Pet travel / customer care
Pet Travel FAQ
Practical answers about orders, delivery, returns, product fit, and travelling with pets.
Orders
Will I receive an order confirmation?
Yes. After checkout, an order confirmation is sent to the email address used for your purchase. Check your spam or promotions folder if it does not arrive.
Can I change or cancel my order?
Contact us as soon as possible at customerservice@ravzelo.com. If an order has already been processed or shipped, changes might no longer be possible.
Will sold-out products be restocked?
Some products may return while others are available in smaller batches. Join the email list for restock and new-product updates.
Shipping
How long does shipping take?
Orders are usually processed within 3-5 business days. Standard delivery generally takes 7-15 business days after dispatch, depending on the destination.
Do you offer free shipping?
Free shipping is available on eligible orders over the standard threshold shown in the announcement bar. The 3-in-1 Hard-Bottom Dog Car Seat Cover is an oversized item with a higher threshold of US$200. Below the applicable threshold, shipping is calculated at checkout. See shipping details.
Where do you ship?
We currently ship to selected destinations including the United Kingdom, United States, and supported European regions shown at checkout.
How do I track my order?
Tracking information is sent by email after dispatch. It can take a short time to update after the carrier receives the parcel.
Are duties and taxes included?
Yes. All applicable customs duties and import taxes are included in your order total, so you will not be charged additional duties upon delivery. In exceptional cases, we may need your cooperation and additional information to complete customs clearance. Ravzelo will cover the applicable customs duties. If you are required to pay duties upfront, please contact customerservice@ravzelo.com and submit proof of payment to request reimbursement of the duties paid.
Returns
What is your return policy?
We accept returns within 30 days of delivery for most items in new, unused condition, with original packaging, tags, and accessories intact. Ordinary discounted items follow the same conditions. Products offered on specifically designated clearance pages are not eligible for change-of-mind returns when there is no product fault; this exception must be clearly stated before purchase. Product-fault claims and your rights under applicable consumer law are not excluded. See our full return conditions.
How do I start a return?
Email customerservice@ravzelo.com with your order number, item name, and reason for return before sending anything back.
What if my item arrives damaged or incorrect?
If your item is faulty, damaged, or incorrect, contact us within 7 days of delivery at customerservice@ravzelo.com with your order number and clear photos of the item and packaging. Please contact us before sending anything back. Product-fault claims and your rights under applicable consumer law are not excluded. See our return conditions.
Product fit & use
How do I choose the right size?
Use the measurements on the product page and compare them with your pet and vehicle. For the 3-in-1 cover, open Size & fit on the product page. Read our pet travel fit and setup guide before ordering; do not choose from the product photograph alone.
Are all products suitable for both dogs and cats?
No. Suitability depends on the individual product, your pet's measurements and behaviour, and the intended journey. Check each product page before ordering.
Does a carrier guarantee airline or vehicle approval?
No. Airline, rail, and vehicle requirements vary. Confirm the final product dimensions and the transport provider's current rules before travelling.
Are travel covers or tethers crash-safety certified?
Only rely on a safety or certification claim when it is stated clearly on the individual product page. A seat cover or travel accessory is not a substitute for an appropriate restraint or crate system.
How should I clean pet travel products?
Follow the instructions for your specific product and its care label. Cleaning methods differ between bottles, bowls, garments, covers, and tents. If the method is not specified, contact customerservice@ravzelo.com before washing.
Payment & support
What payment methods do you accept?
Available payment methods are displayed at checkout and may vary by country, device, or region.
How can I contact customer care?
Email customerservice@ravzelo.com. Include your order number for an existing order and the product name for a fit or product question. We usually reply within 1-2 business days.
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