Frequently Asked Questions
🔁 Returns & Exchanges
If your item is unused and in its original, unopened packaging, you’re welcome to request a refund or exchange within 10 days of receiving your order.
To get started, please contact us at companioncollectiveco@gmail.com before taking any action.
Return shipping must be arranged and paid for by the customer.
🚫 Important Note: Due to hygiene and quality standards, Orthopedic Dog Beds are not eligible for return or exchange once opened.
To initiate a return, please email us at companioncollectiveco@gmail.com with the following details:
- Your order number
- A brief description of the item’s condition
Once your return request is reviewed and approved, we’ll provide instructions on how and where to send your package.
📬 Please Note:
- Returns sent without prior approval will not be accepted.
- Return shipping must be arranged and paid for by the customer.
If you have any questions at all, don’t hesitate to reach out — we’re here to help!
Once we receive and inspect your returned item, we’ll notify you via email to confirm whether your refund has been approved.
If approved, your refund will be processed automatically to your original payment method. Please note that it may take a few business days for your bank or credit card provider to complete the refund and post it to your account.
Thank you for your patience during this process!
Please inspect your order as soon as it arrives and contact us right away if you notice any defects, damage, or if you’ve received the wrong item. We’re here to help and will do our best to make things right as quickly as possible.
To assist with the resolution, please include clear photographic evidence of the issue when reaching out.
📨 Orders & Support
Once your order is placed, you’ll receive an order confirmation and a shipping notification via email. If you can’t find them, be sure to check your spam or junk folder.
Still can't locate it? Just reach out to us at companioncollectiveco@gmail.com and we’ll resend the details.
We're always happy to help! Please contact us at companioncollectiveco@gmail.com with your order number and a description of the issue so we can sort it out quickly.
Unfortunately, once your order has been placed, we’re unable to apply discount codes retroactively. Be sure to double-check your cart before completing checkout!
Please ensure your shipping details are correct at the time of purchase.
If you’ve made a mistake, contact us immediately at companioncollectiveco@gmail.com with your correct address.
If your order has already been shipped, we won’t be able to make changes.
Once an order is placed, it cannot be cancelled or refunded. However, if you need to make a change, please email us as soon as possible. If your order hasn’t been packed or shipped yet, we’ll do our best to update it for you.
🚚 Shipping & Delivery
Once your order has been shipped, you’ll receive an email with your tracking number.
When your parcel arrives in its destination country, tracking updates will be available via your local courier's website using the same tracking number.
For example:
- 🇺🇸 USA – Track with USPS
- 🇬🇧 UK – Track with Royal Mail
- 🇨🇦 Canada – Track with Canada Post
If you need help with tracking or can’t locate your confirmation, feel free to email us at companioncollectiveco@gmail.com.
Some international orders may be subject to import duties, taxes, or customs fees as required by your country’s regulations. These charges are not included in the item or shipping prices applied at checkout.
We recommend contacting your local customs office prior to ordering to understand any applicable charges.
This would be paid by the customer.
Please note: Companion Collective Co. is not responsible for any import duties or taxes incurred.
If you choose to refuse payment of these charges and your parcel is returned to us, you may be required to cover any associated return or handling fees.
