Terms

Refund, Resend, and Returns Policy

At Pet Prime Store (www.petprimestore.com), we strive to ensure customer satisfaction with every purchase. Please review our refund, resend, and returns policy carefully.

1. Orders Delayed

If your order lacks tracking information, is in transit, pending, or expired 60 days after leaving our warehouse, we will process a refund or resend the order. However, the following conditions apply:

• Orders to the USA: Considered delayed after 45 days.
• Orders to Brazil: Considered delayed after 110 days due to customs clearance.
• Special shipping methods: Some orders are ineligible for disputes due to shipping limitations.

Notes:

• If the order is held at the local post office due to an insufficient address or unclaimed status, the customer must contact the post office directly.
• If tracking shows “delivered” but the customer claims non-receipt, we will investigate, which may take 1-2 months, but a resolution is not guaranteed.

2. Orders Not Received

We do not process refunds or resends for orders marked as delivered in tracking information. However, if your package is not received, you may:

• Provide a non-delivery certificate from the local post office with an official seal.
• Open a dispute if tracking shows an Alert (e.g., incorrect address, refused, uncleared customs, etc.).

Notes:

• If a package is unclaimed for too long, it may be returned to the sender. If it is lost in transit, we are not responsible for the refund.
• Some tracking services may not provide updates after arrival in certain countries.

3. Products Damaged

If your item arrives badly damaged, you are eligible for a full refund or replacement. If partially damaged (e.g., minor scratches, wrinkles), we may offer a partial refund.

Notes:

• Refunds are highly recommended for fragile items.
• We do not refund for damaged packaging due to international transit.
• Customers must file a complaint within 30 days of delivery.

4. Incorrect or Missing Products

If you receive the wrong item or missing components, we will provide a replacement or refund if:

• A clear photo or video proof is provided.
• The claim is made within 30 days of receiving the product.

5. Order Cancellation

Orders can only be canceled before shipment. Once the package has been dispatched, cancellations are not possible.

6. Returns Policy

We do not recommend returning products due to high international shipping costs and lengthy return processing (up to 3 months). However, if a return is necessary:

• The return request must be made within 30 days of receiving the item.
• Customers must cover return shipping costs.
• Products must be unused and in original packaging.

7. Important Dispute Conditions

We do not accept disputes for the following reasons:

• Buyer changed their mind.
• Product smell, slight differences in color, or minor defects (e.g., loose threads, minor scratches).
• Wrong item ordered by the customer.
• Incorrect shipping address provided by the customer.
• Disputes for delays caused by customs clearance, strikes, natural disasters, or other force majeure events.

8. Contact Us

For any concerns regarding your order, please contact our customer support team at petprimestore04@gmail.com with your order number and necessary evidence (photos/videos) for prompt assistance.

We appreciate your trust in Pet Prime Store and aim to provide the best shopping experience!