Shipping policy

Shipping Policy

We ship to all 50 U.S. states from our U.S. fulfillment warehouse. At this time we do not ship internationally.

Shipping Options

For the contiguous United States:

  • Standard (5–7 business days delivery) — Free on all orders
  • Expedited (2–5 business days delivery)
  • Overnight (next business day delivery)

For non-contiguous U.S. states (Alaska, Hawaii) and U.S. territories, only Standard delivery is available, and free shipping does not apply.

Final shipping rates for expedited and overnight options are shown at checkout.

Order Processing

Orders placed before 11:00 AM ET, Monday through Friday, ship the same business day. Orders placed after that time ship the next business day. Orders placed between Friday 11:00 AM ET and Sunday evening ship the following Monday.

Processing times may be extended during holidays, sales, or other high-volume periods. We will notify you by email if any delay applies to your order.

Tracking

Once your order ships, you'll receive a confirmation email with a tracking number. Please allow up to 24 hours for the tracking number to become active in the carrier's system.

Shipping Address Accuracy

You are responsible for providing a complete and accurate shipping address at checkout. We cannot redirect packages once they are in transit. If a package is returned to us due to an incorrect address, an undeliverable address, or repeated failed delivery attempts, we'll contact you to arrange reshipment. Reshipment costs will be the customer's responsibility.

Carrier Responsibility

Once your package leaves our warehouse, delivery is the responsibility of the carrier (USPS, UPS, FedEx, or other). We are not responsible for delays caused by the carrier, weather, customs holds, or other circumstances outside our control. Estimated delivery times are estimates, not guarantees.

Lost or Damaged Shipments

If your package arrives damaged, please contact us at info@primalpetlabs.com within 14 days of the marked delivery date, with photos of the damaged packaging and product. We'll work with the carrier to resolve it and arrange a replacement if needed.

If tracking shows your package as delivered but you have not received it, please first check with neighbors and household members, and confirm your delivery address. If you still cannot locate the package, contact us at info@primalpetlabs.com within 14 days of the marked delivery date and we'll help investigate.

Order Cancellations and Changes

Orders can be cancelled or changed only before they have been processed. Once an order has entered our fulfillment system (typically within 1 hour of placement during business hours), it can no longer be cancelled or modified. If you need to make a change, contact us as soon as possible at info@primalpetlabs.com.

Contact

Questions about shipping should be sent to info@primalpetlabs.com.