Shipping/Returns
Shipping & Return Policy For Travel Carriers
We ship travel carriers exclusively within Canada.
When you place an order, we’ll provide estimated shipping and delivery dates based on item availability and your selected shipping method. Depending on your chosen carrier, estimated shipping dates may be displayed on the shipping quotes page. Please note that we are not responsible for carrier delivery schedules, so we recommend selecting a shipping option that allows ample time for your order to arrive.
Additionally, many of our items are shipped based on weight. The weight of each item is listed on its product detail page. To align with our shipping partners' policies, all weights are rounded up to the nearest full kilogram.
All returns due to incorrect travel carrier size or travel carrier damage must be initiated within 48 hours of receiving the travel carrier. Please note that a restocking fee of 10% of the crate’s value will be applied.
Shipping Policy For Other Products
**Please note that orders for shipment placed after 3:00PM Mountain Time (CDA) may not be shipped until the following business day.**
We ship all other products exclusively within Canada.
When you place an order, we’ll provide estimated shipping and delivery dates based on item availability and your selected shipping method. Depending on your chosen carrier, estimated shipping dates may be displayed on the shipping quotes page. Please note that we are not responsible for carrier delivery schedules, so we recommend selecting a shipping option that allows ample time for your order to arrive.
Additionally, many of our items are shipped based on weight. The weight of each item is listed on its product detail page. To align with our shipping partners' policies, all weights are rounded up to the nearest full kilogram.
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 at 236-454-5514 or send us an email at custsvc@pettravelshop.ca 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 warranties 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, UPS, FedEx, DHL, ETC.
Pet Travel Shop
1143-4871 Miller Road
Richmond, BC V7B 1K8, Canada
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 OR CLOTHING/BEDDING THAT HAS BEEN USED/WORN BY A PET
For health and safety reasons, pet carriers cannot be returned or exchanged if there is any evidence that a pet has used the item.