Orders made via the USA website will be packed and shipped from our warehouse in Ohio.
Prism Platinum is coming to the USA!
A long eight months in the making but we're expanding to the USA. We're beyond excited to be paving way for this new era of Prism Platinum and making our products more accessible to collectors worldwide. We shared more details about the entire process over on our Instagram and TikTok so be sure to check it out if you are interested!
We know that many of you have pressing questions about what to expect with these changes so we created this page to outline the differences when shopping with us from our new USA website in the near future (official launch date will be announced VERY soon!).
I hope you all find this helpful, and if we missed anything, please do not hesitate to contact us via our inquiry form with further questions.
Cathy
Changes to expect with shopping from our USA Website
USA based customers can now have their orders shipped from our USA warehouse
Faster shipping times for USA based customers
Shopping via our US website will mean faster shipping for you! You can expect orders placed on the US website to be fulfilled within 1 business day (there may be a 1-2 day delay during our launch with an influx of orders). The transit time for the orders are 1-5 business days, with most packages getting to where they need to be in 3 days.
Free domestic shipping for orders $75 or more
Collectors will have an added incentive for free shipping if their order reaches $75 or more. Please note that the currency amount is in USD!
Buy Now, Pay Later payment methods are available
Afterpay and Shop Pay will be available as payment methods. You will be able to pay for the order in installments. Please note that due to cross border restrictions, these payment method options are only available for USA based customers.
USA based customers can still order from our Australian website
There are many accessories still only available in our original website www.prismplatinum.com. USA customers can still access that website and purchase as normal. However, orders from prismplatinum.com will be fulfilled from our warehouse in Sydney, Australia.
Limitations of the new USA Website
USA based customers ONLY. International shipping currently not available
At this stage, only USA based customers will be able to order through our USA website. We know this may come as a disappointment to many customers but please know that we are working on it!
Customers are unable to transfer their collector points accumulated from prismplatinum.com
Unfortunately all collector points that customers have accumulated will not be transferable between our between our Australian website (prismplatinum.com) and our new USA website (prismplatinum.us). We're really sorry about this - it was a technical limitation that we missed during the development of our USA website.
Freebie of the Week temporarily unavailable
We promise that Freebie of the Week will make its debut in the in the near future so stay tuned for an announcement!
PayPal currently unavailable
Due to the strict user policy, we have not been able to successfully set up PayPal as a payment method for our USA website. We are currently working closely with our accountant to try and make it possible - fingers crossed that PayPal will be available in the future!
Limited catalogue of products available
At this stage, the USA website will not have the full range of products available on our Australian website. We hope you can appreciate that we are still in the process of managing the stock for our USA fulfilment centre with this new move. Please know that this is only temporary, and we do plan to offer our full catalogue on the USA website in due time!
Frequently Asked Questions
Please note the below FAQ only applies to customers based in the USA and looking to shop our USA website (www.prismplatinum.us)
General
Where will you be shipping from?
Orders made via the USA website will be packed and shipped from our warehouse in Ohio.
Are there order restrictions for weight and volume?
Our packaging size limits are 20lb & 864in. This is the limit that our shipping carriers impose. We recommend making multiple orders if you reach the packaging limit.
How long will shipping take?
You can expect orders placed on the US website to be fulfilled within 1 business day (there may be a 1-2 day delay during our launch with an influx of orders). The transit time for the orders are 1-5 business days, with most packages getting to where they need to be in 3 days.
Can I order from the Australian website?
You can still order from the Australia website but your order will be shipped from our warehouse in Sydney, Australia.
Can I cancel or modify my order before it ships?
Cancellations
As all orders are fulfilled within one business day, we cannot guarantee that your order can be cancelled. However, we will strive to assist you with the cancellation of your order when we can. If you wish to cancel your order, please submit a ticket ASAP via our contact page and we will try to get back to you within 24-48 hours. Please understand there may be delays during our launch with an influx of orders.
Modify an existing order
Unfortunately we do not accept requests to modify or change any existing orders due to the potential risks and room for error.
I can't see this item on your US website, when will it be available?
At this stage, the USA website will not have the full range of products available on our Australian website. We hope you can appreciate that we are still in the process of managing the stock for our USA fulfilment centre with this new move. Please know that this is only temporary, and we do plan to offer our full catalogue on the USA website in due time!
The item is sold out, will it be restocked?
The listing should state when there will be a restock unless stated otherwise. Subscribe to our eNewsletter and follow our socials to be the first to know about all upcoming restocks!
What currency is your website?
All prices displayed on the USA website are in USD only
What contact methods are available?
Please submit all inquiries via email using our contact form. This will create a support ticket and we will strive to get back to you within 24-48 hours. Please understand there may be delays during our launch with an influx of orders.
Are you currently hiring for your warehouse?
We are currently not hiring for our fulfilment warehouse
What items will be available in the USA shop?
All listings available on our prismplatinum.us site will be available to shop! The full catalogue is coming at a later date, please look forward to it!
Will preexisting codes also be available on the US shop, like the BUNDLE code?
Yes, the bundle code will work on our USA Shop! Please note if you have any unique discount codes prior to our USA website launch they will only work on our Australian website
Payment
What payment options will be available?
At checkout, you will have the option to complete your payment via Shop Pay or Airwallex, which will accept most debit and credit cards. You can also complete your purchase using a Buy Now Pay Later (BNPL) method via Afterpay or Shop Pay. PayPal is currently unavailable.
Why was my payment method declined?
Please triple check that all the billing details have been entered correctly and the billing address match what you’ve entered into our system. Please also ensure your billing address has been entered correctly (no additional spaces).
Can I use multiple discount codes?
Unfortunately discount codes cannot be stacked. Only ONE discount code will apply for each order.
Shipping
How much does shipping cost if my order is less than $75?
Shipping costs will vary - it is calculated based on the volume and weight of the order. Please proceed to checkout to obtain live rates. We offer free shipping on all USA orders over $75. Please note free shipping eligibility is calculated after any discount codes are applied at checkout.
Will I get a tracking number?
Yes! All orders will come with a tracking number. After you place an order, you’ll receive an email confirmation with your order number. A tracking number will be sent to you via a separate email once your order is ready to leave our fulfillment center. Please allow at least 12 hours for the tracking information to update before reviewing the shipment status.
Can USA territories like Puerto Rico purchase from the USA website?
We can ship to Puerto Rico from our USA website. We are unable to ship to Guam via our USA Website, collectors will need to shop via our Australian website
Do you ship to Hawaii?
Yes, we can ship to Hawaii!
Returns
What is your return policy?
We will only accept a return, exchange or refund if the products are returned in their original packaging and condition within 7 days of the goods being delivered. No refund will be made for products that have been opened, used or are returned damaged. All shipping costs for returns are the responsibility of the customer.
Please email support@prismplatinum.us with your order number to start the returns process.
