At Primerxmedicine, we believe in keeping your inbox clean and your private data secure. We don’t believe in clutter. Our goal is to keep you updated on your order without annoying you.

We respect your privacy. Our Privacy Policy ensures that we initiate contact with you strictly when completing your order requires it. We never provide your information to third parties for marketing purposes.

When We Reach Out

We may contact you to process your order, arrange delivery, and confirm your account. This includes clarifying your order details and expediting time-sensitive delivery/payment issues.

When you buy from us, you have the option to receive text updates. If you choose not to receive automated texts, we won’t send them. However, you can still message us manually via text, WhatsApp, or email if you need help, and we will always reply.

The Messages We Send (and Why)

If you sign up for text updates, we promise never to use them for marketing. We only use text messages for essential service updates. All communication is strictly limited to service and account-related purposes.

For most things, we will email you first. We generally use text messages only when we need an immediate answer to get your order moving. Here are the five specific times you might hear from us:

1. Order Verification (Security Check)

To protect against fraudulent activity, we might need to confirm some details with you after you place your order. We’ll initially attempt to contact you by phone. If unsuccessful, we may send a text message or leave a voicemail requesting you to return our call.

2. Order Confirmation

We’ll send you updates on tracking and estimated arrival times, so you’ll know when your order will arrive.

3. Shipping Updates

You will receive updates with your tracking number and estimated delivery date to help you anticipate your package’s arrival.

4. Delivery Issues

If a delivery attempt fails, we will email you to figure out the next steps. If we don’t hear back from you, we may follow up with a text message to make sure you get your package.

5. Pending Payments

If we are waiting on a payment to process your order, we will send an email reminder. If we don’t get a response, we may send a text to ensure your order doesn’t get cancelled or delayed.

What We Will Never Send

Your trust is everything to us. To keep you safe, we have strict rules on what we will not do:

No Sensitive Data via Text:

We will never request credit card information, medical documents, or personal ID numbers through text message.

No Spam:

We do not send promotional offers, marketing junk, or automated messages unrelated to your order.

You Are In Control

Feel free to adjust your communication settings with us whenever you want. Your preferences will be applied immediately upon receipt. Here is how to manage your preferences:

To Pause Texts:

Reply “Stop” to pause all text messages until you contact us again.

To Stop Everything:

Reply “Stop All” to stop receiving both text messages and emails.

To Delete Your Data:

Reply “Remove All” to request the removal of your personal information from our system. We will process your request in accordance with the law and our Privacy Policy.

Need Help?

If you have questions about this policy or need help with an order, we are here for you.

Live Help: Use our website to chat with us and get immediate assistance.
[Telegram]
Email: eva@primerxmedicine.com

Escalation

If the support options detailed above haven’t resolved your issue, we have an escalation procedure to make sure your problem is properly reviewed and taken care of.

If you wish to escalate this matter, please contact our Nodal Officer at eva@primerxmedicine.com.

Once the matter is escalated, our team will treat your case with priority to investigate the problem. We will take all necessary measures to reach a fair and timely resolution in line with internal guidelines.

Your feedback is important to us! Please let us know if you need any additional assistance or have concerns about the way we communicate.

We remain committed to providing a communication experience that our customers perceive as transparent, responsive, and user-friendly.