Frequently Asked Questions
Here to help
Answers Made
Simple.
We’ve gathered the questions we hear most often so you can quickly find the information you need before or after placing your order.
Choose a category below, then click any question to expand the answer.
We’re happy to help. Contact us at hello@petdreams.com.
1. Orders & Shipping
From checkout to your door
Everything you need to know about fulfillment, delivery times, fees, free shipping and order changes.
How long does shipping take?
We have partnered with Amazon to fulfill all Pet Dreams orders, giving you access to Amazon's trusted fulfillment network with fast, reliable shipping.
Orders are typically processed within 3–5 business days after they are placed. Delivery times vary depending on the destination and carrier.
Do you offer free shipping?
Yes, we offer free shipping on all U.S. orders!
Can I change or cancel my order?
Because orders are transmitted to our fulfillment network quickly after they are
placed, we cannot guarantee that changes or cancellations can be made once an
order has been submitted.
If you need to request a change or cancellation, please contact us as soon as
possible at hello@petdreams.com. We will do our best to help, but changes cannot be guaranteed.
Do you ship internationally?
We currently ship to addresses within the United States only.
We do not guarantee delivery to freight forwarders, reshipping services, or other
third-party forwarding addresses.
2. Returns & Exchanges
Clear, straightforward returns
How to request a return or exchange, what qualifies, and what happens after your return arrives.
What is your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, with tags, and in its original packaging.
How do I start a return?
To start a return, click the profile icon from our store’s menu and submit a return request from the order status page.
If your return is accepted, we’ll send you instructions on how and where to send your package.
What is the return policy for Buy with Prime Orders?
Some Buy with Prime orders are eligible for return. Click here to start the return process for Buy with Prime orders. For more information on the return policy for Buy with Prime orders, see About Our Returns Policies.
Can I exchange for a different size or colour?
Yes. The easiest and fastest way to exchange your product is to return it, and once the return is accepted, make a separate purchase for the new item.
When will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded to your original payment method
within 10 business days. Please remember it can take some time for your bank or
credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@petdreams.com.
3. Sizing & Fit
Find the right fit
Use our crate measurements and the sizing guide, with tips to help ensure a comfortable and secure fit for your dog’s crate.
How do I find my size?
Each product page includes a size guide with measurements.
Please refer to our Size Guide FAQ Page for more information.
Do you fit all crate brands?
While our crate bedding is designed to fit the majority of dog crates, we use MidWest iCrate as our model.
It is very important to measure your own crate before ordering, as there are slight variances in the width and height of crates amongst different brands.
What if something doesn't fit?
No problem, contact us at hello@petdreams.com to start an exchange and we’ll get the right size to you.
Pro tip: Measuring your own crate before ordering is the best way to confirm the correct size, even if you already know the crate brand or model.
Still have a question?
Send us a message and we’ll be happy to help with your order, returns or products.