Orders

Can I change my order after placing it?

If you need to change your order, please contact us as soon as possible at support@velvethearthpet.com. We'll do our best to help, but changes may not be possible once your order has been processed or shipped.

Can I cancel my order?

If your order hasn't shipped yet, email us at support@velvethearthpet.com with your order number as soon as possible and we'll cancel it for a full refund. Once your order has shipped, we can't cancel it — but you can return it within 30 days of delivery under our return policy. If you paid for shipping, the original shipping charge is non-refundable unless we made an error.

Shipping & Delivery

How long will my order take to arrive?

Delivery time depends on which warehouse fulfills your order. Shipping information for each item is shown on its product page.

Ships from the US

• The Velvet Hearth Calming Nest — Ships from the US. No numerical delivery estimate is published yet; tracking details are emailed when your order ships.

If you order several items, they may arrive in separate packages on different days, each with its own tracking number.

Do you offer free shipping?

Yes. US orders of $50 or more ship free — no code needed at checkout. Orders under $50 ship for $4.95 per package. If your items ship from different warehouses in separate packages, each package ships for $4.95. Tracking details are emailed to you when your order ships.

Do you ship outside the United States?

Right now we ship within the United States only. If you're shopping from elsewhere, join our email list and we'll let you know when we expand.

How do I track my order?

You'll receive a tracking link by email when your order ships. You can also follow your parcel anytime on our tracking page.

Returns & Exchanges

What is your return policy?

We want you and your dog to love every piece. If something isn't right, you have 30 days from delivery to return it — items should be unused and in their original condition. (Exception: our Calming Nest Bed and Cloud Sofa Bed can be tried by your dog for 30 days — see the Tried-by-Dog section on our Shipping & Returns page.) Simply email support@velvethearthpet.com with your order number, and our team will guide you through a smooth, simple return. Please note: for returns due to preference, sizing, or change of mind, return shipping is the customer's responsibility. Once we receive and inspect your return, we'll issue your refund within 3 business days. Your bank or card issuer may take an additional 5–10 business days to post the refund to your account.