The Pet Den Promise
Every product in the den ships with one promise: if it fails you, we replace it. No games.
What it covers
The Promise covers a product failing at its job. For Coolden, our cooling mat, that means: if it stops cooling or wears out, we replace it. Every product page states plainly what the Promise covers for that product.
How it works
Send one email to hello@petdenco.com with your order number and what went wrong. A real person reads it and sends a replacement. No restocking runaround, no fine-print games.
Your first 30 days
Changed your mind, or your pet never claimed it? That is a return, not a Promise case - any order can go back within 30 days of delivery for a refund. Details in our Returns & Refunds policy.
What it does not cover
The Promise is about the product doing its job. It does not cover a mat that got lost, or one a determined chewer turned into a toy. Not sure your case counts? Email us anyway - we would rather read it than hide behind fine print.