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.
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.
| Item | Standard Returns & Exchanges | Size & Style Fit Guarantee |
|---|---|---|
| Service cost | Included with eligible purchases. PetsCarrier does not charge a processing, inspection, or restocking fee. | Optional paid service that must appear in the original order. |
| Request period | Within 30 days after delivery. | Within 30 days after delivery. |
| Product condition | The product must be unused in water, unwashed, and free from pet hair, odor, stains, damage, and signs of wear. Indoor dry try-on is permitted. | An approved size, fit, or color request may be covered after normal, supervised use in water. Chewing, scratching, misuse, improper care, loss, and theft are not covered. |
| Available resolution | An eligible return for refund or an exchange, subject to the standard return policy and product availability. | One replacement in another available size or color of the same product model. The guarantee does not provide a cash refund for the original product. |
| Original item | The original product must be returned and pass inspection. | PetsCarrier may require the original product to be returned. If no return is required, the customer may keep, donate, or responsibly dispose of it. |
| Return shipping | For a non-defect return or exchange, the customer arranges and pays the return shipping cost. | For an approved U.S. claim, PetsCarrier provides a prepaid return label if the original product must be returned. |
| Replacement shipping | For the first approved standard exchange from an eligible U.S. order, PetsCarrier covers one standard shipment of the replacement item. | For one approved U.S. claim, PetsCarrier covers one standard shipment of the replacement item. |
| Expedited shipping | The customer pays the additional cost above standard shipping. | The customer pays the additional cost above standard shipping. |
| Higher-priced replacement | The customer pays the applicable product price difference before shipment. | The customer pays the applicable product price difference before shipment. The Fit Guarantee service fee cannot be applied toward this difference. |
| Lower-priced replacement | PetsCarrier refunds the applicable product price difference. | PetsCarrier refunds the applicable product price difference. This is a product price adjustment and not a refund of the original product or the Fit Guarantee service fee. |
| Number of uses | The first approved U.S. exchange includes one standard replacement shipment. Additional exchanges may involve shipping charges. | One approved replacement per covered life jacket. |
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:
- 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 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.