FAQ
Everything we get asked most. If your question isn't here, email loveforpetssupport@gmail.com and we'll get back to you within 1–2 business days.
Shipping
How long will my order take?
Orders are processed within 1–2 business days. Our products ship directly from our overseas fulfillment partner, so standard delivery usually takes 10–20 business days from dispatch. Peak periods and public holidays can push that further.
We'd rather be straight with you about this before you order than surprise you afterwards. If you need something in a hurry, this probably isn't the right purchase.
My tracking hasn't updated. Is something wrong?
Usually not. Tracking often takes several days to start updating after dispatch, and can go quiet again while a parcel clears customs. If there's no movement for more than 10 days, email us with your order number and we'll chase it.
Where do you ship?
Within the United States only, for now.
How much is shipping?
Free standard shipping on every U.S. order. No minimum.
The cooling mat
How does it cool without electricity?
The mat is woven from breathable ice-silk mesh. The fabric conducts heat away from your pet's body the moment they lie down and disperses it through the material. There's no gel, no liquid, no battery and nothing to plug in — the cooling comes from the weave itself.
Do I need to freeze it or fill it with water?
No. Take it out of the box, unroll it, and it's ready. Nothing to chill, fill, charge or plug in.
How long does the cooling last?
It works for as long as your pet is lying on it, and resets within a few minutes once they get up. Unlike gel mats, there's no cooling window that runs out mid-nap.
Is it safe if my pet chews it?
There's no gel or liquid inside, so there's nothing to leak. That said, it isn't a chew toy. If your pet is a heavy chewer, supervise use and take the mat away if the surface gets damaged.
Which size should I get?
- 40 × 30 cm — cats and small dogs
- 50 × 40 cm — most medium breeds
- 62 × 50 cm — large dogs
When in doubt, size up. Pets tend to sprawl, and a mat they hang off the edge of gets used less.
Can I use it in a crate or the car?
Yes. It lies flat and can be rolled for travel, so crates, car seats, carriers and couches all work.
How do I clean it?
Wipe with a damp cloth and mild soap, then air dry flat. Don't machine wash, tumble dry or submerge it.
Is this a substitute for veterinary care?
No. The mat is for general comfort in warm weather. If your pet shows signs of heatstroke — heavy panting, drooling, disorientation, vomiting, collapse — that's an emergency. Get them somewhere cool and call your vet immediately.
Returns & refunds
What's your return policy?
You have 30 days from delivery to request a return. Email us with your order number and reason, and we'll send a return authorization and address. Items should be unused and in original packaging where possible.
What if it arrives damaged or wrong?
Send us a photo and we'll skip the return-shipping step entirely. Damaged, defective and incorrect items are on us.
Who pays return shipping?
The customer, unless the item arrived damaged, defective or incorrect.
When do I get my money back?
Refunds go to your original payment method within 5–7 business days of us receiving the item.
What if my pet just doesn't like it?
Reach out anyway. We'd rather find a fair resolution than lose you as a customer.
Orders & payment
Is checkout secure?
Yes. Payment is processed through Shopify's checkout. We never see or store your card details.
Can I change or cancel my order?
Email us as soon as possible. If it hasn't shipped yet we can usually amend or cancel it.
Still stuck? Email loveforpetssupport@gmail.com.