Frequently Asked Questions
All orders are shipped via FedEx Home Delivery. Please note that since FedEx Home Delivery does not deliver to P.O. Boxes, you will need to provide a physical address when ordering so that we can ship the order out to you.
Most orders are shipped 1 to 2 days after processing using FedEx 2Day® Delivery. Personalized embroidery items take a little longer to prepare.
We apologize for the inconvenience, but due to the shipping costs involved we currently do not ship outside the 48 contiguous continental United States. For Alaska, Hawaii, US territories, FPO/APO and international addresses, please consider a forwarding service like reship.com to have the order delivered to you.
At this time we are unable to offer expedited options. If you need your order by a certain date, please contact us before placing the order to confirm that we can ensure delivery in time.
To cancel an order, please submit a Support Form here with “Cancel/Change Order” as reason for inquiry. 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 we cannot cancel the order, but we can initiate a return. Please be aware that if the order has embroidery, it cannot be canceled, returned, or exchanged once the embroidery is complete.
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. Orthopedic foam mattresses cannot be washed, but can be deodorized with baking soda. Beds without removable covers, such as the Tough Crate Pad and Mini Tough Bed, can be machine-washed whole. 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.
Most of our beds have a removable cover. When the bed is first received, open the plastic wrapping of 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 Tough Crate Pad or Mini Tough Bed, only need to be unrolled from their packaging before they’re good for use. Our Ballistic Chew Proof cots come pre-assembled, and only need to have the legs screwed into the corners before they can be used.