Shipping policy
Order Processing
- Orders are typically processed within 1–3 business days after payment is received.
- Orders are processed Monday through Friday, excluding holidays.
- Once your order has shipped, you will receive a confirmation email with tracking information.
Please note that processing times may be extended during high-volume periods, promotions, or holidays.
Shipping Rates & Delivery Estimates
Shipping charges are calculated at checkout based on:
- Order weight and dimensions
- Shipping destination
- Selected shipping method
Estimated delivery times:
- Standard Shipping: 3–7 business days
- Expedited Shipping: 2–3 business days
- Express Shipping: 1–2 business days (where available)
Delivery times are estimates and are not guaranteed.
Domestic Shipping
We currently ship within the United States. Certain products may have shipping restrictions based on size, weight, or carrier limitations.
International Shipping
At this time, we may not offer international shipping to all countries. If international shipping is available at checkout, customers are responsible for:
- Any customs duties or import taxes
- Additional fees imposed by the destination country
Primary Pet Products is not responsible for delays caused by customs processing.
Tracking Your Order
Once your order ships, you will receive tracking details via email. Please allow up to 24 hours for tracking updates to appear.
Delayed or Lost Shipments
While we work with trusted shipping carriers, delays can occasionally occur due to weather, carrier issues, or high shipping volumes.
If your package appears lost or significantly delayed:
- Contact the shipping carrier first using your tracking number
- If additional assistance is needed, contact us at:
Email: support@primarypetproducts.com
Incorrect Shipping Information
Customers are responsible for providing accurate shipping information at checkout.
If an incorrect or incomplete address is provided:
- Delays may occur
- Additional shipping charges may apply
- We are not responsible for packages delivered to incorrectly entered addresses
Please contact us immediately if you notice an error in your shipping information.
Damaged Packages
If your order arrives damaged:
- Take photos of the packaging and products immediately
- Contact us within 48 hours of delivery
- Include your order number and photos in your email
We will work with you to resolve the issue as quickly as possible.
Missing Packages Marked as Delivered
If tracking shows your package as delivered but you cannot locate it:
- Check around your property and with neighbors
- Contact the carrier directly
- Wait 24 hours, as some carriers mark packages delivered before final drop-off
Primary Pet Products is not responsible for stolen packages after confirmed delivery.
Contact Us
If you have any questions regarding shipping, please contact us:
Primary Pet Products
Email: primarypetproducts@gmail.com
Website: primarypetproducts.com