We have a few Return and Exchange options for you!
We want you to be Happy. Therefore, our Return Policy is 30 days. Unfortunately, if your Return is past 30 days of purchase, we cannot offer you a Refund, Credit or Exchange. Returns and Exchanges must be unused, unwashed, with all parts, in original condition, original packaging(box), and tags attached with packing slip within 30 days. California Health Regulations. We reserve the right not to accept used, dirty, chewed, destroyed, or misused products. Shipping Fees and Return Shipping Fees are Non-Refundable. Once your Return is received, an email notification of Receipt and Refund is sent within 48 hours, excluding weekends.
We are not responsible for stolen packages.
Make the most of your bonus credits! When you use a gift card that has been credited with a bonus, keep in mind that any new acquisitions made won't qualify for another reward if they are sent back.
We will only accept Returns or Exchanges with a Return Merchandise Authorization number (RMA).
To request a return authorization number, please follow this link: https://returns.animalsmatter.com or go to Make a Returns & Exchanges at the bottom of the website. Returns received without the original shipping box, bag, and tags are subject to a 10% restocking fee.
We do not accept returns on apparel, soap, shampoo, replacement parts, covers, inserts, or foam.
We do not offer Free Returns. You may use our Return & Exchange System with shipping labels or ship it back with an RMA from Customer Service. You assume liability for delivery if you send it back yourself. When shipping your return, please use a reputable shipper with Signature Required and Tracking to ensure safe delivery. Shipping Fees are Non-Refundable. We do not offer Alaska, Hawaii, or Puerto Rico return labels.
Defects and Mis-Shipments must be communicated within one day of delivery.
We Manufacture, Quality Control and Pack under video to ensure Quality and Accuracy. If you believe you have received a product that was mis-shipped or a product with a manufacturer's defect(workmanship), please email a photo of the product, care label size, and a description of the issue with the order number to [email protected] for Repair.
Beds or Zippers that have been Chewed, Chewed Fabrics, Heavy Digging on Fabrics, Misuse/Damage, and incorrect Care/Washing are not defects. No Heat, No Bleach, Bleach Alternative, or Fabric Softener.
If your shipment is returned with an Unable to Deliver, Refused Delivery, or Wrong Address, Unsubsidized Return Shipping Charges and FedEx Address Correction Fees of $21.00 will apply. We are not responsible for shipments shipped to the wrong address by the customer. We email Shipping address and Order Confirmation, Tracking, Pre-Delivery, Delivered, and any Exception Delivery notifications in real-time to keep you updated on your package delivery. You can Manage your Delivery. There is a Redirect option to a FedEx Pick-Up Center, and/or there is a FedEx hold for Pick-Up at a FedEx Facility.
Misdelivered packages must be communicated within 24 hours of Delivery Notifications. If you think your package was delivered to the wrong address or is lost in transit, please email [email protected] and call our Customer Service Team at 760-969-7333 M-F 8:00 am-3:00 pm PST. We are not responsible for stolen packages or packages with incorrect addresses. If you think your package has been stolen, FedEx suggests filing a police report. Theft of a package/interstate package is a Felony.
Deliveries are currently not guaranteed by FedEx. We cannot control or ensure delivery for Expedited/Air shipments due to weather or FedEx issues. Orders placed before 9:30 am. PST Monday-Friday will ship the same Business Day. Orders placed after 9:30 am or over the weekend, will ship the Next Business Day.
Please email [email protected] or call to cancel your order before shipment. If the items have been processed but not picked up by the carrier, It is treated as a Return.
Replacement Covers and Parts
Replacement covers and parts are available, depending on the product, with proof of purchase, by the original purchaser, directly from Animals Matter, Inc. Non-Refundable
Colors may vary from computer screen to computer screen or dye lot to dye lot.
Beds are made with fiberfill(Overstuffed) that can move and reposition during shipping after being folded in a box. Please allow 2-3 inches on each side for inner and outer dimensions until the bed/bolsters expand. We suggest mapping the inner dimensions of our products on the floor around your pup for the best fit.
We are a Manufacturing Facility. We are unable to accommodate in-house shopping.