Refund policy
Returns
We accept returns within 30 days of delivery on beds that are unopened, with the original carton still sealed. Email us, we’ll confirm the return, and your refund goes out within a week of the bed reaching us.
Why the seal matters
Every bed ships compressed — vacuum-pressed to about a third of its finished size so it fits in one carton you can carry. That compression happens once, on industrial equipment, at the factory. Once the seal is broken the cushion expands and there is no putting it back, which means an opened bed can’t go to anyone else.
We’d rather tell you that plainly than write a generous-sounding policy we’d have to argue our way out of later.
Damaged, faulty, or not what you ordered
Different situation, and the seal is irrelevant here. Open it, photograph it, and email support@momolatte.com within 14 days of delivery. We’ll replace it or refund you in full, and in most cases we won’t ask you to ship anything back — sending a large bed across the country twice helps nobody.
Not sure about the size? Ask before you open it.
Sizing is the one thing worth settling while the carton is still sealed, and it’s what we’re most useful for. Measure your dog stretched out flat on their side, nose to the base of the tail. Then email support@momolatte.com with that measurement, their weight, and how they sleep — curled tight, sprawled flat, or pressed up against something. We’ll tell you which size, and we’ll tell you if we think none of ours is right for your dog.
Full chart on the Size Guide. Between two sizes, size up.
Already ordered the wrong size and haven’t opened it? That’s an ordinary unopened return — email us and we’ll swap it.
How to start a return
Email support@momolatte.com with your order number. Please don’t send anything back before you hear from us — we’ll confirm it first and give you the right return address.
Return shipping
- Change of mind, carton unopened — return shipping is yours. Beds are bulky and that postage is real money; we’d rather say so here than bury it at checkout.
- Damaged, faulty, or our mistake — on us, both directions.
Refunds
Once the bed reaches us and the carton checks out, we refund your original payment method within 5–7 business days. Depending on your bank it can take a few more days to appear on your statement.
Covers
Covers are sold with the bed, never separately. If a cover fails within one year of delivery we replace it free — that one has nothing to do with the carton.