Delivery & Returns

Shipping

Standard Delivery

• Orders under £49: £2.99
• Orders £49 and over: FREE*

Next Day Delivery

• £6.99

*Please note: delivery to some areas of the Scottish Highlands, Northern Ireland, and the Isles of Scilly is charged at £9.99. Delivery to the Channel Islands is charged at £29.99.

We work with a range of trusted UK, European, and international couriers. While we always aim to meet estimated delivery times, delays can occasionally occur and delivery dates cannot be guaranteed.

Shipping outside the UK may incur additional charges, which will be calculated at checkout.

Shipping for replacement parts may also incur additional charges, which will be shown at checkout.

Collection

Travall is unable to offer on-site collections at this time.

Order Tracking

After you have placed your order we will send you a confirmation email, detailing the products you have requested. The courier we are using will also email you directly, providing you with a reference number and website link through which you can track your order and check the expected delivery time.

Please note that orders with multiple products or bundles may be sent as multiple parcels and arrive in separate shipments.

Returns

Changed your mind? You can return your order within 30 days of delivery for a refund, as long as it comes back in its original condition.

Crates

This policy covers the Small and Medium crates. Faulty crates are covered separately under our 2-year warranty. None of this affects your statutory rights.

Return window and eligibility

Register your return within 30 days of the delivery date. The product must be in its original condition, which means:

• Original packaging kept. The box, inserts, labels, comfort mat, tie-down straps and all fittings come back in good condition, and the crate could be resold at full price.
• You’ve only tried it as you would in a shop. It’s fine to assemble the product. It needs to come back in a condition we can resell as new: clean, free of hair and odour, with no chew marks or scratches.
• Disassembled and complete. Take the product apart and repack it as it arrived.
• Not in a collision. A product that has been in any crash or sudden heavy impact cannot be returned or resold, even if it looks undamaged. Its crash protection may be compromised, so stop using it and contact us.

If the product is not in original condition (scratched bars, chew marks, hair or odour, missing parts), we may make a reasonable deduction from your refund to reflect the loss in value. If we reject a return because of its condition, you pay the cost of sending it back to you.

How to return your crate

1. Register the return. Contact our customer service team with your order number and the reason for return. Register as soon as you can, as this speeds up your refund. Returns sent without registering first may not be accepted.
2. Disassemble and pack. Take the product apart following the disassembly instructions. Pack every part in the original box with its protective inserts and seal it securely. Damage caused by poor packing may reduce your refund.
3. Send it back. Drop the parcel off or hand it to the courier. Keep your proof of postage or collection until your refund arrives.
4. Get your refund. We inspect the product when it reaches our warehouse and refund you once it is approved.

Exchanges, faults and warranty

Wrong size crate? If the crate does not fit your boot or your dog, return it within 30 days and order the other size. Check the size guide and the minimum boot depth and width first. If your boot has a raised sill that stops the door opening fully, you may need the Crate Lifters rather than a different crate.

Damaged in delivery. Inspect the box and product when they arrive. Tell us within 48 hours with photos of the packaging and the damage, and we will arrange a free replacement or refund.

Faulty. Most products have a 2-year manufacturer warranty against defects in materials and workmanship. Contact us with your order number, a description of the fault and photos. We will repair, replace or refund it. The warranty does not cover wear and tear, chewing or misuse, fitting without the supplied straps, or crates involved in a collision.

Exceptions and your rights

We cannot accept a change-of-mind return for a product that shows more than reasonable trial use, has been in a collision, or is missing parts or packaging. These conditions apply to change-of-mind returns only. Your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 are not affected.

Questions about a return? Contact Travall customer service at info@travall.co.uk or 01270 306188.

Import Duty

Please be aware that orders shipped outside of the European Union will be subject to import duty. This charge varies by country and state, and is not included in the checkout price of the goods you order. Payment of any import duty will be your responsibility.