FAQ

From our Homepage, select the items you are interested in. Select color or size if applicable and click ADD TO CART. When you are finished shopping, select CHECKOUT. Once your order is complete and your payment information is received, your selections will be shipped to you the same business day if it is made prior to 3:00PM Mountain Time for ground and 6:00PM Mountain Time for air. You will be notified as to the expected shipping date and tracking number information.

The number one reason why credit cards are rejected is due to an AVS Mismatch. What this means is that the name and address you entered at CHECKOUT under BILLING ADDRESS do not match the address where the bank sends your credit card bill. Be sure and enter this information carefully, and check with your bank if you receive this error.

If an item is out of stock, we will notify you with an approximate shipping date. In almost all cases even if an item is out of stock, we can ship within 5 business days.

You can check on your order status simply by sending an inquiry to custsvc@pettravelshop.com. We will respond promptly with complete information on the status of your shipment. Additionally, you can log into your account and find tracking information for your order.

Orders for items that have not shipped can be cancelled by sending a notice to custsvc@pettravelshop.com. If the item is already in the mail, you will need to follow our return policy.

Pet Travel Shop wants you to be satisfied with your order. If you receive an item that is broken, does not meet your expectations, or is the wrong size, contact custsvc@pettravelshop.com. Please read our Return Policy.

All items in our store are subject to applicable taxes.

At the time of CHECK OUT, you will be offered the choice of American Express, Visa, MasterCard, and Discover cards. If you wish to pay by e-transfer or by cheque, simply email us at custsvs@pettravelshop.com or call us at 236-454-5514. Please note that we must wait for your funds to clear before shipping your order. 

Pet Travel Shop is staffed with individuals who care about your business. Send an email to custsvc@pettravelshop.com and you will receive a prompt response. 

Security is our primary concern, and we have the most up to date security protection available. All online transactions take place through Shopify.com., Shopify is certified Level 1 PCI DSS compliant, which means that all Shopify stores are automatically PCI compliant. PCI DSS stands for Payment Card Industry Data Security Standard, and it's a set of standards that protect cardholder data during online payments.