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Support & FAQ Knowledgebase
Frequently Asked Questions
We believe in quality service and transparent customer support.
Where do you ship? expand_more
We ship to all addresses within the contiguous United States. Orders are inspected, carefully packed, and dispatched directly from our dedicated international fulfillment center to your doorstep, with our administrative headquarters and customer care team based in Boulder, Colorado.
When will I receive my order? expand_more
1) Processing time: 1–3 business days (order confirmation, quality check, and packing). We try our best to process all orders within 1–3 business days, but it can take slightly longer during peak holiday seasons.
2) Delivery time: Once shipped, estimated delivery window is 7–15 business days via USPS, DHL eCommerce, or FedEx with active tracking.
Do you ship to PO Boxes or APO/FPO addresses? expand_more
Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time.
My tracking isn't working yet. What should I do? expand_more
It can take 1–2 business days for carrier tracking numbers to activate after initial dispatch. If it is still not updating after a couple of days, simply email us at [email protected] and our team will track down your package immediately.
How do I place a return or exchange? expand_more
We are happy to accept returns or exchanges within 30 calendar days of delivery. Enjoy a free exchange on your 1st apparel purchase for sizing! Just email us at [email protected] with your order number, and our team will guide you through the process.
How do I clean and care for my products? expand_more
• Machine-washable: Apparel, Bed & Sofa outer covers.
• Hand-washable: Harnesses, leashes, memory foam inserts.
• Orthopedic Beds: Please allow 24 hours for vacuum-packed foam to expand fully after unboxing.
Still have a question?
Our concierge desk is ready to help you and your gentle giant.
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