FAQs
Everything pet parents ask before their first order — delivery, cooling, sizing, returns and care.
Sizing first
Questions, answered
How do I choose a size?
Measure your dog nose to tail while they are stretched out. Add about 5 cm if they curl up, 15 cm if they stretch a little or 25 cm if they sprawl, then pick the smallest mat at least that long. The size finder does the maths in a few seconds, and the size guide on the ChillMat page lists every size.
My dog is between two sizes. Which one?
Choose the bigger one, so there is room to stretch out. Wrong size anyway? Email nexontrllc@gmail.com within 60 days of delivery and we will help you under our refund promise; you keep the mat.
I have two dogs. Is there a multi-pet price?
Yes. Add two mats to your cart and 25% comes off the lower-priced mat. You’ll see it in the cart before checkout.
Do I need to freeze it, add water or plug it in?
No. There is no gel, no water and no electricity. The ice-silk weave feels cool to the touch and the mesh backing lets air move underneath. Just unroll it where they nap. It is not a refrigerated surface.
Is there gel inside?
No gel layer at all. The mat is quilted fabric with fibre fill and a mesh backing, so there is no bladder to puncture, leak or freeze. That is also why it can go in the washing machine.
Is it machine washable?
Yes. Cold gentle cycle, ordinary detergent, no fabric softener. Wash it whenever it gets furry, muddy or dribbled on.
How do I dry and store it?
Air dry out of direct sun and skip the tumble dryer. It folds flat like a blanket for storage.
Can I use it in a crate?
Yes. It folds flat for crate trays, and the non-slip mesh backing helps it stay where you put it.
What if my dog chews it?
The ChillMat is soft quilted fabric with bound edges, but no mat is chew-proof. Supervise the first few uses and take it away if they start mouthing it. Damaged on arrival or faulty? We replace or refund it without requiring you to send the mat back.
How long does Australian delivery take?
Orders are prepared in 1–3 business days and shipped from our manufacturing partner in China. YunExpress transit to Australia typically takes 6–10 business days after dispatch; allow up to 4 weeks in sale peaks or if customs holds a parcel. Shipping is free on orders containing 2 or more items to Australia, Singapore, Malaysia and New Zealand, applied automatically at checkout. Single-item Australian orders are free from A$49 after discounts; below A$49, shipping is A$9.95. Duties and import charges are covered (DDP). Full details: Shipping & returns.
What is the return process?
Email nexontrllc@gmail.com with your order number within 60 days of delivery. Used is fine. We refund the full product price to your original payment method; you keep the mat and do not need to send it back. Damaged on arrival? Send a photo and it is replaced or refunded. These promises sit alongside your rights under the Australian Consumer Law.
Still unsure? Email nexontrllc@gmail.com — we reply within one business day.