Shipping & Returns

Dispatch: orders are dispatched within 1–3 business days from our manufacturing partner in China.

Free shipping on 2+ items: Available for delivery to Australia, Singapore, Malaysia and New Zealand. Any combination of two or more items qualifies, including two of the same product. Applied automatically at checkout, with no code required. Existing order-value free-shipping thresholds continue to apply to single-item orders.

Australia delivery: orders are prepared in 1–3 business days, then typically spend 6–10 business days in transit with YunExpress. Allow up to 4 weeks during sale peaks or if customs holds your parcel. Shipping is free when you buy 2 or more items, including two ChillMats or a ChillMat with a Reusable Pet Hair Roller. The discount is applied automatically at checkout; no code is needed. For single-item orders, shipping remains free on orders of A$49 or more; below A$49 it is A$9.95.

Customs and import charges: duties and import charges are covered by PawFresco (DDP). If a carrier asks you to pay an import charge, email nexontrllc@gmail.com with the receipt so we can resolve or reimburse it.

60-night Cool-Dog Promise: If the mat is not right for you, email nexontrllc@gmail.com within 60 days of delivery with your order number. 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. No return shipping or restocking fees. This promise is in addition to your rights under the Australian Consumer Law.

Wrong size? Contact nexontrllc@gmail.com within 60 days of delivery. We will help you under our refund promise; you keep the mat.

12-month fabric guarantee: if the stitching or fabric fails in normal use, we’ll replace your mat once.

Damaged or faulty item: Email us with your order number and photos. We arrange a replacement or refund without requiring you to send the mat back. Your statutory consumer rights remain unaffected.

Protected Delivery (optional, A$4.99)

Every order is already covered. If your tracking has not moved for 7 business days, or your parcel has not arrived within 30 days, we refund or replace it. Damaged items are replaced or refunded too.

Protected Delivery adds two things:

• Stolen after delivery: if your parcel is marked delivered but taken from your door, we send a free replacement.
• No waiting: if your parcel is lost or stalled, we send a replacement as soon as you tell us, without the 7-day or 30-day wait.

Available on Australian orders that already ship free (2+ items or A$49+). To claim, email nexontrllc@gmail.com with your order number. You can add or remove it in your cart before checkout.

These promises are in addition to your rights under the Australian Consumer Law.