Refund policy

Returns and Refunds Policy

The short version

This policy explains how to send a BarklyPaw Dog Cooling Mat back, who pays for what, and when your money reaches you. It applies to every order placed on this store. Please read the Buy One Get One Free section, because that is the part customers most often get wrong.

• Who you bought from: Stickwall, a registered business in Israel, registration number 314619487, selling internationally under the BarklyPaw brand.
• How to reach us: mybarklypaw@gmail.com. Email is our only support channel. We have no phone line and no live chat.
• Return window: 30 days from the day your parcel is delivered.
• Already used by your dog? Still returnable, as long as it comes back in reasonable clean condition.
• Restocking fee: none, on any order, ever.
• We may waive the return entirely. On lower value orders the return shipping can approach what the mats are worth, so we may tell you to keep, donate, or pass on the mats and refund you on the strength of photos. We decide this case by case and we will tell you in our reply.
• Return shipping, when we do ask for a return: you pay the cost of sending it back to us if you changed your mind. We pay if the mat is faulty, damaged, wrong, or not as described.
• Returns go to a US address in Brooklyn, New York, so a domestic return does not have to travel overseas. Email us first for a return authorization number.
• Start here: email us first and wait for instructions. Do not ship anything back before you have them.
• Refund method: back to the card or PayPal account you paid with.

Two definitions we use throughout. A business day means a day our team is working, which is Sunday through Thursday, not counting public holidays in Israel, where our team is based. Your local weekend is probably different from ours, so allow for that when you count. Carriers and customs authorities work to their own calendars, usually Monday to Friday, so transit estimates measured in business days follow the carrier's week rather than ours. Proof of purchase means your order number plus the email address you used at checkout, which is all we ever need from you.

The version of this policy that governs your order is the version published on the day you placed it. We keep a dated record of every change to this page and will send you the version that applied to your order if you ask.

Your 30 day window, and how it sits on top of the law

We give every customer 30 calendar days from the delivery date to ask to send a mat back for any reason at all, including simply changing your mind. This is a promise we make voluntarily. It is in addition to any rights the law already gives you and it never replaces them. If your legal rights are stronger than this policy in a specific situation, your legal rights win and we will apply them.

When the clock starts. The 30 days start on the day the carrier records delivery, not the day you ordered and not the day you opened the box. If tracking never shows a delivery scan, use the lost and undelivered parcels section instead.

How the deadline is met. You meet the deadline by emailing us within 30 days. You do not have to have shipped anything by day 30. Where a return is needed, you get a further 14 days from our instructions to send it.

United States. There is no general federal law forcing an online store to take a product back because you changed your mind, so this 30 day window is a genuine extra rather than a repackaged legal duty. Your state still gives you rights, including rules on how a refund policy must be disclosed, rules on unordered merchandise, and rules against misleading advertising. Nothing here takes any of that away. Where a term below conflicts with the consumer law of your state, your state law applies.

Canada. Provincial and territorial consumer protection laws apply to your purchase, including rules covering goods that are never delivered, are not as described, or were misrepresented. Those rights sit alongside this policy. Quebec residents have further rights under Quebec law, which apply in full and take precedence over anything on this page.

Israel. Purchases are covered by the Consumer Protection Law, 5741-1981 and the distance selling rules, which include a statutory cancellation right. The law permits a seller to charge a cancellation fee in certain cases. We do not charge one.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those guarantees. For any claim under them, email mybarklypaw@gmail.com and quote your order number. The supplier is Stickwall, registered business number 314619487, Israel.

Where we ship. We ship worldwide. Where the consumer law of your country gives you rights stronger than this policy, that law applies and we will follow it.

How to start a return

Every return starts with an email. We have to look at your case and, where a return is actually needed, give you a return authorization number and the correct return address before you send anything. Returns are handled one at a time and the right address depends on your order and your country, so a mat that arrives somewhere with no paperwork may not be identifiable as yours.

Step 1. Email us at mybarklypaw@gmail.com with the subject line RETURN plus your order number, for example: RETURN 1234.

Step 2. Include these details so we can settle it in one reply instead of five:

• Your order number and the email address you used at checkout.
• Which mats are involved: size, color, and how many.
• Whether you want to send back the whole set or keep one mat. This changes your refund, see the Buy One Get One Free section.
• The reason, in one line. "Changed my mind" is a perfectly acceptable reason and we will not push back on it.
• Photos of the mats. For a change of mind this is usually all we need to refund you. For anything faulty, damaged, or wrong, the damaged on arrival section lists the shots that help.

