Shipping & Returns
Last updated: May 17, 2026
Shipping
Free shipping, worldwide. Every order ships free. We don't run "free shipping over $X" promos — free is the standard.
Delivery time. Orders typically arrive within 7–14 business days, depending on your location. United States orders are fulfilled from our partner facility in the US for faster delivery. EU orders ship from our facility in Slovenia.
Tracking. You'll receive a tracking link by email the moment your order leaves our warehouse. Tracking updates take 12–48 hours to appear after the label is created.
Order cutoff. Orders placed before 14:00 CET on a business day are processed the same day. Orders placed after, or on weekends and holidays, are processed the next business day.
Returns & refunds
The 60-day promise. Use your recovery mat for sixty days. Follow the protocol — fifteen minutes a day, every day. If your dog isn't moving better, sleeping better, or rising easier by day sixty, we'll refund you 100% of what you paid within 5 business days.
Keep the mat. We don't ask for the mat back. No return shipping. No boxing it up. The mat is yours — give it to a friend whose dog might need it, donate it to a local shelter, or throw it out.
How to start a refund. Reply to your original order confirmation email with the subject line "60-day refund". A human reads every reply. We'll confirm and process your refund within 5 business days. The refund will appear on the original payment method.
Refunds outside the 60-day window. If something has gone wrong outside the 60-day window — the mat stopped working, a defect appeared, a different issue — write to us anyway. We'll usually be able to help under our 2-year warranty or find another resolution.
EU consumer rights
If you're shopping from within the EU, you have a statutory right under EU consumer law to cancel your order within 14 days of receiving it for any reason. Our 60-day promise extends that right significantly and includes the keep-the-mat policy. You may exercise either right.
Warranty
2-year limited warranty. Every recovery mat is covered by a 2-year warranty against defects in materials and workmanship. This covers:
- LED failure or burnout
- Electrical or controller malfunction
- Surface delamination or seam failure under normal use
It doesn't cover physical damage (chewing, water damage, drops, modifications). If your mat is covered, we'll repair it or send a replacement at no charge.
Free pad replacement at year 1. On the anniversary of your purchase, we'll proactively reach out and offer a free replacement pad surface. No charge, no shipping fee.
Damaged or incorrect orders
If your mat arrives damaged or you received the wrong item, email us within 5 days of delivery with a photo. We'll ship a replacement at no cost to you.
Questions
For anything not covered above, email sellarogroup@gmail.com. A real person responds, usually within a few hours.