Frequently Asked Questions
Shipping
Where do you ship from, and where do you deliver?
We ship from within the United States and currently deliver across the US.
How long does delivery take?
Orders are processed within 1-3 business days, then delivery usually takes 2-7 business days. You'll receive a tracking link by email as soon as your order ships.
How much does shipping cost?
Shipping is free on all US orders.
I haven't received a tracking number.
If nothing has arrived within 5 business days, email support@petwizo.com and we'll chase it up for you.
Choosing the right size (Cooling Mat)
Which size should I pick?
Measure your pet lying on their side and add a few centimetres. When in doubt, size up so they can stretch out completely.
- 40 × 30 cm — cats and puppies
- 50 × 40 cm — small dogs
- 63 × 50 cm — medium dogs
- 70 × 56 cm — large dogs
- 102 × 70 cm — extra-large dogs
About the products
How does the cooling mat actually work?
It's made from ice-silk fabric that feels cool to the touch and draws heat away from your pet as they lie on it. There is no gel and no water inside, so there's nothing to puncture or leak, and it needs no refrigeration or electricity.
How do I clean it?
Wipe it down for quick cleanups, or machine wash on a gentle cycle and air dry.
Is it safe if my pet chews it?
It's made from non-toxic, pet-safe materials. As with any pet product, please supervise heavy chewers.
Are these medical products?
No. Our products are comfort and lifestyle accessories. They are not veterinary devices. If your pet shows signs of heatstroke, contact a vet immediately.
Orders and payment
Do I need an account to order?
No. You can check out as a guest with just your email and shipping address.
Which payment methods do you accept?
Visa, Mastercard, American Express, Shop Pay, Apple Pay and PayPal.
Can I change or cancel my order?
Email support@petwizo.com as soon as you can. If it hasn't shipped yet, we'll do our best to update or cancel it.
Returns
What is your return policy?
You have 30 days from delivery to request a return on unused items in their original packaging. Full details are in our Refund Policy.
My item arrived damaged or incorrect.
Email support@petwizo.com within 7 days with a photo. We'll send a replacement or refund you, at no cost to you.