Frequently Asked Questions
Quick answers to the most common questions about orders, shipping, returns, and more. If you don't see what you're looking for, email us at support@dogbedhouse.com.
Customer Support Hours (New York, GMT -5)
Monday – Friday: 08:00 AM – 07:00 PM · Saturday – Sunday: Closed
Orders & Shipping
1. How long is the processing time?
We aim to process and prepare all orders within [1–5] business days. Many orders ship sooner, but during busy periods such as promotions, holidays, or peak seasons, additional processing time may be required.
2. General delivery information
Our fulfillment team operates Monday through Friday, excluding public holidays. Once your order has been processed, shipping typically takes [X–Y] business days. The total estimated delivery time is therefore usually [X–Y] business days.
3. When will I get my money back?
After we receive and inspect the returned products, we process approved refunds within 7 business days to your original payment method. You'll be notified by email once the refund has been processed.
4. What are the conditions for a return?
The product must be unused, clean, in its original packaging, and in the same condition you received it, with all tags attached. Please pack it securely to avoid damage in transit. For hygiene reasons, beds that have been used by a pet cannot be returned unless they are defective.
5. Will my entire order arrive in one package?
Depending on inventory availability and warehouse locations, your order may arrive in more than one package, sometimes a day or two apart. This is normal and nothing to worry about.
6. How can I track my order?
Once your order ships, you'll receive a confirmation email with your tracking number. You can also track it anytime from our Track Your Order page. Please allow 24–72 hours after shipment for tracking to become active.
Returns & Refunds
7. What's your return policy?
You can return your bed within 30 days of delivery for a refund, as long as it's unused and in its original condition. Email us at support@dogbedhouse.com to start a return — see our Refund Policy for full details.
8. I received a damaged item. What should I do?
We're sorry to hear that! Contact us within 30 days of delivery with photos of the damaged product, the packaging, and the shipping label. We'll cover the return shipping and send you a replacement or a full refund.
9. How long does a refund take?
We inspect returns within 3 business days of arrival and process approved refunds within 7 business days to your original payment method. Your bank or card provider may take a few additional days to post it to your account.
10. Can I exchange an item instead of returning it?
We offer direct exchanges only for items that arrive damaged or defective. For a different size or style, please return the original within 30 days for a refund and place a new order for the one you'd like.
Payment & Security
11. What payment methods do you accept?
We accept major credit and debit cards (Visa, Mastercard, American Express, Discover), plus Shop Pay, Apple Pay, Google Pay, and PayPal. See our Payment Options page for details.
12. Is my payment information secure?
Yes. All transactions are processed over a secure, SSL-encrypted connection, and your payment details are handled confidentially by our trusted payment providers. We never store your full card details ourselves.
Privacy & Cookies
13. What data do you collect when I visit the site?
We collect information such as your contact and order details, and some technical data like device and usage information, in order to provide and improve our services. Full details are in our Privacy Policy.
14. How can I manage my cookie preferences?
You can manage or disable cookies through your browser settings and, where available, through the cookie controls on our site. See our Privacy Policy for more on how we use cookies.
Still have questions? Email us at support@dogbedhouse.com — Customer Support Hours (New York, GMT -5): Monday – Friday 08:00 AM – 07:00 PM, Saturday – Sunday Closed.
Company Details
Store Name: Dog Bed HouseCompany Name: Cova International LLC
Address: 5441 S Macadam Ave., Portland, OR 97239, Oregon, United States
Email: support@dogbedhouse.com
Phone: [TBD]