PetDoors.com Terms & Privacy Policy (The Fine Print, in Plain English)

Last Updated: December 26, 2025

Hi — we’re PetDoors.com (“PetDoors,” “we,” “us”) located at 254 Granada Drive, San Luis Obispo, CA 93401. We manufacture and sell premium pet doors and accessories through our website, Amazon, and authorized resellers.

This page covers the boring-but-important stuff: your data, your order, and the rules of the road for using our site.

Questions? Call (800) 826-2871 or email customerservice@petdoors.com (we typically respond within 3 business days).
Privacy requests: privacy@petdoors.com.

By using our website, placing an order, submitting content, or contacting us (chat/phone/email), you agree to these terms. If you don’t agree, please don’t use our site.

1) Privacy Notice: What We Collect, Where It Comes From, and Why

We collect what we need to run the store, support you, keep things secure, and (where permitted) show more relevant ads.

What we collect (examples):

Contact details: name, email, phone number, shipping/billing address
Order details: items purchased, order history, returns, warranty claims
Website activity: pages viewed, clicks, device/browser info, IP address, cookies
Support content: emails, chats, photos/videos you send us
Calls/chats: recordings if we monitor/record (see Section 10)
Approximate location: inferred from IP address
Preferences/inferences: based on how people use the site (e.g., what helps vs. what confuses)

Where it comes from:

From you: checkout, forms, email signup, support requests, reviews/UGC
Automatically: cookies and similar tech; server-side measurement where permitted
From providers: Shopify, Amazon, NetSuite, and other vendors that help with payments, shipping, support, analytics, and advertising

How we use it:

Fulfill orders, process payments, ship products
Handle returns, warranties, and customer support
Prevent fraud and keep the site secure
Improve the site and fix issues
Measure advertising and (where permitted) show relevant ads

How we protect it:
We use reasonable safeguards (including limiting access to people who need it to do their jobs). No system is perfect, so we can’t guarantee absolute security.

How long we keep it (typical retention):

Order and warranty records: up to 7 years (tax/legal compliance)
Customer support records: up to 3 years (service quality)
Analytics/advertising data: up to 2 years (site improvement)
We delete or anonymize data afterward unless we’re required to keep it longer by law.

2) Advertising, Measurement, Remarketing & Customer Match (Google/Meta)

We advertise and measure performance using partners like Google and Meta. This helps us learn what works (and what doesn’t).

Remarketing / data segments notice (Google requirement):

We use data to advertise online.
Third-party vendors (including Google) may show our ads across the internet.
These vendors may use cookies and/or device identifiers to serve ads based on past visits to our website (and/or app, if applicable).

Customer Match (audience matching):
We may share limited customer info (such as email address, phone number, and/or mailing address) with platforms like Google and Meta to create audiences (“Customer Match”) so we can:

show relevant ads to people who have interacted with PetDoors.com, and/or
exclude people from ads for products they already bought.

We only use information collected through our first-party relationship with you (we don’t buy customer lists). Where supported, we share identifiers in a hashed/pseudonymized form. We do not receive your contact information back from these platforms.

Offline conversion measurement (phone/offline orders):
If you interact with an ad and later purchase by phone or offline, we may use permitted identifiers (for example, click IDs or hashed user data) to measure ad performance and improve measurement/bidding accuracy.

Consent where required:
Where required by law or platform policy (including in the EEA/UK/Switzerland), we obtain required consent before using or sharing data for personalized ads and Customer Match.

3) Your Choices & Privacy Rights

You’re in control.

Marketing controls

Email: Use the unsubscribe link in marketing emails.
SMS: Reply STOP to opt out; reply HELP for help (see Section 10).

California (CCPA/CPRA)

We do not sell personal information for money.
Some advertising-related uses may be considered “sharing” (or “selling”) for cross-context behavioral advertising under California law.
You can request access, correction, or deletion, and you can opt out of sale/sharing.
We honor Global Privacy Control (GPC) signals as an opt-out of sale/sharing where required.
Authorized agents may submit requests with appropriate proof of authorization.
We will not discriminate against you for exercising your rights.

EEA/UK/Switzerland (where applicable)

Where required, we rely on consent for ad personalization and Customer Match, and you can withdraw consent.
Depending on your location, you may have additional rights such as access, correction, deletion, and objection.

How to submit a request
Email privacy@petdoors.com. We may need to verify your identity (and if an agent submits on your behalf, we may ask for proof of authorization).

