Frequently Asked Questions
Orders & Shipping
How long does shipping take?
Orders are packed within 1-3 business days. Tracked delivery then takes 7-14 days to the US, UK, EU, Canada and Australia. You'll receive a tracking link by email the moment your order ships. Shipping is free on all orders over $35; smaller orders pay a flat $5.90.
Do you ship to Japan or Korea?
Yes! We ship to Japan and South Korea with the same tracked 7-14 day delivery, and the same free shipping over $35. Customs-friendly: pet enrichment items like snuffle mats and lick mats generally clear smoothly.
Where do you ship from?
We ship from our fulfillment partners in Asia, which is how we keep prices reasonable while maintaining quality. Every order is tracked door-to-door.
What payment methods do you accept?
PayPal and all major cards (Visa, Mastercard, Amex) through PayPal's secure checkout — you don't need a PayPal account, just choose "pay by card" at checkout. Payments are encrypted; we never see or store your card details.
Can I change or cancel my order?
If your order hasn't shipped yet, yes — email us as soon as possible at calmpawhaven.shop@gmail.com and we'll catch it. Once it's in transit, you can refuse delivery or use our 30-day return promise.
Returns & The 30-Day Promise
What if my pet doesn't like the product?
That's exactly what our 30-Day Happiness Promise is for. Pets have opinions — if yours ignores the plush or hates the mat, return it within 30 days of delivery for a full refund, return shipping included. Email us and we'll send simple instructions. No interrogation, no restocking fees.
What if my order arrives damaged or wrong?
Tell us within 7 days with a photo and we'll ship a free replacement immediately — you keep or discard the damaged item, no return needed.
How do refunds work?
Refunds are issued to your original payment method within 3-5 business days of the return being processed. You'll get an email confirmation at each step.
Product Care & Usage
How do I wash the Heartbeat Comfort Plush?
Remove the heartbeat module from its inner pocket (it slides out easily), then machine wash the plush cold on a gentle cycle and let it air dry. Never wash or submerge the module — wipe it with a damp cloth if needed.
How long do the heartbeat batteries last?
Roughly 6-8 days of continuous nightly use on 2 standard AAA batteries. Press and hold the button 5 seconds to power off when not in use — most customers only replace batteries every 3-4 weeks with normal overnight use.
Is the snuffle mat washable?
Yes. Shake out crumbs first, then machine wash cold on a gentle cycle inside a laundry bag, and air dry. Skip the dryer — high heat can mat the fleece strips.
How does the self-cooling mat work without power?
Pressure-activated gel inside the mat absorbs your pet's body heat and stays a few degrees cooler than the surroundings. No electricity, no refrigeration needed — just lay it flat. It recharges its cooling effect whenever your pet steps off. For a quick boost, rinse briefly in cool water.
How do I introduce the flapping bird toy to a nervous cat?
Start with it switched off — let your cat investigate the still toy first (a sprinkle of the included catnip helps). Once she bats it around confidently, turn on the flap and chirp. Introduce one new feature at a time.
Still Stuck?
Every product page has a full usage guide, and our blog covers the science behind each category. If your question isn't answered here, email calmpawhaven.shop@gmail.com — a real person who knows the products replies within 24 hours.