Shipping policy

Shipping Policy

Last updated: January 2026

At Primo Pads, we strive to deliver high-quality custom dog crate pads as quickly and reliably as possible. Please review our shipping policy below for details on order processing, shipping methods, and related information.

Order Processing Time

Primo Pads maintains inventory for many standard sizes, while some pads are produced based on size and configuration.
Standard (non-custom) pads typically ship within 2–5 business days.
Custom-size pads may take up to 2 weeks to ship.
During peak seasons or sales events, processing times may be slightly extended.
Orders are processed Monday through Friday, excluding U.S. holidays.

Once your order ships, you will receive a confirmation email with tracking information.

Shipping Methods & Delivery Times

We ship orders from the United States using trusted carriers including FedEx and UPS.

Estimated delivery times:

Standard Shipping: 2–5 business days Delivery times are estimates and may vary due to carrier delays, weather conditions, or other factors beyond our control.

Shipping Rates

Free standard shipping is offered on all orders shipping within the contiguous United States.
Free shipping does not apply to Alaska or Hawaii.

Shipping Destinations

We ship to all 50 U.S. states.
Free shipping applies only to the contiguous United States and excludes Alaska and Hawaii.
Additional shipping charges may apply for Alaska and Hawaii.
We do not ship to PO Boxes or military (APO/FPO/DPO) addresses.
International shipping is limited.
We ship to Canada only for orders of 10 or more pads. For international order inquiries, please contact orders@primopads.com.
International shipping rates, duties, taxes, and brokerage fees are the responsibility of the customer.

Address Accuracy

Please ensure that your shipping address is accurate and complete at checkout.

Primo Pads is not responsible for delays, lost packages, or additional shipping charges resulting from incorrect or incomplete addresses.
If you need to change your shipping address, contact us immediately after placing your order. Address changes cannot be guaranteed once production has started or the order has shipped.
If an address change is required while a package is already in transit, shipping carriers charge an address correction fee of $24.00, which will be the responsibility of the customer.

Tracking & Delivery Issues

Tracking information will be provided via email once your order ships.
If your tracking shows a package as delivered but you have not received it, please check with neighbors first. Then contact the carrier directly to request a delivery trace:
- FedEx Customer Service: 1-800-463-3339
- UPS Customer Service: 1-800-742-5877
For lost or significantly delayed shipments, contact us at orders@primopads.com, and we will assist in filing a carrier claim when applicable.

Damaged Packages

If your order arrives damaged:

Inspect the package upon delivery.
Contact us within 48 hours of delivery.
Provide photos of the damaged packaging and product.

We will work with you to resolve the issue as quickly as possible.

Returns & Return Shipping

Customers are responsible for return shipping costs.
Due to specific carrier pricing for our packages, all returns must be shipped back in the same box the order was originally delivered in. Returns sent in different packaging may result in additional fees or NO refund.