Shipping policy

Shipping Policy

Damaged or Missing Items

Prime Pet Equipment works with established shipping and freight carriers to deliver orders as safely and efficiently as possible. While damage during transit is uncommon, it may occasionally occur.

Please inspect all shipments immediately upon delivery.

If visible damage is present, we recommend refusing delivery and noting the damage with the carrier.
If the outer packaging shows minor damage, please note “Package Damaged” when accepting delivery.
Any damage or missing items must be reported to Prime Pet Equipment within 24 hours of delivery, as carrier claims are subject to strict time requirements.

To report a damaged or missing item, please contact our customer support team as soon as possible.

Customer Support: (866) 738-9820

After review, Prime Pet Equipment will work with the carrier and supplier to determine an appropriate resolution. Depending on the circumstances, this may include replacement parts or a replacement item. All resolutions are handled in accordance with our Return Policy.

Shipping Methods and Delivery Times

Prime Pet Equipment ships products from multiple warehouse locations using various carriers, depending on the product type and delivery destination. Orders containing items from different manufacturers may ship separately and arrive in multiple deliveries.

Orders are typically processed within 1–2 business days.
Delivery times vary based on product availability, carrier, and destination.
Freight shipments may require delivery appointments, and carriers may contact customers directly to arrange delivery.

Estimated delivery times are provided as guidelines only and are not guaranteed.

For questions regarding shipping methods or delivery timelines, please contact our customer support team at (866) 738-9820.

Shipping Locations and Delivery Restrictions

Prime Pet Equipment currently ships to addresses within Canada.

Certain locations may be subject to additional delivery considerations, including but not limited to:

remote or rural areas
island locations requiring ferry access
limited-access delivery locations

If you are unsure whether your location is eligible for delivery, please contact us prior to placing your order.

Pricing, Taxes, and Import Fees

All prices displayed on our website are listed in Canadian dollars (CAD).

Applicable sales taxes are calculated at checkout based on the shipping address. Any duties or import-related fees, where applicable, are addressed prior to delivery to help ensure a smooth shipping experience.

Contact Information

Prime Pet Equipment

Phone: (866) 738-9820

Additional contact details are available on our Contact page.