Children
We do not knowingly collect personal information from children under 16.

4) Cookies, Tracking & Server-Side Measurement

Cookies and similar technologies help the site work and help us understand what to improve.

What we use (high-level):

Essential: cart, checkout, login, security
Analytics: understand site performance
Advertising/measurement: measure ads and (where permitted) personalize ads

Server-side measurement:
We may use server-side measurement to improve reliability. Where applicable, we apply your opt-out signals and any legally required consent to this measurement.

Controls and opt-outs:

You can control cookies through your browser settings.
Google Analytics opt-out: https://tools.google.com/dlpage/gaoptout
Interest-based ads: https://www.youradchoices.com/
Google Ad Settings: https://www.google.com/settings/ads
Global Privacy Control (GPC): We honor GPC where required as an opt-out of sale/sharing under California law.

5) Orders, Payments, Shipping, Cancellations, and International Duties/Taxes

Order acceptance:
An order confirmation means we received your order request. We may cancel orders (for example: stock issues, payment problems, suspected fraud, or verification issues). If we cancel, we refund to the original payment method (typically within 5 business days).

Payments:
Payments are processed through providers such as Shopify and/or PayPal.

Shipping estimates (typical):

U.S. Standard: 3–7 business days
U.S. Expedited: 1–3 business days
International: 7–14 business days, plus customs delays

International orders:
International shipments may be subject to duties/taxes and local restrictions. You’re responsible for applicable duties, taxes, and compliance with local customs rules.

Changes/cancellations:
We can’t guarantee changes or cancellations after an order is placed. If you need help, contact us immediately and we’ll try.

Risk of loss (shipping responsibility):
For orders placed through Amazon, risk follows Amazon’s policies (including the A-to-z Guarantee where applicable). For other orders, risk generally passes upon carrier delivery, except where prohibited by law.

Export control:
You agree not to export products in violation of U.S. laws.

6) Returns & Refunds

Returns (30 days):
Most unused/undamaged products may be returned within 30 days of delivery.

Before shipping anything back:
Request an RMA at customerservice@petdoors.com or (800) 826-2871.

Timing:
Ship within 14 days of RMA issuance and include all parts.

Minor testing:
Minor testing (including temporary installation) doesn’t automatically void return eligibility, but the item must be returned in acceptable condition.

Refunds and fees:
Refunds are issued after inspection, typically within 7–10 business days. Original shipping costs are not refunded.
A 15% restocking fee may apply to incomplete, dirty, altered, or discretionary returns (as disclosed at checkout and/or in confirmations).

Non-returnable items:

Custom-made products
Items significantly damaged by pets or misuse

Transit damage:
Report shipping damage within 7 days of delivery with photos to customerservice@petdoors.com. We’ll help with carrier claims, but we aren’t responsible for carrier errors and claims must meet carrier deadlines.

7) Warranty

1-Year Limited Warranty:
We offer a 1-Year Limited Warranty for defects in materials or workmanship under normal use (subject to applicable law).

Not covered:
Improper installation, unauthorized modifications, pet damage (chewing/scratching), weathering/fading, normal wear-and-tear, labor/incidental costs, or purchases from unauthorized resellers.

How to file a claim:
Email customerservice@petdoors.com with proof of purchase and photos/videos. We may request return of the product for evaluation. We typically evaluate claims within 10 business days.

Remedies:
If approved, we may repair, replace, or refund at our discretion, subject to availability, your specific circumstances, and applicable law.

8) Safety, Installation, and Intended Use

Deep breath. Cutting a hole in a door can feel like a big moment. If you’re not comfortable with tools, a qualified installer is a great idea.

You are responsible for selecting the correct product and installing it safely. Please follow our installation guidance at petdoors.com/install.

Important notes:

Pet doors are not containment or security devices and do not guarantee pet safety or home security.
We are not responsible for damage or injury caused by improper installation or misuse.

(If applicable) Our products are designed for specific installation types and standard use, and we can provide safety/compliance information upon request.

9) Calls, Chats, and Text Messaging (SMS)

Call/chat monitoring or recording:
We may monitor or record calls and chats for customer service, quality, training, and fraud prevention. Where required by law (including California), we provide notice and obtain consent. To opt out, tell the agent or email customerservice@petdoors.com.

Unless a longer period is required by law, recordings are typically retained for up to 3 years. Deletion requests are generally processed within 30 days, unless we must retain the recording for legal reasons.

