Refund policy
Returns
Our return policy lasts 60 days. If 60 days have passed since your purchase, unfortunately we can't offer you a refund or exchange.
The Primal Pet Labs Guarantee: Within those 60 days, any product — even opened or used — is eligible for a return. We stand behind what we make. If your dog doesn't like it, or you simply change your mind, we'll take it back.
The fine print: if you place 2 or more orders containing the same product(s), only your most recent order is eligible for a return, and any earlier orders must be in their original sealed packaging to qualify.
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Partial refunds may apply in the following cases:
- Any product ordered in a large quantity (3 or more units of the same item) where all units have been opened and used
- Any item returned more than 60 days after delivery
Refunds
Once your return is received and inspected, we'll send you an email to confirm we've received your returned item. We'll also notify you whether your refund has been approved or rejected. If approved, your refund will be processed automatically to your original method of payment within a reasonable number of business days, depending on your bank or card issuer.
Late or missing refunds
If you haven't received a refund yet, first check your bank account. Then contact your credit card company — it may take some time before your refund is officially posted. Next, contact your bank. There is often processing time before a refund posts. If you've done all of this and still have not received your refund, please contact us at info@primalpetlabs.com.
Sale items
Only regular-priced items are eligible for refund. Sale items cannot be refunded.
Exchanges
We replace items only if they are defective or damaged. If you need to exchange a product for the same item, send us an email at info@primalpetlabs.com and we will share a return address.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be issued.
If the item wasn't marked as a gift at purchase, or the gift giver had the order shipped to themselves to give to you later, we'll send the refund to the original purchaser.
Return shipping
To return your product, email us at info@primalpetlabs.com. We'll provide you with a prepaid return label. You are not responsible for return shipping costs — we cover them.