Optional Services & Protection Terms

PetsCarrier may offer optional services and accessories during product selection or checkout.

These options are separate from the product price and standard shipping unless they are clearly identified as included free with a qualifying bundle.

Optional paid services can be removed before completing checkout. The services included in your order will be listed in the cart, at checkout, and in your order confirmation.

Nothing in these terms limits any consumer rights that cannot legally be excluded.

PureFlow™ Protection Services

PetsCarrier may offer a 365-Day Trial and a Lifetime Warranty for eligible PureFlow™ pet water fountains. These services apply only when the applicable service is shown as included or selected in the original order.

The availability and price of each service may vary by product, bundle, promotion, country, or sales channel. A badge, advertisement, or general product-page statement does not create coverage unless the service appears in the final order confirmation.

365-Day Trial

The 365-Day Trial gives the original purchaser additional time to try an eligible PureFlow™ fountain at home. Coverage begins on the recorded delivery date and lasts for 365 calendar days.

To use the 365-Day Trial, the request must be submitted before the end of the coverage period and the service must appear in the original order.

What the 365-Day Trial Includes

An eligible PureFlow™ fountain may be returned after normal household use if the customer is not satisfied, including when a pet does not adapt to or regularly use the fountain.

After the approved return is received and inspected, PetsCarrier will refund the amount actually paid for the covered fountain to the original payment method.

Return Condition

Normal household use is permitted under the 365-Day Trial. The returned fountain must be reasonably clean and must include the main product components supplied with the covered fountain.

Reasonable signs of normal use do not automatically disqualify a claim. However, the 365-Day Trial does not cover:

• Intentional damage
• Damage caused by misuse, neglect, improper assembly, or improper cleaning
• Damage caused by chewing, scratching, or other destructive pet behavior
• Loss, theft, disposal, or an item that cannot be returned when return is required
• Heavy contamination or unsafe return condition
• Commercial, rental, resale, or non-household use
• Fraudulent, duplicate, or abusive claims

365-Day Trial Return Shipping

For a 365-Day Trial return that is not caused by a verified product defect, shipping damage, or PetsCarrier error, the customer is responsible for arranging and paying the return shipping cost.

The customer must use a trackable shipping service and retain the shipping receipt and tracking information until the refund has been completed. PetsCarrier is not responsible for a return package lost or damaged before it is delivered to the approved return address.

If the return is caused by a verified manufacturing defect, an item damaged before or during delivery, or an incorrect item sent by PetsCarrier, PetsCarrier will cover the reasonable approved return shipping and the appropriate replacement or refund costs.

Refund Amount

The eligible refund is based on the amount actually paid for the covered PureFlow™ fountain after discounts.

The following are not included in the 365-Day Trial refund:

• The 365-Day Trial service fee, if the service was purchased separately
• Lifetime Warranty or other optional-service fees
• Opened or used filters and other consumable items
• Subscription shipments
• Expedited shipping charges
• Customs duties, import taxes, or other government charges

Standard shipping originally provided free of charge is not deducted from the eligible fountain refund.

If the fountain was purchased in a bundle and the customer keeps separately priced bundle items, the refund may be recalculated using the price and discount conditions of the retained items. Promotional gifts must be returned if requested. If a required promotional gift is not returned, its displayed retail value may be deducted from the refund.

Replacement Orders and Coverage Period

A replacement product supplied under the 365-Day Trial, Lifetime Warranty, another warranty, or a customer-service resolution does not begin a new 365-day trial period. The original coverage end date continues to apply.

How to Request a 365-Day Trial Return

Email support@petscarrier.com with:

• Your order number
• The reason for the request
• Clear photos or a short video showing the fountain and its current condition
• Confirmation that the main product components are available for return

Do not send the product before receiving return authorization and the approved return address.

Lifetime Warranty

The Lifetime Warranty provides long-term protection for an eligible PureFlow™ fountain when the service appears as included or selected in the original order.

Coverage begins on the recorded delivery date. It continues for the lifetime of the covered product while it remains owned by the original purchaser. The warranty is not transferable.

What the Lifetime Warranty Covers

The Lifetime Warranty covers verified defects in materials or workmanship that prevent the covered fountain from performing its normal function during normal household use.