Step 3. Wait for our reply. We aim to answer within two business days. Our reply tells you either that no return is needed, or gives you a return authorization number, the return address, and what to write on the parcel and on the customs paperwork.

Step 4. If a return is needed, ship within 14 days of our instructions, using a tracked service, and send us the tracking number. Put the return authorization number inside the parcel and on the outside label.

Where to send a return

We have a return address inside the United States, so a domestic return does not have to travel overseas. Do not ship anything before you email us and receive a return authorization number. Parcels that arrive without one cannot be matched to an order, which delays or prevents your refund.

Once we authorize your return, send it to:

BarklyPaw Returns
c/o Shmuel Mironi
22700 Savi Ranch Parkway
Yorba Linda, CA 92887
United States

Write your return authorization number on the outside of the parcel and put a note with your order number inside. Use a tracked service and keep the tracking number. Until the parcel reaches us it is still your responsibility, so tracking protects you as much as it protects us. If a return is lost in transit and you can show it was sent to the address above with tracking, we will work it out with you rather than leave you out of pocket.

Who pays for return shipping

This is the part we want to be completely plain about, because it is the part that costs you money.

• You changed your mind, ordered the wrong size or color, or simply do not want the mat. You pay the cost of shipping it back to us. That cost is not refunded. This is lawful in the United States: no federal law requires an online store to accept a change of mind return at all, so our 30 day window is a voluntary benefit we offer on top of your legal rights, and we may reasonably ask you to cover the cost of using it. We do not add a restocking fee on top, ever.
• The mat arrived faulty, damaged, incorrect, or not as described. We pay. You are never asked to spend your own money to fix our mistake. We will either send you a prepaid label or reimburse a reasonable, receipted shipping cost. Where the photos show the problem clearly, we would usually rather refund or replace on the spot than have you ship anything at all.
• Original shipping. Delivery to you was free, so there is no outbound shipping charge for us to withhold from a refund.

Your legal rights are untouched. Nothing above limits any right you have under the consumer law of your state, including rights covering goods that are defective, not as described, or never delivered. Where your state's law gives you a stronger right than this policy, that law applies and we will follow it. Several states also require a store to display its refund policy clearly before you buy, which is why this page is linked in the footer, in the cart, and at checkout.

You usually do not need to ship anything back

We want to be straight with you about something most stores hide. We hold a return address in the United States, in Brooklyn, New York, so a US return does not have to travel overseas. If you are outside the United States the return address we give you may be outside your country, and international postage on a bulky mat can cost real money. A 30 day guarantee that costs more to use than it pays back is not a real guarantee. Instead we look at each case on its facts and apply the same reasoning to everybody.

• Where return shipping would cost close to what the mats are worth, we will usually not ask you to ship anything back.hort version

  This policy explains how to send a BarklyPaw Dog Cooling Mat back, who pays for what, and when your money reaches you. It applies to every order placed on this store. Please read the Buy One Get One Free section, because that is the part customers most often get wrong.

  • Who you bought from: Stickwall, a registered business in Israel, registration number 314619487, selling internationally under the BarklyPaw brand.
  • How to reach us: mybarklypaw@gmail.com. Email is our only support channel. We have no phone line and no live chat.
  • Return window: 30 days from the day your parcel is delivered.
  • Already used by your dog? Still returnable, as long as it comes back in reasonable clean condition.
  • Restocking fee: none, on any order, ever.
  • We may waive the return entirely. On lower value orders the return shipping can approach what the mats are worth, so we may tell you to keep, donate, or pass on the mats and refund you on the strength of photos. We decide this case by case and we will tell you in our reply.
  • Return shipping, when we do ask for a return: you pay the cost of sending it back to us if you changed your mind. We pay if the mat is faulty, damaged, wrong, or not as described.
  • Returns go to a US address in Brooklyn, New York, so a domestic return does not have to travel overseas. Email us first for a return authorization number.
  • Start here: email us first and wait for instructions. Do not ship anything back before you have them.
  • Refund method: back to the card or PayPal account you paid with.

  Two definitions we use throughout. A business day means a day our team is working, which is Sunday through Thursday, not counting public holidays in Israel, where our team is based. Your local weekend is probably different from ours, so allow for that when you count. Carriers and customs authorities work to their own calendars, usually Monday to Friday, so transit estimates measured in business days follow the carrier's week rather than ours. Proof of purchase means your order number plus the email address you used at checkout, which is all we ever need from you.

