Pet travel / customer care
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 when your cart reaches the threshold shown in the announcement and cart. Standard shipping applies below that threshold.
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.
Will I need to pay duties or taxes?
International customers are responsible for customs duties, taxes, or import fees required by local authorities unless stated otherwise at checkout.
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.
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?
Contact us within 7 days of delivery with your order number and clear photographs of the item and packaging.
Product fit & use
How do I choose the right size?
Use the measurements on the product page and compare them with your pet, vehicle, carrier space, or an item that already fits your routine. 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 care instructions on the product page. Remove loose hair and debris first, spot clean gently where permitted, and let the item dry fully before storing it.
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.
Still need help