SMS (order updates and marketing):

If you provide your phone number, we may send order/service updates by text.
If you opt in to marketing texts, you agree to receive marketing messages, which may be sent using automated technology.
Consent is not a condition of purchase. Message frequency varies. Msg & data rates may apply.
Opt out any time by replying STOP. For help, reply HELP.

10) Website Rules (Use of the Site)

Use the site for lawful purposes only. Please don’t:

interfere with the site or attempt unauthorized access
use bots, scrapers, crawlers, or automated tools without permission
submit fake, illegal, infringing, or defamatory content
provide false information when ordering or contacting us

Age:
You must be 18+ or the age of majority in your jurisdiction.

License:
We grant you a limited, non-exclusive license to use the site for personal, non-commercial purposes.

Indemnification:
You agree to indemnify PetDoors.com for legal costs directly caused by your intentional misuse of the site or violation of these terms, to the extent permitted by law.

No resale:
Products purchased on PetDoors.com may not be resold without written permission. Unauthorized resale may void warranties. For reseller agreements, contact customerservice@petdoors.com.

11) Reviews & User-Generated Content (UGC)

If you submit reviews, photos, or videos, you:

grant PetDoors.com a non-exclusive, royalty-free license to use that content for marketing and display until you request removal
confirm you have the rights to share it and it doesn’t violate third-party rights
agree not to submit fake reviews or undisclosed paid/incentivized endorsements (FTC rules require disclosure)

We may remove content that is offensive, irrelevant, or violates rights. Removal requests are typically reviewed within 7 business days.

12) Resellers and Marketplace Purchases

Purchases from unauthorized resellers may void warranties. Please verify authorized resellers at petdoors.com/resellers (if available and accurate).

13) Disclaimers & Limitation of Liability

To the maximum extent permitted by law:

Any implied warranties are disclaimed where allowed; some states do not allow limitations, so those limits may not apply to you.
Our liability for direct damages is limited to the amount you paid for the product.
We are not liable for indirect, incidental, or consequential damages unless required by law.

(Some jurisdictions provide additional consumer rights; nothing in this policy limits rights that cannot be limited under applicable law.)

14) Disputes, Arbitration, Class Action Waiver, and Opt-Out

We prefer solving problems directly. If we can’t, here’s the process.

Governing law:
California law applies, without regard to conflict-of-law principles.

Arbitration (individual):
If we can’t resolve a dispute informally, disputes must be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules in San Luis Obispo County, CA. You may bring eligible claims in small claims court if they fall within that court’s jurisdiction.

Class action waiver / jury waiver:
Disputes must be brought individually. You waive the right to a jury trial and to participate in a class action, where permitted by law.

Severability:
If any part of these terms is unenforceable, the rest remains in effect.

Force majeure:
We are not responsible for delays or failures caused by events beyond our control (natural disasters, supply chain disruptions, internet outages, etc.).

Arbitration opt-out:
You may opt out of arbitration by mailing a signed notice within 30 days of your first site use to:
PetDoors.com – Arbitration Opt-Out
254 Granada Drive
San Luis Obispo, CA 93401

Legal notice:
We do not accept service of legal documents via email.

15) Accessibility

We aim to provide an accessible experience and work toward WCAG 2.1 AA standards using periodic audits and accessibility tools. If you need assistance, contact customerservice@petdoors.com or call (800) 826-2871. We typically respond within 5 business days.

16) Changes to This Policy

We may update these terms from time to time. The “Last Updated” date at the top shows when changes take effect.

Section D: Legal Review Flags (recommended)

These are areas I strongly recommend having your attorney review for accuracy/enforceability as implemented, because they’re high-impact and/or fact-sensitive:

International transfers + SCCs: Included from the Existing policy; confirm you actually rely on SCCs and have a process to provide them on request.
“We do not use cookies/tracking outside the U.S. for advertising”: I did not include that absolute statement in the merged draft because it’s high-risk if untrue. Add only if verified.
Arbitration specifics & small claims thresholds: The Existing policy referenced a $12,500 small claims detail—jurisdictional limits vary and can change. I kept small claims more general in the merged draft.
Recording consent specifics + retention/deletion timelines: Make sure your IVR/chat notices and actual retention match what you publish.
ASTM F2076 / CPSC compliance statements: Only include the ASTM/CPSC specifics if you have documentation and a maintained process/page.
California implied warranty citation (Cal. Civ. Code § 1792): Helpful, but should be checked for fit and whether it belongs in your public policy.