Refund Policy

Overview

We want you and your dog to feel confident with every Prime Pet Food order. This Refund Policy explains how we handle damaged items, wrong products, returns, refunds, and our satisfaction guarantee for Himalayan yak cheese chews and related pet products.

30-day satisfaction guarantee

If you are not satisfied with your first order, contact us within 30 days of delivery with your order number and a short description of the issue. We may offer a refund, replacement, store credit, sizing guidance, or another reasonable solution depending on the situation.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, missing an item, or different from what you ordered, contact us within 7 days of delivery. Include your order number and clear photos of the item, packaging, and shipping label when possible. We will review the issue and, when approved, provide a replacement, refund, or other resolution.

Returns for edible pet products

For safety and quality reasons, opened edible pet products may not be eligible for a physical return. Unopened products may be eligible for return review within 30 days of delivery if they are unused, sealed, and in their original packaging. Contact us before sending anything back so we can confirm eligibility and provide instructions.

Non-returnable items

Gift cards, final sale items, heavily used items, opened edible products, and products damaged by misuse, improper storage, or normal chewing behavior may not be returnable. This does not limit remedies for items that arrive damaged, defective, or incorrect.

How to request help

To request a refund, replacement, or return review, contact us through the Contact Us page with your order number, email address used at checkout, reason for the request, and photos if the item is damaged, defective, or incorrect.

Return shipping

If a return is approved, we will provide return instructions. Unless the return is due to our error or a damaged or defective item, customers may be responsible for return shipping costs. Shipping fees paid at checkout may be non-refundable unless required by law or unless the issue was caused by our error.

Refund timing

Approved refunds are issued to the original payment method when possible. After we process a refund, your bank, card provider, or payment service may take additional time to post the credit. We do not control bank processing times.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. We will do our best to help before the order is packed or shipped. Once an order has shipped, it may need to be handled as a return or support request.

Subscriptions

If subscription products are available, subscription changes, skips, pauses, or cancellations should be made before the next order is processed. Contact us if you need help with an active subscription.

Contact

For refund or return questions, contact Prime Pet Food through the Contact Us page.