Customer Care

PUPPY AGENTS

When to Contact


  • Schedule a time to pick up your puppy
  • Ask questions about how-to adopt a puppy
  • Get additional info about a puppy of interest
  • Discuss details about your order
  • Add options to your order
  • Ask about financing options

OUR ADDRESS

13298 Miller Rd NW

Johnstown, OH 43031

(by appointment only)

CUSTOMER CARE

When to Contact


  • Ask flight related questions
  • Return one of our check calls
  • Ask feeding & care questions
  • Ask any questions after receiving your puppy

Puppy health emergency

(Available 24/7)

Please only call this number,
regarding urgent health concerns.

Shipping Your Puppy

How to track your puppy's flight

You will find your puppy's flight information in an email from us with subject "Puppy's Flight Info & Care Guide".
Below you will find links to track your puppy's flight and to look up your cargo facility's location.
Make sure you track your puppy's flight prior to leaving the airport in case of a delay / change.
Typically your puppy will be ready for pick up about 30-45 minutes after their arrival time.

If tracking # begins with

006-xxxxxxxx

your puppy is flying via
If tracking # begins with

001-xxxxxxxx

your puppy is flying via
If tracking # begins with

016-xxxxxxxx

your puppy is flying via

***From May 1st/ Sept 31st there will be cities that the only shipping option you may chose is VIP as these airports are restricted due to temperatures. The airports include but are not limited to LAS, PHX, TUS, ELP, PSP. If you live in a city that stays above 85 degrees past 10 PM please consult our team to ensure you select the correct shipping method.***

Not every airport has cargo and may require you to pick up your puppy at the baggage terminal or a specific location other than cargo. If there is ever a question regarding pick up location please call your airlines cargo customer service number and they can give your specific details on your pick up location.
Pick up location can vary based on time as well; if your puppy is arriving late it is always a good idea to call cargo customer service and verify pick up location. For American Airlines if you see both cargo and priority parcel service as options; go to Priority Parcel Service address.

About your puppy's flight

Your puppy will be flown in an Airline-Approved Pet Carrier (with food & water) and always in a temperature controlled pressurized cabin on the plane. We recommend getting the optional Comfy travel Package (includes a soft bed and toy) to ensure your puppy's flight is first class-comfort!

Once we receive notification that you have completed the adoption process, we will coordinate the best time and date to fly your puppy to your nearest major airport. You will receive an email with your puppy's flight details and our Puppy Care Guide. You will pick up your puppy at the cargo service area of your puppy's destination airport.

With industry-leading services, the airlines we use provides safe transport of your puppy. Their programs address the special needs of your puppy by providing a comfortable traveling experience for your puppy through temperature-controlled vans and holding areas to prevent exposure to extreme heat or cold temperatures, unparalleled customer service from a dedicated team of professionals who help ensure a seamless journey for your pups, and specially trained ground handles for personalized care on the go.

Shipping options & Flight requests

Here's the shipping options, and what type of flight requests we accept with each option.
Please contact our Customer Care team if you would like to upgrade your shipping options and make a special request.

Basic

$295

Puppy receives first available day and flight we can find after all Priority & VIP pups have been booked. You cannot choose the day of your puppy's flight. If you want some flexibility on the arrival day, please choose Priority. If you have already placed your order, you can upgrade to Priority. Call our Customer Care line to upgrade. NOTE: If you request a change in your puppy's flight, a fee of $100 will be charged to upgrade to Priority.

Priority

$395

Puppy receives first available flight and takes priority over basic shipping. Customer is able to change the day of flight to one of our other flight days to accommodate schedule. This does not mean we will hold the dog for an extra length of time, it simply means we will accommodate to your schedule as well as possible and you will have more options.

VIP

$795

Your puppy will have a personal concierge through the entire process. Customer will have a direct contact with their puppy concierge. Your puppy can fly on any day, and we will attempt to accommodate customers timing requests as best as possible. We will attempt to fly the puppy on a direct flight if available. With VIP service, your puppy is transported to the airport by itself with no other pups, receiving full attention of their appointed concierge

Only Instructed By Us

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