We make it easy! Simply request a quote and we’ll source the best pricing, then send you an itemised breakdown to forward to your Toll case manager. Once approved, we’ll lock it all in and send your confirmation itinerary and invoice. 

For a full step-by-step guide, check out our How it Works page. 

No deposit required! We don’t take any payment upfront, so you won’t be out of pocket while waiting for Toll approval or reimbursements. 

We have a great track record for having even the most complex scenarios fully approved.

Provided travel falls within your entitled dates (normally pre-pack to downlift) and location and are considered reasonable - it is usually easy.

Doing something different? We can also work with you to provide comparative quotes for something a bit different regarding dates and locations.

Be sure to check with PACMAN, your Toll Case Manager, or us, to understand what’s covered in your specific move.

We’ll ask for a few basic details: 

• Your pet’s name, breed, age, and weight 

• Preferred or approximate travel dates 

• Pickup and delivery suburbs or cities (exact addresses can come later) 

• Any health concerns or special needs 

This can all be collected by submitted a quote enquiry using our online quote form.  

Totally fine! Just give us a general location or base/posting area and we’ll lock in the booking. You can update the details once you’ve got your new address.

We know dates aren’t always set in stone. If your dates shift, just let us know — we’ll adjust the booking and invoice. 

Let us know early! Many pets with mild conditions can still travel, especially if they’ve recently been checked by a vet. In most cases, medication can be administered during transit — we just ask that you speak with your vet beforehand and pass on any relevant instructions or dosage details to us. Clear communication helps us make sure your pet stays safe and comfortable throughout the journey.

Pets must be at least 8 weeks old to fly. For those under 12 weeks or over 12 years, a Fit to Fly certificate from your vet will be needed to ensure they’re good to go.

• You can book it all in now, otherwise, we recommend;

• Standard periods: 2–4 weeks before your preferred travel date. 

• Peak times (Christmas, Easter, posting season): Book at least 6–8 weeks in advance to avoid missing out. The earlier you book, the more options we can offer.  

• We can still accomodate 1-2 days notice—there are just less options.

The basic checklist includes: 

• Up-to-date vaccination records (if boarding)

• Microchip details 

• Vet health certificate (if applicable)

Required documents vary depending on your pet and travel details — we’ll confirm exactly what’s needed once your booking is underway.  

All pets must travel in an IATA-compliant crate. These are sturdy, airline-approved, and designed for safety and comfort. Your pet should be able to stand, turn around, and lie down inside.  

Already have one? We’re happy to check it for compliance! Just send us through a photo.  

Toys, bedding, and food bowls are unfortunately a no-go for safety reasons. A small towel or worn t-shirt (that smells like home!) is often allowed — just avoid anything sentimental in case it gets soiled during the journey.

Airlines do not permit sedation as it can be risky at altitude. If your pet is particularly anxious, chat with your vet about safe calming solutions.

We most commonly transport cats and dogs but other pets such as birds, rabbits, reptiles are welcome too. If your pet is exotic or extra-large, special permits or planning might be needed — but we’re here to help you navigate it all.

Airlines have special rules for flat-faced breeds like French Bulldogs, Pugs, and Persian cats due to their breathing and temperature regulation issues. They can fly, but extra vet checks and approvals are required. We’ll outline everything clearly in your quote so you know what’s involved.

We offer flexible transport options to suit your needs that are covered by Defence. Choose from: 

• Door-to-Door: We collect your pet from home and deliver them safely to your new address at the end of your booking. 

• Airport-to-Airport: You (or a loved one) handle drop-off and pick-up at the airport. 

• Door-to-Airport / Airport-to-Door: A combination option, tailored to your travel plans. 

Whether you want full service or a bit of flexibility, we’ve got you covered. 

Your pet will fly in a climate-controlled, pressurised cargo hold. It’s kept around 18°C, dimly lit, and designed to be as stress-free as possible. 

Yes, often you can travel on the same commercial flight as your pet. Keep in mind that not all airlines or flights accept pets, and available spots are limited. It’s a good idea to book your pet’s flight before securing your own ticket. If you have a preferred flight in mind, just let us know and we’ll do our best to accommodate it.

• Before: Your pet checks in around 60–90 minutes prior to take-off and waits in a secure holding area with trained airline staff. 

• During: They travel in their comfortable airline-approved crate in the cargo hold. 

• After: They’re offloaded quickly and reunited with you or transferred for their next journey.  

We recommend not feeding your pet for at least 8 hours before take-off. A full stomach can lead to motion sickness or accidents in the crate, which might cause delays with their flight.

Your pet can travel with a small blanket/towel/tshirt or absorbent bedding inside the crate. For safety reasons, airlines don't allow loose items such as toys, leads, collars, harnesses, or bulky bedding to travel inside the crate.

All pets must be up to date with their annual vaccinations at the time they enter boarding - C5 for dogs and F3 for cats.

If a pets vaccination has lapsed or expired, they will need to be vaccinated at least 14 days prior to the boarding start date.

If a pets annual vaccination is due to expire during their boarding stay, a booster vaccination is required to ensure it does not lapse while they are with us. This booster can be given before boarding and does not need to be administered 14 days in advance, as it is a continuation of existing coverage.

No, all our facilities provide premium dry food.

If your pets require specific food (medical/allergies) then just let us know and we can accommodate. Most facilities do charge a small fee for this service but it should be reimbursed by Toll if medically necessary (a letter from your vet would suffice)

Generally family pets will be housed together where possible (space pending), unless otherwise specified in writing such as an email or the social behaviour on our online submission form

Most facilities do request this. They will generally rely on an honesty system but may require evidence (photo of packet/receipt).

They will however require vaccinations to be up to date and proof of this. If not currently vaccinated, then a new vaccine can take 2 weeks to work, so will require to be administered at least 2 weeks before boarding

For most pets, visits can actually be stressful. They may get excited to see you, then feel upset when you leave, which can affect their eating, behaviour, or adjustment. Many facilities recommend limiting visits so your pet can settle into their routine more comfortably.

Reach out to us directly, via email or phone call and we’ll arrange the booking update!

Our facilities contact us both immediately if there are any concerns, so you’ll always be informed when it matters.

For occasional updates or photos, we can check what’s possible, but the priority is always on your pet’s care. Our approach is “no news is good news”—if everything’s fine, they’re happy and settled.