Shipping policy

1. Shipping Rates and Methods

  • Domestic Shipping (U.S.):
    • Free Standard Shipping in selected states in the Unites States. 

      Maine, Vermont, New Hampshire, Massachusetts, Connecticut, Rhode Island, New York, Pennsylvania, District of Columbia, New Jersey, North Dakota, South Dakota, Nebraska, Kansas, Minnesota, Iowa, Wisconsin, Illinois, Missouri, Indiana, Ohio, Michigan, Oklahoma, Texas, West Virginia, Virginia, Delaware, Kentucky, Tennessee, North Carolina, South Carolina, Georgia, Alabama, Mississippi, Florida, Louisiana, Arkansas, Maryland, Arizona, Montana, Idaho, Wyoming, Colorado, Utah, Nevada, California, Oregon, Washington, New Mexico
  • Domestic Shipping for Pre-owned Products (U.S.):
    • Shipping fees apply to all pre-owned products and will be calculated at checkout based on the shipping address and selected delivery method.
    • We do not offer free shipping on pre-owned items.
  • Domestic Shipping (Europe):
    • Free Standard Shipping in selected European countries. 
      Germany, Austria, France, Italy, Spain, Netherlands, Belgium 
       

2. Processing Times

  • 2 to 3 business days. Excluding weekends and Holidays.

3. Delivery Times

  • 3-8 business days to arrive unless otherwise stated on the product page.
  • May take an additional 10-15 days to for arrival. Additional taxes and duties are paid by the customer. 
  • Delivery delays may occur due to holiday or unforeseen circumstances such as logistical issues, sales periods. holidays. 

4. Customs, Duties, and Taxes

  • Shipments to United Kingdom and certain parts of Europe may be subject to customs fees, duties, and taxes which will be paid by the customer.

5. Tracking and Confirmation

  • Order Processing and Shipping Confirmation

    After we have successfully received your payment, we will begin processing your order. You'll be notified via email once your order is on its way. This email will include the courier's name and a link to track your package. Please note, it may take 1 to 2 days for the tracking information to be updated. In some cases, the tracking may not show the latest status, but rest assured, your order is on its way. Should you encounter any delivery issues, we advise directly contacting the courier for assistance.

  • Tracking and Delivery Confirmation

    Each shipment is accompanied by a tracking number for delivery confirmation. If tracking shows that your order was delivered to the specified address but you haven't received it, please contact the courier to investigate the matter. Please be aware that we cannot be held responsible for packages that are confirmed as delivered by the courier.

  • Accuracy of Shipping Address

    The responsibility to provide an accurate shipping address lies with you, the buyer. Our order processing and shipping are optimized for speed, leaving only a brief window to modify or cancel your order, including changes to the shipping address. If you need to cancel your order or change the shipping address, please contact us immediately at info@priorpet.com. While we'll make every effort to accommodate your request, we cannot guarantee changes can be made, due to the short timeframe available for modifications.

6. Damaged or Lost Orders

  • Damaged Orders:

    • Reporting Damage: If you receive an order that is visibly damaged, please report it to us within 48 hours of delivery. We request that you provide photographic and/or video evidence of the damage to assist in our investigation.
    • Resolution Process: Upon receiving your damage report, we will assess the situation and may either send a replacement item or issue a refund, depending on your preference and item availability.
    • Contact Information for Damage Reports: Please send damage reports to info@priorpet.com

     

  • Lost Orders:

    • Non-Delivery Reporting: If your order has not arrived within the expected delivery time frame, please notify us within 3 days of the estimated delivery date.
    • Investigation with Courier: Once reported, we will initiate an investigation with the courier service to locate your package. This process can take up to 15 days
    • Resolution for Lost Orders: Depending on the outcome of the courier investigation, we will either reship your order at no additional cost or offer a refund. We aim to resolve all lost order inquiries promptly and efficiently.
    • Contact for Lost Orders: For issues regarding non-delivery, please contact us at info@priorpet.com

7. Returns and Exchanges

  • Return Eligibility:

    • Time Frame: Items can be returned within 30 days of receipt.
    • Condition of Items: Products must be returned in their original condition, unused, undamaged, and with all original packaging and labels.

     

  • Return Process:

    1. Initiating a Return: To initiate a return, please contact us at info@priorpet.com or through our online contact form found on our website with your order number and reason for return.
    2. Return Authorization: We will provide a Return Authorization Number and instructions on where to send the returned items.
       

  • Refunds:

    • Processing Time: Once we receive and inspect the returned item, we will process your refund within 3 to 5 business days.
    • Refund Method: Refunds will be credited to the original method of payment.

     

  • Exchanges:

    • Availability: Exchanges are subject to item availability.
    • Exchange Process: If you wish to exchange an item, please follow the return process for the original item and place a new order for the replacement item.

     

  • Damaged or Incorrect Items:

    • If you receive a damaged or incorrect item, please contact us immediately at info@priorpet.com We will arrange for a replacement and cover all associated shipping costs.

     

  • Contact Information:

    • For any questions or concerns regarding returns or exchanges, please contact us at info@priorpet.com