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Real people. Every day, 9AM to 11PM EST.

Whether you're still browsing, waiting on a travel date, or holding a puppy with a question, someone who knows the process picks up. Call, text or write; we answer all three.

Open now — until 11PM EST
CallA real personCall (888) 729-8812 Text us(854) 204-8990
Open now — until 11PM EST Real people on every line. Pick your team and you're through.
Ask us anything. We've heard it before. ♡
A hand gently holding a puppy's paw
Ask us anything.
We've heard it before. ♡
Who do you need?

Tell us where you are, and we'll get you to the right person.Tell us where you are.

Amber Marchbanks, Puppy Concierge Assistant Manager
Puppy Concierge · Amber, Assistant Manager
Not sure which breed, or which puppy? Start here.

A Puppy Concierge narrows thousands of puppies to the few that fit your home: breed, budget, timing. They answer anything about a listing. No pressure.

Best way to reach them
Call or text, daily
Hours
9AM – 11PM EST, 7 days
Call a Puppy Concierge Browse puppies →
Emily Wood, Customer Concierge
Customer Concierge · Emily
You have a named advocate from reserve to arrival.

Your Customer Concierge is the person who calls, texts and emails you through the process: paperwork, travel timing, the first days home.

Best way to reach them
Reply to your Concierge, or call
Hours
9AM – 11PM EST, 7 days
Call (888) 729-8812 Open your PetPay account →
Shannon, Travel Concierge
Travel Concierge
Flights, drivers, nannies, and the after-hours line.

Your Travel Concierge books and tracks the trip and rebooks if weather intervenes. On travel day itself, don't wait on email.

Best way to reach them
Call. After hours 854-800-2400
Hours
Mon–Fri 8AM – 5PM EST · travel-day line after hours
Call the travel-day line How puppy travel works →
Joey Walsh, Health Guarantee Claims Manager
Health First · Joey, Claims Manager
Questions about the pre-travel exam or the Health Guarantee.

Health First is the team behind every puppy's licensed-vet exam before travel, and the people who help with a Health Guarantee question after your puppy is home.

Best way to reach them
Call or email
Hours
9AM – 11PM EST, 7 days
Call (888) 729-8812 The Health Guarantee →
Breeder relations
Breeder relations
Interested in joining the network, or already listed?

New breeders start with the interest form; every applicant is screened before a single puppy is listed. Existing breeders log in to manage listings and payouts.

Best way to reach them
Interest form or breeder login
Hours
Reviewed by breeder relations
Breeder interest form Breeder login →
Tina Bailey, Administrative Manager
Support · Tina, Administrative Manager
Press, partnerships, feedback, a review you want to talk about.

Everything else lands with support and gets routed to the right team. If it's about a possible scam using our name, tell us right away.

Best way to reach them
Email support@pawrade.com
Hours
9AM – 11PM EST, 7 days
Email support Fighting puppy scams →

Never pay anyone who contacts you claiming to be Pawrade outside PetPay. Our only numbers are (888) 729-8812 and, for after-hours travel days, 854-800-2400; our only email domain is @pawrade.com.Our only numbers are (888) 729-8812 and, after hours on travel days, 854-800-2400. Our only email domain is @pawrade.com. Never pay outside PetPay. How to spot a scamSpot a scam →

Send a message
We read every message, daily 9AM–11PM EST.
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Lets us pull up your puppy before we reply.
Urgent and it's travel day? Don't wait on email. Call (888) 729-8812, or after hours 854-800-2400.
Who picks up

A few of the people on the other end of the line.

Four teams, one number. These are some of the faces behind it.

Meet the whole teamTeam →
Pam, Puppy Concierge at Pawrade
Puppy Concierge
Pam

Matches breed, budget and timing to your home before you reserve.

Carli, Customer Concierge at Pawrade
Customer Concierge
Carli

Your named advocate from reserve to arrival: phone, text or email.

Ashlae, Health First at Pawrade
Health First
Ashlae

Behind every puppy's licensed-vet exam before travel, and your Health Guarantee questions after.

Shannon, Travel Concierge at Pawrade
Travel Concierge
Shannon

Books the trip, tracks it, and rebooks when weather says so.

What to expect

Honest hours. The right person for each question.

Here's who handles what, and when they're available.

Puppy first, every step of the way. ♡
Calls

Daily 9AM–11PM EST. A short menu routes you to the right team, then a real person.

Texts

Same number, same hours. Send it any time; we pick it up when we open.

Email

support@pawrade.com. The only domain we send from is @pawrade.com.

Travel day

Travel Department Mon–Fri 8AM–5PM EST. After hours on travel day, call 854-800-2400.

Health or guarantee questions

Health First handles them. If your puppy is home and unwell, your vet first, then us.

Scam reports

If someone contacts you claiming to be Pawrade outside PetPay, call us. We want to know.

Before you call

The things people ask us first.

How do I reserve a puppy?
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Find the puppy, tap Reserve, and pay through PetPay: card, Apple Pay, Google Pay or Klarna in four payments. The breeder isn't paid out until your puppy is delivered. Before a breeder can say yes, they'll read your short New Puppy Questionnaire (about five minutes, once).
Browse available puppies →
Yes. That's what the Puppy Concierge is for. Call or text daily 9AM–11PM EST and a real person will help you narrow breeds, compare puppies and ask the breeder questions through Pawrade. No pressure, no script.
See how our process works →
Five ways: local pickup, a breeder meet-up, Pampered Ground to your door, Standard Air to your airport, or an Airpanion flight nanny in the cabin. You choose after you reserve; your Travel Concierge recommends the right one for the breed and route.
Puppy travel options →
Typically one to three weeks after you reserve. Travel is booked in advance while the breeder schedules the pre-travel vet exam. Toy breeds wait until 2 lb or 12 weeks. Your Concierge gives you real dates.
What happens after you reserve →
If they asked you to pay by wire, gift card, Zelle or Cash App, it isn't us. Every Pawrade payment runs through PetPay. Our only numbers are (888) 729-8812 and 854-800-2400; our only email domain is @pawrade.com. Call us and we'll confirm.
Fighting puppy scams →
Full Pawrade FAQ →
Who you're talking to

Pet Media, Inc., Pawrade's parent company, on the record since 2003.

Other ways in
FAQ→ Your PetPay account→ Blog & guides→ Breeders: apply to Pawrade→ Official social channels→

Not sure which puppy, or whether a puppy? Start with a call.

A Puppy Concierge will narrow thousands of puppies to the few that fit your home. No pressure, no script.

Pet Media, Inc. · since 2003 · Inc. 5000 #2 Consumer Services · 4.7 Trustpilot

Call (888) 729-8812 Browse puppies
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