Returns, Refunds & Exchanges

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

Nothing in this policy limits any consumer rights that cannot legally be excluded.

30-Day Standard Return and Exchange Window

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 for an eligible standard return or exchange. Return shipping responsibilities are explained below.

To begin a return or exchange, 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
• The requested replacement size or color, if applicable

Returns sent without prior approval may not be accepted.

Standard Return Eligibility

To qualify for a standard return or exchange, 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, a product used in a pool, lake, river, ocean, or another body of water is not eligible for a standard change-of-mind, size, fit, or color return.

This restriction does not apply to an approved Size & Style Fit Guarantee claim, an approved 90-Day Replacement Service claim, or a verified defective, damaged, or incorrect item.

Standard Return Shipping

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

PetsCarrier does not charge a return processing fee, inspection fee, or restocking fee.

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.

After the returned item is received, inspected, and approved, PetsCarrier will refund the amount actually paid for the eligible returned product to the original payment method.

Original expedited shipping charges, if any, are non-refundable. Standard shipping originally provided free of charge is not deducted from the eligible product refund.

Standard Exchange Shipping

For an eligible standard exchange caused by an incorrect size selection, color preference, change of mind, or another reason not caused by a product defect or PetsCarrier error:

• The customer is responsible for arranging and paying the cost of returning the original item.
• For the first approved exchange from an eligible order delivered within the United States, PetsCarrier covers one standard shipment of the replacement item.
• If the customer requests expedited replacement shipping, the customer is responsible for the additional cost above standard shipping.
• Additional exchanges from the same order may require the customer to pay both the return shipping cost and the replacement shipping cost.

The original item must be received and pass inspection before a standard replacement is shipped, unless PetsCarrier confirms another arrangement in writing.

All exchanges are subject to product and variant availability.

Standard Service vs. Size & Style Fit Guarantee

Product Price Differences

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

If an approved replacement has a higher applicable price than the originally purchased item, the customer must pay the product price difference before the replacement is shipped.

If an approved replacement has a lower applicable price, PetsCarrier will refund the applicable product price 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.

Price differences are calculated using:

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

Promotions or discounts introduced after the original purchase 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 this policy, and the customer will pay the price shown for the new order.

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.

An approved size, fit, or color request may be covered after normal, supervised use in water. The guarantee does not cover product damage, misuse, or destructive pet behavior.

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

To qualify:

• The Size & Style Fit 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 current fit may be required.
• The requested replacement must be the same product model.
• The requested replacement size or color must be available.

Fit Guarantee Shipping

For one approved Size & Style Fit Guarantee claim from an eligible order delivered within the United States, PetsCarrier covers both:

• The return shipping cost, if PetsCarrier requires the original item to be returned
• One standard shipment of the approved replacement item

If the original item must be returned, PetsCarrier will provide one prepaid return label. The customer must use the provided label and follow the return instructions.

PetsCarrier may determine that the original item does not need to be returned. If no return is required, the customer may keep, donate, or responsibly dispose of it.

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

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

Fit Guarantee Exclusions

The Size & Style Fit Guarantee does not provide a cash refund for the original product and does not cover:

• A replacement with another product model
• More than one replacement per covered life jacket
• 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

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

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

An approved claim is eligible for 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.

The 90-Day Replacement Service does not cover:

• Loss, theft, or an unknown product 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, an item damaged in transit, or an incorrect item sent by PetsCarrier.

Inspect your order when it arrives. 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 showing the issue
• A photo of the shipping label if you received the wrong item

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

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

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

Orders Outside the United States

Unless PetsCarrier confirms otherwise in writing, complimentary replacement shipping and prepaid return labels under optional protection services are available only for eligible orders delivered within the United States.

For a standard return or exchange outside the United States, the customer may be responsible for:

• Return shipping
• Replacement shipping
• Customs duties
• Import taxes
• Other applicable carrier or government charges

Applicable costs will be confirmed before an international exchange or optional-service 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.

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

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

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 another 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 a standard return:

• Products used in water, except under an approved optional-service or defect claim
• 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, coverage, or claim processing begins

Return Inspection and Refund Timing

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

If the return is approved, the eligible refund will be issued to the original payment method.

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

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

The customer’s original return shipping cost is not reimbursed for a standard non-defect return or exchange.

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, coverage has begun, or a claim has been submitted.

Contact Us

For a return, exchange, defective-item request, or optional-service claim, email support@petscarrier.com with your order number.

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

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