Replacement Policy for Chewed or Damaged Pads

At Primo Pads, we understand that some dogs can be particularly tough on their bedding. While our pads are built to be durable and long-lasting, we offer a one-time replacement option for pads that are chewed or damaged within the first 30 days of receipt.

Eligibility

Customers who have purchased a Primo Pad directly from us are eligible for a one-time replacement if the pad has been chewed or otherwise damaged by their dog within 30 calendar days of receiving the product.

Please note that this replacement is limited to one pad per customer, per order and only applies to damage caused by chewing or destructive behavior within the specified time frame.

This policy applies only to orders placed directly through Primo Pads. If you purchased your pad from a third-party distributor, retailer, or any other reseller, you must contact that seller directly regarding their replacement or warranty policies. We are unable to process replacement requests for products not purchased through our website.

How to Request a Replacement

To initiate a replacement request, please follow these steps:

  1. Contact us via email at orders@primopads.com within 30 days of the delivery date.

  2. Include your order number in the email.

  3. Attach clear photos showing the damage to the pad.

Once your request is reviewed and approved, we will move forward with processing the replacement.

Shipping Costs

Customers are responsible for all shipping charges related to the replacement pad. After your replacement request is approved, we will provide an invoice for the shipping costs. Once the invoice is paid, a new order will be created, and your replacement pad will be shipped.

Questions or Concerns

If you have any questions about this policy or need assistance with your replacement request, please don’t hesitate to reach out to us at orders@primopads.com. We’re happy to help.