Last Updated: May 2025
Our Guarantee At Prime Pet Market, your satisfaction is our priority. If you are not completely happy with your purchase for any reason you have 30 days from the date of delivery to request a return or refund. We stand behind every product we sell and we are here to make it right.
What Can Be Returned Items that arrived damaged or defective are eligible for a full refund or free replacement. Items that do not match the description are eligible for a full refund or free replacement. Items that never arrived are eligible for a full refund or free replacement. Wrong items received are eligible for a full refund or free replacement. Items returned due to change of mind are eligible for a refund minus return shipping cost. Items that were used but not satisfied with will be reviewed on a case by case basis.
What Cannot Be Returned Items returned more than 30 days after the delivery date cannot be returned. Items that have been intentionally damaged or misused cannot be returned. Items returned without contacting our support team first cannot be processed.
How To Request a Return or Refund We have made this process as simple as possible. Email us at support@primepetmarket.com with the subject line Return Request and your order number. Include your full name, your order number, the reason for your return or refund request, and a photo or video of the item if it arrived damaged or defective. Our support team will respond within 24 hours Monday through Friday with instructions on how to proceed. Once your request is approved we will process your refund or send a replacement immediately.
Refund Processing Times Once your refund is approved please allow the following timeframes for it to appear. Refunds to your original payment method such as a card typically take 5 to 10 business days. Refunds to PayPal typically take 3 to 5 business days. Refund times depend on your bank or payment provider and are outside of our control once issued.
Damaged or Defective Items If your item arrives damaged or defective we sincerely apologize. Please contact us within 7 days of delivery at support@primepetmarket.com with a clear photo or short video showing the damage or defect and your order number. We will send you a free replacement or issue a full refund immediately. You do not need to return the damaged item and you may keep it.
Lost Orders If your order has not arrived within the estimated delivery timeframe stated in our shipping policy please contact us and we will investigate right away. If your order is confirmed lost by our shipping partner we will send a replacement or issue a full refund at no additional cost to you.
Wrong Item Received If you received the wrong item please contact us immediately with a photo of what you received and your order number. We will send the correct item right away and arrange collection of the wrong item at no cost to you.
Change of Mind Returns If you simply changed your mind about your purchase we still want to help. Contact us within 30 days of delivery and we will arrange a return. Please note that the item must be unused and in its original packaging, return shipping costs are the responsibility of the customer in change of mind cases, and your refund will be issued once we confirm the item has been returned.
Important Notes Always contact us before sending anything back as unauthorized returns cannot be processed. Keep your order confirmation email as proof of purchase. We reserve the right to refuse returns that do not meet the conditions above.
Contact Us For any return or refund related questions our support team is ready to help at support@primepetmarket.com. We respond to all inquiries within 24 hours Monday through Friday. We are committed to making sure every Prime Pet Market customer is completely satisfied.