Depending on the verified issue, coverage may include an approved replacement:

• Pump
• Power or charging component supplied with the covered model
• Sensor or receiver component supplied with a wireless model
• Functional fountain component
• Complete fountain when the issue cannot reasonably be resolved with a replacement component

Resolution Process

PetsCarrier may first provide troubleshooting or request cleaning and reassembly steps appropriate to the reported issue.

After verification, PetsCarrier may repair the product, send a replacement component, replace the covered fountain with the same model, or provide a reasonably comparable model when the original is unavailable.

The Lifetime Warranty provides repair or replacement service and does not provide a cash refund for the original product.

Lifetime Warranty Shipping

For a verified manufacturing defect covered by the Lifetime Warranty, PetsCarrier covers the reasonable approved return shipping when return is required and one standard shipment of the approved replacement component or product.

PetsCarrier must approve the return and shipping method before the item is sent. Unauthorized shipping costs are not reimbursed.

If the customer requests expedited replacement shipping, the customer is responsible for the additional cost above standard shipping.

What the Lifetime Warranty Does Not Cover

• Filters and other consumable items
• Normal wear, cosmetic scratches, staining, discoloration, or ordinary aging
• Normal reduction in rechargeable battery capacity over time
• Mineral buildup, blockage, reduced flow, odor, or contamination caused by insufficient cleaning or filter replacement
• Damage caused by misuse, neglect, improper assembly, improper cleaning, alteration, or unauthorized repair
• Damage caused by chewing, scratching, impact, dropping, fire, extreme heat, or another external event
• Loss, theft, or disposal
• Commercial, rental, resale, or non-household use
• Products not purchased through PetsCarrier or an authorized PetsCarrier sales channel
• Fraudulent, duplicate, or abusive claims

Replacement Products

A repair or replacement does not create a new Lifetime Warranty service or a new 365-Day Trial. The replacement remains connected to the original order and the original purchaser.

Color, design details, packaging, or model availability may change over time. If the original model is unavailable, PetsCarrier may provide a reasonably comparable replacement.

How to Submit a Lifetime Warranty Claim

Email support@petscarrier.com with:

• Your order number
• A description of the problem and when it began
• Clear photos or a short video showing the issue
• The troubleshooting and cleaning steps already attempted
• A photo of the product identification or model details, if requested

PetsCarrier may request additional information reasonably needed to verify the issue and identify the appropriate replacement component.

PureFlow™ Subscription and Consumable Orders

Filter subscriptions, replacement-filter shipments, and other consumable orders are not covered by the 365-Day Trial or Lifetime Warranty.

If a subscription shipment arrives damaged, defective, or incorrect, contact PetsCarrier Support with the order number and clear photos within 7 days after delivery.

Cancellation of a subscription prevents future eligible renewals but does not cancel or refund an order that has already been processed or shipped. Additional subscription terms are provided in the Purchase Options Cancellation Policy.

Size & Style Fit Guarantee

The Size & Style Fit Guarantee is an optional paid service that provides one replacement SafeSwim™ life jacket in another available size or color if the original selection is not suitable.

The Fit Guarantee provides additional protection beyond the standard return and exchange policy. An approved size, fit, or color request may be covered after normal, supervised use in water.

Coverage Period

A request must be submitted within 30 days after the recorded delivery date.

What Is Included

One approved Size & Style Fit Guarantee claim includes:

• One replacement per covered life jacket
• Another available size or color of the same product model
• A prepaid return label within the United States if PetsCarrier requires the original item to be returned
• One standard shipment of the approved replacement within the United States

If the customer requests expedited replacement shipping, the customer is responsible for the additional cost above standard shipping.

How to Submit a Request

Email support@petscarrier.com with:

• 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

Conditions

• The Size & Style Fit Guarantee must appear in the original order.
• The replacement must be the same product model.
• The requested replacement size or color must be available.
• The guarantee is limited to one approved replacement for each covered life jacket.
• PetsCarrier may require the original product to be returned before the replacement is shipped.
• If PetsCarrier requires a U.S. return, PetsCarrier will provide one prepaid return label.
• The customer must use the provided return label and follow the return instructions.
• If the requested color is unavailable, PetsCarrier may offer another available color.

If PetsCarrier determines that the original product does not need to be returned, the customer may keep, donate, or responsibly dispose of it.

