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Frequently Asked Questions

Shopping and Navigation

Which credit cards do you accept? How do I order products on PetTravelCenter.com?
What is a CVV?
What is PayPal?
How do I track my order?
I'm having problems with my shopping cart. What do I do?

Returns

 

How do I return an item or make an exchange?

Shipping

Where do you ship products?
Do you ship pets?

Customer Service

Is my credit card information safe?
How do I contact customer service?
Why do you ask for my birth date on the PTC Club sign-up form?
What is the McAfee Secure logo for at the top of your website?
Is the ordering process secure?
Is sales tax applied to my order?

Security

I'm a little wary of typing in my credit card information online to purchase a product from your site. How do I know if your website is secure?

Shopping and Navigation

 

Which credit cards do you accept?
We accept Visa, MasterCard, American Express and Discover. Additionally, we offer PayPal as a payment option.

How do I order products on PetTravelCenter.com?
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.

What is a CVV?
The Card Verification Value (CVV) code is used to help authenticate transactions in card-not-present transactions for additional security. For Visa™, Discover 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, American Express and Discover call it CID.)

What is PayPal?
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.

How do I track my order?
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.

I'm having problems with my shopping cart. What do I do?
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.

Returns

 

How do I return an item or make an exchange?
Please email us a detailed explanation of the situation at customerservice, 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.

Shipping

 

Where do you ship products?
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.

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.

Do you ship pets?
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.

Customer Service

Is my credit card information safe?
PetTravelCenter.com uses the Secure Socket 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.

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

What is the McAfee Secure logo for at the top of your website?
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.

How do I search for products or other information?
You can go straight to the product categories to find a particular product you're looking for, you can find those under the Shop heading on the left-hand side of any of our website pages, as well as under the categories in the menu bar at the top of each page. 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.

Is the ordering process secure?
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.

I cannot find an item I'm looking for. What do I do?
After using the Product Categories listed under the Shop heading on the left side of the page and the dropdown categories from the menu bar at the top of the page, 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.

Is sales tax applied to my order?
If your order is being shipped to Massachusetts, 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.

Security

I'm a little wary of typing in my credit card information online to purchase a product from your site. How do I know if your website is secure?
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.

Daily Security Scans

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.

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