Frequently Asked Questions

We're available Monday through Friday, 9am to 5pm Hawaii (Aloha) time. You can reach us at 808-489-6100 or email info@pcsmypet.com.

We recommend booking at least 4–6 weeks before your travel date, especially for Hawaii-bound shipments. The CVI and rabies documentation have strict timing requirements, so early booking gives us time to guide you through the process without rushing. Contact us as soon as you have a travel date in mind.

Requirements vary by route. For Hawaii shipments, your pet typically needs current rabies vaccination records, a microchip, and a Certificate of Veterinary Inspection (CVI) issued by a licensed vet. We walk you through every document step by step and flag any deadlines so nothing gets missed. Reach out early and we'll send you a personalized checklist.

We watch the forecast at the departure airport about 10 days out, so if heat or cold is going to be a problem we flag it to you early — that way you can shift to a cooler day in the summer or a warmer day in the winter, or proceed with a plan B in place. Our goal is to catch it ahead, not at the counter.

If something we can't see coming happens day-of, like a mechanical issue, your pet stays at the cargo facility and we re-check them in for the next flight out. If that flight is later the same day, it's usually about a one-hour wait between check-ins.

If your pet has to stay back to a later day, we'll quote you the cost to board them until the next available flight, OR you can have a friend, colleague, or family member you've named pick them up and bring them back when the airline is ready. The airline can only release your pet to you or someone you've authorized in writing.

Yes. Once your pet is in the air, we monitor the flight on our end. If the trip includes a ground transport leg, the driver will be in direct contact with you — stops are every four hours for potty breaks and walks, and the driver takes pics and videos at each stop to send out as updates so you can see how your pet is doing along the way. We stay looped in too, so anything that comes up gets handled between us and the driver.

Several things help. Start kennel acclimation now — leave the kennel open at home, feed meals inside it, and let your pet nap in it so it feels like a familiar den by travel day. On travel day, place an unwashed t-shirt or pillowcase that smells like you inside the kennel. A long walk or play session before drop-off helps burn anxious energy. A few hard rules from the airlines: no sedation (every IATA airline prohibits sedated pets in cargo — it's dangerous at altitude and the airline can refuse to load a groggy pet) and no vests, harnesses, collars, or leashes inside the kennel (pets must travel "unattired"). Your vet can recommend airline-safe options like Adaptil pheromone spray or natural calming chews; if they suggest Trazodone or Gabapentin, ask specifically whether the dose is sedating or sub-sedating. Call us at 808-489-6100 if you'd like to talk through your pet's specific situation.