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Frequently Asked Questions

From fabric details to care tips, we’ve got answers to all kinds of questions. For anything not covered, write to us at or call 917-300-8171.


What methods of payment do you accept?

We accept all major credit cards, as well as Paypal. You can also choose to use Afterpay, a platform that allows you to purchase now and pay for your purchase in four equal payments. Learn more about Afterpay below.

What is Afterpay and how does it work?

Afterpay is a service that allows us to offer our customers the ability to make purchases now and pay for them in four equal payments made every 2 weeks without any interest.

Just shop and check out as usual. During checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order – it’s pretty easy!

Please note, all items in your shopping cart must be eligible for Afterpay and the bag value must be between $35 and $1000. Approval amounts may vary and are determined by Afterpay. If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or at

How does the Afterpay payment schedule work?

All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may login to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly.

You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.

You must be over 18, a resident of the U.S. and meet additional eligibility criteria to qualify. Late fees apply. Estimated payment amounts shown on product pages exclude taxes and shipping charges, which are added at checkout. Click here for complete terms.

If you have a question or concern about your Afterpay order, please contact Afterpay support at Visit the Afterpay website here for a comprehensive list of FAQs and check out Afterpay’s Privacy Policy found here.

Will I be charged sales tax?

Sales tax will apply for orders shipping to New York.

How long does it take to process my order?

We attempt to process and ship your order as quickly as possible. Please allow 2-5 business days for most in-stock products to ship out from our warehouse.

How do I modify or cancel my order?

Please contact us at within 30 minutes of placing your order if you need to modify or cancel your order. We are unable to cancel or modify shipping addresses once your order has shipped.

If you would like to add items to your existing order, please place an additional order. We do not store your credit card information and cannot process changes made after the order is placed.

Sales & Promotions

Does Velvet Hippo have any sales or promo codes?

Yes, we typically have a few sales per year, and occasionally host digital events that may include a promo code or discount. Sign up for our newsletter (in the footer) to stay updated with sale details.

Please note, we do not offer price adjustments to purchases made prior to or after sales events. Gift cards are not included in our sales.

Are there any limitations on promo codes?

Promo codes run from a limited time, subject at our discretion. Promo codes cannot be combined with other codes and cannot be applied to previous purchases. Limit one promo code per order. Terms of offer are subject to change.


Where does Velvet Hippo ship?

We ship to all 50 States (including Alaska and Hawaii).

At the moment, we cannot ship to Puerto Rico, PO boxes, military addresses, or Internationally. Sorry!

How much does shipping cost?

We provide free domestic ground shipping to the 48 contiguous states. For Alaska and Hawaii, shipping costs are calculated USPS based on the shipping weight and dimensions, and you will see the cost show up during checkout.

How long does it take to receive my order?

Most of our in-stock product ships out in 2-5 business days. Delivery times range from 2-7 business days depending on your location. You will receive an email with an estimated delivery date and tracking info when your order has shipped. We ship via Fedex, UPS, or USPS depending on the best delivery timing.

What’s the status of my shipment?

To track your order, we recommend setting up an account at checkout. This allows you to log in and receive the most up to date information on your order. Once your order ships, you will receive tracking information via email.

How do I recycle Velvet Hippo boxes?

Our Velvet Hippo cardboard shipping boxes are recyclable in the vast majority of residential curbside recycling bins. The interior plastic bags can be recycled at your local grocery store, hardware store, and large retailers, where they provide collection bins near the storefront close to the main entrance.

If your local recycling program does not accept this type of material, you can find a drop-off location near you by following the link here.

What if I need to change my shipping address?

Contact us at within 30 minutes of placing your order during normal business hours Monday – Friday, 9:00am – 5:00pm EST. We are unable to cancel or modify shipping addresses once your order has shipped.


What is your return policy?

We have various tools to help you to discover the best options for your pet and your home:

- On each product page, there’s a dropdown menu at the top of the main image. This allows you to toggle between different dog models on different size beds, so you can see how a range of fits.

-We also have a detailed spec page that outlines the detailed interior and exterior measurements of the hex bed. This is helpful if you’re trying to get a better idea of space planning and how the bed will fit in your room.

-You can always email us at with any questions.


We will happily replace or issue a refund if there is a product defect. Unfortunately, we cannot issue returns for any other reasons.

If you believe you have a product defect, please email to request a Return Authorization Number. We will follow up with return instructions and include a return shipping label. Once your return package has been received, you will be notified by email that your refund has been issued.

We do not accept returns on sale items and gift cards. Shipping and handling fees are nonrefundable.

When will I receive my refund?

Please allow 10 to 14 business days for your return to process. We will send an email notification once the item(s) have been received and the refund has been initiated. From this date, the full refund amount will appear back in the original account within three to five business days.

Can I exchange my order?

Unfortunately, we do not offer exchanges at this time. Items are only eligible for returns if there is a manufacturer’s defect- please see above for our full return policy.

How do I return an item with Afterpay?

Afterpay returns follow our standard return process. See above for more information about our Return policy. If you are returning because of a defect, Afterpay will be notified of your return and refund payment accordingly. More on Afterpay returns.

Hex Cushion

Why does the hex cushion ship flat packed?

Our beds are flat-packed and vacuum sealed for efficient shipping, which also allows us to offer free ground shipping on all orders (yah!).

How do I assemble the Hex Cushion?

Check out our blog post here for assembly and care!

Are your beds washable, and how should I care for my dog bed?

Yes, our beds are machine washable! Visit our detailed post on how to care for your Velvet Hippo dog bed.

What’s special about the canvas fabric of the Hex cushion?

