Shipping & Returns

COVID-19 ANNOUNCEMENT:

As our company continues to adjust to the recent pandemic, Privé Pet is committed to making the safety of our employees and customers a top priority.  As we fulfill orders and process returns at our warehouse, we are employing increased safety precautions and are doing everything we can to get your orders and refunds to you as quickly as possible.

That said, due to the impact of COVID-19 on our fulfillment center, as well as on shipping carriers nationwide, we anticipate that both order and return processing may take longer than usual. We thank you in advance for your patience and understanding during these trying times.

WHICH COUNTRIES DO YOU SHIP TO?

We currently ship to US addresses including Alaska, Hawaii, and US Territories. We do not ship to PO Boxes/APO/FPO addresses.
We also ship to Canada, the United Kingdom, France, Germany, and Italy, and we are working on expanding to other countries soon.

Please note: Not all items can be shipped to all countries. Non-US shipping eligibility is indicated on the item detail page. Thank you for your patience as we work to expand our international presence.

HOW DO YOU DETERMINE SHIPPING COST?

UNITED STATES:

Standard shipping (approximately one to three business day transit) on all orders less than $75 before taxes and shipping is $7.95 and free for all orders of $75 or more before taxes and shipping. Please note that order processing may take up to two business days after the order is placed for standard shipping.

Expedited shipping is $15 for UPS 2nd Day Air and $25 for UPS Next Day Air. Orders placed on weekdays before 11 a.m. PT/2 p.m. ET will ship the same day. Orders placed after 11 a.m. PT/2 p.m. ET or on weekends or holidays will ship the following business day. Expedited shipping is only available to shipping addresses within the contiguous United States.

CANADA:

For a limited time, we are offering expedited shipping to Canada (approximately one to three business days in transit) on all orders for a flat rate of CAD$25. Please note that order processing may take up to two business days after the order is placed.
Privé Pet does not cover taxes or duties for international shipping. The customer is responsible for any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.
For a limited time only: Get free shipping when you spend $175 or more.

UNITED KINGDOM:

For a limited time, we are offering expedited shipping to the United Kingdom (approximately one to three business days in transit) on all orders for a flat rate of £25. Please note that order processing may take up to two business days after the order is placed.
Privé Pet does not cover taxes or duties for international shipping. The customer is responsible for any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.
For a limited time only: Get free shipping when you spend £170 or more.

FRANCE, GERMANY, AND ITALY:

For a limited time, we are offering expedited shipping to France, Germany, and Italy (approximately one to three business days in transit) on all orders for a flat rate of €25. Please note that order processing may take up to two business days after the order is placed.
Privé Pet does not cover taxes or duties for international shipping. The customer is responsible for any additional fees required upon delivery. More information on duty and tax requirements can be obtained by contacting your local customs office or tax agency.
For a limited time only: Get free shipping when you spend €170 or more.

1. WHAT IS YOUR RETURN POLICY?
2. Refunds on items eligible for returns are accepted within 30 days of receipt. Items must be returned unopened/unused, with tags, in their original packaging. Any items that are damaged or used when we receive them are not eligible for a refund. If a returned item is open or used, any refund shall be at Privé Pet’s discretion according to Privé Pet’s terms for the refund (which may include setting up a Privé Pet account for a store credit refund). The nature of certain items calls for more specific eligibility and instructions. Before initiating a return, please use the guidelines below to make sure your item is eligible.
    GROOMING & WELLNESS

    To be eligible for a refund, grooming and wellness products must be unused, unopened, and in their original packaging. Opened or used grooming and wellness products are eligible for store credit refunds only. If you have questions about returning a grooming or wellness product, please reach out to customercare@privepet.com

    SWIMWEAR

    Swimwear must be returned with the sanitary adhesive strip attached. We know ordering swimwear and intimates online can be tricky: To make sure your items will be eligible for return, please try on bottoms and briefs over underwear, and do not remove the protective adhesive sanitary strip until you’re sure you’ve got the right fit. Be mindful when trying on swimwear and clothing, as items with deodorant marks and or cosmetics marks  are considered damaged and ineligible for return.

    PET CARRIERS, TOTE BAGS,  AND ACCESSORIES

    If you’re undecided about a pet carrier, tote bag, or accessory you’ve ordered, please handle items with care as you gently give it a try in your home. To be eligible for return, all original packaging, including dust bags and hang tags must be included.