What Is Not Covered

The Size & Style Fit Guarantee does not cover:

• Cash refunds for the original product
• More than one replacement per covered life jacket
• A replacement with another product model
• Damage caused by chewing, scratching, misuse, or improper care
• Intentional damage
• Lost, discarded, or stolen products
• Fraudulent, duplicate, or abusive claims
• Requests submitted more than 30 days after delivery

Standard Returns and Exchanges vs. Size & Style Fit Guarantee

PetsCarrier’s standard return and exchange policy and the optional Size & Style Fit Guarantee provide different types of protection.

The standard service applies to eligible products that have only been tried on indoors while completely dry. The optional Fit Guarantee provides additional protection for an approved size, fit, or color request, including after normal, supervised use in water.

How Product Price Differences Are Calculated

Prices may vary by size, color, or product variant.

Product price differences are calculated using:

• The amount actually paid for the original covered item
• The equivalent discount conditions applied to the original order
• The applicable price of the approved replacement variant

If the approved replacement has a higher applicable price, the customer must pay the difference before the replacement is shipped.

If the approved replacement has a lower applicable price, PetsCarrier will refund the difference to the original payment method. If a direct refund is not technically available, an equivalent store credit may be offered with the customer’s agreement.

Promotions or discounts introduced after the original order do not apply unless PetsCarrier states otherwise.

If a standard exchange is processed as a return followed by a new order, the original item will be refunded according to the standard return policy, and the customer will pay the price shown for the new order.

The Size & Style Fit Guarantee service fee is separate from the product price and cannot be applied toward a product price difference.

Shipping Outside the United States

Unless PetsCarrier confirms otherwise in writing, prepaid return labels and complimentary replacement shipping under the Size & Style Fit Guarantee are available only for eligible orders delivered within the United States.

For orders delivered outside the United States, the customer may be responsible for return shipping, replacement shipping, customs duties, import taxes, and other applicable charges.

Applicable costs will be confirmed before an international replacement is processed.

This limitation does not affect remedies for verified defective, damaged, or incorrect items or any consumer rights that cannot legally be excluded.

Defective, Damaged, or Incorrect Items

Optional protection is not required for a verified manufacturing defect, an item damaged before delivery, an item damaged in transit, or an incorrect item sent by PetsCarrier.

For a verified defective, damaged, or incorrect item, PetsCarrier covers the reasonable return and approved replacement shipping costs.

The customer will not be charged a product price difference when PetsCarrier is correcting an incorrect size, color, or item originally sent by PetsCarrier.

An incorrect size or color selected by the customer remains subject to the standard return policy or an approved Size & Style Fit Guarantee claim.

Important Fit Guarantee Service Fee Information

The Size & Style Fit Guarantee service fee is separate from the product price, shipping charges, and any product price difference.

• The service fee cannot be used toward a higher-priced replacement.
• The service fee is not included when calculating a product price difference.
• A lower-price product adjustment is not a refund of the Fit Guarantee service fee.
• Once a Fit Guarantee claim has been approved or a replacement has been issued, the service fee is non-refundable.

90-Day Replacement Service

The 90-Day Replacement Service is an optional paid service that provides one replacement for eligible accidental product damage occurring during normal, supervised use.

Coverage Period

Coverage begins on the recorded delivery date and lasts for 90 calendar days.

Eligible Damage

Eligible incidents may include:

• An accidentally broken buckle
• An accidentally torn adjustment strap
• Accidental damage to the outer fabric
• Accidental separation of a seam during normal, supervised use

How to Submit a Claim

Email support@petscarrier.com with:

• 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 the claim has been reviewed.

Claim Resolution and Shipping

An approved claim includes one replacement of the same product in the same size and color, subject to availability.

If the original color is unavailable, PetsCarrier may offer a comparable available color.

PetsCarrier may require the damaged product to be returned or rendered unusable before a replacement is issued.

For one approved 90-Day Replacement Service claim from an eligible order delivered within the United States:

• PetsCarrier provides one prepaid return label if the damaged product must be returned.
• PetsCarrier covers one standard shipment of the approved replacement.

If the customer requests expedited replacement shipping, the customer is responsible for the additional cost above standard shipping.

What Is Not Covered

The 90-Day Replacement Service does not cover:

• Loss or theft
• Intentional damage
• Chewing or destructive pet behavior
• Damage caused by leaving a dog unattended
• Incorrect sizing or improper adjustment
• Cosmetic wear that does not affect normal use
• Fading, stains, odors, or normal aging
• Damage caused by vehicles, machinery, sharp tools, fire, or extreme heat
• Use in dangerous surf, strong currents, flooding, or other hazardous conditions
• Commercial, rental, resale, or professional use
• Multiple claims for the same covered item
• Claims submitted after the 90-day coverage period

The 90-Day Replacement Service provides a replacement product and not a cash refund.

