Returns, Refunds & Exchanges

We want you and your dog to feel confident in your PetsCarrier purchase. This policy explains standard returns, exchanges, optional protection services, accessories, and promotional gifts.

30-Day Standard Return Window

You may request an eligible standard return or size exchange within 30 days after delivery.

To begin, email support@petscarrier.com with:

• Your order number

• The item you want to return or exchange

• The reason for your request

• Photos showing the product’s current condition

Returns sent without approval may not be accepted.

Standard Return Eligibility

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

• Unused in water

• Unwashed

• Free from pet hair, odor, stains, damage, and signs of wear

• Returned with its original tags, accessories, and packaging

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

For hygiene and safety reasons, products used in a pool, lake, river, ocean, or other body of water are not eligible for a standard change-of-mind or sizing return.

This restriction does not apply to approved claims under the Size & Style Fit Guarantee, 90-Day Replacement Service, or claims involving verified defects, shipping damage, or incorrect items.

Free Returns and Easy Exchanges

For an eligible standard return or exchange delivered within the United States, PetsCarrier provides one prepaid return label for the first approved return from that order.

Additional returns or exchanges from the same order may require the customer to pay return shipping unless the item is defective, damaged, or incorrect.

“Free Returns” refers to the first approved standard return label. It does not mean that used, washed, damaged, or otherwise ineligible products can be returned without restriction.

Original expedited shipping charges and optional service fees are non-refundable after fulfillment or coverage begins.

Size & Style Fit Guarantee

The Size & Style Fit Guarantee is an optional paid service available for the price shown before checkout.

When purchased, it provides one replacement SafeSwim™ life jacket in a different available size or color if the original selection is not suitable.

A Fit Guarantee request must be submitted within 30 days after delivery.

To qualify:

• The guarantee must appear in the original order

• The customer must provide the order number

• The customer must provide the dog’s chest measurement and current product size

• Photos showing the fit may be required

• The requested replacement must be the same product model

• The replacement size or color must be available

For an approved Fit Guarantee claim, the customer may not be required to return the original life jacket unless requested by PetsCarrier.

The Size & Style Fit Guarantee is limited to one approved replacement per covered life jacket.

The guarantee does not provide a cash refund for the original product and does not cover:

• Ordering another product model

• Multiple replacement requests

• Damage caused by chewing, scratching, misuse, or poor maintenance

• Lost or discarded products

• Fraudulent or abusive claims

• Requests submitted more than 30 days after delivery

Once a Fit Guarantee replacement has been approved or shipped, the Fit Guarantee 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 begins on the recorded delivery date and lasts for 90 calendar days.

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

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

Approved claims are eligible for one replacement of the same product in the same size and color, subject to availability. If the original color is unavailable, a comparable available color may be offered.

The 90-Day Replacement Service does not cover:

• Loss, theft, or an unknown location

• Intentional damage

• Repeated claims

• Chewing or destructive pet behavior

• Damage caused by leaving a dog unattended

• Incorrect sizing or poor adjustment

• Cosmetic wear that does not affect normal use

• Fading, staining, odor, or normal aging

• Damage caused by machines, vehicles, sharp tools, fire, extreme heat, or hazardous conditions

• Use for commercial, rental, or resale purposes

• Claims submitted after the 90-day coverage period

• A replacement product already supplied under the same service

The service provides a replacement product, not a cash refund.

The service fee is non-refundable after the covered order has shipped or after a claim has been submitted.

Damaged, Defective, or Incorrect Items

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

Inspect your order when it arrives and contact us within 7 days after delivery if an item is damaged, defective, or different from what you ordered.

Please include:

• Your order number

• A description of the issue

• Clear photos or a short video

• A photo of the shipping label if you received the wrong item

After verification, we will provide an appropriate replacement or refund at no additional cost.

Normal wear, chewing, scratching, misuse, poor maintenance, incorrect sizing, alterations, or damage caused by leaving a dog unattended are not manufacturing defects.

Dog Quick-Drying Towel

A Dog Quick-Drying Towel purchased as an optional add-on is treated as a regular merchandise item.

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

• Unused

• Unwashed

• Free from pet hair, stains, odor, 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 incorrect, contact us within 7 days after delivery.

Bundles and Promotional Gifts

Bundle discounts apply only when all qualifying products are purchased and retained.

If part of a bundle is returned, the refund may be recalculated using the regular price of the products the customer keeps.

A free Dog Quick-Drying Towel, Dog Fit Floating Ring, or other promotional gift must be returned unused with the qualifying order.

If a promotional gift is not returned, its displayed retail value may be deducted from the refund.

Promotional gifts:

• Have no cash value

• Cannot be exchanged for store credit

• Cannot be returned separately for a refund

• Are subject to availability

• May be replaced with a comparable item if clearly disclosed before fulfillment

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

Non-Returnable Items

The following are not eligible for standard returns:

• Products used in water

• Washed products

• Products with pet hair, odor, stains, or visible wear

• Products damaged by chewing, scratching, misuse, or improper care

• Used or washed towels

• Gift cards

• Items clearly identified as final sale before purchase

• Promotional gifts returned without the qualifying purchase

• Optional service fees after fulfillment or coverage begins

Return Inspection and Refund Timing

Once your return arrives, allow 3–5 business days for inspection.

If approved, the refund will be issued to your original payment method.

Your bank or payment provider may take an additional 5–10 business days to post the funds.

We will contact you if a returned item does not meet the eligibility requirements.

Order Cancellations

To request a cancellation, email support@petscarrier.com within 12 hours of purchase.

We will do our best to help, but cancellation is not guaranteed after processing begins.

If the order has already shipped, the standard return policy applies. Optional service fees cannot be refunded separately after the covered order has shipped.

Contact Us

For returns, exchanges, or protection-service claims, email support@petscarrier.com with your order number.

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