Frequently Asked Questions

Orders & Payment

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as Shopify Pay, Apple Pay, and Google Pay for a fast, secure checkout.

Can I change or cancel my order?

Orders begin processing quickly, so please reach out to us at support@primenest.io within 24 hours of placing your order. We'll do our best to accommodate changes before your order ships.

How do I track my order?

Once your order ships, you'll receive an email with a tracking number. Click the link in that email or visit the carrier's website to see real-time updates on your package.

Shipping & Delivery

How long does shipping take?

Standard shipping within the US typically takes 7–15 business days. Expedited options are available at checkout for 3–7 business day delivery.

Do you ship internationally?

Currently, we ship only within the United States. We're working on expanding to more countries soon!

Is shipping really free?

Yes! We offer free standard shipping on all US orders—no minimum purchase required.

Returns & Exchanges

What is your return policy?

We accept returns within 30 days of delivery. Items must be unused and in their original packaging. Contact us at support@primenest.io to start a return.

What if my product arrives damaged?

We're sorry to hear that! Please email us at support@primenest.io with photos of the damage within 14 days of delivery, and we'll arrange a replacement or full refund.

Product Information

Are your products safe for pets?

Absolutely. Every Primenest product is designed with pet safety as the top priority. We carefully vet all materials and construction to ensure they meet high quality and safety standards.

How do I choose the right size?

Each product page includes a detailed size guide. If you're between sizes, we generally recommend sizing up for comfort. Still unsure? Email us at support@primenest.io with your pet's measurements and we'll help.

Are the LED collars waterproof?

Yes! Our LED Luminous Pet Collars feature a waterproof design and Type-C USB recharging, so they're ready for rain, puddles, and muddy adventures.

Account & Privacy

Do I need an account to order?

No—an account is optional. You can check out as a guest. Creating an account lets you track orders and save your details for faster future purchases.

How do you use my personal information?

We only use your information to process orders, ship products, and improve your shopping experience. We never sell your data. See our Privacy Policy for full details.

Still Have Questions?

We'd love to hear from you! Email us at support@primenest.io and our team will get back to you within 24 hours.