Frequently Asked Questions

Clear answers about ordering collector supplies from PrimeGuard Supplies. For help with a particular product or order, use Shopify Inbox or contact support@primeguardsupplies.com.

About PrimeGuard Supplies

What does PrimeGuard Supplies sell?

PrimeGuard Supplies is an Australian online retailer of storage, protection and display products for collectors. The range includes supplies for trading cards, comics, stamps, coins, currency, vinyl records, memorabilia and other collections.

Is PrimeGuard Supplies an online-only business?

Yes. PrimeGuard Supplies operates online and does not have a public retail shop or customer collection point. Our registered business and correspondence address is 13 Dulcie Street, Raceview QLD 4305, Australia. It is not automatically the return address for an order.

How can I contact you?

You can use Shopify Inbox on the website, email support@primeguardsupplies.com, or telephone +61 414 154 668. We normally respond within one business day. Full details are available on our Contact page.

Products, prices and fulfilment

Where are orders dispatched from?

It depends on the product. Renniks-supplied products are dispatched through Renniks’ Australian dropship service. BCW products are dispatched by BCW Supplies from Middletown, Indiana, United States. An order may therefore be domestic or cross-border depending on the supplier and delivery address.

Why do products, prices or shipping options change when I select another country?

PrimeGuard Supplies serves Australia and the United States using different supplier and shipping arrangements. The available catalogue, currency, product price and shipping options are determined by the delivery country selected on the website. The applicable total is shown before payment.

Does the supplier remain responsible for my order?

PrimeGuard Supplies is your retailer and point of contact. Suppliers and carriers help prepare and deliver orders, but questions, delivery problems, returns and warranty enquiries should be directed to PrimeGuard Supplies unless we specifically instruct you otherwise.

How do I confirm that a holder, capsule, album or storage product will fit?

Check the product description and compare its stated internal dimensions, capacity and intended format with the item you want to protect. Product names such as Current, Silver or Standard can vary between collecting systems and manufacturers. Measure the item itself, including any existing sleeve or protective layer, and contact us before ordering if the fit is uncertain.

What happens if supplier stock is unavailable after I order?

We take reasonable steps to keep availability aligned with supplier information, but a discrepancy can occasionally occur. If an item cannot be supplied, we will contact you about an agreed alternative, removal and refund of the unavailable item where the rest can proceed, or cancellation and refund of the affected order where appropriate. We will not substitute a product or increase the charge without your agreement.

Shipping and delivery

Which countries do you deliver to?

We currently offer supported products to Australia and the United States. United States delivery for BCW products covers supported addresses in the 48 contiguous states and Washington, DC; Alaska, Hawaii, territories and armed-forces postal regions are excluded from the configured domestic zones. A suitable checkout rate must be available for the address.

How much is shipping?

Shipping depends on the product’s supplier, destination and shipping profile. Some routes use a flat rate and BCW deliveries within the United States use destination and shipment-weight bands. Orders containing products from different suppliers may show combined shipping. The final charge and any free-shipping eligibility are displayed at checkout before payment. See the Shipping Policy for the current rates and thresholds.

How long will my order take?

Renniks orders are normally processed within 1–2 business days and BCW orders within 4–5 business days before dispatch. Estimated carrier transit times after dispatch are 3–5 business days for Australian fulfilment within Australia, 6–17 business days from Australia to the United States, 8–12 business days from BCW to Australia, and 7–10 business days within supported United States zones. These are estimates, not guaranteed delivery dates.

Will I receive tracking?

Tracking is provided after dispatch when it is made available by the supplier or carrier. Split shipments can have more than one tracking number and may arrive on different days.

Will I have to pay import duties or customs charges on delivery?

For orders shipped between Australia and the United States, customers will not be required to pay additional import duties, import taxes or customs-clearance charges on delivery. PrimeGuard Supplies covers any such charges that apply. If a carrier requests an import payment, contact us before paying it so we can investigate.

Can I change my delivery address?

Contact us as soon as possible. We will attempt to correct the address before fulfilment begins, but a change cannot be guaranteed once the supplier has started processing or dispatching the order.

Returns, refunds and order problems

Can I cancel an order?

Contact us as soon as possible. We will attempt to cancel before processing or dispatch begins, but cancellation cannot be guaranteed once fulfilment is underway. A dispatched order will normally need to be handled as a return after delivery.

What is the return period?

You may request a return within 30 calendar days after delivery. Change-of-mind products must generally be unused, undamaged, complete, in resalable condition and in their original packaging. Conditions and statutory rights are explained in the Return and Refund Policy.

Where should I send a return?

Do not send an item to our business address, BCW Supplies, Renniks or another supplier until PrimeGuard Supplies has approved the return and supplied the correct instructions. The return destination depends on the product, fulfilment location and reason for return.

What should I do if an item is damaged, faulty, missing or incorrect?

Email us promptly with your name, order number, a description of the problem and clear photographs of the product, packaging and shipping label where applicable. We will assess the issue and explain the appropriate investigation, replacement, repair, return or refund process.

How are refunds issued?

Approved refunds are issued to the original payment method. After an authorised return is received and inspected, we will notify you of the outcome. If approved, PrimeGuard Supplies initiates the refund within 10 business days; the bank or payment provider may require additional processing time.

Payments and privacy

Is checkout secure?

The store is hosted by Shopify and checkout uses encrypted HTTPS connections. Payment-card processing is handled by Shopify and the applicable payment provider. PrimeGuard Supplies does not directly store or have access to customers’ complete payment-card numbers.

Why is my information shared with a fulfilment supplier?

We disclose only the information reasonably required to prepare, deliver and support the order, such as the recipient’s name, delivery address, contact details, products, quantity and delivery instructions. Further information is available in our Privacy Policy.

Still need help? Use Shopify Inbox, visit our Contact page or email support@primeguardsupplies.com.