Refund policy
Last updated: October 5, 2026
The short version
If your order arrives damaged, defective, wrong, or never shows up, we make it right: a full refund or a free replacement, your choice. You keep the item, and you never ship anything back.
We don't offer refunds or returns for a change of mind, including ordering the wrong size or your dog not taking to it. That's why we're happy to help you pick the right product before you buy.
Why we do it this way
We're a two-person company, and our products ship from our supplier overseas. Shipping a dog bed back across the world costs more than the bed itself, so we never ask you to return anything. That keeps things simple when something genuinely goes wrong. It also means we can't take items back just because they weren't the right fit, so we'd rather be upfront about that here than surprise you later.
What's covered: full refund or free replacement
- Damaged in transit: it arrived torn, crushed, or broken
- Defective: it doesn't work, or a part is faulty or missing
- Wrong item: we sent a different product, size, or color than you ordered
- Not as described: it's clearly different from what the product page says
- Never arrived: tracking shows it was lost, or it hasn't turned up
You have 30 days from delivery to let us know. For lost packages, contact us once your order is past the delivery window in our Shipping Policy.
What's not covered
- Changing your mind, or finding something you like better
- Ordering the wrong size
- Your dog not being interested in it
- Normal wear and tear, or damage from chewing, digging, or scratching
Not sure about size? Email us your dog's breed and weight before you order, and we'll tell you which size we'd get. It's the easiest way to make sure it fits the first time.
A note on beds and cushions
Foam beds and cushions ship vacuum-compressed, so they arrive flat and rolled. That's normal and not a defect. Unpack it, give it a shake, and allow 24 to 72 hours to fully expand. If it still hasn't recovered its shape after 72 hours, email us and we'll treat it as a defect.
How to start a claim
Email hello@comfy-paw.com with:
- Your order number
- A short description of what's wrong
- Clear photos showing the problem (and the shipping label, if the box was damaged)
Photos are required for damaged, defective, wrong, or not-as-described items. No photo is needed if the package never arrived. Once we've reviewed it, you choose a full refund or a free replacement. There's no form and no ticket system; one of us reads every email, usually the same day.
When you'll get your money
Approved refunds are processed within 2 business days, back to your original payment method. Your bank typically takes another 5 to 10 business days to show it. If it's taking longer than that, email us and we'll chase it.
Cancelling before it ships
If your order hasn't shipped yet, we'll cancel it and refund you in full. Email us as soon as possible, since orders move to our supplier quickly. Once an order has shipped, it can't be cancelled.
Sale items
Sale items are covered exactly like full-price items.
Please email us first
If something's wrong, please contact us before opening a dispute with your bank or card company. We can almost always fix it faster, and a dispute can hold up your refund for weeks.
Questions
Comfy-Paw, Michigan, United States