Frequently asked questions
How long does it take to ship?
Most orders leave our facility within 2-3 business days.
Custom orders and bulk orders (6+ pads) can take up to 5-7 to ship
Please see the map for transit times once your order is shipped.
Do you ship to Canada?
Yes, we do ship orders of 10+ pads to Canada. Please email us at Sales@primopads.com.
What courier do you use?
We use FedEx Home Delivery and UPS. Please understand that shipping companies have experienced record-breaking volumes and delays may be present.
What if my package is lost?
Please contact FedEx or UPS customer service to initiate an investigation. FedEx & UPS takes 24-48 Business hours to respond.
Do you take returns?
We take returns on all stock pads; we do not take returns on custom sizes. Please see our return policy here.
Do you use the tray with the pad?
We always recommend taking out the tray. Using the tray and the pad together will cause our pads to not fit tight and flush up against the crate which could potentially leave edges exposed for a dog to start chewing.
How should I measure?
Not all crates are the same — check out our Measuring Guide to find the right method for your setup. Click here to view our full Measuring Guide and ensure the perfect fit for your Primo Pad.
How long does it take to ship bulk & custom orders?
Bulk orders are 6+ pads. These orders can take up to 10 business days to ship.
Custom orders can take up to 2 weeks to ship.
Do you send out tracking info?
Yes, we will send tracking info once your order ships.
Do you offer a warranty?
Yes, if your dog chews up the pad within 30 days, we will replace it 1 time for just the cost of shipping. Please see our warranty policy here.
Do you offer wholesale?
At this time, we are not accepting any wholesale applications.
Can you do custom colors?
We will release limited colors throughout the year. Due to buying our vinyl in large quantities, we cannot do custom colors
What should I use to clean the pads?
We recommend that you use any household cleaner. We have not found any cleaner that ruins the integrity of the pad.
Can you modify orders?
To ship orders as quickly as possible, we ask that you review your cart closely before completing your purchase. We cannot guarantee every modification but will do our best to accommodate any changes if possible. If you need to make a change to your order, please contact us by emailing orders@primopads.com.