Shipping
Where do orders ship from?
Our fulfillment partner's warehouse overseas. That's the honest answer, and it's the reason a cooling mat that runs $60–$80 in a pet store costs $34.99 here. Duties and customs are already handled — you will never get a bill at your door.
How fast will I get it?
Orders are processed in 1–2 business days and arrive in 7–12 business days after that. Most orders land closer to the front of that window. If you need something for a heat wave that starts tomorrow, we would rather tell you now than have it show up late.
What does shipping cost?
$4.99 flat rate anywhere in the US. Free on orders over $50.
Do you ship outside the US?
Not yet. US addresses only.
How do I track my order?
You'll get a tracking link by email as soon as your parcel leaves the warehouse. Tracking can take 2–4 days to start showing scans while the parcel is in transit — that's normal and doesn't mean it's lost.
What if it never arrives?
If tracking hasn't moved in 20 business days, email us. We'll refund you or send a fresh one, your choice, with no argument.
Returns & guarantee
Do I have to ship anything back?
No. Our gear comes from overseas, so return postage would cost more than the item and it would only be thrown away at the other end. We refund or replace without a return. If you'd rather it went to good use, pass it to a friend, a neighbour, or your local animal shelter.
What's your return policy?
30 days from delivery, any reason. Tell us what happened and pick a full refund or a free swap to a different size. No label to print, no postage to pay, no restocking fee.
What if it arrives damaged or you sent the wrong thing?
Email us a photo within 14 days of delivery. We'll ship a replacement free or refund you in full, whichever you prefer, and you keep the original. Please don't throw it out until we've confirmed, in case we need one more photo.
How long does a refund take?
Back to your original payment method, usually 5–10 business days after we approve it.
Can I cancel?
Message us within a few hours of ordering and we'll almost always catch it before the warehouse picks it. Once it ships, it becomes a return under the rules above.
The cooling mat
Does it need a freezer or water?
No. It's ice-silk fabric that pulls heat away on contact, activated by your pet's own body weight. Freezing it isn't necessary or recommended.
How long does it stay cool?
Hours of normal napping. Give it 15–20 minutes with nobody on it and it resets itself.
Does it work for cats?
Very well. Cats tend to find it before you finish unrolling it.
What size should I get?
Small fits pets up to about 20 lb, Medium covers 20–50 lb, Large is for anything over 50 lb. When you're between sizes, go up — pets sprawl when they're hot. If you get it wrong, we'll swap the size free.
Can I put it in the washing machine?
Yes. Cold, gentle, air dry. Skip the dryer.
The Sip & Go bottle
How does the water not spill?
Press the button and the tray fills. Let go and whatever your dog didn't drink drains back into the bottle. Nothing on your shoes.
Will it leak in a bag?
No. The key lock seals it shut for a backpack, a purse, or a car door pocket.
Which size?
350ml for daily walks and small dogs. 550ml for hikes, road trips, and big drinkers.
Is it dishwasher safe?
Top rack only. It's food-grade, BPA-free plastic.
Orders & payment
Is checkout secure?
Yes. Payment is handled by Shopify's encrypted checkout — we never see or store your card details.
How do I reach a human?
Email dannysk777+store@gmail.com or use the contact page. We answer every message, usually within one business day.