Return and Refund Policy

At PrimaPet, we are committed to providing you with products that improve your quality of life. We believe in the effectiveness of our products, which is why we offer a 30-day money-back guarantee.


Returns, refunds and exchanges policies and common questions:

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➡️ WHERE CAN WE REACH YOU?

Our CS team is available and responds within 24 hours.

  • Email: info@primapet.co

  • Phone: +1 888 504 5420

To expedite your request via phone or email, please state your order number, full name, email used at checkout, and your specific request. Please note: if we cannot locate your order ID, it may have been placed through an unauthorized third party.


➡️ AM I ELIGIBLE TO RETURN THE PRODUCTS?

Yes, products are eligible for return under our 30-day policy from the date of delivery.

Return Steps:

  1. Email support at info@primapet.co or call +1 888 504 5420 with your order details.

  2. Follow the specific return instructions provided by our support team.

  3. Once approved, you will receive shipping guidelines and the return warehouse address.


➡️ WHAT ITEMS ARE COVERED UNDER THE 30-DAY GUARANTEE?

Our 30-day money-back guarantee is designed for a risk-free experience. If you find the products unsatisfactory within 30 days of receipt, contact support to initiate a return. Products must be returned in their original packaging with any included components.

  

➡️ I RECEIVED A DAMAGED OR DEFECTIVE ITEM. WHAT SHOULD I DO?

If your product arrives damaged or defective, email us within 7 days of delivery for an immediate free replacement. Please use this email format:

  • Subject line: Damaged or Defective product

  • Order No.:

  • Full Name:

  • Description and Photo/Video of the issue:

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➡️ MY PRODUCT WAS LOST IN TRANSIT, OR WAS STOLEN.

  • With Shipping Protection / Express Priority: We will dispatch an immediate replacement. Email support with the subject line "Stolen/Lost Order with Protection" along with your Order No. and Full Name.

  • Without Shipping Protection: Please contact your local post office or carrier immediately. While we assist where possible, we cannot guarantee a full refund or replacement for uninsured lost/stolen items.


➡️ DO YOU SHIP OUTSIDE THE US?

PrimaPet primary operations target US deliveries. While international shipping is supported for select countries, transit times may vary, and customers are responsible for any applicable local customs/duties fees upon import.


➡️ HOW DO I SHIP BACK THE ITEMS?

Refer to the confirmation email received after submitting your return request.

  • Note: Customers are responsible for return shipping costs. Return labels are not provided. Please do not send items back without prior consultation with our CS team.

   

➡️ WHAT ARE MY REFUND OPTIONS & PROCESSING TIMES?

  • Refund Options: Original payment method or Store Credit (if preferred).

  • Processing Time: Once your returned package is received and inspected, we will notify you of the approval status. Approved refunds are credited to your payment method within 3–5 business days (posting times depend on your financial institution).


➡️ LATE OR MISSING REFUNDS

If you haven't received an approved refund yet:

  1. Re-check your bank account statement.

  2. Contact your credit card company (processing times vary).

  3. Contact your bank to check for pending electronic transfers.

  4. If completed and still unresolved, email info@primapet.co.


➡️ WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.

Thank you for choosing PrimaPet. We appreciate your business and look forward to helping you manage your pain and improve your quality of life.

  

Have questions?

Don’t hesitate to email us at info@primapet.co, or call us at +1 888 504 5420. We are here to help :-).

PrimaPet
Operated by Nexa Commerce LLC
407 Lincoln Road suite 8N-275
Miami Beach FL 33139
E-mail: info@primapet.co
Phone: +1 888 504 5420