  The version of this policy that governs your order is the version published on the day you placed it. We keep a dated record of every change to this page and will send you the version that applied to your order if you ask.

  Your 30 day window, and how it sits on top of the law

  We give every customer 30 calendar days from the delivery date to ask to send a mat back for any reason at all, including simply changing your mind. This is a promise we make voluntarily. It is in addition to any rights the law already gives you and it never replaces them. If your legal rights are stronger than this policy in a specific situation, your legal rights win and we will apply them.

  When the clock starts. The 30 days start on the day the carrier records delivery, not the day you ordered and not the day you opened the box. If tracking never shows a delivery scan, use the lost and undelivered parcels section instead.

  How the deadline is met. You meet the deadline by emailing us within 30 days. You do not have to have shipped anything by day 30. Where a return is needed, you get a further 14 days from our instructions to send it.

  United States. There is no general federal law forcing an online store to take a product back because you changed your mind, so this 30 day window is a genuine extra rather than a repackaged legal duty. Your state still gives you rights, including rules on how a refund policy must be disclosed, rules on unordered merchandise, and rules against misleading advertising. Nothing here takes any of that away. Where a term below conflicts with the consumer law of your state, your state law applies.

  Canada. Provincial and territorial consumer protection laws apply to your purchase, including rules covering goods that are never delivered, are not as described, or were misrepresented. Those rights sit alongside this policy. Quebec residents have further rights under Quebec law, which apply in full and take precedence over anything on this page.

  Israel. Purchases are covered by the Consumer Protection Law, 5741-1981 and the distance selling rules, which include a statutory cancellation right. The law permits a seller to charge a cancellation fee in certain cases. We do not charge one.

  Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those guarantees. For any claim under them, email mybarklypaw@gmail.com and quote your order number. The supplier is Stickwall, registered business number 314619487, Israel.

  Where we ship. We ship worldwide. Where the consumer law of your country gives you rights stronger than this policy, that law applies and we will follow it.

  How to start a return

  Every return starts with an email. We have to look at your case and, where a return is actually needed, give you a return authorization number and the correct return address before you send anything. Returns are handled one at a time and the right address depends on your order and your country, so a mat that arrives somewhere with no paperwork may not be identifiable as yours.

  Step 1. Email us at mybarklypaw@gmail.com with the subject line RETURN plus your order number, for example: RETURN 1234.

  Step 2. Include these details so we can settle it in one reply instead of five:

  • Your order number and the email address you used at checkout.
  • Which mats are involved: size, color, and how many.
  • Whether you want to send back the whole set or keep one mat. This changes your refund, see the Buy One Get One Free section.
  • The reason, in one line. "Changed my mind" is a perfectly acceptable reason and we will not push back on it.
  • Photos of the mats. For a change of mind this is usually all we need to refund you. For anything faulty, damaged, or wrong, the damaged on arrival section lists the shots that help.

  Step 3. Wait for our reply. We aim to answer within two business days. Our reply tells you either that no return is needed, or gives you a return authorization number, the return address, and what to write on the parcel and on the customs paperwork.

  Step 4. If a return is needed, ship within 14 days of our instructions, using a tracked service, and send us the tracking number. Put the return authorization number inside the parcel and on the outside label.

  You usually do not need to ship anything back

  We want to be straight with you about something most stores hide. We hold a return address in the United States, in Brooklyn, New York, so a US return does not have to travel overseas. If you are outside the United States the return address we give you may be outside your country, and international postage on a bulky mat can cost real money. A 30 day guarantee that costs more to use than it pays back is not a real guarantee, so we do not run one. Instead we look at each case on its facts and apply the same reasoning to everybody.

  • Where international return shipping would cost more than the mats are worth, which is often the case on the smaller sets, we will usually not ask you to ship anything back. Send us photos of the mats, and once we approve the refund you keep them, give them away, or dispose of them as you prefer.
  • For larger orders, we tell you the return address and roughly what the postage is likely to cost before you commit to anything. If that postage would come to more than half of your refund, we will not ask you to ship it back either.
  • Faulty, damaged, or wrong items almost never need to come back at any price. See the damaged on arrival section.

  Two honest limits on this. We may still ask for the mats back on unusually large orders, where the same customer or address has made repeat claims, or where the request does not add up. And where we do ask for a change of mind return, the postage is yours to pay, which is why we would rather not ask.