Shipping Protection

Shipping Protection is an optional paid service that provides additional assistance if an eligible protected package is lost, damaged during transit, confirmed delivered but not received, or stolen shortly after delivery.

Shipping Protection does not provide faster or expedited delivery.

Lost in Transit

A package may be considered lost if tracking has not updated for at least 7 business days or the package has not arrived within 15 business days after dispatch.

Damaged in Transit

Shipping damage must be reported within 7 days after delivery.

Please keep the product, packaging, and shipping label until the claim has been reviewed.

Delivered but Not Received

If tracking shows that your package was delivered but you cannot locate it:

1. Check around the delivery location.
2. Ask household members or neighbors.
3. Allow up to 48 hours, as some carriers scan packages before final delivery.
4. Contact the shipping carrier using your tracking number.
5. Submit your claim no later than 7 days after the recorded delivery date.

How to Submit a Shipping Protection Claim

Email support@petscarrier.com with:

• Your order number
• A description of the issue
• Clear photos of the product and packaging for damage claims
• Any available carrier information
• Confirmation that the shipping address provided at checkout was correct

Claim Resolution and Shipping

An approved Shipping Protection claim is eligible for one replacement shipment or a refund, at PetsCarrier’s discretion.

PetsCarrier covers the standard shipping cost of an approved replacement shipment.

If PetsCarrier requires a damaged item to be returned within the United States, PetsCarrier will provide one prepaid return label.

If the customer requests expedited replacement shipping, the customer is responsible for the additional cost above standard shipping.

What Is Not Covered

Shipping Protection does not cover:

• An incorrect or incomplete address entered by the customer
• Customer refusal of delivery
• Delivery delays without actual loss or damage
• Unauthorized address changes or package redirects
• Customs or import delays
• Packages sent to freight-forwarding or reshipping facilities
• Fraudulent, duplicate, or abusive claims
• Claims submitted outside the applicable reporting period

Dog Quick-Drying Towel

A Dog Quick-Drying Towel purchased as an optional add-on is treated as a regular merchandise item and not as an optional protection service.

Return Eligibility

To qualify for a standard return, the towel must be:

• Unused
• Unwashed
• Free from pet hair, stains, odors, and damage
• Returned with its original packaging

For a non-defect towel return, the customer is responsible for arranging and paying the return shipping cost. PetsCarrier does not charge a return processing fee or restocking fee.

Used or washed towels cannot be returned for change-of-mind reasons.

If the towel arrives damaged, defective, or different from what you ordered, contact us within 7 days after delivery.

Promotional Gifts

Qualifying bundles may include a free Dog Quick-Drying Towel, Dog Fit Floating Ring, or another promotional gift.

Promotional gifts:

• Have no cash value
• Cannot be exchanged for cash or store credit
• Cannot be returned separately for a refund
• Are subject to availability
• Must be returned unused if the qualifying bundle is returned

If a qualifying purchase is returned without its promotional gift, the displayed retail value of the gift may be deducted from the refund.

If a promotional gift arrives damaged or incorrect, contact us within 7 days after delivery.

Service Fees and Cancellations

Optional service fees are displayed before checkout and listed in the customer’s order summary.

Optional services may be removed before completing checkout.

A service fee may be refunded if the entire order is canceled before processing begins.

Optional service fees are non-refundable after:

• The covered order has shipped
• The applicable coverage period has begun
• A request or claim has been submitted
• A replacement has been approved or issued

One Remedy Per Product or Incident

A customer cannot receive multiple refunds or replacements for the same product or incident under different policies or optional services.

If an incident qualifies under more than one provision, PetsCarrier will apply the option that provides an appropriate resolution without duplicating compensation.

Fraud and Abuse

PetsCarrier may deny a request involving altered evidence, false information, duplicate reimbursement, repeated abuse, or suspected fraud.

Denying an invalid claim does not limit any consumer rights that cannot legally be excluded.

Contact Us

To submit a request or claim, email support@petscarrier.com.

Please include your order number and all requested supporting information.

Our customer support team normally responds within 1–2 business days.