Our Commitment to Pet Safety

All transporters who create an account must go through identity and background verification.  Any additional drivers operating under the same account should be reported to our support team and complete a background check, in accordance with our Account Management Policy.

In addition, all transporter applications are manually reviewed by our support team and subject to ongoing monitoring once active on the platform.

To learn more about our vetting process, please visit our Transporter Verification.

The USDA (U.S. Department of Agriculture) regulates certain types of commercial animal transportation under the Animal Welfare Act, which establishes standards related to the humane handling and transport of animals.

Some transporters may be subject to USDA registration requirements depending on their operations. CitizenShipper provides informational resources but does not determine or enforce regulatory compliance. Specifically:

• CitizenShipper does not enforce USDA registration
• Transporters are encouraged to review and comply with applicable federal and state laws
• Transporters may choose to display USDA registration for added transparency

Our focus is on helping customers and transporters make informed decisions.

CitizenShipper offers a free Pet Protection Plan for eligible pet shipments booked through our platform. This plan is not pet insurance and provides limited coverage for illness, injury, theft, loss, or death that may occur during transport.

Eligible cases may be reimbursed up to $1,000 per incident, with optional upgraded plans available for higher coverage limits. Coverage applies from pickup through final delivery.

For full details, please review the Pet Protection Plan FAQ and Terms & Conditions or contact our support team.

While issues during transport are rare, your peace of mind is important to us. Our Customer Support team is available 7 days a week to help address concerns and assist however we can. You can reach us anytime at support@citizenshipper.com.

If there is an urgent or emergency situation involving your pet’s health or safety, we recommend contacting a qualified professional, such as a licensed veterinarian or local authorities, immediately.

Customers may obtain a health certificate, also known as a Certificate of Veterinary Inspection (CVI), within 10 days of travel. This documentation is required by most states for interstate transport and confirms that your pet is healthy enough to travel.

We also recommend clearly communicating important details with your transporter ahead of time, including:

• Feeding schedules
• Medications
• Temperament or behavioral considerations
• Any special needs

Transporters on our platform operate as independent contractors, so payment arrangements are made directly between you and the transporter. Accepted payment methods should be clearly communicated before you accept a bid.

Some transporters, particularly for longer trips, may request a partial upfront payment to help cover expenses such as fuel or lodging. We strongly recommend confirming all payment terms before accepting a bid and using secure, traceable payment methods whenever possible.

In addition to the driver’s payment, CitizenShipper charges a separate booking fee. Booking fees vary by shipment category. You can view detailed fee charts in our Help Center:
What is CitizenShipper’s booking fee, and how much does it cost?

The best way to get in touch with our support team is to contact us at our support email, support@citizenshipper.com, which we monitor seven days a week. 

While we do not currently operate a call center, you can contact us for phone support at +1 (520) 473 8452

Leave a message that includes your name, email address, and phone number, and a member of our support staff will follow up with you via email within one business day. 

CitizenShipper provides tools, verification processes, and educational resources designed to help reduce the risk of scams on the platform. These include identity verification steps and monitoring processes intended to help identify potentially suspicious activity.

Outside the platform, some scams falsely claim to ship pets using the CitizenShipper name. These individuals are not affiliated with us. Official communications from CitizenShipper will only come from email addresses ending in @citizenshipper.com, @citizenshipper.email, or @citizenshipper.tips.

If you receive a message or payment request that seems suspicious, we encourage you to contact support@citizenshipper.com before sending any money. You can also review our Help Center article on How to spot an online pet scam. 

No. Transporters are independent contractors who use the CitizenShipper marketplace. CitizenShipper does not directly provide transportation services or supervise transports.

Yes. You can communicate with transporters through our secure, on-site messaging system before booking. This allows you to ask questions, discuss details, and determine whether a transporter is the right fit.

For safety and security reasons, personal contact information, such as phone numbers, email addresses, physical addresses, or social media accounts, cannot be exchanged until a bid is accepted. This policy helps protect both customers and transporters.