Practical answers before the next journey. For an order-specific question, contact service@girelto.com.
How do I choose the right carrier?
Start with your pet's measurements and ability to stand, turn and lie comfortably, then compare confirmed internal dimensions for the exact item. Consider carrying style, openings and ventilation. If an essential measurement or capacity is not listed, contact us before ordering. A product image or a name suggesting size is not enough to establish fit.
Are the product photos photographs of verified stock?
Our product and editorial images include AI-generated design illustrations. They communicate carrier shape, color direction and possible travel settings, rather than verifying dimensions, materials, certifications or warehouse stock. Background animals, luggage, bowls and blankets are scene props and are not included unless specifically stated. Ask for any product-specific fact that would affect your choice.
Are the carriers approved by every airline?
No universal airline approval is claimed. Requirements differ between operators, routes, aircraft and bookings, so confirm the current rules directly with your transport provider before purchasing or traveling. A soft-sided bag or mesh panel does not establish approval. These products are also not automatically crash-tested vehicle restraints or substitutes for supported restraint equipment.
Which currency does the store use?
Prices and the shipping charges described on our pages are in United States dollars. Review the final checkout summary for the merchandise, discounts, shipping and any tax collected before submitting your order. The payment options are the ones actually shown at checkout. Your own payment provider may apply account or currency conversion charges under its terms.
Where do you deliver?
Our current delivery focus is the United States, through services available for the destination entered at checkout. Do not use an inaccurate address to obtain a rate. If a special address, remote destination or territory does not receive a shipping option, contact us before ordering. Our registered company and return address in China is separate from the delivery area.
How long does an order take?
Order preparation is estimated at 5–10 business days. Standard carrier transport is estimated at 10–15 business days after dispatch, giving a combined standard planning window of 15–25 business days. Preparation and transport are separate; a label creation message is not necessarily the first carrier scan. Estimates are not guaranteed appointments for a booked departure.
What are the shipping charges?
Standard shipping costs $5.99 when the discounted merchandise subtotal is below $50, and is free when that subtotal reaches $50 or more. Expedited shipping costs $7.99 when offered. Shipping and tax do not count toward the merchandise threshold. Expedited service does not remove preparation, and we do not promise an unconfirmed expedited arrival date.
How can I follow my order?
Keep the order confirmation and use the tracking link in the dispatch message when it becomes available. Carrier scans may update in batches. If the link is missing or a shipment has gone beyond the expected transport window, email service@girelto.com with your order number and delivery postcode so the relevant stage and carrier record can be reviewed.
Can I change or cancel an order?
Email promptly with the order number and exact change or cancellation requested. We can confirm it only after checking whether preparation or dispatch can reasonably be stopped. Sending a message does not itself cancel an order. Once dispatched, the carrier's options or the return process may apply. Wait for confirmation before assuming a replacement order is necessary.
How do returns and refunds work?
Request a return within 30 days after receipt and contact us before posting. Change-of-mind items should be unused and in their original condition, and customers normally pay the return postage to the registered return address in China. We inspect received returns and process approved refunds within 10 business days, using the original payment method; bank posting time may follow.
What if my parcel is damaged or the wrong item arrives?
Keep the packaging and relevant labels, photograph the problem where practical and email the order number with a clear explanation. Do not continue using a carrier with damage affecting containment. We assess incorrect, faulty and transport-damaged items on the actual circumstances and applicable rights, and explain the appropriate remedy and return method before you send anything.
How should I introduce and care for a carrier?
Let your pet explore an open carrier in a familiar room without pressure before attempting a journey. Keep sessions calm and supervised. Inspect closures and straps before use, keep ventilation clear and never leave a pet unattended inside. Follow the exact item's care instructions; do not assume machine washing, heat drying or a cleaning chemical is suitable without confirmation.