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Frequently Asked Questions

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  • Comment on this FAQ

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    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.

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    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.

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    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

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    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.)

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    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.

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    We accept Visa, MasterCard, American Express and Discover. Additionally, we offer PayPal as a payment option.

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    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.

    Category: Returns

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    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.

    Category: Shipping

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    At this time, PetTravelCenter.com ships to residential and commercial addresses in all 50 states and the District of Columbia. We primarily ship via United Parcel Service (UPS), Federal Express (FedEx) and the United States Postal Service (USPS). We may use an alternate delivery service, depending on the circumstances. Additionally, we are able to ship some — not all — of our products internationally. Because of the size and weight of some items, it simply isn’t feasible for customers outside of the contiguous United States to pay expensive shipping rates for certain items. Some manufacturers and distributors that ship for us directly also do not provide international shipping services. We require that orders we ship outside of the United States be purchased via the PayPal payment option.

    Orders being delivered to Alaska and Hawaii (and other destinations outside of the contiguous United States) require additional shipping charges than our standard rates for orders within the contiguous United States, and may be sent via USPS Priority Mail or other shipping or mailing services. Customers ordering from Alaska and Hawaii and international destinations will be notified via email of total shipping charges before we process your order and will have the option to continue with or cancel your order. Customers will see the standard shipping charge for contiguous U.S. addresses appear in their order confirmation; however, you will be notified via email what the difference in shipping will be for those areas outside of the contiguous U.S. An electronic invoice will be sent to you, payable via PayPal, to cover the additional shipping charge. Once paid, your order will be processed right away. Email us with the specific item(s) and product number(s) you’re interested in, and we’ll let you know what the estimated cost will be if we can ship it.

    Category: Shipping

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    If your order is being shipped to North Carolina, your order is assessed the appropriate state and county tax rate for the county to which your order ships. Any applicable sales tax will be calculated during the checkout process.

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    Be sure to use our state-of-the-art site search feature that can be found in the header of our website pages directly under our logo. As you type your keyword or phrase of what you are looking for, the sophistication of the search feature will suggest certain things in a dropdown menu from which you can either select or continue typing your keyword term or phrase. This is called “Autocomplete.” PetTravelCenter.com also uses an enhanced version called “Rich Autocomplete” that additionally provides images of products that serve to be a visual aid to further enhance your search experience.

    After typing your keyword or phrase into the search box, click the “Find” button to take you to our search results pages that provide additional information relevant to your search query, including pet travel products, pet articles, pet travel tips, pet-friendly hotels, product videos, press releases and other worldwide pet travel resources.

    If you still can’t find what you are looking for, please email us or call us toll free at (800) 384-1450, and we’ll be glad to assist you. Even though an item you’re looking for may not currently be on our website, we still may be able to get it for you through one of our many manufacturers and distributors. We’re here to provide you with the best customer service we possibly can and will go the extra mile to earn your trust and your business.

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    Yes. The McAfee Secure trustmark you see at the top of all of our web pages is the result of rigorous efforts to ensure that browsing and ordering on our website is safe and secure. Our site goes through daily scans to uncover any type of security vulnerability that would allow a hacker to do harm or compromise any personal information. When you enter your credit card information to make a purchase, it is encrypted to be delivered securely over the Internet. We never see your entire credit card number.

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    Within the header (at the top of each page on our website) is a search box where you can enter keywords or a phrase of what you are looking for. As you begin to type your initial keywords or phrase, an intuitive feature called Rich Autocomplete will make suggestions in a dropdown menu (including images) of which you can either select one or continue typing your query.

    Whether it’s a pet travel product or information about traveling with your pets, your query will return the most relevant results that are found by our state-of-the-art site search technology. The site search results will be segmented by tabs that indicate the type of information available, such as products, pet travel articles, pet travel tips, press releases, videos, etc. If you choose to further refine your search, try selecting any of the additional attributes that are found on the left-hand side of the page.

    If you prefer to go straight to the product categories to find a particular product you’re looking for, you can find those on the left-hand side of any of our website pages, as well as under the Store heading in the top navigation menu. If you are looking for articles, pet travel tips, our pet photo gallery and other types of information, you can find them under a number of dropdown menus in the top navigation, as well.

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    We proudly display the McAfee Secure logo at the top of our website because we want our visitors to be assured of the stringent processes in place for their protection to safely browse and shop PetTravelCenter.com. Our site is scanned daily for security vulnerabilities that could potentially compromise our customers’ personal information. When visitors come to our site, we want them to be immediately assured that they are visiting a safe and secure place – just as you would want visitors to your own home to feel safe and welcome. McAfee is the world’s largest dedicated security technology company.

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    Another perk of belonging to the PTC Club (in addition to receiving pet travel tips, special promotions and other valuable information via our Pet Traveler email) is that we send out an email birthday greeting to you each year, providing you have listed your birthday with us when you signed up. The birthday greeting includes a 15 percent off coupon code for any item in our Pet Travel Products online pet store. It’s just a small way for us to send birthday greetings to you and offer a special discount as a token of our appreciation for being part of the PTC Club.

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    Yes. We reward the loyalty of our customers by providing a 10 percent discount on all subsequent purchases. A few weeks after you place your initial order, you will receive an email requesting that you provide a brief product review on the product(s) you ordered. Contained in this email message is a special discount code that you can use at checkout to receive 10 percent off of your next product order. You can use this special coupon code over and over in our store

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    You can reach our customer service department by email or toll free by phone at (800) 384-1450.

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    PetTravelCenter.com uses the Secure Sockets Layer and Private Communication Technology security standards that are supported by Microsoft Internet Explorer 3.0 or later and other popular browsers. SSL encodes your credit card number so that it is not recognizable as it is transferred through the Internet. This encryption makes doing business over the Internet as secure as making a purchase by telephone.

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    The PetTravelCenter.com website also receives daily security scans from our partner McAfee Secure (you’ll see their validated trustmark at the top of our website) that looks for security vulnerabilities where hackers may try to enter our site and do harm. We receive detailed reports of their rigorous testing results and take whatever steps necessary to make sure our customers’ information and privacy is never compromised. You can click on the McAfee Secure trustmark for more information.

    Additionally, we do not sell, rent or otherwise share your email address with any third party other than what is necessary to transact business with us. Please see our Privacy Policy for more information.

    Category: Security

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    PetTravelCenter.com goes to great lengths to ensure your privacy and the confidentiality of your payment information. We never see your credit card number, as it is encrypted over the Internet when you place an order on our website. The encrypted information generates a reference number that is associated with your payment for us to use within the PayPal payment processing system, but no one is able to make additional charges other than what you have initially authorized on your order. Since we don’t have your complete credit card number, we use this reference number to associate to your credit card account in the event we need to refund all or part of your purchase. Again, no additional charges can be made to your account without your authorization.

    Category: Security

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