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 of purchase. To get started, visit returns.animalsmatter.com.

Return shipping is charged the same way as outbound shipping: at what it costs us, nothing added. Our courtesy FedEx return label is free for exchanges and store credit, and $29.95 for refunds (our average FedEx cost to bring a piece home). The label's price is shown before you confirm. You are always welcome to ship your return yourself with the carrier of your choice; the terms for that are in option 4 below.

How it works, step by step

Visit returns.animalsmatter.com and enter your order number along with your shipping ZIP code, email, or phone number.
Select the item you’re returning and tell us why. Your feedback helps us better understand your companion’s needs.
Choose an exchange, store credit, or a refund. If a return label price applies, it is shown before you confirm.
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.
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 7 days of delivery, with a photo. 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: your courtesy return label is free.

✔️ Your replacement ships to you free. Exchanges are free both ways.

✔️ One exchange per purchase. If the replacement is still not right, you may return it for store credit with a free courtesy label, or for a refund with the $29.95 courtesy label.

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 scanned by FedEx on our courtesy return label and on its way back to us within 14 days of starting the exchange. If you send it back with your own carrier instead, your original item must arrive back with us within 14 days of starting the exchange, the terms in option 4 below apply, and you are responsible for ensuring it arrives safely.

Start your exchange

2. Refund to your original payment

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

✔️ If you choose our courtesy label, its price is $29.95, our average FedEx cost to bring a piece home. It comes off the value of your return and is shown before you confirm.

✔️ For example, a $500 bed returned with our courtesy label refunds $470.05.

✔️ 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.

This is also the return path for the Companion Stairs® 4-Step, which is excluded from the courtesy label and online exchanges.

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 on returns that arrive used, washed or damaged.

Our courtesy return label is free for exchanges and store credit, and $29.95 for refunds (our average FedEx cost to bring a piece home); its price is shown before you confirm, or you may ship your return yourself. Original shipping charges are not refunded. 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. For an exchange on our courtesy return label, your original item must be scanned by FedEx and on its way back to us within 14 days of starting the exchange; if you send it back with your own carrier (option 4), it must arrive back with us within 14 days of starting the exchange, and you are responsible for ensuring it arrives safely. California Health Regulations. We reserve the right not to accept used, dirty, chewed, destroyed, or misused products. Once your return is received, we email you within 48 hours (weekdays), and approved refunds reach your original payment method in 3 to 5 business days.

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

Returns shipped without a return authorization may be refused.

*** 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.

One exchange per purchase. Your first exchange is free both ways. If the replacement is still not right, you may return it for store credit with a free courtesy label, or for a refund with the $29.95 courtesy label. A second exchange is not available.

Companion Stairs® 4-Step: oversize; no courtesy label and no online exchange. Return it yourself with a return authorization (option 4).

Start every return at returns.animalsmatter.com, where you may choose our courtesy return label, or ship it back yourself (option 4) with a return authorization from info@animalsmatter.com. 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.

Hawaii: we ship there by FedEx at our carrier's rate, shown at checkout. Courtesy return labels and online exchanges are not available for Hawaii; returns ship back with your own carrier after a return authorization (option 4). We do not ship to Alaska, Puerto Rico, freight forwarders or third-party shippers.

Manufacturing Defects/Mis-shipments, Delivery Concerns

Defects, Mis-shipments, Delivery Concerns, and Damaged Boxes must be reported within 7 days of delivery, with a photo. 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 dryer on any setting, no bleach, no bleach alternatives, and no 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, FedEx's return shipping and address-correction charges are deducted from any refund. 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 are sold in a set, 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.