  Parcels sent back without instructions. If a mat reaches us with no return authorization number, we do not discard it and we do not treat it as forfeited. We hold it for 30 days, make at least two attempts to match it to an order, and write to any address or email we find inside. If we can match it, we refund it under the normal rules. If nobody has claimed it 90 days after it reached us, we donate it, and if you later show us proof of purchase we will still pay you its allocated value. That is a real risk rather than a formality, which is why step one exists.

  While a return is traveling to us, keep the tracking receipt. If a tracked return is genuinely lost by the carrier, send us the receipt and the tracking number and we refund you on the strength of the carrier's loss confirmation. We will not use a carrier's mistake as a reason to keep your money.

  Condition: what "reasonable clean condition" actually means

  This is a dog product, so we are not going to pretend a mat has to come back untouched. Where a mat does come back to us, our rule is that it has to be in reasonable clean condition: recognizably the item we sent, cleaned to the standard a considerate person would apply, and safe for a human being to open and handle. We deliberately do not require the mat to be unused, because an unused only rule on a dog bed would make the 30 day promise meaningless.

  All of this is completely fine and fully refundable:

  • Your dog lay on it, repeatedly. That is the entire point of the product.
  • Loose hair, light surface dirt, paw marks, and normal creasing from being slept on.
  • You washed it. The mat is machine washable, so please do wash it before returning it.
  • The packaging is opened, or gone. We do not require original packaging.
  • A faint use smell that a normal wash would handle.

  What we ask you to do before sending it back: machine wash it, or at least shake it out and wipe it down. Let it dry completely, because a damp mat sealed in a bag for two weeks of international transit arrives as a moldy mat. Remove loose hair as best you reasonably can. Fold it flat and pack it so it survives the trip.

  If a returned mat is not in reasonable clean condition, we do not quietly keep your money and we do not invent a number. We photograph it, email you the photographs, and apply this published schedule:

  • Needs rewashing, heavy hair, light odor: refund reduced by 25 percent for that mat.
  • Permanent staining, or damage that a wash cannot fix: refund reduced by 50 percent for that mat.
  • Contaminated with urine, feces, vomit or blood that has not been washed out, moldy, mildewed, showing fleas, ticks or other pests, or chewed, shredded, cut or dismantled: no refund for that mat. We cannot accept these for health reasons and carriers will not knowingly move them.

  Those are the only reductions we make and we never stack them. If you disagree with our assessment, reply and tell us why. We will look again, and where it is a genuine difference of opinion rather than a clear case, we refund you in full. We do not ship returned mats back to customers, because from our return address we have no sensible way to do that, so we would rather settle a borderline call in your favor than argue about it.

  A word on chew damage. A dog destroying a mat is not a manufacturing fault, so chew and claw damage is not covered as a defect. If it happened within days of delivery, send photos anyway. We look at those individually and may offer something as a goodwill gesture. That is our choice in each case, not a standing entitlement, and we will not pretend otherwise.

  Who pays return shipping, scenario by scenario

  This section only matters when a return is actually needed. Most change of mind refunds under $99 need no return at all.

  • You changed your mind, wrong size, wrong color, your dog ignored it, no longer needed: you pay the return shipping. Nothing else is deducted. Outbound shipping was free, so there is no delivery charge to claw back out of your refund. Some stores subtract the true cost of their "free" shipping from change of mind refunds. We do not.
  • The mat is faulty or defective, or fails in normal use: we pay.
  • The mat arrived damaged in transit: we pay.
  • We sent the wrong size, the wrong color, or the wrong item: we pay, and we fix the order.
  • The mat is not as described on our store: we pay.
  • Part of your order is missing: there is nothing to return and nothing for you to pay. Tell us and we ship the missing item or refund it.

  How "we pay" works in practice. Because everything ships internationally, we cannot promise a printable prepaid label in every country and we will not claim we can. So we do one of three things, and we tell you which one before you spend anything:

  • Do not ship it back at all. For a fault we can see in your photos, sending a faulty mat back helps nobody. We refund or replace on the photos and you keep, donate, or dispose of the mat. This is what most genuine fault cases get, and it is the fastest outcome for you.
  • Prepaid label, where our carrier supports one for your address.
  • Approved reimbursement. We approve a shipping amount in writing, you ship with a normal tracked service, you send us the receipt, and we reimburse that amount together with your refund. Get the amount approved before you ship, because we reimburse the figure we agreed, not an unexpected express courier bill.

