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Most answers are in the FAQ below. If not, send us a message and a real person on our team will reply.
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info@halehounds.comTrack an order
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Track your order →Returns & refunds
30-day money-back guarantee.
How returns work →Frequently asked questions
Quick answers to what pet owners ask us most.
Orders & shipping
How much is shipping?
Shipping is free on every order, with no minimum spend and no surprise fees at checkout.
How long does delivery take?
Delivery takes 3–7 business days in total, including 1–2 business days to process your order. Some remote areas may take a little longer.
Where's my order?
Once your order ships, you'll get an email with a tracking number and a link to follow it. You can also check it on our Track your order page.
Returns
What's your return policy?
Our 30-day money-back guarantee: if it's not right for any reason, you have 30 days after receiving your order to send it back for a full refund. Items need to be unused, in their original condition and packaging.
How do I start a return?
Contact us first, before sending anything back, so we can confirm your return and give you the right address. See Returns & refunds for the details.
What if my order arrives damaged?
Contact us within 14 days of delivery with a photo of the item and a short description, and we'll sort out a refund or replacement.
Products & care
Which crate mat size do I need?
Measure the inside of your crate floor and match it to the mat. S fits 20" crates, M fits 24", L fits 30", XL fits 36" and XXL fits 42".
Why does my crate mat look flat?
It ships vacuum-packed. Unzip the cover, smooth out the foam and let it air out. It springs back to full thickness.
How do I wash it?
Unzip the cover and machine wash on a gentle cycle. Air dry. Don't wash the foam.
Is it chew-proof?
No. Please supervise puppies and heavy chewers.