Frequently Asked Questions.
You've got questions, we've got answers. Read on for more info on our products, shipping, and return policy.
Our Products
1. What's the difference between the Animals Matter® Companion Car Seat® and the L.A. Dog Company® Turbo Rider Car Seat?
Here's a breakdown of the differences between these two popular products:
The Patented Animals Matter® Companion Car Seat® features a scoop front with thick padded velvet fabric and an extremely heavy-duty, upholstery-grade foam. It will last for years and years! It comes in Camel, Charcoal, and Pink.
The Patented L.A. Dog Company® Turbo Rider Car Seat has a straight front. The foam and 2 utility patents are the same. The fabric is a thick, textured upholstery-grade Velvet. It's available in Black and Saddle.
All car seats come with one attachment. Additional attachments are sold separately on the website. Both car seat brands have removable covers that are machine-washable in cold water and line-dry. No Heat, Softeners, or Bleach, Bleach Alternatives. The 3X and Limo Car Seat may require a seat belt extender, which can be purchased online or at an automotive store.
Please check Safety Weights and Inner Dimensions for Best Fit.
2. Are the Bed Inserts and Foam Washable?
Just like a pillow made for humans, our foam and inserts cannot be washed. Fortunately, they can be deodorized and sanitized by lightly spraying an all-natural solution of one quarter to one half organic white vinegar and water, air dry.
3. Can I use Bleach or Fabric Softener on the beds?
No, please do not use Bleach, Bleach Alternatives, or Softeners on any part of the bed. Bleach and Fabric Softener can be harmful to your dog and our fabrics.
4. Where are your products made?
Our products are handcrafted right here in California.
5. Do you use real fur in any of your products?
Absolutely Not, Our products are proudly Vegan. All of our materials are Cruelty-Free, made without any animal products.
6. Is Animals Matter Prop 65 Compliant?
Our fabrics and fiberfill are Prop 65 Compliant and purchased in the state of California. There are currently more than 900 chemicals on the Proposition 65 List.
Proposition 65 requires businesses to provide warnings to Californians about significant exposures to chemicals that cause cancer, congenital disabilities, or other reproductive harm. These chemicals can be in the products Californians purchase, in their homes or workplaces, or are released into the environment. By requiring this information, Proposition 65 enables Californians and others to make informed decisions about their exposure to these chemicals.
Proposition 65 also prohibits California businesses from knowingly discharging significant amounts of listed chemicals into sources of drinking water.
For more information, please see below:
https://www.p65warnings.ca.gov
https://oehha.ca.gov/proposition-65/about-proposition-65
7. Are Animals Matter products CertiPUR-US Certified?
All of our foam, including our Companion-Pedic® Memory foam, is CertiPUR-US certified.
CertiPUR-US® is a certification program administered by a not-for-profit organization.
CertiPUR-US certified foams are:
- Made without ozone depleters
- Made without PBDEs, TDC,PP or TCEP (" Tris") flame retardants
- Made without mercury, lead, and other heavy metals
- Made without formaldehyde
- Made without phthalates, regulated by the Consumer Product Safety Commission
- Low VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)
For more information about CertiPUR-US Certification and our brand listings please visit the CertiPUR-US website. Brand and Manufacturer listings on the CertiPUR website ensure authenticity.
8. Are your products Vegan?
Our products are Vegan. This means that all of our products and components are made without animal products or any animal testing.
9. Are your products Eco-Friendly?
Our products are Eco-friendly. Our Upholstery-grade, Hypoallergenic, High Memory Spring LUXURA-FILL® is a proprietary blend made from recycled plastic bottles and is Prop 65 Compliant. Our beds last for many years. All production is done by computer yield to make sure very little fabric is wasted. We operate in our own facility with Solar Panels and LED lighting. We drive electric vehicles to reduce our Carbon Footprint.
10. Are your products Organic?
Our Shampoos and Soaps are Certified Organic. Our Balms are made with all Certified Organic Ingredients.
Shipping
1. How do you ship?
We use FedEx or USPS to get our products to your door. Be careful when ordering, we are not responsible for lost packages due to Incorrect or Undeliverable Addresses. Refused shipments that are returned to sender will be charged unsubsidized shipping fees and FedEx address correction fees of $24.50 can be ruff. We may require a Direct Signature to ensure you receive your shipment. We would be devastated if your package got lost. We email Shipping, Tracking, Pre-Delivery, Delivered, and any Exception Delivery notifications in real time to keep you updated on your package delivery. We are not responsible for stolen packages.
We offer expedited shipping on the website. FedEx Air/Expedited shipment deliveries are no longer guaranteed by FedEx. We cannot control or guarantee delivery for Air/Expedited 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 on the weekend, will ship next business day.
2. When will my order ship?
Once you place your order, we will process all items that are in stock within 1 to 3 business days. Shopping on Saturday or Sunday? Any order submitted over the weekend or Friday after closing will be processed on Monday (or if Monday is a holiday, the next business day). Shipments may take longer.
3. Do you offer international shipping?
We are currently not shipping outside of the United States.
Returns
1. Do you accept Returns?
Not happy with your purchase? Not a problem! You may return unused items with tags, in the same packaging and condition in which you received them, within 30 days of purchase. We do not offer free returns. We cannot accept used, washed, chewed, destroyed, or misused products. We do not offer Free Returns. ALL Shipping Fees are Non-Refundable.
2. How do I return an item?
Please go to the bottom of the home page, Return Policy, and select one of the 4 options for an exchange or return, then follow the simple instructions. We do not offer return labels for Alaska, Hawaii or Puerto Rico.
3. Is there anything that can't be returned?
We are unable to accept returns on Apparel, Soap Bars, Shampoo & Conditioner, Balms, Replacement Parts or any item that is not in it's original condition and packaging. We cannot accept washed, chewed, destroyed or misused products.
4. When can I expect a refund?
We will send you a notification once we've received and inspected the returned items. Typically, refunds are done within 48 hours of receipt. Shipping fees are non-refundable.
5. What items don't qualify for a refund?
Shampoo & Conditioner, Soap Bars, Apparel, Free Gifts, Replacement Parts, Covers, Inserts, Foam or Promotional Items and Damaged or Used products.