Return Policy & Procedure
Primo Pup accepts returns for a refund for products sold through our website. For safety purposes, we are unable to accept opened (the seal around and/or under the cap is broken) products for return.
A Return Authorization (RA) Number is required for all items prior to returning product to Primo Pup and must be obtained within 30 calendar days of the date of purchase. Return Authorization Numbers are valid for 14 calendar days after issuance.
To obtain a Return Authorization Number, email [email protected] and include the order number, product name and UPC code for the products that you wish to return.
Refunds are applied to the payment method used at the time of purchase 5-10 days after receipt of the returned merchandise. We will only refund the value of the merchandise returned, not the shipping charge.
If you would like to exchange a product, return the item for a refund and place a new order for the item you would like to exchange it for. We do not apply a refund credit to your new purchase
All Packages are inspected for damage before they ship from our warehouse. If your package has been damaged in transit, please contact us immediately. We must be informed of all shipping related claims within 1 business day after the date of receipt.
Return shipping cost (the cost to send an item back to Primo Pup for refund) is not reimbursable. It is recommended that return shipments be sent via a traceable service (such as UPS or Fedex) and insured.
Contact us by email at email [email protected] to obtain a Return Authorization Number. Be sure to include the original order number, product name and UPC code for the products that you wish to return. A Return Authorization Number is required for all items prior to returning product to Primo Pup and must be obtained within 30 calendar days of the date of purchase. Return Authorization Numbers are valid for 14 calendar days after issuance.
For safety purposes, we are unable to accept opened (the seal around and/or under the cap is broken) products for return. All returned merchandise must be in original condition. The RA number or any other inscriptions must not be written or printed on the product box or packaging. We are unable to process the return if these conditions are not met.
Package your return carefully to avoid damage to the product in return shipping. It is recommended that you reuse the packaging the product was shipped to you in.
Write the Return Authorization number on a sheet of paper inside the packaging as well on the outside of the packaged. Seal the package and ship it to:
Primo Pup Returns
4425 E Agave Rd
Phoenix, AZ 85044
Returned merchandise that is lost or damaged during transit is solely the shipper’s responsibility. Be sure to save all tracking information and properly insure all merchandise in the return shipment.
We stand behind our products with a Money Back Guarantee. If you are dissatisfied with a product sold by Primo Pup, LLC, we will refund you the purchase price to your original form of payment. Refund requests must be made to [email protected] within 45 days of purchase. This guarantee is limited to one container per customer or household shipping address and is valid only for orders placed at www.PrimoPup.com. Primo Pup, LLC reserves the right to cancel the program at any time.