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FAQs


 
 

Shipping FAQs

Q:  How will my dog's bed be shipped?
A:  All new orders are shipped via FedEx Ground. Many warranties are shipped using FedEx SmartPost, which utilizes the USPS as the last stage in shipping delivery. This means your local postman will be delivering any warranty replacements, while the FedEx deliveryman will be delivering new orders.
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Q:  When will my dog’s bed arrive?
A:  Orders are shipped within 1-3 business days after the order has been placed. Personalized embroidery items take a little longer than other products to prepare, so please expect to wait up to four days before shipping confirmation emails are sent. You can expect delivery to your home 5-7 business days after your order is placed.
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Q:  Why don’t you ship to Hawaii or Alaska? What about international orders?
A:  We currently do not ship outside the 48 contiguous continental United States. We hope to offer deliveries to Alaska and Hawaii for rates calculated by USPS and FedEx by the end of 2017.
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Q:  Do you offer expedited shipping?
A:  We can usually accommodate requests for faster shipping, but you will need to pay the cost of shipping in this case. To add expedited shipping to your order, please call our Customer Service line at 844-772-3125. You must contact us before 12 PM PST the day the order is placed for us to ensure that the package ships on time.
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CHOOSING THE RIGHT BED

Q:  My dog chews through every bed I buy him. What bed do you recommend?
A:  For a serial bed-killer, the only bed we recommend is our Cujo Cot Raised Aluminum Bed. This is the strongest bed we have and the closest thing to indestructible we can make. It was specifically designed to thwart even the most persistent chewers with its 100% aluminum frame, which guards all corners and edges of the bed from sharp dog teeth. The Ripstop Ballistic Nylon that forms the bed sling is pulled tight so that it cannot be gathered between your dog’s teeth, and it’s durable enough to hold up against any scratching and digging behaviors. Best of all, it can be used indoors, outdoors, and even inside most standard wire crates!
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Q:  My dog likes to chew on his beds, but he isn’t a big chewer. What might work for him?
A:  Any of our cushioned TUFF beds would be good options for a medium or light chewer. If your dog fixates on corners, we recommend a round bed, just to eliminate that temptation. If your dog goes after zippers or raised edges, you’ll want to avoid the bolster-style beds—there are more chewing targets available on that kind of bed, and it works best for lighter, more occasional chewers.
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Q:  I need a pad for my crate. Which one is the strongest?
A:  The Cujo Cot Raised Aluminum Bed is our strongest crate bed by far. If you have a dog that suffers from separation anxiety or chews constantly out of boredom when crated, this is the only bed likely to hold up. We offer a shorter leg option for cots destined for crate use to ensure your dog will have enough headroom to be comfortable. If the cot absolutely will not work for your crate, we offer two other crate bed options: the TUFF Crate Pad and the Orthopedic TUFF Crate Pad. These beds are best for light or medium chewers only, as the exposed edges and corners can still fall victim to persistent chewing if your dog works at the material long enough. The Orthopedic TUFF Crate Pad can hold up a bit better to persistent chewing because it has a separate, removable cover; if necessary, multiple covers can be used on the pad for better protection. The TUFF crate pad is sewn completely shut and cannot be double-covered.
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Q:  What size bed should I get?
A:  The size of the bed you need will depend on the length (not the weight) of your dog. The best way to determine the right size is to measure your dog from the tip of the nose to the base of the tail; this is the minimum length the bed needs for your dog to stretch out. If you can’t get your dog to hold still, we recommend measuring a space out on the floor for the bed you’re considering as a visual guide. If you’re considering a bed with raised edges, such as the Deep Den Dog Bed or the Nesting Bolstered TUFF Bed, make sure to compare your dog’s measurements to the listed sleeping dimensions, rather than the outer dimensions. All our beds also have a size guide tab on their product page that can give additional information on bed sizing.
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Q:  Do you offer custom sizing? Can you make a cover for my sofa?
A:  Unfortunately, we cannot accommodate orders for custom sizes, items, or covers. The only products and sizes currently available are those displayed on our website.
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Q:  What type of mattress is better?
A:  We use two different kinds of mattresses for most of our beds: original (also known as nesting), and orthopedic. The type of mattress that will work best depends on your own dog’s preferences and needs. Our original nesting fill is made of lightweight, flexible polyester stuffing that allows your dog to sink down and nestle into the cushioning. It’s great for dogs that like to paw at their beds and rearrange the stuffing, and it is also a good choice for small dogs under twenty pounds. Our orthopedic mattresses are much firmer, offering superior support for big, heavy dogs. The orthopedic mattress is recommended for any dog currently suffering from hip, spine, or joint problems, as well as any breeds prone to those issues later in life. If you have a dog that is over 100 lbs, the orthopedic mattress will also offer the best cushioning without any danger of flattening out. For smaller dogs under twenty pounds the foam may feel hard to them, so some small breeds may not enjoy the orthopedic mattress unless they are accustomed to firmer beds.
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Q:  My dog doesn’t chew. What bed is best for her?
A:  If you need an indoor bed for a nondestructive dog, we have an entire line of luxury beds to choose from. Our LUX beds utilize upholstery-grade microfiber to offer your dog the softest sleeping experience possible. These beds come with an option of a faux-fur sleeping surface (made from synthetic polyester fibers) or fur-less microfiber. For something a bit less fluffy, we have a denim line of beds. These beds are as soft as a well-worn pair of jeans, and they’re a bit more durable than the LUX line when it comes to everyday wear-and-tear. However, none of these beds are chew-resistant, so if you have a chewer you’ll want to wait until they’ve outgrown their chewing phase before getting them one of these beds.
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Q:  Which beds can be used outdoors?
A:  Our TUFF series beds work well outside. The ultra-durable Ripstop Ballistic Nylon will hold up against most weather elements and can be easily hosed down when needed. Our Original TUFF Beds and Nesting TUFF Beds have a water-resistant cover to help protect the beds against rain and fog, while our orthopedic beds have an additional waterproof liner for even better protection against moisture. Our Cujo Cots also make great outdoor beds, especially in the summer—the raised design allows air to circulate beneath the bed, keeping your dog comfortable and cool despite the heat.
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Q:  I need a waterproof bed!
A:  Our TUFF material is water-resistant, so any beds from the TUFF line will offer some protection against messes and spills. Since urine and vomit tend to be corrosive, they may seep through the cover if not quickly wiped up. For a bed that offers more protection, we recommend our Orthopedic TUFF Beds. The orthopedic mattresses come with an additional waterproof liner underneath the cover that will keep the foam safe from accidents.
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Q:  I already have a bed. Do you sell just the covers?
A:  We sell all our covers separately under the Extras section of our website. Please note that only TUFF, TUFF Velvet, and Ripstop covers are considered chew-resistant and are covered by our 90-day warranty. Our covers can be used with both orthopedic and nesting-type fills as long as the dimensions match.
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CHEW PROOF FAQs

