Returns & Exchanges at Animals Matter

Every Animals Matter piece is finished, inspected, and shipped from Palm Springs, California, and is designed for lasting comfort. If something isn’t right, we’ll make it right. Our return window is 30 days from the date your order ships. To get started, visit returns.animalsmatter.com.

Returning a large dog bed can be costly because shipping rates depend on package size and weight. We help cover that cost with subsidized return labels: 8 percent of the return value for exchanges, 15 percent for refunds, and free with store credit. Return label fees are shown before you confirm. For a refund, you may also arrange and pay for shipping with your own carrier.

How it works, step by step

  1. Visit returns.animalsmatter.com and enter your order number along with your shipping ZIP code, email, or phone number.
  2. Select the item you’re returning and tell us why. Your feedback helps us better understand your companion’s needs.
  3. Choose an exchange, store credit, or a refund. Any applicable return label fee is shown before you confirm.
  4. Ship your return using the provided label. If you prefer to use your own carrier for a refund, email info@animalsmatter.com for a return authorization before shipping.
  5. Watch for your confirmation email. Refunds and store credit are issued after your return is received and approved. We’ll email you within 48 hours of receipt, excluding weekends. Exchanges follow the instant exchange process described below, with free shipping on your replacement.

Received something damaged or incorrect?

Please report damaged, defective, or incorrect items within one day of delivery. Email info@animalsmatter.com with your order number and clear photos. For damaged or defective items, you can also select “Arrived damaged or defective” in the returns portal and upload your photos.

We review each claim personally and provide written approval before authorizing a return. We’ll make it right if your item is defective or we sent the wrong item. Damage from chewing, digging, or washing outside our care instructions is not considered a product defect.

Brown and white dog laying on the Animals Matter Faux Fur Shag Rug Ortho

1. Exchange for a new size or color

✔️ The easiest path to the right fit, and the most economical: your subsidized courtesy return label is 8 percent of the return value, our most subsidized rate.

✔️ Your replacement ships to you at no charge.

✔️ Receive a $15 Shop Now credit when you choose a larger size or a higher-priced item.

Exchanges are processed as instant exchanges, so a temporary authorization hold for the value of the return is placed on your card. Nothing is charged as long as your original item is in the mail within 14 days.

Start your exchange
Animals Matter Ali Jewel Ortho Square

2. Refund to your original payment

✔️ Send it back and we refund your original payment method.

✔️ Your subsidized courtesy return label is 15 percent of the return value, deducted from your refund and shown before you confirm.

✔️ For example, a $500 bed return minus a $75 return label fee results in a $425 refund.

✔️ Original shipping fees are not refundable.

✔️ Prefer your own carrier? Send it back yourself instead, described in option 4 below.

Start your refund
Animals Matter Katie Puff Camel Luxury Dog Bed

3. Store credit

✔️ Receive an electronic gift card for the value of your returned items. Original shipping fees are excluded.

✔️ Your return label is on us, at no cost to you.

✔️ Store credit is final. Once you choose this option, your credit cannot be converted to a refund to your original payment method or redeemed for cash.

Choose store credit

4. Return with your own carrier

✔️ Ship with your preferred carrier at your own expense for a refund to your original payment method.

✔️ Before shipping, email info@animalsmatter.com to request a return authorization.

✔️ Use a shipping service with tracking and a required signature, and keep your receipt.

You are responsible for ensuring your return arrives safely.

Request a return authorization

Animals Matter Return & Exchange Policy

 

We want you to be Happy. Our Return Policy is 30 days from purchase with 4 choices for your Return or Exchange. The Return Policy is posted on every product page and at the bottom of the website. Unfortunately, if your Return is past 30 days of purchase, we cannot offer you a full Refund, Credit or Exchange. We reserve the right to charge a 25% restocking fee for dirty returned items and items outside of our Return Policy.

We do not offer Free Returns. All Shipping fees are Non-Refundable. Returns and Exchanges must be unused, unwashed, with all parts, in original condition, original box and packaging, tags attached with packing slip, within 30 days of purchase and 14 days for Exchanges. California Health Regulations. We reserve the right not to accept used, dirty, chewed, destroyed, or misused products. Once your Return is received, an email notification of Receipt and Refund is sent within 48 hours, excluding weekends.

We do not accept returns on apparel, spa essentials, soap, shampoo, replacement parts, covers, inserts, or foam. 

Gift Cards

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. 

Returns received without an RMA, in original shipping box, bag, and tags may be subject to a 20% restocking fee or refusal. 

*** FedEx is contracted to ship our return boxes. Please note that using your own box may add additional shipping fees for dimensional weight and may not be accepted. 

We do not offer Free Returns. You may use our Return & Exchange System with shipping labels, or ship it back yourself, option #4, with an RMA from Customer Service. You assume all liability for the delivery. When shipping your return, please use a reputable shipper with Signature Required and Tracking to ensure safe delivery. 

We do not offer shipping to Alaska, Hawaii, or Puerto Rico. We do not ship to freight forwards or third-party shippers.

Manufacturing Defects/Mis-shipments, Delivery Concerns

Defects, Misshipments, Delivery Concerns, and Damaged Boxes must be communicated within one day of delivery. We provide Real-time Shipping Confirmation, Tracking, Pre-Delivery, and Delivered Notifications.

We Manufacture, Quality Control and Pack under video to ensure Quality and Accuracy. If you believe you have received a product that was misshipped, a manufacturer's defect, or damaged in shipment, please email a photo of the product, the care label size, and a description of the issue, including the order number, to info@animalsmatter.com. 

Beds or Zippers that have been Chewed, Chewed Fabrics, Digging, Misuse/Damage, and incorrect Care/Washing are not Defects. No Heat, No Bleach, Bleach Alternative, or Fabric Softener.

Unable to Deliver/Refused Shipments or Wrong Addresses

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 $24.00 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's 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.

We are not responsible for Stolen Packages. If you think your package has been stolen, FedEx suggests filing a police report. Theft of a package/interstate package is a Felony.

Expedited/Air Shipments

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.

Cancellations

Please email info@animalsmatter.com or call to cancel your order before shipment. If the items have been processed, It is treated as a Return.

Replacement Covers and Parts Non-Refundable

Replacement covers, parts, and waterproof liners are available, depending on the product, in the same style, with proof of purchase, directly from Animals Matter, Inc., by the original purchaser, especially for safety-related items. No Third Party. Patterns and styles have changed over the years. Replacement parts are Non-Refundable. 

Colors

Colors may vary from computer screen to computer screen or dye lot to dye lot.

Bed Sizing

Beds are made with LUXURA-FILL® technology (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.

Walk-Ins

We are a Manufacturing Facility. We are unable to accommodate in-house shopping.