EASY RETURNS. ZERO HASSLE.
Easy Returns. Zero Hassle.
Not satisfied? Our self-service portal makes returns and exchanges simple and stress-free.
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Return Policy
Everything you need to know before starting a return or exchange.
30-Day Return Window
Returns and exchanges are accepted within 30 days of delivery for eligible items in new, unused condition.
Item Condition Requirements
- Items must be unused and unwashed
- Original tags must remain attached
- Items must be free of pet hair, stains, odors, or damage
- Original packaging should be included when possible
Items Not Eligible for Return
- Personalized or custom products
- Final Sale, Clearance, or Open Box items
- Warranty replacements
- Used, washed, damaged, or altered products
Return Shipping
Customers are responsible for return shipping costs. Eligible returns may qualify for a UPS return label for a flat $30 fee per package.
Refunds & Processing
All returns are inspected after delivery. Approved returns are typically processed within 3–5 business days and refunded to the original payment method.
Important Notes
Returns that do not meet our policy requirements may be declined. Additional carrier adjustments caused by packaging changes may be deducted from the refund.
Warranty Coverage
Warranty & Durability Coverage
120-Day Durability Guarantee
If your dog damages an eligible Alorex bed within 120 days of receiving it, Alorex may provide a one-time replacement depending on the product type.
- Apex Collection: Full product replacement for elevated and reinforced durability systems.
- Core Collection: Replacement cover only. Internal foam or mattress components are not included.
Support
10-Year Structural Support
Core Collection orthopedic mattresses are covered if the internal structure loses more than 2 inches of support within 10 years.
This does not apply to chewing, scratching, water exposure, or misuse. Outer covers are not included.
Craftsmanship
1-Year Craftsmanship Warranty
Covers manufacturing-related defects such as stitching issues, zipper failures, and material defects.
This does not cover damage from destructive behavior or improper use.
Important Notice
While Alorex products are engineered for durability, no material is completely indestructible. Dogs with persistent destructive behavior may eventually damage any product. Supervision is recommended for dogs with a history of aggressive chewing or ingestion. Alorex is not responsible for damage resulting from misuse or unintended use of the product.
While Alorex products are engineered for durability, no material is completely indestructible. Dogs with persistent destructive behavior may eventually damage any product. Supervision is recommended for dogs with a history of aggressive chewing or ingestion. Alorex is not responsible for damage resulting from misuse or unintended use of the product.
Additional Terms
Warranty claims are limited to one replacement per item. Warranty replacements are not eligible for refunds. Clearance, final sale, and open-box items are not eligible for warranty coverage. If a replacement is unavailable, a one-time store credit may be issued for eligible physical products.
Warranty claims are limited to one replacement per item. Warranty replacements are not eligible for refunds. Clearance, final sale, and open-box items are not eligible for warranty coverage. If a replacement is unavailable, a one-time store credit may be issued for eligible physical products.
Common Questions
What does the 120-Day Durability Guarantee include?
Eligible Alorex beds may qualify for a one-time replacement depending on the collection purchased. Apex Collection products may qualify for a full replacement, while Core Collection products may qualify for a replacement cover only.
Are orthopedic mattress inserts covered under warranty?
Core Collection orthopedic mattress inserts are covered under the 10-Year Structural Support Guarantee if the internal structure loses more than 2 inches of support under normal use.
What happens if a replacement product is unavailable?
If an exact replacement is unavailable, eligible customers may receive a one-time store credit that can be used toward select products on the site.
What is the difference between the 30-Day Return Window and the 120-Day Durability Guarantee?
The 120-Day Durability Guarantee is separate and applies specifically to eligible durability-related damage that occurs after use. This coverage may qualify for a one-time replacement depending on the product collection and issue reported.
Smart Recommendations
Let’s Find The Right Bed For Your Dog
If you're here for a return or exchange, it is important to understand your dog's size, chewing behavior, energy level, and sleep habits so the same mistake does not happen again.
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Common Questions
What does the 120-Day Durability Guarantee include?
Eligible Alorex beds may qualify for a one-time replacement depending on the collection purchased. Apex Collection products may qualify for a full replacement, while Core Collection products may qualify for a replacement cover only.
Are orthopedic mattress inserts covered under warranty?
Core Collection orthopedic mattress inserts are covered under the 10-Year Structural Support Guarantee if the internal structure loses more than 2 inches of support under normal use.
What happens if a replacement product is unavailable?
If an exact replacement is unavailable, eligible customers may receive a one-time store credit that can be used toward select products on the site.
What is the difference between the 30-Day Return Window and the 120-Day Durability Guarantee?
The 120-Day Durability Guarantee is separate and applies specifically to eligible durability-related damage that occurs after use. This coverage may qualify for a one-time replacement depending on the product collection and issue reported.