Returns, Refunds & Our Guarantee

At CoolHound, we want you to feel good about your CoolHound Cooling Mat — both how it works for your dog and how you're treated if it doesn't work out. Here's exactly how our guarantee, refunds, and warranty work, in plain language.

The Dog-Decides Guarantee (60 Days)

Here's the thing about a cooling mat: your dog is the only reviewer who matters. So we let them decide.

Give the mat a real chance — put it where your dog naps, let them find it, live with it for a few days. If your dog won't use it, or it just doesn't deliver the cool-down you were hoping for, email us within 60 days of the day your mat arrives and we'll refund your purchase. No hard feelings, no hoops.

And you don't need to mail anything back. Keep the mat, pass it to a friend whose dog runs hot, donate it to a local shelter — whatever's easiest for you. We'd rather you spend that time with your dog than standing in line at the post office.

To start a refund, just email support@coolhoundpets.com with the name and email you ordered under (or your order number). A real person will take care of it.

How refunds work

Once we approve your refund, it goes back to your original payment method. Most banks and card companies show the money within 5–10 business days, though the exact timing is up to them.

One-Year Warranty

Every CoolHound Cooling Mat is covered by a one-year warranty against defects in materials and workmanship. If your mat stops performing the way it should within a year of arriving — through no fault of your own — email us and we'll send a free replacement. (Normal wear and tear, chewing, accidental damage, and misuse aren't covered, but if you're ever unsure, just ask.)

If your mat arrives damaged or defective

We ship with care, but if your mat shows up damaged or not working right, email support@coolhoundpets.com within 14 days of delivery with your order number and a quick photo. We'll make it right with a free replacement or a full refund — your choice.

Wrong or missing items

If something isn't right with your order — the wrong item, the wrong color, or a piece missing — let us know and we'll sort it out at no cost to you.

Changes & cancellations

Need to change or cancel an order? Email us as soon as you can. We move orders along quickly, so we can't always catch one before it ships — but if it's already on its way, your 60-day guarantee still has you covered.

Shipping

Shipping is free on every order within the United States. And because you never have to mail your mat back to us, there are no return shipping fees to worry about.

A quick, honest note

The CoolHound Cooling Mat is a cooling mat, plain and simple: a surface designed to feel cool against your dog when they lie on it. It isn't a medical device, and it doesn't diagnose, treat, cure, or prevent any health condition — always talk to your veterinarian about your dog's health and about keeping them safe in the heat. Every dog is different, and results vary from one dog to the next — which is exactly why we offer the 60-day Dog-Decides Guarantee, so your dog can try it with nothing to lose. You can read our full disclaimer here.

Reach a real person

Questions about any of this? Email support@coolhoundpets.com. We're a US-based team and we answer every message ourselves, usually within one business day.