Help & FAQs

Yes. All orders over $49 qualify for free shipping within the contiguous United States. If your order is under $49, you are charged the rate calculated by the courier at checkout. Full details are on our shipping policy page.

Not at this time, and we are sorry about that. Free shipping covers the 48 contiguous states. Orders to Alaska, Hawaii, Puerto Rico and other US territories are charged the actual carrier rate calculated at checkout.

Carriers treat those destinations as out of zone, and the real cost to send a box there can be several times a mainland shipment. We would rather charge the true rate than raise prices for everyone to cover it. We know that is frustrating if you live there, and we are looking at better options.

All orders are shipped via FedEx or USPS. You do not need to sign for your package. Tracking information is emailed to you when your order ships.

Yes, we ship to a set of international destinations. International rates are calculated at checkout by USPS or DHL Express. The free shipping threshold applies to the contiguous United States only.

[NEEDS POLICY: order handling time and typical delivery window. Not stated on the shipping policy page or in any internal document. Confirm before publishing.]

If you have an issue with a product you purchased directly from our website, we will happily refund any product purchased within the last 30 days if you are not completely satisfied. See the full return policy.

Use the chat button in the bottom right corner or call us at 888-370-2360. Have your order number and the reason for the return ready and we will reply with instructions on how to proceed.

The buyer is responsible for return shipping charges, and we recommend using a trackable shipping service. Returns go to Carolina Prime Pet, 2040 Morganton Blvd. SW, Lenoir, NC 28645.

That one is on us. In the case of a product defect, an incorrect item sent, or any other error on our part, we cover the return shipping costs. Reach us on the chat button in the bottom right corner or call 888-370-2360 with your order number and we will make it right.

If you purchased from another retailer or website, please contact that retailer to start your refund. We can only refund orders placed directly with us.

Auto Ship sends the treats your dog already likes on a repeat schedule you choose. Your payment details are stored securely and you are charged for each delivery. You can choose a delivery frequency from every week up to every six months, and four weeks is our most common choice.

Sign in through My Account and open your subscription portal. Everything you need is on that page.

All three are self-serve in the subscription portal. Pause and Resume are on your subscription in the portal, and Cancel Subscription is on the subscription detail view once you open it. There is no need to email us first, though we are glad to help if you would rather we handle it.

Open the subscription portal and choose Change My Subscription to open the details, where you can adjust your order and your delivery frequency. Add a Treat lets you add another product to an existing subscription.

[NEEDS POLICY: confirm whether Skip Order and Edit Quantity are enabled for customers in the live Appstle customer portal settings. The controls exist in Appstle but enablement could not be verified without logging in as a subscriber.]

Yes. Auto Ship deliveries earn points at the same rate as one-time orders.

Prime Rewards is our free loyalty program. Every order earns points, and points turn into money off future orders.

Create a free account and you start with 50 points before you have bought anything. You can create your account or sign in here.

You get 1 point for every $1 you spend, on one-time orders and Auto Ship deliveries alike.

200 points gets you $10 off a future order. You can save them up and redeem in $10 steps whenever you are ready.

[NEEDS POLICY: additional earn actions are configured in Appstle Loyalty but are not stated in the live on-site Prime Rewards copy. Confirm the exact list and point values before publishing.]

No, and we never have. Our Prime Chews are made without rawhide and without collagen. If you are looking for a long-lasting chew without rawhide, that is exactly what the Prime Chews collection is for.

In Lenoir, North Carolina. We are a family-owned company and we have been making treats here for about 30 years. No overseas supply chain shortcuts.

Our current lines are:

• Prime Chews, long-lasting chews in Beef, Salmon, Dental, and Pork
• Thin Chips, thin and snappable in Beef, Chicken, Elk, Pork, Turkey, and Turkey Tendon
• Jerky
• Bones
• Fillets
• Fries
• Medallions, in Beef and Sweet Potato and Wild Elk and Sweet Potato, found in all dog treats

Keep the bag in a cool, dry place out of direct sunlight, and close it back up after each use so the treats do not dry out. [NEEDS POLICY: shelf life, best by handling, and any after-opening window. Nothing is documented on the site, on the bag copy files, or in the spec sheets. Confirm before publishing.]

Start with size and chew style. Prime Chews are built to last for dogs who like to work at a chew, and Thin Chips break easily, which makes them handy for training and for smaller dogs. You can browse everything in all dog treats. If you are still not sure, email us and tell us about your dog.

The fastest way to reach us is the chat button in the bottom right corner, or by phone at 888-370-2360. We usually respond same day if you message us Monday to Friday, 8am to 4pm EST. If you do not catch us, we still get your message and will reply as soon as we can.