Born from love

Welcome to PriorPet, where we merge innovation, convenience, and affordability to enhance the lives of pets and their families. Inspired by the belief that every pet deserves the best, our commitment lies in providing exceptional value without compromising on quality.At the heart of PriorPet is our dedication to customer satisfaction, ensuring that every product and service we offer aligns with the needs and preferences of pet owners. Join us on this journey, where your pet's happiness is our top priority.

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FAQ's

Shipping & Delivery

Do you offer Free Shipping?

Yes! We do offer Free shipping to the Contiguous United States. Germany, France, Italy, Austria, Belgium, Netherlands, and Spain

Warehouse Locations

We have 2 warehouse locations where are products are shipped to ensure timely delivery to our customers.

  1. USA Orders are shipped locally in the USA from our warehouse in Illinois.
  2. EU Orders are shipped locally within Europe from our warehouse in Germany. 

What shipping provider do you use

We use Standard Shipping, for the US we use USPS and for Europe we use DPD

What is the delivery time

  1. Delivery within the Contiguous USA takes 3-8 business days.
  2. Delivery within Germany, Austria, Belgium and Netherlands takes 2 to 3 business days. 
  3. Delivery within France, Italy, and Spain takes 3 to 8 business days.

    These are the ideal delivery times and are not guaranteed. Delivery time may also change due to unforeseen events. 

Order Tracking

Customers receive a tracking number via email once the order is shipped. Specific delivery dates or times are not guaranteed.

Non-Arrival of Orders: In cases where orders don't arrive, customers must notify us via email at info@priorpet.com or through our contact form within 30 days of the shipping confirmation email to report the lost items.

Returns and Refunds

Time Limit

Returns and exchanges are accepted within 30 days from the original shipment date, with a purchase receipt that includes your order number and identification.

How to process returns and refund

  1. Email us at info@priorpet.com or message us through our contact form and provide your Order Number.
  2. Prepare the package with the RMA number and shipping label. Use a trackable carrier service.
  3. Allow us 3 to 5 business days to inspect the return and process the refund. 

Cancel an order or exchange

Cancelling an order will only be entertained if the item has not been shipped out yet.

Exchange of item due to customers different preference will be shouldered with a one time delivery fee for the new order. Return labels would be free.

General Return Policy

PriorPet is the sole owner and seller of PriorPet products. Any products purchased from resellers or other sources will not be subject for a refund, return, or exchange. A customer must provide an order number to verify authenticity of where the product was purchased.  

Items can be exchanged or returned for a store credit or refund, minus shipping  and other charges. For defects related to the product or workmanship, refer to the Product Warranty.

Condition for Return or Exchange

Items must be new, unused, and resalable, with inspection required. They should be returned in original, undamaged product and packaging with all accessories and extras.

Payment Method-Specific Refund Procedures

Refunds for credit/debit card purchases will be credited back to the original card. For other payment methods like PayPal, the refund will also be sent through Paypal.

Exchange Policy

Exchanges with a positive balance will be refunded in the original payment form. If the exchange would be for a higher price product, the difference will be sent to you as an invoice for you to settle the balance. 

Warranty & Registration

Warranty Registration

Warranty Coverage

This warranty covers defects in material or workmanship of PriorPet Products for the original customer or a gift recipient of a new, unopened product) for two years from the purchase date. The product should be purchased solely from PriorPet’s official website or from other PriorPet official sales channels. A product that has been purchased from a reseller will be invalid. 

Scope of Warranty

The warranty covers defects in parts and workmanship for the initial two years. PriorPet may apply charges for shipping services for any replacements.

Non-Transferability

The warranty is non-transferable and ends if the original purchaser resells the product or transfers the ownership of the product to another person.

Intended Product Use

This product is designed exclusively for domestic animals like dogs and cats. It should not be used with aggressive animals or for purposes other than what it is specifically intended for.

Exclusions

The warranty does not cover products from unauthorized resellers or damage caused by wear and tear, misuse, abuse, neglect, improper installation, non-PriorPet accessories, external forces, acts of God, abnormal use, improper storage, unauthorized repair, accident, environmental conditions, or exposure to harmful chemicals.

Making a Warranty Claim

In case of a defect, contact PriorPet Customer Care at info@priorpet.com or through our contact form for assistance and potential warranty replacement.

Warranty Policies on Second Chance Products

Please note that our second chance pet furniture, including items like dog ramps, cat trees, dog cages, and dog stairs, does not come with a warranty. While these products are offered at a discounted rate due to their pre-owned or open-box status, they are sold as-is. We ensure that each item is thoroughly inspected for functionality and safety before being made available for purchase. However, because of their second-hand nature, we are unable to provide any warranty coverage. Thank you for your understanding.