  You are never asked to be out of pocket for our mistake. If we ask you to pay a return cost and then reimburse it, we reimburse it whether or not the return changes our view of the fault. Where an Australian consumer guarantee has failed, we cover the reasonable cost of returning the goods to us, as the Australian Consumer Law requires.

  The Buy One Get One Free set: how refunds work

  How the offer is priced. You pay the regular price of one mat and a second mat of the same size is added to your cart at no charge. There is no coupon code. The second mat adds nothing at all to what you pay. Your receipt shows one mat at the full price and the second at $0.00, because that is how our store applies the offer.

  The free mat is always the same size as the mat you paid for. The colors can differ, so you can have one blue and one gray if the sizes match. Two different sizes are two separate purchases with no free mat, and your cart will show that before you pay.

  How we refund a set. Because one price bought two mats, we treat each mat in a set as carrying half of what you paid for that set.

  • Both mats come back: you get 100 percent of what you paid for that set.
  • One mat comes back and you keep the other: you get 50 percent of what you paid for that set. It makes no difference which of the two you send, because they are the same product and you paid one price for both.
  • You keep both: no refund.

  Why one mat is half, when your receipt shows it at the full price. This is the question we get most, so here is the reasoning in plain terms. The price on your receipt buys a set of two mats. If you keep one of them, you keep half of what that price bought, so we return half the money. Refunding the whole price while you keep a mat would mean handing over both a mat and the money, which we cannot do on a single product store without pricing it into what everybody else pays. Refunding nothing, on the argument that your receipt shows $0.00 beside one line, would mean paying you nothing for a mat you genuinely sent back. Half is the fair reading and it is the one we apply every time, in both directions.

  What half looks like at every size. Our current set prices, which the product page always confirms, and the refund for one mat of that set:

  • XS set $59, one mat back refunds $29.50.
  • S set $69, one mat back refunds $34.50.
  • M set $79, one mat back refunds $39.50.
  • L set $99, one mat back refunds $49.50.
  • XL set $149, one mat back refunds $74.50.

  If you bought two sets, the same math applies to each set. Two L sets at $198 with three of the four mats returned refunds $148.50.

  When only one mat of a set is the problem. If one mat is faulty, damaged, or the wrong color and the other is fine, the half refund rule does not apply to you. That is a fault, we cover it, and you choose between a free replacement of the affected mat, a refund of that mat's allocated value while you keep the good one, or a full refund of the whole set. It makes no difference to us which mat of the set it was, because in practice and in law you bought a set.

  If one mat cannot be returned, for example it was destroyed or lost, tell us. We refund the allocated value of what does reach us rather than refusing the whole return.

  If you would rather not do arithmetic: send both mats back, or ask us about the no return rule above, and you get every cent of that set returned to you.

  Refunds: method, amount, and timing

  Method. Refunds go back to the original payment method, the same card or PayPal account you paid with. That is not us being difficult. Payments are handled by third party processors, we never see or store your full card number, and the only route the money can travel is the way it came. We do not refund by bank transfer and we do not push anyone into store credit. If you would prefer store credit you can ask, but real money back is the default.

  If the card has expired or the account has closed, we still send the refund through. In most cases your bank routes it to your replacement card or account. If your bank rejects it, contact them first, then come back to us with what they said and we will work out the next step with our processor. We will not tell you the money is gone.

  Amount. A refund covers what you actually paid for the returned mats, including any tax we charged you at checkout on those items.

  • Shipping is free on every order, so there is no delivery charge to refund and none to deduct.
  • Import duties, customs charges, brokerage or handling fees collected from you by a carrier or a government are not ours and we never received them, so we cannot refund them. Depending on your country you may be able to reclaim them from your customs authority on a returned import, so keep the paperwork.
  • Return shipping you paid on a change of mind return is not refunded. Return shipping on a fault is, as set out above.
  • Partial returns of a set are refunded on the 50 percent allocation explained above.

  Timing.

  • We reply to return emails within two business days.
  • Where no return is needed, we issue the refund within three business days of agreeing it with you.
  • Where a return is needed, we issue the refund within three business days of the return tracking showing delivery to the return address, and in every case no later than ten business days after that scan. We measure from the tracking scan rather than from a warehouse inspection, because the scan is something you can see too.
  • We cancel and refund a pre shipment cancellation within seven working days of your request.
  • Your bank or PayPal then needs its own time to post it, usually three to ten business days for cards and faster for PayPal. That part is genuinely out of our hands. We send you the refund confirmation so you have proof while you wait.

