Frequently Asked Questions

Find answers about PureFlow™ pet water fountains, orders, shipping, returns, optional protection services, filter subscriptions, and SafeSwim™ products.

PureFlow™ Pet Water Fountains

Which PureFlow™ size should I choose?

Choose 2.2L for cats, small dogs, and smaller spaces; 4L for medium dogs or multi-pet homes; and 7L for large dogs or households that want more water available between refills.

Review the dimensions, drinking height, power style, and available features of your selected model before ordering.

Should I choose Wired or Wireless?

Choose Wired for continuous operation at a permanent drinking station near a suitable outlet.

Choose Wireless when flexible placement and fewer visible cables matter more. Wireless runtime varies depending on the selected operating mode, activation frequency, number of pets, and charging conditions.

What is included with my PureFlow™?

Box contents depend on the selected capacity, power style, and bundle.

Review all items displayed in your selected bundle before adding it to cart. Filters, cables, charging components, cleaning accessories, and protection services apply only when they are shown as included or selected in your final order.

Is PureFlow™ easy to set up?

Yes. Rinse the water-contact parts, install the filter, assemble the fountain according to the included instructions, and fill it to the recommended operating level.

Confirm that all components are seated securely before starting the water flow.

How often should I clean the fountain?

Refresh the water and clean all water-contact surfaces regularly. Check the intake, pump, and filter area for hair, food particles, or mineral buildup.

Multi-pet homes, heavier shedding, and local water conditions may require more frequent cleaning. Filtration supports cleaner water, but it does not replace regular care.

How often should I replace the filter?

Check the filter every two weeks and replace it approximately every four weeks under normal household use.

Replace it sooner if it becomes heavily soiled, develops an odor, or water flow begins to decrease. The number of pets, shedding, and local water quality can affect replacement frequency.

Can I use tap water?

Use water that is safe for your pet to drink. If your tap water has a strong taste, odor, or high mineral content, use the same pet-safe water you would normally provide in a drinking bowl.

Local water quality may affect how frequently the fountain needs to be cleaned and how often the filter needs to be replaced.

Can more than one pet use the fountain?

Yes. PureFlow™ can be used in multi-pet households. Choose a capacity that suits the size and number of pets sharing the fountain.

Shared fountains should be checked, refilled, and cleaned more frequently.

What should I do if the water flow becomes weak or stops?

Switch off or disconnect the fountain. Check that the water is above the minimum operating level and confirm that all components are installed correctly.

Inspect the filter, intake, pump, and water channels for hair, debris, or mineral buildup. Clean and reassemble the fountain before restarting it.

If normal flow does not return, contact PetsCarrier Support with your order number and a short video showing the issue.

What if my pet does not use the fountain immediately?

Every pet is different. Place PureFlow™ near your pet’s usual water area and allow them to investigate the moving water without pressure.

Keep a familiar water source available during the transition, and never restrict access to water while your pet is adapting.

If the 365-Day Trial appears in your original order, normal household use is permitted and you may request an eligible return within 365 days after delivery.

Replacement Filters and Subscriptions

Can I purchase replacement filters separately?

Yes. Replacement filters and compatible accessories may be purchased separately.

Always choose filters and accessories that match the exact PureFlow™ capacity and model shown in your original order.

Can I subscribe for automatic filter deliveries?

Yes. Eligible replacement filters can be purchased once or through an available recurring-delivery plan.

The delivery schedule, renewal price, and available options to skip, pause, or cancel are shown with the subscription offer and at checkout.

How do I manage or cancel a filter subscription?

Use the subscription-management link provided after purchase or contact PetsCarrier Support at support@petscarrier.com.

Subscription changes must be completed before the next order is processed. Canceling a subscription prevents future eligible renewals but does not cancel or refund an order that has already been processed or shipped.

Are subscription shipments covered by the 365-Day Trial?

No. The 365-Day Trial applies only to an eligible PureFlow™ fountain when the service appears in the original order.

