FAQs
Q: Where can I ask questions about products and services?
A: You can leave us a voice message by calling +61-390-880-860 or send an email to info@primdog.com.au. We answer all customer requests within 24 hours on business days.
Q: What payment methods do you accept?
A: We accept payments by PayPal, Visa, MasterCard and American Express.
Q: How do I make a payment?
A: Choose the items you want to purchase and add them to the shopping cart. Check the content of your shopping cart before proceeding to the next step. Fill out the required fields with the information that will make it possible for us to deliver your order to you. Choose the method of payment, enter the payment details and confirm the purchase. You will receive an automated email confirming your order and containing the essential information about it. Please keep this email for future reference until you receive your package.
Q: Why is my payment being declined?
A: If your payment is persistently declined, please make sure you entered your payment details properly as written on your card. If the issue persists, contact the bank that issued your payment card to find out the reason for these declines.
Q: How long does it take to process the order?
A: Your order will be processed and shipped within 2-3 business days.
Q: How can I change a placed order?
A: Please contact us as soon as you notice an error in your placed order. Changing the address name or other parameters of an order that hasn’t shipped yet is free. Otherwise, a fee might be added.
Q: When will I receive my order?
A: Orders are as unique as our four-legged friends. It takes a different amount of time to process different orders, and delivery time depends largely on your location. You can learn more on our Shipping Policy page.
Q: Can I cancel my order?
A: Yes, you can cancel your order within 24 hours after it is placed.
Q: How can I track my order?
A: Enter your order number and email address on our Track Your Order page to find out the actual status of your parcel.
Q: What delivery methods do you offer?
A: We offer free shipping worldwide on all orders with the regular postal service. More details about delivery methods are here.
Q: Where do you ship from?
A: Our fulfilment centers are located in the Australia and PRC.
Q: What if the items in my package are damaged?
A: We encourage you to report damaged and defective items no later than 5 days after receiving the package. Include a picture that clearly shows the damages or flaws. Describe the damages, and forward the description and photo(s) to info@primdog.com.au. We will review the case and reship your order or refund you. You don’t need to send damaged products back.
Q: My package is lost. What should I do?
A: First of all, you need to make sure that your package has indeed been lost. The order is considered lost if:
- It has been more than 60 days since shipping confirmation;
- Your package contained only part of ordered items;
- Your order status is “unfulfilled”
- Your order status is “delivered”, but you never received your package.
In any of the above cases, contact our customer support with your order number date and a description of what happened. Please, note that all lost orders are fully refundable.
Your order is not lost in the following cases:
- It has been delivered to a wrong address; it will then be returned to PrimDog and reshipped to you (the party responsible for the error will cover the shipping costs).
- Your order is at customs; you will need to pay the custom clearance fees to the customs service in order to receive your package. We cannot speed up customs clearance or facilitate the payment of fees.
Q: What if my order has been stolen?
A: If you have reason to suspect that your package has been stolen (for example, if your order status is “Delivered” but you never received it), you need to wait for 5 days. During that time, the status may change, or a misdelivered package may be returned to the sender.
If that does not happen, you need to file a police report within 5 days after the status update. Send a copy of the police report and the assigned police report number to us so we can review your case. Falsifying reports will have legal consequences.
By accessing, purchasing from or using any part of the primdog.com.au website, you agree to all information laid out on this FAQ page, as well as our policies.