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FAQ

Find answers to shipping, returns, orders, etc below. Or write to us directly at hello@velvethippo.dog or call 917-300-8171.


Orders and Shipping

PAYMENTS 

We accept all major credit cards including Visa, Mastercard, Amex, and Discover. We also accept 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.

ORDER PROCESSING 

We attempt to process and ship your order as quickly as possible. Please allow 1-3 business days for most in-stock products to ship.

Please contact us as soon as possible if you need to modify or cancel your order. We are unable to cancel or modify shipping addresses once your order has shipped.

SHIPPING TIME

Please allow 1-3 business days for most in-stock products to ship. 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 after when your order has shipped. We ship via Fedex, UPS, or USPS depending on the best delivery timing.

FREE SHIPPING

Yes, we offer free ground shipping to the contiguous 48 states.

ALASKA + HAWAII

Orders shipping to Alaska and Hawaii are charged by weight. You will be able to see the fees during checkout once you enter in your zip code. We ship to Alaska & Hawaii via USPS Priority Mail.

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

LOCAL PICK UP

If you're in the Brooklyn area, you can always choose to swing by our Red Hook office (185 Van Dyke St. Brooklyn, NY 11231). Since we don’t have a storefront, please email orders@velvethippo with details to coordinate a pick-up time.

Afterpay

WHAT IS AFTERPAY?

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.

HOW DO I USE AFTERPAY?

Just shop velvethippo.dog 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 info@afterpay.com.

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.

AFTERPAY ELEGIBILITY

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.

HOW DO I RETURN AN ITEM WITH AFTERPAY?

Afterpay returns follow our standard return process. See below for more information about our Return policy. Afterpay will be notified of your return and refund payment accordingly.

If you have a question or concern about your Afterpay order, please contact Afterpay support at info@afterpay.com.

MORE ABOUT AFTERPAY

Visit the Afterpay website here for a comprehensive list of FAQs and check out Afterpay’s Privacy Policy found here.

If you have a question about your Afterpay account, please contact the Afterpay toll-free customer support line at 855-289-6014 or at info@afterpay.com using the contact form found here.

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Returns

RETURN POLICY 

We have various tools to help you to discover the best fit for your pet and home. We offer complimentary swatches so you can touch, see and compare fabrics that will help you make the best decision. We also provide detailed dimensions of our beds so you can measure and visualize how your pet will fit into the bed, and how the bed will fit into your home. You can always reach out at hello@velvethippo.dog 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 orders@velvethippo.dog 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. Refunds are generally processed within 5 to 10 business days.

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.

Swatches

Need to see our Hex Cushion fabric in person? We offer up to three complimentary swatches with free shipping. Start your swatch order here and enter your shipping address during checkout.

Swatches ship within in 1-3 business days via USPS, and delivery time is usually between 2-7 business days depending on your location.

Sizing

See our detailed measurements of our beds here.

Gift Cards

Reach out at hello@velvethippo.dog to purchase a gift card.

Wholesale

For all wholesale inquiries, apply here.

Questions

Any product or sizing questions or have any special requests? Reach out at hello@velvethippo.dog or 917-300-8171 and we'll do our best to answer all questions promptly.