Shipping and Return Information

COVID-19: Important Information & Updates

Due to precautions regarding the virus, we're experiencing delays in shipping orders and processing returns.

Therefore, shipping time may vary from 1-3 weeks to US and Canada. We truly appreciate your patience and understanding as we work extra hard to get you your package while staying safe. Please contact us at support@primecanines.com if you have any further questions.

How long will my order take to deliver?

All orders are processed and shipped out in 3-5 days with the exceptions of weekends and holidays.

Delivery usually takes 7-14 business days, but due to high demand of some of our popular products, please allow 2-4 weeks for delivery.

If your order takes longer than expected, please contact our support team at support@primecanines.com and we will check on it. If your order hasn't arrived within 60 days of the date of original purchase, you are entitled to a full refund on your purchase.

Can I cancel my order?

We offer immediate order cancellations up to a limit of 24 hours after purchasing - so if you change your mind within that time - send us a message at support@primecanines.com and we'll cancel and refund you in full as soon as we get your request.

Returned Orders

If your order is returned to us for any of the following reasons we will refund your payment method for the full price of the product. Plausible reasons for returns include:
- Incorrect / Incomplete / Undeliverable address
- No one available to accept the delivery
- Order refused by the customer for any reason including damaged product/products

What are my shipping options?

We currently offer free tracked shipping. 

Lost or Stolen Packages 

Please make sure to send your packages to a secure address. Once your package is in the hands of a shipping carrier (USPS, FedEx, etc), it becomes the responsibility of the shipping carrier. If your package is lost or stolen in the delivery process or once it is delivered, please file a report with your shipping carrier and notify by emailing support@primecanines.com. We'll review all cases and will do our best to send out a replacement order or issue a store credit if possible. 

Will my order be shipped in multiple parcels?

If you place an order with different items, they may be fulfilled in multiple shipments.

 

How do I track my parcel?

You can track your parcel via the email we sent you.

Where is my order shipped from?

We have fulfillment centers across the globe in the United States, Canada, Europe, and China. Based upon availability and your location, the fulfillment center with the quickest shipping time will be used for your order.