frequently asked questions
1. Is your product safe for my pet?
Yes! The foam is CertiPUR certified and the faux fur is made of non-toxic material.
2. Can the foam be washed?
Just like your mattress at home, the foam and the visco top cannot be washed. However, we have included waterproof inner covers for added protection. Although the inner cover is waterproof, we cannot guarantee that no liquids will seep from the sewing seams.
3. When will my product ship?
Once you place your order, we will process all items that are in stock within 1 to 3 business days. Shopping on Saturday or Sunday? Any order submitted over the weekend will be processed Monday (or if Monday is a holiday, the next business day). If you place your order after 12pm PST, please give us one extra business day to process and ship your purchase. This slight delay also applies to any orders shipping with USPS. We ship all orders immediately.
Please note: We do not offer free shipping to Hawaii, Alaska, Guam, Puerto Rico, or the US Virgin Islands. You can call us or email us for a shipping quote. Also, we do not pay the shipping for any returns from these locations.
4. Are the covers machine washable?
For the longevity of the covers, dry cleaning is preferred. However, we know everyone has busy lives . You can machine wash the covers on delicate cycle in cool water. Make sure you also rinse in cool. Do not use warm or hot water. You may dry the cover in the dryer on low heat or let air dry. You can remove the top sleeping pad cover and wash. Do not use Bleach. The inside covers should not need to be taken off, as they are waterproof. Use a damp cloth with mild detergent to wipe clean. Replacement covers are always available.
If you choose to machine wash, please wash separate from any other laundry.
**important to note: black is dry clean only due to the dark nature of the fabric. **
5. Where are your products made?
The foam is made in the USA. The covers are made overseas from a Hong Kong based company that has produced for large corporations such as for Macys and Martha Stewart. We only use top quality facilities to produce our products.
6. Do you ship internationally?
Absolutely! We’re happy to send our awesome products to pets around the world. However, we can’t promise that our time or cost estimates will be perfect. Our quotes for shipping outside the US don’t include applicable duty, value added taxes (VAT), or import consumption taxes. You will be responsible for paying the duty and VAT when your package is delivered and we can’t predict what those fees will be.
7. Do your products come with a warranty?
Yes! We never want to think about the day our pets cross the rainbow bridge. We guarantee Steppy Bed will last the lifetime of your pet. Since most pets live an average of 12-15 years, we offer a 15- year warranty on the foam in our products. The warranty does not include:
- Destruction caused by your pet such as chewing or bodily fluids soaked into the foam. However, our beds come with a waterproof inside cover.
- “Yellowing” of the foam. This is a natural oxidation process when foam is exposed to oxygen and light. It is not harmful to your pet, nor does it cause toxic substances to be released.
Our warranty includes:
- Foam to retain at least 90% of its density
- Foam to retain at least 90% of its shape
