How to Choose a Pet Transporter
Searching 'pet transport company' returns dozens of options and a lot of variation in quality. Here are the ten questions I'd ask any transporter before paying a deposit, including when the answer should worry you.
The ten questions
1. Is this a dedicated vehicle or a shared-van route?
Shared-van operators load many pets from different clients into one vehicle and drive a fixed route. Cheaper per pet, but your animal is with strangers' pets the whole way. Dedicated vehicle means only your pets. Ask directly and get the answer in writing.
Worrying answer:"We don't discuss our route details."
2. Will I get real-time updates during the trip?
Photos, location pings, text messages. You should know roughly where your pet is at any time during the trip. Operators who refuse updates are hiding something.
Worrying answer:"We'll call when we arrive."
3. Can we do a video call before I book?
Every reputable operator will agree to a video call. You should see their face, see the vehicle, and hear their voice. If they refuse, walk away.
Worrying answer:"We're too busy for calls; just book online."
4. What insurance do you carry, and what does it actually cover?
There is no federal licence or certification for pet transporters in Canada, so insurance and knowledge are what separate a professional from a person with a van. Ask for the commercial vehicle policy, ask whether it covers the animals in the vehicle or only the vehicle itself, and ask for the certificate in writing.
Then ask them to explain their obligations under Part XII of the Health of Animals Regulations, which is the rule set that actually governs this work. A real operator can talk through assessing whether an animal is fit to travel, their written contingency plan, how often they monitor the animals, and the feed, water and rest records they keep for every trip. Ask about border crossing experience on your specific route, not crossings in general, and ask for references from breeders or rescues they move for regularly.
Worrying answer:"We're fully licensed and certified." No such federal licence exists, so that answer means they either do not know the rules or are hoping you don't.
5. Which customs brokers do you work with?
For cross-border trips, ask by name. Reputable transporters have long-standing relationships with specific brokers. "We'll find one" is not an answer.
Our brokers: RNR International (Canadian side) and OmegaCHB (US side).
6. How do you handle medical emergencies in transit?
Real operators have first aid supplies, know the nearest 24-hour vet along every route, and have a communication protocol with the client if anything goes wrong.
Worrying answer:"We've never had an emergency" (they're either new or not being honest).
7. What's in the contract?
Ask for a written service agreement. It should cover fees, deposit and cancellation terms, liability limits, paperwork responsibility, and governing law. If there's no contract, there's no professional relationship.
See our service agreement as an example.
8. How long have you been doing this?
Experience matters in this work because of the sheer number of edge cases: border delays, weather reroutes, sick pets in transit, paperwork issues. A two-year operator has seen enough to handle most. A six-month operator hasn't yet.
We've been running pet transport since October 2020.
9. Do you have reviews I can verify?
Google Business reviews with real names are the hardest to fake. Facebook reviews help. Referrals from breeders you already trust are the strongest signal. Ask for references if the operator doesn't have a public review profile.
10. What's your deposit policy?
$150-$300 is typical. Non-refundable deposits protect the operator from clients who book and bail. Ours is $200 CAD non-refundable, applied to the final invoice. Full policy. Operators asking for 50% upfront or the whole trip cost are either new or cash-flow-stressed; either way, it's a risk.
Red flags to walk away from
- No physical business address or cell-phone-only contact with no landline option
- Dramatic price difference from other quotes (either direction)
- Unwillingness to put anything in writing
- No customs broker relationships for cross-border work
- Pressure to book immediately without questions
- Promises that sound too good (no delays ever, no weather issues, guaranteed arrival time to the minute)
Green flags
- Specific answers to specific questions
- Named customs brokers they've worked with repeatedly
- Real breeders or rescues as references
- Willingness to do a video call before booking
- Written service agreement
- Reasonable deposit, clear terms
Ask us anything
Every question above we're happy to answer on a video call. Get in touch or request a quote and we'll set up a call.
FAQs
Is a bigger company always better?
No. Large pet transport companies often run shared-van routes where your pet rides with 6-12 other animals. Smaller operators are more likely to run dedicated vehicles and communicate directly. Size and quality aren't the same thing.
How do I know a transporter is legit?
Commercial vehicle insurance, and a straight answer about what it does and does not cover, real customs broker relationships, border crossing records, verifiable business address, consistent online reviews with real names and photos, and willingness to do a video call before you book.
What's a fair deposit?
$150-$300 is typical for professional operators. Anyone asking for the full trip cost upfront is a red flag. Anyone not taking a deposit at all is either very new or not running a real business; deposits protect both sides.
Ready for a quote?
Tell us the route, the pet, and the date. We'll come back with a price within 24 hours.