  Replacements are dispatched on the same timeline as a new order: prepared in one to three business days, then typically 8 to 16 business days in transit, plus any customs processing. We do not hold a replacement while a return travels back to us unless there is a specific reason, and if there is one we will tell you what it is.

  Fees: there are none

  To be completely plain about it:

  • Restocking fee: none. Not 10 percent, not 15 percent, not on any order, not on a used mat, not on a partial return.
  • Return processing, handling or inspection fee: none.
  • Deduction for the free shipping we gave you: none.
  • Cancellation fee: none, including for Israeli customers, where the law would actually allow us to charge one.
  • Fee for filing a payment dispute: none.

  There are exactly three situations in which you receive less than the full price back, and none of them is a fee:

  • You kept one mat of a set, so half of the price stays with the mat you kept.
  • A returned mat came back in poor condition, and we applied the published condition schedule above after showing you photographs.
  • A parcel came back to us undelivered or was refused, because of an address problem or a refusal at the door. In that case we deduct only the outbound and return transport and customs charges we were actually billed and can document to you. This is the one place where this policy and our Shipping Policy have to work together, and they say the same thing.

  If anyone ever quotes you a charge that is not on this page, it is a mistake and we will correct it.

  Size and color changes, and why we do not call them exchanges

  We do not run a swap in place exchange service, because we do not hold stock inside your country. A true exchange would mean waiting for your mat to travel back to us before anything new shipped, which can take weeks. Being honest about that is better than advertising an exchange program that would disappoint you.

  If you want a different size or color and the order we sent was correct, the fastest route is to place a new order for what you want and start a return on the original. Mention in your return email that you have reordered. Your refund then runs under the normal rules, including the no return rule where it applies. You are not charged anything extra for doing it this way.

  If we sent the wrong size or color, that is on us. Email us a photo of what you received with your order number. We ship the correct item at our cost and we either send a prepaid return, reimburse an approved return cost, or tell you to keep or donate the wrong one. You are never out of pocket for our error, and we will never ask you to place a second order to fix a mistake we made.

  Sizing help before you order is free and we would much rather give it than process a return. Email us your dog's breed, weight, and length while lying stretched out, and we will tell you which of the five sizes fits.

  When we cannot accept a return

  This list is deliberately short:

  • A change of mind request that arrives after the 30 day window. Genuine faults are treated separately, see below.
  • A returned mat that is contaminated, moldy, pest exposed, or destroyed, as set out in the condition schedule.
  • It is not our product. We can only refund a BarklyPaw Dog Cooling Mat bought directly from this store. A mat bought from a marketplace seller, a reseller, or a copycat listing goes back to whoever sold it, even if it looks identical to ours.
  • We cannot identify the order and you cannot provide proof of purchase.
  • The mat was destroyed by the dog, chewed, shredded, or dismantled. That is not a product fault.

  One thing worth setting straight, because it comes up. This mat is a comfort product. It is a three layer ice silk fabric mat with a non slip base. There is no gel, no electricity, no water, no battery, and nothing to put in the freezer. It is designed to feel cool to the touch and to breathe rather than trap heat the way a padded bed does. It will not feel like ice, it does not refrigerate, and it is not a medical or veterinary device. It is not sold to treat, prevent, or manage any condition in your dog, and we make no health claims about it. If the mat is not what you hoped for, that is a completely valid change of mind return within 30 days and we will not argue with you about it. It simply is not a defect, so the change of mind rules apply.

  Faults after the 30 days. We do not offer a multi year warranty and we are not going to invent one. What we do is look at genuine manufacturing faults in good faith after the window closes: seams opening on their own, the non slip backing separating, fabric failing without abuse. Send photos and your order number. Separately, consumer law where you live may give you rights against a seller for goods that are not of acceptable quality for considerably longer than 30 days, and nothing on this page affects those rights. In Australia in particular, the consumer guarantees apply for whatever period is reasonable for a product of this kind, regardless of our window.

  Damaged, defective, or wrong on arrival

  Tell us within 30 days of delivery, the same window as everything else on this page. If the parcel itself arrived crushed, soaked, or torn open, please tell us within 7 days if you can, because a fresh report gives us a real chance to raise it with our shipping partner. That earlier date is a request, not a deadline, and reporting later never costs you the remedy.

  Send these photos in your first email, so we can settle it in one round instead of four:

  • The damage or defect, close up and in focus.
  • The whole mat laid out flat, in one frame.
  • The outer packaging and the shipping label, with the tracking number readable.
  • Any damage to the packaging itself.
  • For a wrong item, the mat you received alongside the packing information, so the size and color are clear.

