Frequently Asked Questions

The PawVoyage Explorer carrier measures approximately 46 × 28 × 28 cm. Measure your pet before ordering and allow enough room for them to sit, turn and settle comfortably.

It is designed for cats and small dogs. Suitability depends on your individual pet's length, height, build, weight distribution and temperament rather than breed alone.

Measure your pet from the base of the tail to the chest or nose for body length, and from the floor to the top of the head or ears for standing height. Compare those measurements with the carrier dimensions and make sure your pet can sit and turn comfortably. See our Size Guide.

Yes. The Explorer uses expandable mesh sections to create additional resting space when the carrier is placed securely on a stable surface.

The product is designed with multiple expandable mesh panels. Keep all expandable panels fully closed and secured whenever you lift or carry the carrier.

Yes. The design can be collapsed for easier storage when it is not in use. Make sure the structure is fully set up and secured again before placing your pet inside.

Yes. Mesh panels are used around the carrier to support airflow and visibility.

The current product design includes an internal safety-leash attachment. Always attach it to a suitable harness rather than directly to a collar, and supervise your pet appropriately.

Yes. The comfort mat is removable for easier cleaning and maintenance.

Remove loose hair and debris first. Wipe the carrier with a soft damp cloth and mild pet-safe cleaning solution, then allow it to dry completely before storage or use. Clean the removable mat according to its care instructions and avoid harsh chemicals that could leave irritating residue.

It can be used for car travel when positioned securely and in accordance with applicable road-safety guidance. Do not place the expanded carrier where it can move around the vehicle, and never leave a pet unattended in a vehicle where conditions may become unsafe.

Many rail operators allow pets subject to their own rules. Check the operator's current pet policy before travelling and keep your pet safely contained where required.

Airline requirements differ by airline, aircraft, route and whether a pet travels in the cabin or another approved area. PawVoyage does not claim universal airline approval. Always confirm the exact carrier dimensions and current pet-travel requirements directly with your airline before booking or travelling.

After checkout, you should receive an order-confirmation email at the address used for your purchase. Check your spam or junk folder if it does not appear.

Contact us as quickly as possible with your order number. We will try to change the colour before fulfilment begins, but changes cannot be guaranteed once the order is being processed or has been dispatched.

Contact us promptly. If the order has not entered fulfilment, we will try to stop it. If it has already been dispatched, you may need to follow the returns process. Applicable statutory cancellation rights remain unaffected.

Contact customer care immediately with your order number and the correct address. We will try to update it before dispatch, but we cannot guarantee changes after fulfilment has started or the parcel has been handed to the carrier.

The storefront is currently focused on UK delivery. The destinations and delivery services actually available to your address are shown at checkout.

Orders are normally processed within 1–2 business days and UK orders typically arrive within 4–7 business days after dispatch. These are estimates and may be affected by public holidays, severe weather, carrier disruption or unusually busy periods.

Yes. UK orders are sent using a tracked delivery service where shown on the storefront and at checkout.

Open the shipping-confirmation email sent after dispatch and select the secure carrier tracking link. You can also visit Track My Order for step-by-step help.

The first carrier scan can take several hours and occasionally longer during busy periods. Check again later. If there is still no movement after a reasonable period, contact us with your order number and checkout email.

Check around the delivery location, safe places, reception areas and with other members of your household or neighbours where appropriate. Confirm the delivery address on your order. If the parcel still cannot be located, contact us with your order number so we can help investigate.

Eligible orders can be returned under applicable statutory cancellation rights and our additional 30-day PawVoyage return guarantee. See the Refund Policy for full details.

Email pawwvoyage@gmail.com or use the Contact Us page. Include your order number and reason for the return, then wait for return instructions before sending the parcel.

Approved refunds are returned to the original payment method. For statutory cancellations involving returned goods, we process the refund within the legally required timeframe after the goods are returned or evidence of return is provided. Your bank or payment provider may take additional time to display the credit.

Contact us promptly with your order number and details of the issue. Clear photographs can help us investigate quickly. We will provide the appropriate remedy and your statutory rights remain unaffected.

It is an additional store return benefit for eligible orders and is separate from your statutory consumer rights. Read the 30-Day Guarantee page for the conditions.