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FAQ


Frequently Asked Questions (FAQ)

HOW DO I PLACE AN ORDER?
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 4:00PM EST for ground and 6:00PM EST for air. You will be notified as to the expected shipping date and tracking number information.

MY CREDIT CARD WAS NOT APPROVED. WHY NOT?
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. Due to the amount of fraud on the internet, we have installed protection that will not allow more than 2 orders per IP address within a 24 hour period. If you need to place a third order, please contact us toll free at 877-241-0184 or internationally at 1-954-566-7300, and we would be happy to process your order.

WHAT IF AN ITEM IS OUT OF STOCK?
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.

DO I HAVE TO PAY FOR SHIPPING?
A shipping charge is included to handle packing and shipping costs. The amount to be charged is shown when you go to CHECKOUT.

DO YOU SHIP OVERSEAS?
Pet Travel Store ships all over the world. We will recommend the best service to provide the quickest and safest delivery to you.

CAN I SHIP TO A DIFFERENT LOCATION?
We will ship your purchase to any location you specify. Follow the instructions when you CHECK OUT.

HOW CAN I CHECK ON MY ORDER?
You can check on your order status simply by sending an inquiry to custsvc@pettravelstore.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. You can also go to www.FedEx.com and track your order with the tracking number.

HOW CAN I CANCEL AN ORDER?
Orders for items that have not shipped can be cancelled by sending a notice to custsvc@pettravelstore.com. If the item is already in the mail, you will need to follow our return policy.

WHAT IF I NEED TO RETURN AN ITEM?
Pet Travel Store 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@pettravelstore.com. Please read our our return policy.

DO I HAVE TO PAY TAX ON MY ORDER?
Residents of the State of Florida must pay 6% sales tax on their order. Out of state customers do not pay sales tax at this time.

WHAT TYPES OF PAYMENT DO YOU ACCEPT FOR ONLINE PURCHASES?
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 check, simply print out your order and send it with your check to: Pet Travel Store, PO Box 23364, Ft. Lauderdale, FL 33307. Please include your phone number and email address, and what you wish to order. Please note that we must wait for your funds to clear before shipping your order.

WHAT IF I HAVE A QUESTION OR NEED ADDITIONAL INFORMATION ABOUT MY PURCHASE?
Pet Travel Store is staffed with individuals who care about your business. Send Jason, Phil, Sue, or Campbell an email at custsvc@pettravelstore.com, and you will receive a prompt response.

HOW SECURE IS SHOPPING ONLINE WITH PET TRAVEL STORE?
All online transactions take place through Authorize.net., the largest internet secure gateway in the world. Security is our primary concern, and we have the most up to date security protection available.

WHAT IS YOUR PRIVACY POLICY?
Pet Travel Store does not share your information with any other company for any reason. From time to time you may receive "Special Customer" offers from us. See our section in Customer Service titled Privacy Policy.