Frequently Asked Questions
Explore our FAQ page for quick answers on sizing, shipping, returns, and more. Alternatively see contact information at the bottom of the page.
Product Infomation
Shipping And Returns
Sizing
Orders And Payments
Contact
Cleaning And Product Care
How Long Does The Cooling Last?
The cooling effect lasts up to 3 hours. After 1-3 hours of use, leave the mat unused for a short period to reactivate the cooling function. Pro tip: For extra cooling, you can also place it in the fridge or freezer.
Can The Mat Lose Coolness?
Overtime like any cooling product, the mat can gradually lose a bit of its cooling efficiency after extensive use. However, it’s designed to stay effective for a long period with proper care. If you notice a decrease in coolness, just let it rest in a cooler area and it’ll recharge naturally.
Can It Be Used Inside And Outside
Yes! The cooling bed is perfect for both indoor and outdoor use. It works best in shaded outdoor areas or inside your home on any flat surface. Its very easy portable so perfect for traveling in the car or bringing out and about.
What Is The Mat Made Out Of?
Our mat is crafted from a waterproof PVC fabric canvas with a cooling-activated gel inside. It’s super easy to clean and built to handle everyday messes. While the mat is designed to be durable, if your dog chews through it and ingests any gel or material, please contact your veterinarian immediately for advice.
Is it Suitable For All Breeds?
Yes. The cooling bed is designed to be safe for all breeds and sizes. We offer a range of sizes for each breed size. However, dogs that are prone to chewing should be monitored during use. If ingestion of any internal material occurs, please seek veterinary advice immediately.
Where Do You Ship To?
We currently only ship to Australia and New Zealand
how Long Is Shipping Time?
Your package should arrive 4 to 10 business days later.
If you want it faster, select express postage for 2 to 3 business day delivery.
Regional areas can take longer.
Where Do You Ship From?
Our warehouse is located in Melbourne Australia.
What Is Your Return Policy?
We offer 30-day returns for any unused product in original condition. Not happy? Email us at Luckypawsau@gmail.com and we’ll make it right.
We offer a one-year warranty (from the purchase date) covering manufacturing defects and products that are not fit for purpose.
The warranty is voided in cases of normal wear and tear, damage from accidents, misuse, negligence, lack of maintenance, natural disasters, children, pets, or unauthorized modifications.
If your product is eligible for a warranty return, you can choose a replacement, or refund. For assistance, please contact our customer service.
What Happens If Its Faulty Or Damaged When It Arrives?
We’ve got you. If something’s not right, email us with a photo and we’ll send a replacement or refund.
What Is The Sizing Of The Beds?
SMALL (75cm x 50cm x 10cm): Suitable for small dog breeds such as French Bulldog, Pug, Dachshund, Shih Tzu, and Cavalier King Charles Spaniel
MEDIUM (105cm x 60cm x 10cm): Suitable for medium dog breeds such as Border Collie, Bulldog, Cattle Dog, and Staffy.
LARGE (115cm x 70cm x 10cm): Suitable for large dog breeds such as Husky, Samoyed, Golden Retriever, and Labrador.
EXTRA LARGE (135cm x 80cm x 10cm): Suitable for extra-large dog breeds such as Saint Bernard, Alaskan Malamute, and Irish Wolfhound.
Are The Beds Easy to Move?
Yes, the beds are easy to roll up and move where ever you wish to take or store.
What Are Your Payment Options?
We accept Visa, Mastercard, AMEX, PayPal, Apple Pay, Google Pay, Shop Pay, and more all processed securely.
Is My Payment Infomation Safe?
Absolutely. All transactions are encrypted and handled through trusted payment gateways. We never store your card details.
Can I Cancel My Order
If your order hasn’t been packed yet, yes! Just email us ASAP at Luckypawsau@gmail.com and we’ll do our best to help.
How Can I Contact You?
Got a question, issue or just want to chat about Lucky Paws? We’re here to help.
Email: Luckypawsau@gmail.com
Business Hours: Monday – Friday, 9am – 5pm AEST
We aim to respond to all enquiries within 24 hours.
Alternatively, feel free to message us directly through email on our site or via Instagram or Facebook.
How Do I Clean The Bed?
Cleaning your cooling mat is super easy. Just wipe it down with warm, soapy water and let it air dry
Extra Care Tips?
Avoid using sharp objects or abrasive scrubbers, as they can damage the surface. For outdoor use, keep the mat in shaded areas to maintain the cooling effect and extend its lifespan. Store the mat flat or loosely rolled when not in use to help preserve its shape and gel distribution.
Couldn’t Find Your Answer? Ask Us Questions!
We will answer any questions you have, don’t hesitate to contact us immediately. We will reply you within 24 hours.
Luckypawsau@gmail.com