Replacement-filter subscriptions, recurring shipments, and other consumable products are not covered by the 365-Day Trial or Lifetime Warranty.

If a subscription shipment arrives damaged, defective, or incorrect, contact PetsCarrier Support within 7 days after delivery.

30-Day Returns and Exchanges

What is the standard return period?

You may request an eligible standard return or exchange within 30 days after the recorded delivery date.

PetsCarrier does not charge a return processing fee, inspection fee, or restocking fee. Return shipping responsibilities depend on the reason for the return.

Who pays return shipping for a standard return?

For a return caused by a change of mind, incorrect customer selection, preference, or another reason not caused by a verified product defect or PetsCarrier error, the customer is responsible for arranging and paying the return shipping cost.

For a verified manufacturing defect, shipping damage, or incorrect item sent by PetsCarrier, PetsCarrier covers the reasonable approved return shipping and the appropriate standard replacement shipping.

What condition must a standard return be in?

Standard return-condition requirements depend on the type of product.

Unless an approved optional service applies, the product must generally be returned clean, undamaged, and with its original components, accessories, and packaging.

Products damaged by misuse, neglect, improper care, alteration, or destructive pet behavior are not eligible for a standard return.

How long does a refund take?

After an approved return arrives, allow approximately 3–5 business days for inspection.

If approved, the eligible refund will be issued to the original payment method. Your bank or payment provider may require an additional 5–10 business days to post the refund.

365-Day Trial

What is the PureFlow™ 365-Day Trial?

The 365-Day Trial is available with selected PureFlow™ bundles or as a displayed add-on. It applies only when it is shown as included or selected in the final order.

It allows the original purchaser to use an eligible PureFlow™ fountain under normal household conditions and request an eligible return within 365 calendar days after the recorded delivery date.

Can I return PureFlow™ after my pet has used it?

Yes, when the 365-Day Trial appears in your original order. Normal household use is permitted.

The returned fountain must be reasonably clean and include its main product components. Reasonable signs of normal use do not automatically disqualify a return.

Damage caused by misuse, neglect, improper care, alteration, or destructive pet behavior is not covered.

Can I use the 365-Day Trial if my pet does not like the fountain?

Yes. An eligible return may be requested if your pet does not adapt to or regularly use the fountain during the coverage period.

The customer is responsible for return shipping when the return is not caused by a verified defect, shipping damage, or PetsCarrier error.

What amount will be refunded under the 365-Day Trial?

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

The refund does not include optional-service fees, opened or used filters, consumable items, subscription shipments, expedited shipping charges, customs duties, or import taxes.

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

Are bundle items and promotional gifts refundable?

If the fountain was purchased in a bundle and the customer keeps separately priced bundle items, the refund may be recalculated based on the items retained and the original discount conditions.

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.

What is not covered by the 365-Day Trial?

The 365-Day Trial does not cover intentional damage, misuse, neglect, improper assembly, improper cleaning, destructive pet behavior, loss, theft, commercial use, or fraudulent, duplicate, or abusive claims.

Filters, recurring subscription shipments, and other consumable products are not covered.

Lifetime Warranty

How do I know whether my order includes the Lifetime Warranty?

The Lifetime Warranty applies when it is shown as included with a selected PureFlow™ bundle or when it is selected as an add-on and appears in the final order confirmation.

A badge, advertisement, or general product-page statement does not create coverage unless the service appears in the final order.

What does the Lifetime Warranty cover?

The Lifetime Warranty covers verified defects in materials or workmanship that prevent an eligible PureFlow™ fountain from performing its normal function during normal household use.

Depending on the verified issue, PetsCarrier may provide troubleshooting, repair, a replacement component, a replacement pump, or a replacement fountain.

What is not covered by the Lifetime Warranty?

