Frequently Asked Questions
What is your return policy? Do you offer a product warranty?
Keeping your pet happy is our goal, so we try to make returns easy.
We accept returns for all products in new condition within 30 days of purchase. For items that are defective or shipped in the wrong size, we completely handle the return/exchange process at our expense.
Plus, we offer a limited manufacturer's warranty on all of our products. This warranty guarantees that your item will be free of defects and workmanship for a period of time (varies based by product) following your purchase.
Click here to learn more about our return and warranty policies.
What is your shipping policy?
All orders are shipped from our Green Pet warehouse located in California. We process and ship all orders within 2-3 business days.
We partner with multiple carriers to provide the best shipping options for our customers. Delivery times typically range from 3-5 business days, depending on your location.
Before placing your order, please take a moment to carefully review all shipping details. Once your order is placed, we cannot guarantee that any changes can be made—especially after it has been shipped. While we’ll always do our best to help, it is ultimately the customer’s responsibility to enter the correct address and contact information at checkout. Please double check everything before proceeding to payment. We appreciate your understanding—and your attention to detail helps us get your order to you as smoothly as possible!
Shipping rates are generally $7.99 or $9.99 for most orders, with a reduced rate of $5.99 for lighter items.
*Orders totaling $75 or more qualify for free shipping within the U.S., excluding Hawaii and Alaska. The discount will be automatically applied at checkout.
For customers in Hawaii and Alaska, shipping costs are calculated based on the weight of the products. Shipping charges will be determined during checkout.
Can I cancel my order?
If you are attempting to cancel your order due to a promo code error, please reach out to customerservice@thegreenpetshop.com for a price adjustment instead of placing a new order.
If you still need to cancel your order, please send an email with the subject "CANCEL ORDER" to orders@thegreenpetshop.com within one hour of placing your order. We will make our best effort to honor your request, but cancellations are not guaranteed—especially for orders placed outside of regular business hours (Monday–Friday, 9 AM–5 PM CT), including evenings, weekends, and holidays. Once an order has been processed or shipped, it can no longer be canceled.
Click here to learn more about our shipping policy.
Where is my package and when can I expect it to ship?
Our team is working hard to process orders as quickly as possible and make sure our warehouse can send them out on time. All orders are going out as quickly as we can send them. We appreciate your patience and understanding.
Can I add an item to my order after it's been submitted?
Unfortunately, our system does not allow us to add items once an order has already been placed. If you would like to add an item to your order, please reach out and a team member will reach out to help you through that process.
What happens if my package arrived with missing items?
We're sorry about this! If you are missing products, please reach out to our customer service team and a team member will research if the products were shipped separately. iIf they weren't shipped, we will make sure to have them sent out immediately.
What happens if my package says it was delivered, but I can't find it?
Unfortunately, once a package has left our warehouse it is out of our control. We encourage you to contact the carrier which delivered your package and file a claim with them for a missing package. If you still cannot find your package, reach out a team member will work to assist you.
What happens if my discount code didn't work during checkout?
All discount codes will be honored if they did not work at checkout. If you feel your discount was not applied, please reach out and a team member will assist with applying your code.
How can I exchange or return a product?
Green Pet is happy to accept returns or exchanges of products as long as they are in new condition and in their original packaging. A team member will reach out with details on how to return products. Once the package is received, a full refund will be credited back to your payment method. We cannot provide shipping labels for products that are being returned for reasons outside of manufacturer defect.
My pet does not seem to understand the cooling pad. How can I get them to use it?
Pets can sometimes take some time to acclimate to the cooling pad. If your pet does not use the pad or avoids it, we recommend using their favorite toy or a treat to get them on the pad. We also recommend using one of our covers on the pad as some pets prefer to soft feeling. We find that usually once pets realize what the pad is for, they love it! Our covers can be found here.
How do I clean and store my Cool Pet Pad?
The Cool Pet Pad should be cleaned with a soft cloth, mild soap and water. Allow the pad to dry fully before use or storage. The pad should be stored in a cool, dry location. If you are planning to store the pad for an extended period of time, storing it in the bag in which it came will increase the useful life.
What surfaces can I place my Cool Pet Pad on?
The Cool Pet Pad is designed to work on all types of surfaces and dog beds. The pad is NOT recommended for use in direct sunlight, as the pads usefulness will be reduced in direct heat and it may lead to evaporation of the cooling gel.
My Cool Pet Pad looks wrinkled, how can I fix this?
Typically, dehydration occurs sometime after the warranty period expires. The Cool Pet Pad contains a water-based gel that may gradually lose moisture over time due to evaporation. This process can be accelerated by climate conditions, storage environment, and frequency of use. Unfortunately, once dehydration occurs, the moisture cannot be restored. If your pad experiences issues within the warranty period, please contact us - we’re happy to help! If not, it might be time to treat your pet to a fresh new pad. Shop now!
Do you offer price adjustments or price matching?
We do not offer price adjustments or price matching. Discounts are valid only during the promotional period and cannot be applied retroactively. To make sure you don’t miss out, we recommend subscribing to our emails or following us on social media for the latest offers and announcements!
Can I order Wholesale from Green Pet?
Thank you for considering Green Pet for your wholesale needs! We're excited about the prospect of partnering with you. To begin the process, please apply to our wholesale program by clicking here. Once your application is submitted, a dedicated team member will follow up to discuss potential partnership opportunities.
Before applying, here are a few important points to note:
1. Third-Party Reselling: We do not offer wholesale opportunities for individuals or businesses intending to resell our products on third-party platforms such as Amazon or eBay. Our wholesale program is tailored for direct partnerships.
2. Order Placement: Orders can be conveniently placed through our website using the wholesale login. Simply log in to access the wholesale section and proceed with your order.
3. Warehouse Information: Please contact us for warehouse questions at this time!
4. Sales Tax Policy: Please note that we do not charge sales tax for orders unless they are being shipped to Illinois.
We look forward to reviewing your application!