Contact

Need help with sizing, delivery, an optional service, a return, or your order? Our customer support team is here to help.

Email Support

Email us at support@petscarrier.com.

Our team normally responds within 1–2 business days, Monday through Friday, excluding U.S. public holidays.

What to Include

To help us respond faster, please include:

  • Your order number
  • The email address used at checkout
  • A short description of your question
  • Photos or a short video if you are reporting a product issue

Order Changes and Cancellations

If you need to change or cancel an order, contact us within 12 hours after purchase.

We will do our best to help, but changes and cancellations cannot be guaranteed after processing begins.

Shipping Questions

For shipping assistance, include your order number and tracking number.

If tracking shows that your package was delivered but you cannot locate it, please check the delivery area, ask household members or neighbors, and allow up to 48 hours before contacting us.

Shipping Protection Claims

If Shipping Protection appears in your original order, email us to report an eligible package that is lost, damaged during transit, confirmed delivered but not received, or stolen shortly after delivery.

Shipping Protection claims must follow the reporting periods and conditions stated in our Optional Services & Protection Terms.

Returns and Exchanges

Eligible standard returns and size exchanges may be requested within 30 days after delivery.

The life jacket may be carefully tried on indoors while completely dry. Products used in water, washed, soiled, damaged, or showing signs of wear are not eligible for a standard return.

Size & Style Fit Guarantee Requests

If the Size & Style Fit Guarantee appears in your original order, include:

  • Your order number
  • Your dog’s chest measurement
  • The size originally ordered
  • The requested replacement size or color
  • Photos showing the current fit, when requested

An approved Fit Guarantee request provides one replacement per covered life jacket in a different available size or color. It does not provide a cash refund.

90-Day Replacement Claims

If the 90-Day Replacement Service appears in your original order, include:

  • Your order number
  • A description of what happened
  • Clear photos or a short video showing the damage
  • The approximate date the damage occurred

Do not discard the damaged product until your claim has been reviewed.

Damaged, Defective, or Incorrect Items

Optional protection is not required for verified manufacturing defects, shipping damage, or an incorrect item sent by PetsCarrier.

Contact us within 7 days after delivery and include clear photos or a short video showing the issue.

Helpful Pages

PetsCarrier — Support for Every Splash.

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