  Photographs of the packaging are enough. You do not have to store a box for weeks waiting for us.

  What happens next. We respond within two business days. Where the photos show the problem, we do not make you ship anything back. Your choice of remedy is a free replacement of the affected mat, or of the whole set if both are affected, at no cost to you, or a full refund of what you paid for the affected set.

  Faults that appear in the first weeks of normal use are handled exactly like damage on arrival, not as a change of mind. You do not lose the fault route because you used the mat for two weeks first, and you do not pay return shipping for a fault that took a few days to show itself.

  If we cannot ship the exact size and color you ordered, we contact you before shipping. You choose a different variant, a wait, or a full refund. We do not substitute a different product for the one you ordered.

  Lost, delayed, undelivered, and refused parcels

  What normal looks like. Orders are prepared in one to three business days and typically take 8 to 16 business days to arrive after that. The goods cross a border, so customs processing can add time. International tracking often sits still for several days during handoffs and then updates in a burst, so check the tracking page linked in your shipping confirmation before assuming something has gone wrong.

  When to contact us. Email us if any of these is true:

  • No first tracking scan within 5 business days of your dispatch email.
  • No tracking movement for 10 consecutive business days.
  • Nothing has arrived after the 16 business day transit estimate has passed.
  • Tracking shows returned to sender, refused, held at customs, or an address problem.

  What we do. We chase it with our shipping partner and the carrier and we tell you what we learn, including when the answer is bad news. If the parcel has not been delivered within 30 calendar days of your report, we treat it as lost and you choose a free replacement or a full refund. You do not have to fight the carrier yourself, because the shipping contract is ours, not yours. There is no later cutoff after which we stop helping.

  Marked delivered but not received. This is genuinely frustrating and we do not treat it as an automatic no. First, please wait 48 hours, because carriers sometimes scan a parcel before the final drop, and check other doors, porches, mailrooms, building offices, parcel lockers, neighbors, and everyone else in the household. If it still has not appeared, email us within 14 days of the delivery scan with your address exactly as you entered it at checkout. Later reports are still reviewed.

  Then we apply a published rule rather than a judgment call. The first time a customer reports a parcel as delivered but not received, we replace it or refund it, your choice, without asking you to prove anything. If it happens again to the same customer or the same delivery address, we will ask for the carrier's proof of delivery and a police report before we replace it a second time. Theft from a doorstep after a confirmed delivery is not something we can verify, and it may also be covered by your home insurance or your card issuer.

  Wrong or incomplete address. We ship to the address entered at checkout, so please check it carefully. If a parcel comes back to us as undeliverable because of an address error, we will reship once and ask you to cover the actual reshipment cost, quoted to you first, or refund you the price of the goods less the transport and customs costs we can document that we actually paid. We do not add a penalty on top of that, and you can always choose the refund instead of the reshipment.

  Refused delivery. If you refuse a parcel or ignore carrier contact until it is returned, tell us so we can watch for it. Once it comes back and we confirm the mats are in resalable condition, we refund the price less the documented transport and customs charges we were actually billed. Refusing delivery is the most expensive possible way to change your mind. Emailing us is free and gets you a better result.

  Customs holds and requests for information. Occasionally a carrier or customs authority contacts the recipient for identification or a duty payment. If that request goes unanswered, the parcel is returned or destroyed at their discretion, so please respond to those messages. If a parcel is seized, abandoned, or destroyed by customs through no fault of yours, we treat it as a lost parcel and you get a free replacement or a full refund. We do not limit that to whatever we can recover from a carrier.

  Gifts

  The offer means a lot of customers end up with a spare mat, so gifts are common. If you received a mat as a present and something is wrong with it, email us anyway. We can usually find the order from the buyer's name, email address, or the shipping address, and you do not need an order number.

  Two things to know. Any refund has to go back to the original payment method, which belongs to the person who paid, so we cannot send money to a gift recipient. But we can send a replacement or a different size at no charge, which resolves most gift cases without any money moving at all.

  Canceling or changing an order before it ships

  You can cancel free of charge at any point before your order is handed to the carrier. Orders are prepared within one to three business days, so speed matters. Email mybarklypaw@gmail.com with the subject line CANCEL plus your order number. There is no cancellation fee and no deduction of any kind. We refund a cancellation within seven working days.

