Don't fall for the good reviews
I fell for the oodles of positive reviews and purchased the cooling mats during a hot spell. My dog is 11 years old and lays around a lot. One mat tore and the threads pulled within 10 days of laying it on her bed. She hasn't damaged a dog bed since she was a young pup! These are poor quality items and not worth the $100+ I spent. Dog items should be inherently durable. I immediately bundled up everything and have been in a customer service spiral for three weeks. They first offered to refund me 20% if I kept the product. Then they offered a 30% refund. I insisted on returning the product, because that's still $60 laying around, an item ripped and of poor quality. Then they asked for a photo so they could replace the ripped item. I sent them a photo, and now they've fully denied a return and said, "we apologize for your frustration, we can't accept the return," and no other resolution. Twice I've asked for a phone number to call and speak with someone, but they haven't provided one.
I would not recommend returning your items without preapproval, but this is the address they provided at one point:
Pelsbarn Returns
SHIPFUSION
560 Busser Road
York, PA 17406
Risposta di Pelsbarn
We're sincerely sorry to hear about your experience, and we completely understand your disappointment. We're especially sorry that the cooling mat tore and that you then experienced such a frustrating and prolonged process trying to get a resolution.
We understand why you were disappointed with the quality of the product, particularly since your dog had not damaged a bed or similar item in years. You should have been able to expect a durable product and straightforward support when an issue occurred.
We're also very sorry for the conflicting responses you received regarding the return, refund options, and replacement. Having to repeatedly explain the situation and ask for assistance without receiving a clear resolution is understandably frustrating.
We truly appreciate you taking the time to share your experience and feedback. We sincerely apologize that we did not provide the level of customer service and product experience you expected from Pelsbarn.
Team Pelsbarn