Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Apple Pay, Google Pay, and Shop Pay for one-tap checkout. Every payment is processed on a 256-bit SSL encrypted checkout.
Is my payment information safe?
Yes. Prime Choice Pets never stores your full card number on our servers. Payments are processed directly by PCI-DSS Level 1 certified payment processors (Shopify Payments and PayPal), the same standard used by major banks.
Can I change or cancel my order?
We begin processing most orders within 2 hours of checkout to get your pet's essentials moving quickly. If you need to cancel or change an order, email contact@primechoicepets.com within 2 hours of placing the order and we'll do our best to catch it before it ships.
Shipping & Delivery
How much does shipping cost?
Orders over $49 ship free to the continental United States. Orders under $49 ship for a flat $4.95. International shipping rates are calculated at checkout.
How long until I get my order?
Our warehouse processes orders in 1–3 business days. Standard US delivery takes an additional 5–10 business days after processing. International orders typically arrive in 10–20 business days depending on destination and customs clearance.
Will I get tracking?
Yes. As soon as your order ships you'll receive an email with a tracking link. You can also track any order by visiting our Contact page with your order number.
Do you ship internationally?
Yes, we ship to most countries worldwide. Customs duties and import taxes are the responsibility of the recipient and are not included in our shipping fees.
My tracking hasn't updated in a few days — what should I do?
Carriers sometimes go a few days without an update, especially during customs handoff. If there's been no movement for 7+ business days, email contact@primechoicepets.com with your order number and we'll investigate immediately.
Returns & Our 30-Day Happy Pet Guarantee
What is your return policy?
If your pet isn't obsessed within 30 days of receiving it, we'll make it right. Contact us for a prepaid return label on unused items in original packaging, or we'll issue a replacement. Full details on our Refund Policy page.
How do I start a return?
Email contact@primechoicepets.com with your order number and a brief note on why it didn't work. We usually respond within one business day with next steps.
My product arrived damaged — what do I do?
We're sorry. Send a photo of the damage to contact@primechoicepets.com within 48 hours of delivery and we'll ship a replacement at no charge.
Products & Safety
Are your products safe for my pet?
Every product in our catalog is selected for quality and safety first. Electronic items (fountains, auto-toys, laser toys) carry UL, CE, or ISO certifications where applicable. We do not sell food, treats, supplements, or medical products.
What size should I get?
Each product page has a sizing guide based on your pet's weight, neck, or chest measurements. If you're between sizes we usually recommend sizing up. When in doubt, email us — we'll help you pick.
Do you restock sold-out items?
We continuously restock our best-sellers. Enter your email on any product page and we'll let you know the moment it's back.
Account & Communication
Do I need an account to order?
No. You can check out as a guest. Creating an account just makes reordering faster and lets you track past orders.
How do I unsubscribe from emails?
Every email we send has an unsubscribe link at the bottom. Click it once and you're out.
Can I talk to a real person?
Absolutely. Email contact@primechoicepets.com or call us at (818) 533-5610 during business hours (Mon–Fri, 9am–5pm PT). We aim to reply within one business day.