Q:  Are your beds really chew proof?
A:  To be fair, there’s nothing short of hard metal that is absolutely “chew proof”—dogs have been known to chew through Kevlar, wood, bricks, chain-link fences and light metals, just to name a few! Our beds are not indestructible, but they are the most durable beds on the market.
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Q:  How durable are your beds?
A:  Durability varies by design. Each of our beds has been given a durability rating, which can be viewed under the durability tab on the item’s product page. We recommend choosing the style that matches your dog’s destructive level.
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Q:  Are your beds made of Kevlar?
A:  No. We don’t use Kevlar in our beds because heavy chewers can still get through it, and it tends to unravel into long strands that can be harmful if swallowed. Instead we use ballistic fabric for all our TUFF covers.
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Q:  What is ballistic fabric?
A:  Our ballistic fabric is made from military-grade 1680 denier RipStop ballistic nylon. Unlike other beds, our ballistic nylon is far more chew-resistant than cloth or other cheap fabrics that can be ripped apart at the seam. RipStop forms the unique grid pattern on our TUFF covers, and stops small punctures from becoming gaping holes.
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Q:  What if my dog does manage to chew up this bed?
A:  All items under our Chew Proof Dog Beds section are covered by a 90-day warranty. If your dog manages to damage one of these beds within the guarantee period, we’ll replace the cover once, free of charge. For items such as the TUFF Crate Pad or TUFF Crate Cover, which don’t have separate, removable covers, we’ll send out a full replacement. Check out our Guarantee page for more information on how to claim a warranty replacement or refund.
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Q:  Is the 90-day Chew Proof Guarantee a money-back guarantee?
A:  The 90-day Chew Proof guarantee is a guarantee for a replacement and is not a 100% money-back guarantee, but if you do not wish to receive a replacement we can issue a 50% refund on the damaged item instead.
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Q:  Is there anything I can do to deter my dog from chewing on the bed?
A:  You can use a chew-deterrent spray, such as bitter apple or bitter cherry, to make the bed unpleasant for your dog to chew. The spray tastes like it sounds, and most dogs will not continue to chew after a sample of that. It’s available at your local pet store, and you can also find it for sale under the Extras section of our website. We recommend spraying down common chewing targets like corners, edges, and seams for greatest effect. Caution! Supervise your dog when you first try one of these deterrents, as some dogs will chew an object even when it’s covered in deterrent. Every dog has its own tastes and preferences, so you may need to experiment with a few different flavors to find one that works for your pup. Also be aware that you must periodically reapply some of these deterrents to maintain their effectiveness. Check with your vet before using.
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CHEW PROOF FAQs

