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.
What is your shipping policy?
All orders are shipped from our Green Pet warehouse located in California. We process and ship all orders within 48 hours of receipt, Monday – Friday.
We send packages via UPS Ground which typically requires 3-5 days for delivery (varies based on location).
For retail customers, we currently offer $5.99 flat rate shipping via UPS Ground on all orders. Plus, we offer free shipping on all orders over $49 in the U.S. The free shipping option will automatically display for qualifying orders at checkout.
Can I cancel my order?
If you are attempting to cancel your order due to a promo code error, please reach out to email@example.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 firstname.lastname@example.org within one hour of placing your order. Cancellations are not guaranteed, especially on holidays or weekends. We will do our best to accommodate you.
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.
If you are shipping to Canada, your order will ship from our facility within 2-3 business days. However, once it has arrived it may be stuck in customs for up to 2-3 weeks. You will receive a shipping notification email that will notify you of tracking.
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?
It sounds like you are experiencing dehydration with the pad. While uncommon, this can happen when the water in the gel evaporates. This is caused by numerous reasons including: climate, storage and usage. Unfortunately, once the water in the gel evaporates, it cannot be restored. If your Cool Pet Pad is within your 12-month warranty, please reach out to our customer service team for assistance. If not, it may be time for a new pad.