Refund policy

Refund, Return, and Warranty Policy

Prime Pet Equipment is committed to providing high-quality products and clear, fair policies. If you have any questions about your order, our team is available to assist.

Contact Information

Email: contact@primepetequipment.ca

Phone: (866) 738-9820

Returns

Returns may be requested within 30 days of delivery, unless otherwise noted on the product page.

Certain products may be subject to manufacturer-specific return conditions or exclusions. These details, if applicable, will be clearly stated on the product listing.

To initiate a return, please contact Prime Pet Equipment before sending any items back. Returns sent without prior authorization may not be accepted.

Return Conditions

To be eligible for a return, items must meet the following conditions:

New, unused, and unassembled
Returned in original packaging and materials
Include all original accessories, components, and documentation

Proof of purchase may be required if order details cannot be verified.

Unless the return is due to an incorrect, defective, or transit-damaged item, return shipping costs are the responsibility of the customer.

Restocking and Return Fees

A restocking fee of up to 25% may apply to returned items. This fee helps cover inspection, handling, and supplier processing costs.

Original shipping charges, delivery services, and ancillary fees (including but not limited to special delivery services) are non-refundable.

Return eligibility and fees may vary by product and manufacturer. Customers are encouraged to contact us before requesting a return for product-specific details.

Damaged or Incorrect Items

Please inspect your shipment immediately upon delivery.

Shipping Damage:

Any damage must be reported within 24 hours of delivery so that a carrier claim can be initiated.
Incorrect or Defective Items:

If you receive an incorrect or defective product, please contact us promptly. After review, we will work with the supplier to determine the appropriate resolution, which may include a replacement or refund.

Refused or Undeliverable Shipments

Refused Deliveries:

Refused shipments are treated as standard returns and may be subject to applicable return shipping and restocking fees.
Undeliverable Shipments:

If a delivery cannot be completed due to access restrictions, inaccurate address information, or missed delivery appointments, additional shipping or storage fees may apply.

Refunds

Once a returned item is received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method. Processing times vary by payment provider and typically take up to 10 business days after approval.

Exchanges

Prime Pet Equipment does not process direct exchanges.

If you wish to exchange an item, please complete the return process first. Once approved, a new order may be placed for the replacement product.

Order Cancellations

Orders that have not yet shipped may be eligible for cancellation.
Orders that have already shipped cannot be cancelled and will be handled under the standard return policy.

Cancellation eligibility depends on order status and supplier processing timelines.

Warranty Information

Prime Pet Equipment sells products that include manufacturer warranties, where applicable. Warranty terms, duration, and coverage vary by product and brand.

Manufacturer Warranties

Warranties generally cover defects in materials and workmanship.
Coverage details are determined by the manufacturer and outlined in the documentation included with the product.

Warranty Claims

Warranty claims are handled directly by the manufacturer. Customers should follow the warranty instructions provided with their product.

Prime Pet Equipment is happy to assist with warranty claim guidance when possible.

Warranty Limitations

Manufacturer warranties typically do not cover:

Normal wear and tear
Accidental damage or misuse
Unauthorized modifications or repairs

Proof of purchase may be required to process a warranty claim.

Contact Us

If you have any questions regarding returns, refunds, or warranties, please contact:

Prime Pet Equipment

Email: contact@primepetequipment.com

Phone: (866) 738-9820