Shipping Policy
**Please note that orders for shipment placed after 3:00PM Eastern Time (US) may not be shipped until the following business day.**
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. We cannot be held responsible with carrier delivery schedules. Please select the shipping option that will allow sufficient time for delivery.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
Shipments outside the United States will be shipped using the US Postal Service. The customer is responsible for claiming the order from customs in a timely manner and for payment of all VAT, customs, and import taxes, as applicable.
We also offer guaranteed 3 day and 2 day delivery at a surcharge over the normal ground shipping rate. Overnight delivery is available in many areas. Please call us toll free at (877) 241-0184 or send us an email at custsvc@pettravelstore.com to determine additional charges for overnight delivery.
Returns Policy
You may return most new items with all original packaging and instructions and in saleable condition within 30 days of delivery for a full product refund. Items not returned with all original packaging, instructions and warrantees will be subject to up to 10% restocking fee. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). In all other cases, you will be responsible for the shipping cost to return the item to us.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Should you decide to return a product, please contact us to receive a return authorization #. Once you have received a return authorization number, carefully package and ship your return merchandise with a copy of your order to the following address:
IF BY MAIL:
Pet Travel, Inc.
PO Box 23364
Ft. Lauderdale, FL 33307
IF BY UPS, FedEx, DHL, ETC.
Pet Travel, Inc.
4500 N. Dixie Hwy. #C493
Oakland Park, FL 33334
You are responsible for the shipping cost and the insurance to return the item to us. We suggest that you insure your product, as we cannot be responsible for returns that are not received. We cannot accept COD's.
EXCEPTIONS:
PET CARRIERS THAT HAVE BEEN OCCUPIED BY A PET
For health and safety reasons, pet carriers cannot be returned or exchanged if there is any evidence that pet has been inside the bag.
If there is no evidence that the pet has not occupied the carrier, then the carrier may be returned for credit or exchange. Determination will be made by the Pet Travel Store at the time of return.
MICROCHIPS
For health and safety reasons, microchips are only returnable if unopened.
FORMS
Forms are not refundable unless they contain inaccurate information. You must submit a copy of instructions and/or forms and the source thereof. We will investigate the discrepancy, and, if a primary source other than PetTravel.com be deemed accurate, we will gladly refund the order amount.