FAQs

We have made it as quick and simple as possible to track your order progress! All you need to do is enter in your order number, that will have been sent to you in your order confirmation email following your purchase, into our handy order tracking system above! This tracker will provide you with your order status as well as a tracking link if this is available. If you have not yet received an order number or have any problems with tracking your order, please contact us via our email address hello@primovapet.com

We offer free shipping to all of our customers in the USA on every single order! Furthermore, every subscription order is also free every single time.

This will depend upon your location and your chosen shipping method. We always aim to have your order delivered to you within 3-5 business days. Once we receive your order, it will be processed within 24 hours.

This will depend upon your location and your chosen shipping method. We always aim to have your order delivered to you within 3-5 business days. Once we receive your order, it will be processed within 24 hours.

We only work with reputable courier service namely: UPS and DHL

Unfortunately, you are not able to instruct the courier where to leave your delivery, however, should they need to leave it in a safe place they will always choose the most appropriate course of action.

If you would like to amend or change your shipping/billing address you can do so easily by sending us an email at hello@primovapet.com with the details of the shipping/billing information to be updated. One of our customer service representatives will then be able to process your request for you. Please be advised that all orders are typically processed and dispatched within 24-48 hours. If you need to update your order details, such as your shipping/billing address, we suggest that you do so as soon as possible, this is because once an order has been dispatched from our warehouse, we are unable to update details such as this. If you require assistance in relation to an order that you believe was dispatched to the wrong address, for example, then please kindly contact our customer service team via our email hello@primovapet.com as soon as you can, as they will be able to provide you with further assistance.

We are able to ship to all P.O, A.P.O, and F.P.O boxes via DHL.

Firstly, if this does happen then we sincerely apologize for the inconvenience. If your order is lost in transit then we recommend that you get in touch with our customer service team via our email bello@primovapet.com A customer service agent will then be able to process a replacement order for you within 24-48 hours.

A subscription is the best way to experience Primova Pet Products and all of our great products! As a subscription customer, all products are available at a discounted price, you will receive regular free gifts, and much more!

If you would like to amend your subscription all you need to do is submit your request via email to hello@primovapet.com and a customer service agent will be in touch to confirm the update in 24-48 hours.

If you would like to change the items in your subscription, then all you need to do is send an email to us at hello@primovapet.com. Our customer support will get back to you within 24-48 hours.

Your subscription charge date will depend upon the date on which your subscription purchase was made. We will always endeavor to take payment on the same day each month.

If you would like to change your subscription payment method then you can do so by contacting customer support via our email hello@primovapet.com.

We will be sorry to see you go! Once you cancel your subscription you will lose access to discounted products, free gifts, early access to new products, and more! We do however understand that it is important to be able to cancel or amend your subscription at any time. We have made it simple and very easy to do so, all you need to do is submit your request to cancel your subscription through our email hello@primovapet.com

Absolutely! We offer all of our customers a 30-day no-questions-asked refund guarantee- no matter what you order! Please send a refund request through our email hello@primovapet.com. We will get back to you within 24-48 hours with a return label. Please note that currently, refunds can take between 7 to 14 days to be processed, depending on the original payment method.

Yes, you can! If you would like to return an item, or all of the items in a subscription order then you can do so within 30 days of receiving said order. All you need to do is go to the order management page to submit your return request, and a customer service agent will contact you within 24-48 hours to follow-up and process your return.

If your product is faulty then we will happily provide an exchange for you. If you want a different product then you can return it to us unused within 90 days for a full refund and then place another order.

The return label that we will provide you with will have a tracking number included, you can then use this number to follow the parcel's journey back to us via the courier’s website.

We will begin processing your refund as soon as we receive your order! Once this process has started, you can expect to receive your refund in 7 - 14 business days, depending on your original method of payment.

Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. All we would need for you to do is to send an email to us at hello@primovapet.com detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.

Firstly, if your item is damaged or not in an acceptable condition when it gets to you then we sincerely apologize. We would be happy to exchange your damaged item for you. All we would need for you to do is to send an email to us at hello@primovapet.com detailing the condition of the products they received, and our customer service agent will be in touch within 24-48 hours with a return label, and will then process an expedited replacement order for you.

We’re very sorry you have received the wrong product in your order. Please contact our customer service team by via email (hello@primovapet.com) as soon as possible so that we can get the correct order out to you, along with a returns label to send the unwanted product back to us. We apologize for the inconvenience.

Firstly, we’re very sorry you still have not received your order. If you find that the delivery tracker is telling you your package has been delivered, please contact our customer service team by phone via email (hello@primovapet.com). We will investigate the situation and update you as soon as we’re able with information.

If you believe your order has been delivered to the wrong address, please contact our customer service via email hello@primovapet.com. We will investigate the situation for you, amend the information, and get your order sent to the correct address as soon as possible.

Not to worry, you may send us a message on our social media regarding this matter or send us an email (hello@primovapet.com) as soon as possible so that we can change or cancel your order.

All our products are formulated in the United States.

Our products are completely safe for all dog breeds, but we know each dog is unique, with their own needs. We strongly recommend you consult your vet before you decide to start your pup on our supplements, for peace of mind and to make sure they will be safe. Also, please always follow the feeding guide that best suits your dog’s weight and size. This will help you supply your pup with the correct daily dosage for their specific size & breed.

The accurate product dosage information can be found on the label and on our website. Select your required product, you’ll be able to access the correct dosage for specific weights or age.

The expiration date can be found on either the label or the bottom of the container. It should be printed clearly. If you’re unable to find the date or it is not clear, please contact our customer service for more information.

Our products are completely safe for all dog breeds, but we know each dog is unique, with their own specific health needs. We strongly recommend you consult your vet before you decide to start your pup on our supplements, for peace of mind and to make sure they will be safe. Also, please always follow the feeding guide that best suits your dog’s size.

You can reach one of our dedicated customer service reps on either our Facebook or Instagram @primovapetproducts. You may also email hello@primovapet.com and we'll get back to you within 24 - 48 hours with a response.

Our customer service team are available between the hours of 9:00 am to 17:00 pm (EST)

You may read our privacy statement at the bottom of this page. This policy can also be accessed at the bottom of all our web pages.

You may read our terms & conditions at the bottom of this page. This information can also be found at the bottom of all our web pages.