Frequently Asked Questions
To enable cookies, follow the instructions below for the browser version you are using:
Mozilla Firefox (1.0 final release and earlier)
- Go to the “Tools” menu
- Check the box corresponding to “Allow sites to set cookies”
- Click “OK” to save changes
Netscape 7.1/Mozilla 5.0
- Select “Preferences” from the Edit Menu
- Click on the row next to “Privacy & Security” in the scrolling window to expand.
- Under “Privacy & Security”, select “Cookies”
- Select “Enable all cookies”
- Click “OK”
Microsoft Internet Explorer 6.0+
- Select “Internet Options” from the Tools menu
- Click on the “Privacy” tab
- Click the “Default” button (or manually slide the bar down to “Medium”) under “Settings”
- Click “OK”
If you are experiencing problems with your shopping cart, such as adding products to the cart, but it still shows that it is empty, this may be because your browser is not set up to accept cookies.
If your purchase is shipped by UPS or FedEx, you can track your order online at ups.com or fedex.com to see when the item(s) you purchased will be delivered. We will provide the tracking number(s) to you via email once your order ships that will also contain the carrier delivering your order. Not all of the various manufacturers and distributors that ship directly for PetTravelCenter.com use the same carriers. We’ll also provide delivery confirmation numbers for USPS deliveries, but these primarily confirm when an order has been delivered.
PayPal is an e-commerce business, allowing payments and money transfers to be made through the Internet. PayPal serves as an electronic alternative to traditional paper methods, such as checks and money orders. PayPal is a safer, simpler way to send and receive money online.
In addition to our customers being able to use PayPal as a payment option instead of a credit card, we use PayPal as a secure online payment processor for all of our online payment transactions
The Card Verification Value (CVV) code is used to help authenticate transactions in card-not-present transactions for additional security. For Visa™ and MasterCard®, the code will be the last three digits printed on the signature strip on the back of the credit card. For American Express, it’s the four numbers to the right and above your account number on the front of your card.
Each credit card company has its own name for the CVV code, but it functions the same for all major card types. (Visa refers to the code as CVV2, MasterCard calls it CVC2, and American Express calls it CID.)
You can begin by either searching for the product(s) you’re looking for by using the search tool in the header of our website (just below our logo), or you can go directly to the product categories found on the left side of our web pages to begin looking for what you’d like to purchase.
Once you have landed on the product detail page of the item you’d like to order, simply click on the “Add to Cart” button, and the item will be added to your shopping cart. Note: If there is a dropdown menu that contains various sizes, colors or other options, be sure that before you add the item to the shopping cart, you have selected the appropriate item, as the product number will change that is displayed on the page. The item(s) you add to the cart will be shown in the next step, which will also show the quantity, price, sales tax (if applicable) and any other pertinent information. You can either continue to the checkout step or click the “Continue Shopping” button to add other items to your shopping cart.
Once you have added all of the products you wish to purchase to the shopping cart, you will proceed to the checkout step, which will ask for your billing, shipping and credit card information (if you aren’t using PayPal or another payment method). Once your order is complete, you’ll receive an online screen confirmation, as well as an order confirmation by email. Once your order ships, you will receive a second email that contains the tracking number(s) and the carrier(s) that will be delivering your order.
Please email us a detailed explanation of the situation at customerservice[at]PetTravelCenter[dot]com, and we will instruct you how and where to return your item. Please include your name, address, phone number, email address, and Customer ID/Order Number so we can correspond with you appropriately. Do not send your item back to us without a Return Authorization (RA) number and instructions. Please see our Shipping & Returns Policy for more detailed information.
No, we do not ship pets. We do, however, have a business partner that provides door-to-door shipping of pets worldwide. If you are interested in obtaining a quote for pet relocation, please visit our Ask the Pet Relocation Expert page and click on the appropriate link (domestic or international) to request a quote.