FREQUENTLY ASKED QUESTIONS

All your queries and questions about our award-winning pet gear and accessories.

PET CARRIERS

WHAT SIZE PET CARRIER IS BEST FOR MY PET?

Our pet carriers come in two sizes.

Small Size:

  • Sizing: Suitable for most dogs up to 15lbs
  • Assembled Exterior Dimensions: 17” length, 11” width, 10.5” height
  • Pocket Insert: Can be removed to conform to the seat requirements of smaller aircraft.
  • Carrier Weight: 3lbs

Large Size:

  • Sizing: Suitable for most dogs and cats up to 25lbs
  • Assembled Exterior Dimensions: 19” length, 11.75” width, 11.5” height
  • Pocket Insert: Can be removed to conform to the seat requirements of smaller aircraft.
  • Carrier Weight: 3.2lbs

Still not sure about your size?
Check out our Pet Carrier Sizing & Common Breeds Guide

I’VE RECEIVED MY CARRIER. HOW DO I KNOW IT IS THE RIGHT FIT?

It is okay if the carrier is a snugger fit, as long as your pet seems comfortable and can turn around inside the bag.

SHOULD MY DOG BE ABLE TO STAND UP IN THEIR PET CARRIER?

Your dog should be able to turn itself around comfortably in the carrier. Most dogs are not able to stand up fully, which is normal. What's most important is that your dog is comfortable and at ease. 

It is okay for the carrier to be a snugger fit so long as your dog is comfortable and under your supervision.

IS THE BOTTOM OF THE CARRIER STURDY SO THAT IT DOESN’T CAVE IN?

Yes, Our carriers have a solid base layer built into the removable fleece-lined dog bed.

Pet carriers can comfortably hold up to 15lbs in size Small and 25lbs in size Large.

CAN THE CARRIER BE SECURED ON ROLLER LUGGAGE?

Yes, the carriers can be secured on most roller luggage. All you need to do is loop the carrier handles over the suitcase handle to secure it in place.

Your pup should never be left alone in their carrier, especially when transporting them on roller luggage as you wouldn't want the suitcase to fall over and potentially hurt your pup.

DOES THE CARRIER WORK FOR CATS?

Yes, we have many cat-loving customers and the Large size carrier is perfect for most cat breeds.

PET TOTES

IS THE TOTE AIRLINE COMPLIANT?

No, The tote is not airline compliant, as it does not fully close and does not have three ventilated mesh sides.

If you need an airline complaint carrier, our Out-of-Office Pet Carrier is compliant with most major airlines.

WHAT SIZE IS BEST FOR MY PET?

Our pet totes come in two sizes:

Small Size:

  • Sizing: Suitable for most dogs up to 15lbs
  • Assembled Dimensions: 15" length, 8" width, 10" height, and 6.75" height to bottom of neck scoop.
  • Shoulder Strap Length: 13"
  • Weight: 2.2lbs

Large Size:

  • Sizing: Suitable for most dogs up to 30lbs
  • Assembled Dimensions: 17" length, 8.75" width, 13" height, and 9" height to bottom of neck scoop.
  • Shoulder Strap Length: 13"
  • Weight: 2.8lbs

    DOES THE TOTE HAVE A BUILT-IN LEASH?

    Yes, A built-in interior leash attachment can clip to your pup’s collar or harness to secure them in place.

    IS THE BOTTOM OF THE CARRIER STURDY SO THAT IT DOESN’T CAVE IN?

    Yes, Our totes have a solid base.

    Pet totes can comfortably hold up to 15lbs in size Small and 30lbs in size Large.

    ORDERS, SHIPPING & RETURNS

    DO YOU OFFER FREE SHIPPING?

    We offer free ground shipping on all U.S. orders over $100. Orders under $100 are eligible for $5 flat rate shipping. Unused items may be returned within 30 days of shipment.

    HOW SOON WILL MY ORDER SHIP?

    Orders are processed Monday through Friday. Orders placed before 12pm EST are usually processed and shipped the same business day.

    In some instances, we will require one full business day to process orders. Orders placed after 12pm EST on Friday will most likely ship the following Monday.

    DO YOU SHIP INTERNATIONALLY?

    Yes! We ship to most countires in Europe, the Middle East, Asia, and South America, in addition to our neighbors in North America. Shipping options are calculated during checkout.

    IS IT POSSIBLE TO CHANGE AN ORDER?

    Unfortunately, we are not able to accommodate changes after an order has been placed.

    WHEN WILL I RECEIVE MY ORDER?

    • Mid-Atlantic and Northeastern orders typically arrive within 2-3 business days.
    • Southeastern & Midwest orders typically arrive within 3-4 business days.
    • Western orders typically arrive within 4-6 business days.
    Expedited shipping options are available and are calculated based on your destination at check out. Please note that these are estimates and are subject to change.

    WHAT IS YOUR RETURN POLICY?

    Our return policy lasts 30 days from date of shipment. If 30 days have gone by since your shipment date, unfortunately we can’t offer you a refund or exchange.

    To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.

    ARE PRODUCTS COVERED BY A WARRANTY?

    Yes! All Roverlund products are covered by a one year warranty for product defects. You may email us at woof@roverlund.com with your issue.

    Unfortunately, we cannot replace items that are damaged by pets or normal wear and tear.

    Still have unanswered questions? Email us at woof@roverlund.com.