Shipping & Cancellation Policy

Who We Ship & What We Ship

Shipping Our Own Pets to You

After you purchase or adopt a pet from Pet Center, if you are not local or prefer delivery, we arrange and manage the entire shipping process. This covers all pets we sell dogs, cats, puppies, kittens, birds, and small animals to destinations across the United States and internationally by arrangement.

You will not need to coordinate with a third-party shipping company. We handle route planning, handler assignment, vet documentation, and real-time updates from pickup to delivery at your door.

Helping You Ship Your Own Pet

We also provide shipping coordination services for customers who need assistance transporting their own pet whether moving out of state, relocating internationally, or arranging transport for a pet they have acquired elsewhere. This is where our Request a Shipping Quote service comes in.

Send us your pet details (species, breed, weight), pickup ZIP, delivery ZIP, and preferred dates. We will respond within 24 business hours with a firm quote, route recommendation, and handler details.

Bird & Specialty Pet Shipping

Birds require a special type of shipping procedure. We ship birds including parrots, cockatiels, canaries, finches, and other companion birds. Bird shipments require IATA-compliant enclosures, a USDA-accredited avian health certificate, and in some cases CITES documentation for certain species. We coordinate all required paperwork, just let us know your bird’s species and destination when requesting a quote. Note: We will not acceppt or ship any endangered bird species even if legally owned.

Booking & Deposit

To reserve a shipping slot or hold a pet, we require a 50% deposit paid upfront. Your booking is only confirmed after deposit payment is received and verified.

What the deposit covers

Reserving the driver or airline handler slot for your delivery window
Initial driver time, fuel, and route coordination fees
IATA-approved crate inspection and preparation
Veterinary health certificate arrangement (if needed)
Pre-departure health check documentation

What the deposit does NOT do

It does not transfer legal ownership of the pet — ownership transfers only upon full payment and signed paperwork
It is not the total cost — the remaining balance is due before or at delivery

Accepted Deposit Payment Methods

PayPal Goods & Services (recommended — includes buyer protection) · Credit/Debit Card via Stripe · Bank Transfer (business account only). We never accept Friends & Family PayPal, Zelle to personal accounts, gift cards, or cash apps for deposits.

Information needed to confirm your booking

Pet weight (and breed, for airline size requirements)
Pickup ZIP code
Delivery ZIP code and full delivery address
Preferred delivery window (date range)
Your contact name and phone number

Shipping Options & Pricing

We offer four shipping methods depending on your pet's size, location, and urgency. Exact pricing is provided in a firm quote after we receive your pet weight and ZIP codes.

Ground

Economy Ground

Multi-stop route. Best value for flexible timelines. Climate-controlled vehicle, photo updates included.

Transit: 1–4 days · From $120 (small)

Ground

Express Ground

Fewer stops, faster delivery. Ideal for regional routes and time-sensitive deliveries.

Transit: 1–2 days · From $220 (medium)

Air

In-Cabin Air

Small pets only (under airline weight limits). Subject to airline availability and seat booking.

Transit: Same–next day · Quote on request

Air

Cargo Air

Larger pets shipped as approved cargo in IATA-compliant crates with professional handlers.

Transit: 1–2 days · From $450 (large)

Trusted Shipping Partners

Depending on your route we work with vetted partners including PetRelocation, Tailwind Global Pet, and our own in-house handlers. All partners are verified, licensed, and experienced in live animal transport.

All quotes are one-way from our New York base unless otherwise specified. Multi-leg or international shipping is available on request — contact us for a custom quote.

The Shipping Process — Step by Step

1

You book and pay the 50% depositWe confirm your slot, send a booking confirmation with what the deposit covers, and begin logistics planning.

2

You send pet weight, photos, crate size, and ZIP codesWe finalize the route, shipping method, and handler assignment. We confirm the firm total price.

3

Vet documentation is arrangedWe confirm or arrange the health certificate (USDA-accredited vet, dated within 10 days of travel). You receive a copy.

4

Pickup day — full pre-departure checkWe photograph the pet, verify crate safety and paperwork, do a final health check, and send you a pickup confirmation with the handler's name and direct phone number.

5

In transit — 2–3 real-time updatesYou receive photo/video updates at each major checkpoint. The handler's direct phone is available throughout transit. Climate-controlled transport throughout.

6

Delivery — final health check and handoverRemaining balance is collected before or at delivery. We perform a final health check, complete all handover paperwork, and officially transfer ownership.