Our dog beds are crafted from a carefully selected canvas textile that we spent quite a bit of time sourcing and testing! Visit this post to see why we chose our canvas textile and why it’s a great choice for your dog bed.

How do I choose the right size bed?

Every pup is different, however we generally recommend the sizing below. If your pup is on the border of two sizes, think about their sleep style preference. If they like to spread and sprawl out, size up.

Small: For pups up to 25 lbs.

Medium: For pups up to 50 lbs.

Large: For pups up to 70 lbs.

We also have a few other helpful tools to help you assess the right size bed:

-On each product page, there’s a dropdown menu at the top of the main image. This allows you to toggle between different dog models on different size beds, so you can see a range of fits.


-We also have a detailed spec page that outlines the detailed interior and exterior measurements of the hex bed. This is helpful if you’re trying to get a better idea of space planning and how the it will fit in your room.

Where are your dog beds designed and made?

Our designs and initial samples are made by hand in the US. Once the design is nailed down, they are produced at our highly skilled upholstery factory in Vietnam. We visit our manufacturing facility several times a year and maintain a close relationship with them to ensure the best production quality.

Do you offer your products for the trade and hospitality?

Yes! We love supporting dog friendly spaces and we’re proud to offer exclusive pricing and services to our Hospitality and Trade partners.

To apply for a Trade Account, get started here. Alternatively, you can reach us at to partner with us on commercial and residential design projects.

Asher Throw

How do you use the Asher Sheepskin Throw?

We love pairing the Asher throw with the Hex Cushion dog bed as a bed topper or blanket for a layer of warmth and comfort. You can also use the Asher throw on its own as a dog nesting pad, or around your home as a cozy throw.

What's special about the Asher Throw?

The Asher throw is made from Icelandic long-haired sheepskin. The sheepskins have a unique hair system where the outer longer hairs repel dirt, and the inner shorter hairs insulate and keep warmth.

How do I care for the Asher Throw?

Because wool is naturally antimicrobial, for regular maintenance, we suggest giving your sheepskin a good shake and brushing it with a sheepskin rug brush (made of metal bristles).

What should I do if my dog has an accident or I spill something on the Asher Throw?

Small stains and minor soiling can be sponged off with a damp white cloth. You can use special liquid cleanser for wool, mix it with a bit of water, and use the foam to clean the stains. Lay the sheepskin flat to air dry, away direct sunlight and heat, then comb it out with a metal brush.

Gift Cards

How do I send a Gift Card?

The Digital Gift Card is delivered via email to the buyer immediately after purchase with instructions on how to redeem the gift amount at checkout. The buyer will need to forward the email to the recipient or print it out to gift it in person..

How do I redeem my Gift Card?

At checkout, click “Enter a Gift Card or discount code,” type your Gift Card code into the empty field and select “Apply.”

How do I check my Gift Card balance?

Please email us at to check your gift card balance.

What Gift Card amounts do you offer?

We offer Gift Cards in the following amounts that you can purchase here: $50, $100, $150, $200. We can also customize gift card amounts; just email us at


Where does the name Velvet Hippo come from?

"Velvet Hippo" comes from the funny nickname and literal resemblance of our two beloved pits, Rasta & Lola, who were huge inspirations for starting the brand.

The name also represents our values:

-Loyalty: Reliable and true, just like the two pitbulls that inspired us.

-Spirit of Adventure: We strive to fill our homes and lives with moments of thrill and passion.

-Intention: We act with thought and meaning to make every detail a feature.

Do you offer your products for interior designers, hospitality or trade professionals?

Yes! We love supporting dog friendly businesses and spaces and we’re proud to offer exclusive pricing and services to our Hospitality and Trade partners.

To apply for a Trade account, get started here. To inquire about Wholesale, get started here.


Do you have a registry?

Not directly through our site, but we’ve partnered with Zola so you can easily register for Velvet Hippo products. Begin your registry now.

How do I return my bed that was purchased through Zola?

All returns, exchanges and damages are handled by Zola’s customer service. You can contact them here.


What is your trade discount?

We offer a trade discount of 15% off list for eligible products. Our trade discount cannot be applied to gift cards, tax and shipping costs, and cannot be combined with any other offers.

Who is eligible to join your Trade program?

Our Trade program is available to design professionals for their respective services and projects. During the application process, you will be asked to submit a verified business website or business presence credential.

Please note, our trade program is not eligible for retail or businesses who are interested in wholesaling our products. If you're interested in wholesale, inquire here.

How do I apply for a Trade account?

Start your Trade application here. You will receive notification of your status within 2-3 business days.

Does your Trade program offer tax exemption?

Sales tax will automatically apply for orders shipped to New York. To waive sales tax to New York, please upload your resale certificate on the Trade application.

How do I place a Trade order?

Please email with your order request. We will send you a custom link to purchase, which will then take you through the checkout process.

Our free ground domestic shipping does not apply to trade orders. Shipping costs vary on trade orders, which will be outlined when you submit your trade order request via email.

Do you offer swatches?

Yes, we offer complimentary swatches for trade orders. Just email us and we’ll take care of you :)


Do you offer wholesale and how do I get in touch?

Yes, we partner with select retail stores to offer our Velvet Hippo products. For all wholesale inquiries, get in touch here.


How can I get in touch about an order or get help?

Email us at and we’ll do our best to answer promptly!

Do you have live chat?

Yes, we have live chat! Get started by clicking the chat icon in the bottom right hand corner of your screen. We generally answer within several minutes, but if we’re not there, please leave your email and we’ll reply as soon as we can.