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.
Size & Style Fit Guarantee
The Size & Style Fit Guarantee provides one replacement SafeSwim™ life jacket in a different available size or color if the original selection is not suitable.
Coverage Period
A request must be submitted within 30 days after the recorded delivery date.
What Is Included
An approved claim includes:
- One replacement per covered life jacket
- A different available size or color
- Standard shipping for the approved replacement within the United States
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 and is subject to availability.
- PetsCarrier may request the return of the original product.
- The guarantee is limited to one approved replacement for each covered life jacket.
- If the requested color is unavailable, an alternative available color may be offered.
If no return is required, the customer may keep, donate, or responsibly dispose of the original product.
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
- Lost, discarded, or stolen products
- Fraudulent, duplicate, or abusive claims
- Requests submitted more than 30 days after delivery
90-Day Replacement Service
The 90-Day Replacement Service 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 your claim has been reviewed.
Claim Resolution
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.
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 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:
- Check around the delivery location.
- Ask household members or neighbors.
- Allow up to 48 hours, as some carriers scan packages before final delivery.
- Contact the shipping carrier using your tracking number.
- 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
An approved Shipping Protection claim is eligible for one replacement shipment or a refund, at PetsCarrier’s discretion.
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.
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
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.