We Never Ship Without a Valid Vet Certificate

All interstate pet shipments require a valid USDA-accredited vet health certificate dated within 10 days of travel. We will not proceed with shipping if this document is not in order — your pet's legal transport and safety depends on it.

Cancellation & Refund Policy

We understand plans change. Our cancellation policy is designed to be fair to both sides — covering our real costs while protecting your deposit where possible.

When You Cancel	Deposit Outcome	Notes
72+ hours before pickup	Full refund	Less 10% admin fee to cover processing costs
24–72 hours before pickup	50% returned	Unless we can rebook the slot within 48 hours — then full refund less admin fee
Under 24 hours / no-show	Deposit forfeited	Driver and handler costs are already committed at this stage
Pet Center cancels	Full refund	100% refund of deposit with no admin fee if we are unable to fulfill the shipment

Rescheduling

If you need to reschedule rather than cancel, contact us as early as possible. We will do our best to accommodate a new date — one free reschedule is allowed with 72+ hours notice. Additional rescheduling may incur a $25–$50 rebooking fee.

How Refunds Are Processed

PayPal refunds: processed within 48 hours, appear in 3–5 business days
Card refunds: processed within 5 business days, appear in 5–10 business days depending on your bank
You will receive an email confirmation when your refund is initiated

To Cancel or Reschedule

Email support@petcenterco.com with your booking reference and the reason for cancellation. Include "Cancellation Request" or "Reschedule Request" in the subject line. We log the date and time of all cancellation requests.

Vet Documentation & Legal Requirements

Interstate pet transport in the USA is regulated. We ensure full compliance so your shipment is never delayed by paperwork issues.

A USDA-accredited veterinarian health certificate is required for all interstate ground and air shipments
Health certificate must be dated within 10 days of the departure date
Airline shipments also require airline-specific documentation (we handle this)
Some states have additional entry requirements — we verify these for your destination
We can arrange the health certificate appointment for an additional fee if needed
A copy of all documents is provided to you at pickup

IATA Crate Standards

All pets must travel in IATA-compliant crates sized appropriately for the animal. We verify crate compliance at pickup. If a provided crate does not meet standards, we will supply an approved crate (additional fee may apply). Crate rental is available — ask when booking.

Transit Insurance & Emergency Care

We strongly recommend transit insurance for all shipments. This covers medical emergencies, accidents, or unexpected events during transport — at a fraction of your pet's value.

What Transit Insurance Covers

Emergency veterinary care required during transport
Accidental injury or illness occurring in transit
Delays caused by weather, mechanical failure, or airline cancellations
Loss or misrouting of pet during transport (rare, but covered)

Our Emergency Protocol

In the event of a medical emergency during transport, our handlers are trained to immediately contact the nearest emergency veterinary clinic and notify you simultaneously. We have relationships with emergency vets in major cities along our key routes. You will be kept informed at every step.

Insurance is Optional but Recommended

Request a transit insurance quote when booking. Typical cost is 1–3% of the pet's value. For a $1,000 pet, that's as little as $10–$30 for full peace of mind during transport. We can include it in your final invoice.

Frequently Asked Questions

The remaining balance is due before or at delivery. We will send you an invoice 24–48 hours before your expected delivery date. Payment by PayPal Goods & Services or card. Cash is not accepted at delivery.

We send 2–3 photo/video updates during transit and provide the handler's direct phone number. For air shipments, we also share the airline tracking number. We don't offer GPS tracking, but you're never out of the loop.

Delays are rare but can occur due to weather, road conditions, or airline issues. We notify you immediately of any delay and keep you updated on the revised ETA. Delay-related expenses (extended boarding, vet care) caused by our error are covered by Pet Center. Delays caused by weather or force majeure are shared between parties — transit insurance covers these scenarios.

International shipments are available on a case-by-case basis. Requirements vary significantly by destination country, including import permits, rabies titers, microchipping, and quarantine periods. Contact us early — international logistics typically require 4–12 weeks of lead time.

We ship dogs, cats, birds, and select small animals. Some brachycephalic (snub-nosed) breeds are restricted on certain airlines due to respiratory risks — we will advise you at the quote stage if this applies to your pet. Birds require specific IATA-compliant enclosures and may need a health certificate; we handle this coordination. We do not ship exotic or endangered species.

Contact us immediately. A health check is performed at delivery — any concerns noted at that stage are documented and our 14-day health guarantee applies. See our Health Guarantee for full details on how to file a claim.