The Lifetime Warranty does not cover:

• Filters and other consumable items
• Normal wear or cosmetic changes
• Normal reduction in rechargeable battery capacity over time
• Mineral buildup, blockage, odor, or contamination caused by insufficient cleaning
• Damage caused by misuse, neglect, improper assembly, or improper cleaning
• Unauthorized alterations or repairs
• Chewing, scratching, impact, dropping, fire, or other external damage
• Loss, theft, or disposal
• Commercial, rental, resale, or non-household use

Who pays shipping for a Lifetime Warranty claim?

For a verified manufacturing defect covered by the Lifetime Warranty, PetsCarrier covers the reasonable approved return shipping when a 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 expedited replacement shipping is requested, the customer is responsible for the additional cost above standard shipping.

Does the Lifetime Warranty provide a refund?

No. The Lifetime Warranty provides troubleshooting, repair, replacement parts, or a replacement product, depending on the verified issue.

It does not provide a cash refund for the original product.

Does a replacement restart the 365-Day Trial or Lifetime Warranty?

No. A replacement remains connected to the original order and original purchaser.

It does not begin a new 365-Day Trial or create a new Lifetime Warranty service.

Damaged, Defective, or Incorrect Items

What should I do if my order arrives damaged, defective, or incorrect?

Contact PetsCarrier Support with your order number, a description of the issue, and clear photos or a short video.

If the wrong item was delivered, include a photo of the shipping label and the item received.

After verification, PetsCarrier will provide the appropriate replacement or refund and cover the reasonable approved return and standard replacement shipping costs.

Do I need to purchase optional protection for a manufacturing defect?

No. Optional protection is not required when an item is verified as defective, damaged before or during delivery, or different from what was ordered.

Orders and Shipping

When will my order be processed?

Processing times and estimated delivery dates are shown during checkout and in your order confirmation.

Delivery estimates may vary depending on destination, carrier conditions, product availability, and order volume.

Do you provide tracking?

Yes. When tracking becomes available, it will be sent to the email address associated with your order.

You may also use the Track Order page to check available delivery updates.

Do you offer free shipping?

Eligible U.S. orders receive free standard shipping when the offer is displayed on the website or at checkout.

Expedited shipping, international shipping, customs duties, import taxes, and other destination charges may not be included.

Can I cancel or change an order?

Email support@petscarrier.com as soon as possible after placing the order.

We will do our best to help, but an order cannot be canceled or changed after it has entered processing or shipment. If the order has already shipped, the applicable return policy will apply.

What should I do if tracking shows delivered but I cannot find the package?

Check around the delivery location, ask household members or neighbors, and contact the carrier using the tracking number.

If the package still cannot be located, contact PetsCarrier Support with your order number and tracking information so we can review the delivery record.

SafeSwim™ Dog Life Jackets

How do I choose the correct SafeSwim™ size?

Measure the widest part of your dog’s chest and compare the measurement with the SafeSwim™ size guide.

Do not choose a size based only on breed or weight. If your dog is between sizes, review the adjustment range and contact PetsCarrier Support if you need help.

Can my dog try the life jacket on before returning it?

Your dog may carefully try the life jacket on indoors while both the dog and the product are completely dry.

Under the standard return policy, a life jacket used in a pool, lake, river, ocean, or another body of water is not eligible for a change-of-mind, size, fit, or color return unless an approved optional service applies.

What is the Size & Style Fit Guarantee?

The Size & Style Fit Guarantee is an optional paid service. When it appears in the original order, it may provide one approved replacement SafeSwim™ life jacket in another available size or color of the same model.

For an approved eligible U.S. claim, PetsCarrier covers the prepaid return label when a return is required and one standard shipment of the approved replacement.

Product price differences still apply. The customer pays a higher price difference, while an eligible lower price difference is refunded.

Does SafeSwim™ replace supervision?

No. SafeSwim™ is a flotation aid and does not replace active adult supervision.

Never leave a dog unattended in or near water. Check the fit, straps, buckles, fabric, flotation panels, and handle before every use.

Contact PetsCarrier

How do I contact customer support?

Email support@petscarrier.com with your order number and a clear description of your question or issue.

For a return, damage report, or warranty claim, include clear photos or a short video when applicable.

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