Experts in travelling with your four-legged pal
Some Frequently Asked Questions…
Whether you have a question about how to order from The Dog Travel Co. or a shipping inquiry, we hope you’ll find the answer you are looking for here! If not, please reach out to us at hello@thedogtravelco.com.
Do I have to place a minimum order?
Absolutely not! Get your hands on all the dog accessories you need for travelling with your pooch without having to fork out more any more than just what you need.
What currency are your prices listed in?
All our pricing is in US dollars (USD$).
What payment methods do you accept?
At present, we offer payment through PayPal and Sezzle.
Using PayPal, you are able to pay directly from your PayPal account which you will be prompted to log into once you have selected PayPal at the checkout. Alternatively, you can also use the PayPal processing system to pay via a credit or debit card (VISA, Mastercard, American Express), without needing a specific PayPal account.
Alternatively, we are proud to say we now accept Sezzle as well! Enjoy those new travel gadgets sooner, and pay them off in 4 x easy installments with no interest! What’s not to love?
Are my payment details safe?
We, The Dog Travel Co., as the merchant, do not have access to your payment information at all. All of our payments and billing etc. are smoothly taken care of by either PayPal or Sezzle, both are very highly regarded and trusted companies for the buying and selling of products. Each have their own layers of security, encryption and protection so you can feel safe in shopping with us. For more information, please see their respective websites.
I need to change/cancel items on my order.
Once an order has been placed in our system, we have only a very small window of time to change or cancel the order, including change of address.
If there is a change that needs to be made, such as a change in color/style/shipping address, please contact us immediately via hello@thedogtravelco.com and we will try our best to organize this for you up until the point that the order has been picked and packed by us or our partner supplies.
Once the parcel has made its way into the hands of our courier, we are unable to make any more changes, including a change of address.
If we cannot cancel an item of the order, you are welcome to return it according to our Returns Policy.
How do I know if my order was successful?
All orders that have been placed successfully and are making their way through our picking and packing stages will be accompanied by an order confirmation directly via email. This should arrive in your inbox within 1 hour of purchase, but can sometimes land in your junk/spam folder so if it hasn’t arrived, don’t forget to look in there!
If you are still not sure if your order was successful, please check with your financial institution or by looking inside your PayPal account, as appropriate.
Where do you ship?
The Dog Travel Co. currently ships to all metropolitan and regional areas across mainland USA. We have valued customers enjoying our dog accessories from all corners of the country.
Here is a quick run down of the places we are currently UNABLE to ship to:
Alaska/Hawaii, US Protectorates, APO/FPO, Africa, Asia, Central America and Caribbean, Europe, Middle East, Greenland, Mexico, Canada, Saint Pierre and Miquelon, Bermuda, Oceania, Southeast Asia, South America, PO Box addresses
How much is shipping?
We are proud to offer standard FREE SHIPPING on most items. Oversized items may incur shipping charges.
I’ve placed my order… when can I expect it to arrive?
As soon as your order has been placed and payment has been received, a chain of events is set in motion to package your order and have it dispatched from our US warehouse as soon as possible!
We aim to deliver all products within 7-14 business days (if not, much sooner). Occasionally however, there can be delays with our couriers. Please contact us at hello@thedogtravelco.com if it has been more than 10 business days since you placed your order.
I’ve placed my order - where can I find the tracking number for my Dog Travel Co. order?
Fantastic! So you’ve successfully placed your order! Our team in our US based warehouse would be busy packing your order right now.
We totally understand the excitement of waiting for a parcel to arrive and having a tracking number to track the progress of your delivery can feel like Christmas!
At the moment, we don’t have the systems in place to automatically send tracking numbers to each and every one of our customers. However, we can try to provide you with tracking details if your order was placed at least 24 hours ago. Please contact us via hello@thedogtravelco.com and we’ll get back to you ASAP!
How can I provide feedback about a product?
We love hearing from our happy customers and we get very excited about sharing positive feedback with our team. We’d love for you to a leave a review, which you can do quickly and easily by returning to the page on which you purchased the particular item and leaving a review towards the bottom of the page.
Sharing your experience will help other shoppers decide whether our dog travel accessories, are right for them.
Who should I contact if I have an issue?
We do our absolute best to ensure all of our customers have a fantastic experience shopping with us and we have a very good track record so far!
Occasionally though, we know that things can crop up. If you have an issue, whether it be related to shipping/delivery, or specific to the item you have purchased, please don’t hesitate to contact us via email hello@thedogtravelco.com and we will work with you to get the issue sorted ASAP, whatever it may be!
**Please note that we are a small family run operation, focussed around bringing our customers incredible products that we use and love ourselves, at competitive prices. With this in mind, we do not have a team manning our inbox 24/7 like large, soulless companies who outsource abroad, so if you do get in touch with us, please allow 12-24 hours for a response.**
What are your returns and refunds policies?
Here at The Dog Travel Co., we believe we have found the ultimate selection of products for individuals looking to travel with their dogs.
However, if for any reason you are not 100% satisfied with your product(s), please contact us through hello@thedogtravelco.com within thirty (30) days of purchasing for full money back.
If you have simply changed your mind, products can be returned to us for a full refund, however they must be in the original condition, with all of the parts, packaging, boxes and accessories where relevant. Please contact us for a Merchandise Return Authorization. Items returned without a Merchandise Return Authorization will not be accepted.
The buyer is responsible for return shipping costs, unless the product is deemed to be faulty or incorrect.
For any defective products, we will endeavor to replace the item as quickly as possible, however it must be returned to us so we can verify and investigate the defect.
We reserve the right to offer a full refund if the replacement product is not available.
The Dog Travel Co. will deny all requests for refunds initiated because of shipping delays outside of our control. We make no guarantees as to the delivery time as we use standard couriers to ensure we can keep our postage to you completely free, regardless of your order size!