FAQ

Shipping

How long does delivery take?
Orders are processed in 1–2 business days, and standard US delivery typically takes 5–11 business days after dispatch. Shipping is free on every US order.

Do I get tracking?
Yes — a tracking link is emailed the moment your order ships.

Do you ship outside the US?
Not yet. US only for now.

Returns & sizing

What's your return policy?
A 30-day money-back guarantee from the day your order is delivered. Email us with your order number and we'll handle the rest — full details in our Refund Policy.

How do I size the Río Vest?
Measure your dog's chest girth just behind the front legs. Use this chart:

Small — Chest 14–20 in (Chihuahua, Yorkie, Shih Tzu, slim Frenchie)
Medium — Chest 20–27 in (Beagle, Whippet, Border Collie, Bulldog)
Large — Chest 27–35 in (Labrador, Golden Retriever, Husky, German Shepherd)

Between sizes? Size up — a slightly looser vest allows better airflow, which is how evaporative cooling works. Brachycephalic breeds (Bulldogs, Pugs, Boxers) should measure chest girth first and size to that number, not their body length.

Which Chill Pad size do I need?
Your dog should fit fully on the mat lying on their side, stretched out. When in doubt, size up — a too-small mat is the most common sizing mistake.

Products

How does the Chill Pad cool without power or water?
It uses an ice-silk weave that conducts heat away from your dog's body far faster than regular bedding. No gel, no fridge, no electricity. After your dog gets up, the mat releases the stored heat to the air and resets — usually within 5–10 minutes.

My dog chews everything. Is the Chill Pad mat safe?
The Chill Pad has no gel core to puncture or leak, which makes it safer around chewers than gel-filled alternatives. It's still not a chew toy — supervise heavy chewers and machine-wash cold whenever it needs a refresh.

Is the Mesa Cot hard to assemble?
No tools required. The aluminum frame clicks together in about 60 seconds — fold out, click the legs into locked position, thread the mesh corners into the frame. That's it.

How often do I change the Arroyo Fountain filter?
Every 2–4 weeks depending on your water quality and number of pets. Hard water areas and multi-pet households need more frequent changes. The Fountain + 4 Filters bundle covers about 6 months of fresh water.

What can I freeze on the Paleta Mats?
Xylitol-free peanut butter, plain Greek yogurt, unsweetened pumpkin puree, wet food, or plain bone broth all work great. Both mats are food-grade silicone and dishwasher-safe (top rack). See our frozen treat recipes for full ideas and a list of ingredients to avoid.

Do cooling mats work in really hot rooms without AC?
Somewhat — ice-silk mats work by conducting heat from the dog to the surrounding air. In a hot room with no airflow, the heat they conduct has nowhere to go, so performance drops. The biggest upgrade in that situation: add a fan aimed at the mat surface. Even a small fan moving air across the mat significantly extends how long it stays effective. See our full cooling mat breakdown in the Field Guide.

Can I use the Río Vest on a wet dog coming out of water?
Yes — in fact, a dog that's already wet is in ideal condition for the vest. Wet the vest separately, apply it, and the evaporative effect is amplified.

Summer safety

What are the signs my dog is overheating?
Early signs: heavy panting that doesn't slow down, excessive drooling, seeking shade aggressively. Serious signs: gums that are pale, brick red, or bluish-gray; stumbling or disorientation; refusal to move. Any of the serious signs is an emergency — move to shade, apply cool (not ice cold) wet towels to the neck, armpits, and paw pads, and get to a vet. See our full guide: 7 Signs of Overheating.

At what temperature should I stop walking my dog?
Air temperature is a proxy for what matters: pavement temperature. If you can't hold the back of your hand flat on the pavement for 5 seconds, it's too hot for paw pads. Most dogs need walk duration significantly reduced above 85°F and should have only brief relief walks above 95°F. Brachycephalic breeds (Bulldogs, Pugs) need stricter limits. See the full temperature guide by breed in our Field Guide.

Discounts

Do you have a welcome offer?
Yes — code WELCOME10 takes 10% off your first order, no minimum. Code SHADE10 also works for 10% off any order.

Is there a discount for buying multiple items?
Yes — code BUNDLE15 takes 15% off when you buy 2 or more items in the same order. Works on the full catalog.