FAQ

01 Request, Consultation, and Booking You submit a request through our website and provide the basic information: pickup and delivery locations, preferred dates, the type of pet, its size, and any special needs. We then contact you to answer your questions, discuss the trip details, and recommend the most suitable transportation option for your pet. We calculate the transportation cost, plan the optimal route, and confirm all trip details with you — including pickup and delivery addresses, the travel date, and any special requests. After all details are agreed upon, we sign a service agreement. At this stage, you receive clear and complete information about the trip with no hidden conditions. 02 Preparing Your Pet for the Trip Before the trip, we explain how to properly prepare your pet for the journey. If necessary, we advise what documents to prepare, how much food to provide, and how to pass medications or special instructions. Our goal is to make the preparation simple for you and comfortable for your pet. 03 Pickup and Transportation On the scheduled day, we pick up your pet at the agreed address. During the trip, your pet travels safely inside the vehicle under constant supervision in comfortable conditions. We make regular stops for water, rest, and walks, and send photo and video updates during the journey. We deliver your pet to the destination address and personally hand them over to the owner or a designated person. We always ensure that the trip ends safely and comfortably for your pet.

Most of our trips take no more than three days, depending on the distance and route. We carefully plan each journey with regular comfort stops for water, rest, and short walks when appropriate, ensuring your pet remains comfortable throughout the trip.

Yes. Pet owners can track our route using GPS tracking and see the vehicle’s location during the trip. We also provide regular updates, photos, and videos. In the near future, we plan to introduce live video monitoring so owners can watch their pet during the journey in real time.

We recommend booking as early as possible once you know your travel dates. This helps ensure availability and allows us to properly plan the route. PetGo is a family-owned company, and we personally handle every transportation. We do not hire outside drivers, which allows us to maintain full control over the trip.

To confirm your booking, a 50% deposit is required at the time of reservation. The remaining balance is due on the morning of the delivery day.

No, you do not need to purchase a crate. We can provide safe transportation crates if needed. However, if you prefer your pet to travel in their own crate, you are welcome to provide it.

We recommend sending your pet’s regular food so they can maintain their normal diet during the journey. You may also include favorite toys, blankets, medications with instructions, and necessary documents. During the trip we provide bottled water, absorbent pads, and regular care.

Yes. At PetGo, we aim to provide safe and comfortable transportation for all pets, including those that may require extra care or attention. If your pet has special needs, please inform us in advance and provide any necessary instructions, medications, or other important items. We carefully follow the owner’s guidance to ensure your pet remains safe and comfortable throughout the journey.

Yes, basic insurance coverage is included in PetGo’s transportation services, providing additional protection during your pet’s trip. If you have any questions about the coverage or transportation conditions, we will be happy to explain the details before booking.