Shipping
We ship within the United States only. Every order leaves a warehouse in California or Nevada — nothing is shipped from overseas, so there is no customs form, no import charge and no six-week wait.
- Free on every order. No minimum, no exceptions — you never pay for delivery. That includes Alaska, Hawaii and Puerto Rico at the same price as the mainland; allow a few extra days for those three.
- Processing: orders placed before 1pm ET on a business day are handed to the carrier the same day. After that, the next business day.
- Delivery: typically 1–5 business days depending on how far you are from the warehouse.
- Tracking: emailed the moment the label is created.
If an order contains items from two different warehouses it arrives in two parcels, with a tracking number for each. You are never charged twice.
The fit guarantee
Every carrier on this site is listed with its length, width and height, checked against what each airline publishes. That is the whole point of this shop, so we stand behind it.
If you buy a carrier we said clears your airline and it does not, send it back. We refund it in full and we pay the return shipping. No restocking fee and no argument — email us your order number and the airline.
What it does not cover, said plainly: your pet has to be able to stand up and turn around inside, and the gate agent has the final say on the day. Airlines also change their published limits without notice. What we guarantee is our numbers against the airline’s published limit on the day you ordered.
Returns
Thirty days from delivery. The item has to be unused and in its original packaging.
Email us first. Every return needs an authorisation number and the address of the specific warehouse it came from. A parcel posted back without one cannot be matched to your order and cannot be credited — this is the single most common way people lose money on a return, and one email prevents it.
Return shipping is paid by you unless the item arrived damaged, we sent the wrong thing, or the fit guarantee above applies — in those cases we cover it.
Wrong size?
It is the most common reason people write to us, and the easiest to fix. Send us your pet's measurements and the airline you are flying and we will tell you which size to swap to — before you post anything.
Damaged or missing
Photograph the box and the item and email us within 7 days of delivery. We will replace it or refund it. You do not need to argue with a carrier on our behalf.