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