Frequently asked questions
About Customer Service
How do I track my order?
You can just click on Track Your Order at the bottom, or drop us a message with your tracking number to check your order status.
How long will my product take to get here?
Please take note that, during this period, delivery may be delayed about 2-3 weeks according to CDC & local shipping policy.
The processing time for orders is 1-3 business days. Packages will be shipped out the next day after they're processed. Once the shipment is already loaded on the plane, estimated delivery is 5-8 days for the United States, and 7-10 days for other countries.
How do I change or cancel my order?
In the event you wish to change/cancel your order, please contact us within 24 hours upon confirmation of order at firstname.lastname@example.org. Please be advised that any cancellations after 24 hours upon approval of order will no longer be allowed and will not be entertain.
*Please note that any orders that have already been packed or shipped cannot be canceled.
How do I return an item?
We do not accept returns because of the specialty of pet products. (Unwrapped and used pet products are ineligible for resale.)
If you are not happy with your purchase, please contact us within 24 hours from receiving your package with your order number, reason and photo proof. Our customer service team will review the request and arrange a replacement right away or issue a refund.
Will I be charged with customs and taxes if I live outside of U.S?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.
I need my order fast, do you guys provide expedited shipping?
Currently we do not offer expedited shipping.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of the returned item or cancellation request.
If you haven't received a credit for your return yet, here's what to do: send us an email at email@example.com
Where do you ship from?
We have multiple warehouses in U.S and we ship from the warehouse that is the nearest to you. Our products are nicely shipped with quality packaging to ensure they don't get damaged in the mail.
How do I contact Customer Service?
If you have any questions, please don't hesitate to drop us a message at email: firstname.lastname@example.org.
You can also call us at: +852 5484 5167. Please note that international calling fees may be applied.
I received a defective product, what do I do?
If you received a defective product, please email us with your order number / the name used when you place the order and photos of the defects to email@example.com. We will issue a refund or arrange for a replacement bed immediately after confirming the defects.
About Our Product
What are your calming beds made of?
Our product is made of cotton materials - PP cotton covered with long stapled cotton and based with non-woven fabric (Nylon). This type of material is paw-proved to be pressure-relieving for pets.
Are your products chew-proof?
Since our product is mainly made of cotton, it may not be the best choice for dogs who like to chew. If you're looking for something for chewers, we would recommend you to go for heavy-duty beds with durable covers (eg. microfiber).
Why the product I received is not as fluffy as expected?
All products are vacuum-pumped when they come out. Once you open up the package, we would recommend you to shake the pet bed and let it sit for a while, and it will slowly return to its plushy form.
How do I properly wash a bed?
All of our pet beds are machine washable. Just remember it is very important that the bed is dried fully in the drying machine after washing. DO NOT leave the bed to air dry, as this will lead to tangling and napping of the fur.