Help
Shipping, Returns & FAQ
1. Shipping
We ship within the United States only. We do not currently ship internationally, and we cannot ship to freight forwarders.
Shipping cost
Shipping is free on all orders over $50. Orders under $50 are charged at the rate shown at checkout before you pay.
Processing and delivery
Orders placed before [EDIT: CUTOFF TIME, e.g. 2pm CT] on a business day are processed the next business day. Once dispatched, delivery typically takes [EDIT: X–Y business days], depending on your address.
You’ll get a confirmation email when you order, and a second email with tracking as soon as your parcel is handed to the carrier. If a tracking number hasn’t reached you within [EDIT: N] business days, email us and we’ll chase it.
Address accuracy
Please double-check your shipping address at checkout. Once an order has been processed we cannot change the destination, and a parcel returned to us as undeliverable due to an incorrect address is treated as a change-of-mind return under section 3.
Lost or delayed parcels
Risk of loss passes to you when the carrier delivers to the address you gave us. If tracking shows delivered and the parcel isn’t there, check with your household and neighbours first, then email us within 7 days and we’ll open a claim with the carrier.
2. Order cancellation
Cancellation window
You may cancel your order for a refund before it is processed for shipment. Once the order has been processed or assigned a tracking number, it cannot be cancelled. To cancel, please contact our customer support team.
Orders already processed or shipped
If your order has already been processed or assigned a tracking number, it cannot be cancelled. You may initiate a return once you receive the order — see the return policy below.
3. Return policy
We want you to shop with confidence. If you’re not fully satisfied with your purchase, here’s how to return it.
a. Documentation
We’re here to make things right. Just send us a few quick photos or a short video so we can understand what went wrong and take care of your return. This also helps us improve future orders for you and for others.
- Clear photos or a video of the item, including the SKU on the product label.
- A photo of the packing slip and the outer packaging.
- Additional documentation may be requested if needed.
b. Return shipping
For change-of-mind and satisfaction returns, you arrange and pay for return shipping. We do not provide a prepaid return label for these returns, and the original shipping charge on your order is not refunded. Please package the item securely and keep your proof of shipment — you’ll need it if the parcel goes missing on the way back.
This does not apply if we sent the wrong item or the item arrived damaged. In those cases we cover the return — see sections 5 and 6.
c. Refund for returns
Refunds are issued once your return is received and inspected at our warehouse, and are processed to the original method of payment. Processing times vary depending on your financial institution. Refunds cover the price you paid for the product; original shipping charges and your return shipping cost are not refunded.
d. Receipt confirmation
While we work to process returns promptly, we cannot guarantee receipt of returned items. Please keep proof of shipment for your records.
e. Condition of returned items
[EDIT: state the condition you require. If your 30-day guarantee accepts a bed the dog has actually slept on — which is the only way a dog owner can evaluate it — say so explicitly here, because that is a genuine reason to buy from you.]
4. 30-day money-back guarantee
Our 30-day money-back guarantee means that if you are not satisfied with your purchase for any reason, you can return it within 30 days of delivery for a replacement or a refund of the product price. Return shipping is arranged and paid by you, and the original shipping charge is not refunded.
We believe in the quality of our products and stand behind them. Thirty days is long enough for a dog to properly settle into a bed, which is the only real test there is.
5. Wrong item received
We sincerely apologise for any fulfilment errors. If you receive an item that differs from what you ordered, we will provide a prepaid return label for the incorrect item. To qualify for a reshipment:
- Notify us within 7 days of delivery.
- The item must be unused and in its original condition.
- Provide proof documentation:
- Photos or video — clear images of the incorrect item, with the SKU on the sticker label visible so our support team can verify it.
- Packing slip — a photo of the packing slip that came with your shipment.
- Once verified, we’ll send the correct item at no additional cost, with a prepaid return label for the wrong one.
6. Damaged item received
If your item arrived damaged, we’re here to make it right. We do not require the damaged item to be returned, but we do need proof of the damage. Please follow these steps for a prompt resolution:
- Contact us within 7 days of delivery to request a replacement or refund.
- Proof of damage — provide photos or a video showing the damage clearly.
- We’ll issue a replacement or refund. There’s no need to return the damaged item unless we specifically ask.
7. Sizing
Measure your dog from nose to base of tail while they’re lying stretched out, then add a few inches. A dog who curls will be comfortable in a smaller size than a dog who sprawls.
| Size | Dimensions | Price |
|---|---|---|
| Small | 16 × 12 × 5 in | $29.99 |
| Medium | 20 × 16 × 5.5 in | $59.99 |
| Large | 30 × 20 × 5.5 in | $89.99 |
| XL | 40 × 24 × 7 in | $119.99 |
Not sure? Email us your dog’s breed, weight and how they sleep, and we’ll tell you which size to order. We would rather answer that email than process a return.
8. Frequently asked questions
Is the cover machine washable?
Yes. The cover unzips and goes straight in the machine. The zip runs almost the full width, so you’re not wrestling the insert out through a small opening.
Will my dog actually use it?
Most dogs settle within a few nights. Some take longer, particularly older dogs who’ve slept in the same spot for years. Putting the bed where they already choose to sleep, rather than where you’d like them to sleep, makes the biggest difference.
If they won’t use it, that’s exactly what the 30-day guarantee is for.
Will this fix my dog’s arthritis or hip problems?
No, and we won’t tell you otherwise. Our beds are comfort and support products. They are not medical devices, and nothing we sell is intended to diagnose, treat, cure or prevent any condition.
A good bed can make a dog more comfortable. It cannot substitute for a diagnosis. If your dog is struggling to stand, falling, or in pain, please speak to your veterinarian.
My dog chews everything. Is this safe?
Please supervise your dog with any new bed, particularly if they chew bedding. Ingested filling or fabric can cause a serious internal blockage that needs veterinary treatment. If you think your dog has swallowed part of a bed, contact your vet immediately.
Do you ship outside the United States?
Not at the moment. We ship within the United States only.
Can I change my order after placing it?
If it hasn’t been processed for shipment yet, email us straight away and we’ll do what we can. Once a tracking number has been assigned, the order is locked and you’ll need to go through the return process instead.
How long does a refund take to appear?
We process the refund once your return has been received and inspected. After that, how quickly it shows up is down to your bank or card issuer — usually a few business days, occasionally longer.
9. Contact us
Everything here starts with one email to support@letsgobiscuit.com, and a person answers it. Include your order number if you have it — it makes everything faster.
This policy sits alongside our Terms of Service and Privacy Policy, and forms part of them.