    SHOES

    Please stand on a smooth, clean and dry surface (such as a rug)  to protect soles when trying on shoes. Shoes with signs of wear on the soles or anywhere else are not eligible for return. To be eligible for return, all original packaging, including dust bags, must be included.

    HOW DO I MAKE A GIFT RETURN?

    We’re happy to exchange gift returns for store credit, so you can select something you love. Drop us a line at customercare@privepet.com and we’ll get the process started—we’ll need the name or email of the original purchaser or the order number. To return an item, follow the directions below:
    For returns from the US:

    1. Email us at customercare@privepet.com include the email address that you used when you purchased the item being returned as well as your order number. Please also let us know which item you would like to return and select the reason for the return. Note: For returns from Canada, the United Kingdom, France, Germany, or Italy, please reach out to customercare@privepet.com to have a return label issued.
    1. After we receive your information, we will email you a prepaid shipping label, affix it to your package, and take the package to a drop-off location. Please note that the return label fee is USD$10 for US returns, which will be deducted from your refund. If you would like to use your own return shipping method (US orders only), please note on your packing slip which item(s) you are returning. Once noted, pack the return item(s) in original condition with the packing slip and send to: Privé Pet 109 Smith Road, Alamo, CA 94507
      Returning an item with your own label is at your own risk. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for refund.
    1. For assistance with all grooming and wellness items that have been opened, tried, or tested, please contact customer service at customercare@privepet.com to receive instructions on how best to go about initiating your return. Kindly note that these items are subject to a refund in the form of store credit.
    1. For returns from Canada, the UK, France, Germany, & Italy
      • Please email customercare@privepet.com with your order number to initiate a return. We can then email you a prepaid return shipping label along with the necessary return commercial invoice.
      • The return shipping fee is CAD$20 for returns from Canada, £15 for returns from the United Kingdom, and €20 for returns from France, Germany, and Italy.
      • Please note that refunds are issued in the currency used to place the order regardless of fluctuations in exchange rate.
      • Upon receipt of your return, we will confirm your refund via email. Please note that taxes will be refunded along with the items you sent back; however, duties will not be refunded.

    If you have any further questions, please email customercare@privepet.com

    LATE RETURNS

    Any item returned more than thirty days after receipt is not eligible for refund.

    ITEMS NOT ELIGIBLE FOR RETURN

    Please note that we do not accept returns of intimate apparel, any personalized or custom-made products, final-sale merchandise, or products that are specified as non-returnable in their descriptions, unless they are defective. Any exceptions to this policy will be listed under product details on the product page.

    WHAT IS YOUR EXCHANGE POLICY?

    EXCHANGES

    We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. If your purchase falls within the return policy outlined above, we encourage you to purchase the item you need and return the unwanted item for a refund. If you are buying a different size of the same item, email customercare@privepet.com to have your return label fee waived.

    I RECEIVED A DAMAGED PRODUCT. HOW SHOULD I PROCEED?

    If there is an issue with an item, please let our Customer Care team know by sending an email to customercare@privepet.com as soon as possible. We will work with you to resolve any problems as quickly as we can. Providing photos and details about the damage will help to expedite the process.

    DO I PAY FOR RETURNS?

    Return shipping fees—which will be deducted from your refund—are USD$10 for returns from the US; CAD$20 for returns from Canada; €20 for returns from France, Germany, and Italy; and £15 for returns from the United Kingdom.

    HOW CAN I TELL WHEN YOU HAVE RECEIVED MY RETURN?

    A confirmation email will be sent to you as soon as your return has been received and processed.

    MY RETURN HAS BEEN INCORRECTLY REFUNDED. HOW SHOULD I PROCEED?

    We’re sorry if we’ve made a mistake processing your return! If you were expecting a refund and were not refunded the full amount, it may be because we do not refund delivery, shipping, and handling costs. Please contact customercare@privepet.com with any questions or concerns.

    Some of the products we sell are shipped directly by the vendor. If this is the case, you will find this information on the item’s product page, in the “Shipping & Returns” dropdown menu, along with information about the return policy for that item. Please note that if your item is shipped from the vendor, we will share the shipping and contact information you provide at checkout with that vendor so that they can complete your shipment.

    We use cookies to optimize site functionality, enhance your experience, analyze site usage, and to assist our marketing efforts. By continuing to use this website, you agree to our conditions of use. For more information, please see our cookie policy.

    Cookie Policy
    Pre-loader