  Address, size, and color changes use the same route and the same deadline. Send the correction with the subject line CHANGE plus your order number. Once a shipping label is printed we usually cannot change the address, and once a parcel is inside an international network we cannot redirect it. If we cannot make the change, we tell you straight away rather than letting you assume it went through.

  If it has already shipped, we cannot recall it, and your order falls under the normal 30 day return process once it is delivered. If it turns out we dispatched after you had already asked us to cancel, that is our error and we cover everything, including any return.

  We may cancel an order ourselves if the item is out of stock, the price or description shown was clearly wrong, our payment processor flags the payment as fraudulent, the order is clearly for resale, or we cannot lawfully ship to the address. If we cancel, you get a full refund within seven working days and a written explanation. We will not sit quietly on an order we cannot fulfill.

  Chargebacks and payment disputes

  Please email us before you call your bank. Not because you lack the right to file a chargeback, you have that right and we are not asking you to give it up, but because it is slower for you. A chargeback takes weeks or months. A refund from us takes days.

  How we behave when a dispute is filed. We respond to the bank with our records: the order, the payment authorization, the shipping and tracking history, proof of delivery where we have it, this policy as published on the date of your order, and our email correspondence with you. We do not fabricate evidence and we do not contest disputes we know are fair. If your parcel never arrived, or a mat was faulty and we handled it badly, we are not going to spend three months fighting you over the price of a dog mat.

  Avoiding a double refund. If you file a chargeback while a refund is already in progress, please tell us. We pause our own refund until the dispute closes, so you do not receive the money twice and then face a reversal. If you have already been refunded and a chargeback is later decided in your favor for the same amount, we may ask you to return the duplicate payment.

  Goods that arrive after a dispute is won. If a non delivery chargeback is decided in your favor and the parcel then turns up, please email us. We will either arrange collection or reinstate the payment.

  What we do not do. We do not add fees for disputes, we do not threaten collections over a disputed order, and we do not close an account over a single legitimate dispute.

  Fair use of this policy

  The 30 day window and the no return rule exist because most people are honest, and we would rather make life easy for them than build a policy around the few who are not. So trust is the default here. We approve returns, we do not interrogate anyone about their reasons, and we do not demand proof that a dog disliked a mat.

  Where we do slow down and ask for more:

  • Repeated claims that parcels were never delivered, across multiple orders or repeatedly to the same address.
  • Return parcels that arrive empty, or containing something other than the mats we sent.
  • Orders placed with payment details our processor flags as stolen.
  • Bulk ordering followed by systematic partial returns designed to accumulate free mats.

  In those situations we may ask for additional verification, require the mats back before refunding rather than refunding on photographs, or decline to accept future orders from that account or address. Two commitments alongside that. We always explain in writing what we are asking for and why. And we will never withhold a refund you are legally owed, whatever we happen to think of the pattern. Suspicion is not a reason to keep somebody's money.

  Complaints, disputes, and contacting us

  Step one is always email: mybarklypaw@gmail.com, with COMPLAINT and your order number in the subject line. We have no phone line and no live chat, so email really is the fastest route to a human being here. Include your order number, what happened, what you have already tried, and what outcome you want. We aim to reply within two business days and to resolve the matter, or give you a clear position on it, within 14 calendar days.

  If our first answer does not work for you, reply and ask for a final written response. That response will set out what we decided, why, and what evidence we relied on, so you have something you can take elsewhere.

  If you still disagree, you have options and we will not obstruct any of them: your card issuer's or PayPal's dispute process, your national, state, or provincial consumer protection authority, or your local small claims court.

  What we do not ask you to give up. We do not require binding arbitration, we do not make you waive a class action, and we do not impose a shortened deadline for making a legal claim. Our Terms of Service are governed by Israeli law, but the mandatory consumer protection law of the country, state, or province where you live still applies to your purchase, and we will not argue otherwise.

  Privacy of what you send us. Return emails, photographs, and addresses are used to process your return and for nothing else, as described in our Privacy Policy. We never need your full card number to issue a refund and we will never ask for it. If anyone claiming to be BarklyPaw asks you for card details, a password, or a payment to release a parcel, it is not us. Our only support address is mybarklypaw@gmail.com.

  Changes to this policy. We update this page as the business changes. The version that applies to your order is the one published on the day you placed it, so a later change can never reduce a right you already had. Ask us for the version that applied to your order and we will send it.

  Seller of record. Stickwall, registered business number 314619487, Israel, selling internationally under the BarklyPaw brand. Our full registered business address is available by email on request. Support: mybarklypaw@gmail.com.

  Last updated: July 25, 2026