Primal Paws Cancellation & Return Policy

18 okt 2026 · @Thieme ( Creative God)

1. Scope

This policy applies to every order placed through the Primal Paws online store by customers in the United States. By placing an order, you agree to this policy. Where this policy and a mandatory law of your state conflict, the law prevails only to the extent required.

• "Perishable Products" means raw, frozen, refrigerated or fresh pet food, treats, bones and any other product that must be kept cold.
• "Non-Perishable Products" means all other products, such as accessories, toys, supplements and shelf-stable food.
• "Order Processing" means the moment we start picking, packing or preparing your order for shipment.

2. Cancelling an Order

You may cancel an order only before Order Processing has started. Because we process orders quickly, cancellation is not guaranteed.

• Cancellation requests must be sent by email to [EMAIL ADDRESS] with your order number. Requests by phone, social media or chat are not accepted.
• A cancellation is effective only once we confirm it in writing.
• Once Order Processing has started, the order cannot be cancelled or changed. Perishable Products then fall under section 3; Non-Perishable Products under section 4.
• Custom, personalized or special-order items cannot be cancelled once ordered.

3. Perishable Products: All Sales Final

All sales of Perishable Products are final. They cannot be returned, exchanged or refunded once shipped, for reasons of food safety and animal health.

• We do not accept returns of Perishable Products for any reason, including change of mind, ordering errors, or your pet not liking the product.
• Any Perishable Product sent back to us without written authorization will be discarded, and no refund or credit will be issued.
• You are responsible for being available to receive delivery and for refrigerating or freezing products immediately. We are not responsible for thawing or spoilage caused by delays in collecting, storing or handling the package after delivery.
• The only exception is a product that arrives damaged, spoiled or incorrect, handled under section 8.

4. Returns of Non-Perishable Products

Non-Perishable Products may be returned within 14 days of delivery, provided all of the following conditions are met:

1. You request a Return Authorization (RA) number by email before shipping anything back. Returns without an RA number are refused and will not be refunded.
2. The product is unused, unopened, unwashed and in its original, undamaged packaging with all tags and labels attached.
3. The product is shipped back within 7 days of receiving the RA number.

The following Non-Perishable Products are final sale and cannot be returned:

• Opened supplements, chews, treats or any consumable product
• Items that have been used by or in contact with an animal (e.g. toys, beds, harnesses, bowls)
• Sale, clearance, discounted or promotional items
• Gift cards and bundles where any part has been opened

We decide at our sole discretion, after inspection, whether a returned product meets these conditions. Products that do not qualify may be returned to you at your expense or, if not claimed within 30 days, discarded.

5. Return Shipping and Restocking Fees

You pay all return shipping costs, and original shipping charges are not refundable.

• Return shipments are at your risk until we receive them. We recommend a tracked, insured shipping method; we are not responsible for returns lost or damaged in transit.
• A restocking fee of [15]% of the product price is deducted from every approved return.
• If a returned product shows any wear, damage or missing parts, we may deduct an additional amount reflecting its reduced value, or refuse the return.

6. Refunds

Approved returns are refunded as store credit by default, issued within 14 business days after we receive and inspect the product.

• Store credit is valid for 12 months and cannot be exchanged for cash.
• A refund to the original payment method is issued only where we choose to offer it or where required by law, minus the restocking fee and any deductions under section 5.
• Bank or card processing times are outside our control.
• If you paid with a discount code or promotion, the refund equals the amount actually paid. Promotional codes are not reissued.

Chargebacks. You agree to contact us and give us a chance to resolve any issue before disputing a charge with your bank or card issuer. If you file a chargeback for an order that falls outside this policy, we may contest it and suspend your account.

7. Subscriptions and Auto-Ship Orders

Subscriptions renew automatically and are charged to your saved payment method on each billing date until you cancel.

• You can cancel at any time online in your account, or by email to [EMAIL ADDRESS].
• To avoid the next charge, you must cancel at least [72 hours] before your next billing date. Cancellations received after that cutoff take effect after the next shipment, which will be charged and shipped as normal.
• Charges for shipments already processed are non-refundable, and those shipments are subject to sections 3 and 4.
• Subscription discounts apply only while the subscription is active. We may change subscription prices or contents with at least [14] days' notice by email; continuing after that date means you accept the change.
• We may pause or cancel a subscription if a payment fails or if we discontinue a product.

8. Damaged, Incorrect or Missing Items

Claims must be reported by email within 24 hours of delivery for Perishable Products and within 48 hours for Non-Perishable Products. Late claims are not accepted.

Each claim must include:

• Your order number
• Clear photos of the outer box, the inside packaging, the product, and the shipping label
• For Perishable Products: a photo showing the product's condition on arrival (e.g. thawed, leaking)

Do not discard the product or packaging until we have resolved the claim. If a claim is approved, we will, at our sole discretion, send a replacement or issue store credit for the affected item. Slight softening of frozen products on arrival is normal and is not considered damage.

Lost and stolen packages. Risk of loss passes to you once the carrier marks the package as delivered to the shipping address you provided. We are not responsible for packages stolen after delivery or delayed or lost because of an incorrect or incomplete address. For packages lost before delivery, we will file a claim with the carrier and resolve it once the carrier has completed its investigation.

9. Cancellation by Primal Paws

We may refuse or cancel any order, in whole or in part, at any time before shipment and for any reason, including:

• Pricing, product or description errors on our website
• Products being out of stock or discontinued
• Suspected fraud, unauthorized payment, or resale purposes
• Shipping addresses we cannot deliver to safely (e.g. where cold-chain delivery cannot be guaranteed)
• Quantity limits per customer, household or address

If we cancel an order you have already paid for, we refund the amount paid for the cancelled items to your original payment method. We are not liable for any other costs or damages resulting from the cancellation. If we cannot ship within the stated time frame, we will notify you and you may choose to cancel for a full refund.

10. Changes and Contact

We may change this policy at any time by posting the updated version on our website. The version in effect when you placed your order applies to that order.

For cancellations, returns, claims and questions, contact us at:

• Email: [EMAIL ADDRESS]
• Business address: [ADDRESS]
• Response time: within [2] business days