Q:  How do I submit a warranty claim?
A:  To submit a claim, please email a photo of the damage done to our warranty team at [email protected]. Please include either your order number or the name and address the order was shipped to so that we can properly match your claim to the correct email. You do not need to send the damaged item back to us, and we will usually respond to a claim within 1-2 business days.
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Q:  My dog chewed the bed in five minutes! How do I get a refund?
A:  We do not offer full refunds on used or damaged items, but we can issue a 50% refund on the item if you do not wish to receive a replacement. Simply email in your photo and order information and request that the 50% refund be issued instead. Please note that it may take 3-5 business days for the partial refund to update on your statement.
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Q:  Can I get a stronger bed as a replacement?
A:  Our strongest bed is the Cujo Cot Raised Aluminum Bed. If you would like to upgrade to the Cujo Cot, we can provide you with a 50% discount towards a cot of your choice in lieu of a replacement pad/cover. Simply email in your photo and order information and request that you would like to upgrade to the Cujo Cot instead of receiving a replacement.
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CORRECTION/CANCEL/RETURN

Q:  The order is wrong! How do I change it?
A:  If you see any errors or mistakes in your order after you have checked out, please email [email protected] with subject “Order Corrections”. This enables us to isolate your email quickly and resolve any mistakes or corrections. Please include your order number in the body or subject line of the email to help us resolve the issue even faster. Since our orders often ship the same day we receive them, you must contact us soon as possible for us to be able to make the required changes in time. Once an item ships, we will not be able to make any changes to the order.
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Q:  I ordered the wrong bed. How do I cancel my order?
A:  To cancel an order, please email [email protected] with subject “ Cancel Order ”. Please include your order number in the body or subject line of the email to help us resolve the issue right away. Since orders often ship the same day they are placed, it is important to contact us as soon as possible so that we can stop the order before it ships. Once the order is picked up, FedEx will charge us shipping in both directions to have it returned to us, so a cancellation at this point will come with a 25% restocking fee to recoup some of the shipping costs.
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Q:  How do I return an item I received?
A:  We can only accept returns on items that are still in new condition (must not have any dog fur, dirt, stains, damage, or odors present), and the mattress must still be vacuum-sealed. You must contact us within 10 days of receiving the item for us to authorize the return. Items that have been embroidered cannot be returned or exchanged. You will be required to ship the item back to us; please note that since we provide free shipping on all orders, we do not send out pre-paid return labels. There is a 25% restocking fee on all returns, but this fee will be waived if you place a new order to complete an exchange.
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Q:  I want to exchange my bed for a different size/color. What do I do?
A:  We can only accept exchanges on items that are still in new condition (must not have any dog fur, dirt, stains, damage, or odors present). You must contact us within 10 days of receiving the item for us to authorize the exchange. Items that have been embroidered cannot be returned or exchanged. You will be required to ship the item back to us; please note that since we provide free shipping on all orders, we do not send out pre-paid return labels. You will need to place a new order in our system for the bed that you do want; it is best to do this ahead of time so that we can ship the new bed out immediately. Once the original item is received back at our warehouse and we have confirmed that a new order is in our system, we will issue a full refund on the exchanged item.
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BED MAINTENANCE AND ASSEMBLY

Q:  How do I clean the bed? Can these beds be machine-washed?
A:  Our beds are super easy to clean. All of our covers are machine-washable in cold water on a delicate cycle. Seal all Velcro or zipper closures before washing. Tumble dry on low heat or air dry. Nesting mattresses can also be machine-washed on delicate but should be air-dried only. Orthopedic foam mattresses cannot be washed, but can be deodorized with baking soda. Beds without removable covers, such as the TUFF Crate Pad and Mini TUFF Bed, can be machine-washed whole. The Deep Den Dog Bed can also be washed, but we recommend removing the bottom cushion from the bed and washing the parts separately. Please note that large and extra large beds are not recommended in a household dryer but can be hosed off or washed in a commercial/industrial washer.
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Q:  Is there any kind of assembly required for these beds?
A:  Most of our beds have a removable cover. When the bed is first received, simply break the vacuum seal on the mattress, allow it to expand, and then slide it into the cover and seal the closure. Orthopedic mattresses may need to be folded in half before you can slide them into the cover; they fill out the cover completely, so it can be a tight fit. Beds without separate covers, such as the TUFF Crate Pad or Mini TUFF Bed, only need to be unrolled from their packaging before they’re good for use. Our Cujo Cots come pre-assembled, and only need to have the legs screwed into the corners before they can be used.
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Q:  What about assembling the bolster beds?
A:  Our bolster beds come in three parts—a bottom mattress, a bolster pillow fill, and a cover with two compartments. We recommend slipping the mattress into the cover first to give it shape, and then proceeding with stuffing the bolster. The best way to get the bolster pillow into place is to unzip the bolster completely except for a small pocket about 5 inches deep at the very end. Stuff as much of the pillow into the pocket as possible, and then seal the zipper up about five more inches. Stuff as much pillow into the expanded space as you can, and repeat this method until the entire pillow is in place. You can also check out our assembly video here for further assistance with assembling your bolster bed.
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ORTHOPEDIC BED FAQs

Q:  What is an orthopedic bed?
A:  An orthopedic bed provides all-over, even support. It reduces pressure on joints and can help relieve pain in an aching pet. It’s a must-have for any older animals suffering from arthritis or hip and spine-related issues. It’s also great for younger dogs as well, providing proper support right from the start to help prevent future ailments.
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Q:  What are your orthopedic mattresses made of?
A:  Our orthopedic beds come in two styles—a five inch thick mattress on our regular beds, and a two inch thick insert for our orthopedic crate pads. Our five inch mattresses consist of a top layer of one and a half inches of memory foam, with an underlying three and a half inch layer of denser support foam. Our crate pad inserts have an inch of memory foam atop an inch of support foam. The memory foam has a density of 4.5 lbs/sq ft; it conforms to the shape of your dog for optimal comfort. The support foam underneath ensures that your dog does not sink through to the floor, no matter how heavy he is.
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Q:  Is an orthopedic bed only good for older dogs?
A:  An orthopedic bed is great for dogs of all ages! For big dogs and breeds prone to hip or joint problems later in life, it is best to provide them with full support from a young age to help prevent or delay the onset of those issues. Dogs that weigh twenty pounds or under may not weigh enough to make an impression in the foam, so a full-size orthopedic bed may not be best in that particular case. For a smaller dog, the thinner orthopedic TUFF crate pad may be a better choice.
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Q:  My orthopedic bed is starting to smell. How do I clean it?
A:  To clean an orthopedic bed, first remove the cover and liner. Seal all Velcro and zippers and wash the covers in cold water on a delicate cycle. If they are retaining odors, washing with half a cup of baking soda will eliminate the smell. The foam itself should not be washed; the dense foam can take weeks to dry out if it gets wet, and damp foam may get moldy if returned to its cover before it fully dries. Instead of washing the mattress, please allow it to air out in a warm, dry place for a day or two. Before replacing the covers on the mattress, sprinkle baking soda liberally throughout the foam on both sides. The powder will penetrate deep into the foam to eliminate any built-up odors.
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Q:  Do you have a guarantee on your orthopedic beds?
A:  We offer a ten-year guarantee against flattening for all our orthopedic mattresses. If you experience any loss of support or flattening of the bed within that time period, simply send a photo of the flattened foam to our warranty department along with your order information. We will then get a one-time replacement mattress sent out to you free of charge.
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