FAQ
Here you'll quickly find answers to the most frequently asked questions.
FAQ
Here you'll quickly find answers to the most frequently asked questions.
General questions
To determine the optimal size for a dog bed or dog cushion, it is recommended to measure your dog while standing upright from the tip of its nose to the base of its tail and then add an additional 15-30 cm. This extended length represents the ideal internal dimensions of the dog bed, as it can vary due to individual differences in the size of dogs. Measuring your dog is therefore always the most reliable method to ensure that the dog bed or dog cushion fits perfectly.
The product descriptions always include the external dimensions.
The difference between the Dreamer and World dog beds lies in the design of their entrances and the finishing details on the edges. The Dreamer has a stitched edge at the top, while the World model has piping.
The only difference between the dog caves is the types of fabric used.
Roof stabilization for a dog cave is not absolutely necessary. Normally, the roof remains stable on its own. However, if the dog lies on the roof, rolls around or stretches often, and uses it for a long time, there is a possibility that it will collapse, especially with the 95 cm and 120 cm sizes. Roof stabilization prevents this and saves you from having to repeatedly push the roof back up.
All individual parts such as inner cushions, fillings, or replacement covers (complete set) can also be purchased separately from us. Either via our online shop or, if the desired items are not available there, via our support team.
To ensure the longevity and quality of the products, please always follow the instructions on the care label. There you will find important information on proper care. For products that are machine washable, please close the zipper before washing. This helps to prevent damage during the washing process. Products made of faux leather should only be wiped with a damp cloth. Use a soft cloth or sponge to clean the material and avoid using aggressive cleaning agents to prevent damage. If you have any further questions about caring for your products, we are happy to help. Simply contact our customer support for detailed information and recommendations.
You can also purchase our products directly on site in Dortmund (Zinkhüttenweg 17)! Just visit our warehouse sale from 9:00 a.m. to 2:00 p.m. Here you can see the products for yourself, compare them, and even try them out. Of course, you are welcome to bring your four-legged friend along.
Unfortunately, the production of a custom-made product cannot be completed any faster than specified during the ordering process.
Ordering & Payment
As long as your order has not yet been shipped, our customer service team can change the delivery address for you, add or remove an item, or cancel the entire order.
In case of a complaint, please contact our support team. Please provide us with a detailed description of the error. For faster processing, please also include relevant photos. Don't forget to provide us with the invoice or order number.
You can use the following payment methods in our online shop: Apple Pay, Google Pay, PayPal, Amazon Pay, Klarna, credit card, bank transfer, and cash on delivery.
If any products in your order are temporarily unavailable, we will notify you by email. We do our utmost to keep sell-outs to a minimum and to always have all products in stock. Unfortunately, however, we cannot guarantee that your desired items will always be in stock, and we ask for your understanding. Delivery of backordered items usually takes place within 7 business days.
Shipping costs for parcelable shipments to end customers are calculated per order. For deliveries to Germany, the shipping fee is €7.95, and for international deliveries, it is €19.99. Shipping bulky products internationally is subject to an additional fee of €20.00. For deliveries by freight forwarder, the fee is €80.00 within Germany and €135.00 internationally.
Information about delivery times is available on the product page or directly in the shopping cart before completing the order. All details are clearly summarized again on the order confirmation page and in the order confirmation email.
Delivery
Delivery of parcels is carried out by DHL on working days from Monday to Saturday and usually within 24 hours.
If you are not at home when the delivery arrives, the package will either be left with a neighbor or deposited at a parcel shop near you. You will be informed of this by email and by a notification card in your mailbox.
Overview of shipping countries: Belgium, Austria, Czech Republic, Denmark, Finland, France, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, United Kingdom.
You decide where your package should be delivered—whether to your own address, conveniently to your workplace, or to family and friends. When ordering as a registered customer: Click on “Change” under “Your delivery details,” enter your desired delivery address under “Deliver to a different address,” and confirm under “Add new address” if necessary. When ordering as a new customer or without registration: Click on “Deliver to a different address” under “Your delivery details” and enter your desired delivery address.
In addition to fast delivery, it is of course very important to us that your package arrives in perfect condition. In the rare event that this is not the case, we would ask for your assistance: please send us photos of the damaged package. If any items are missing, please let us know exactly which ones. The best way to do this is by emailing info@mypado.de.
Once your order has been shipped, tracking it is easy and convenient. Simply open the shipping confirmation you received by email and click on the logo of the shipping provider. This will automatically open a link in your browser that will keep you informed about where your package is at all times.
Our employees and logistics partners do everything they can to ensure that you receive your order on time and in good condition. However, despite all due care, exceptions can never be completely ruled out. You will receive a shipping confirmation when your order is dispatched. Please check the tracking information regularly. If there has been no change for more than 3 days, please contact our customer service team directly. They will immediately initiate an investigation with the logistics provider to get your package back on track.
Returns & Refunds
After you receive your package, you have 14 days to try out the products at home.
If an item does not meet your expectations, you can return it to us within 14 days of receiving the package. Please note that we can only accept unused and undamaged goods. The full terms and conditions can also be found on our website. Customers from Germany can request a free return label and a goods note from customer service. Customers from other countries are responsible for the cost of the return shipment. If you would like to exchange the goods, please place a new order. The cost of your return shipment will be refunded in full.
Refunds will be issued within 14 days of receipt and inspection of the return. Refunds will be made using the original payment method. Please note that it may take some time for the credit to appear in your account, depending on your bank or payment service provider.
Returns are free of charge for customers in Germany. Customers from other countries are responsible for the shipping costs for returns.
General questions
To determine the optimal size for a dog bed or dog cushion, it is recommended to measure your dog while standing upright from the tip of its nose to the base of its tail and then add an additional 15-30 cm. This extended length represents the ideal internal dimensions of the dog bed, as it can vary due to individual differences in the size of dogs. Measuring your dog is therefore always the most reliable method to ensure that the dog bed or dog cushion fits perfectly.
The product descriptions always include the external dimensions.
The difference between the Dreamer and World dog beds lies in the design of their entrances and the finishing details on the edges. The Dreamer has a stitched edge at the top, while the World model has piping.
The only difference between the dog caves is the types of fabric used.
Roof stabilization for a dog cave is not absolutely necessary. Normally, the roof remains stable on its own. However, if the dog lies on the roof, rolls around or stretches often, and uses it for a long time, there is a possibility that it will collapse, especially with the 95 cm and 120 cm sizes. Roof stabilization prevents this and saves you from having to repeatedly push the roof back up.
All individual parts such as inner cushions, fillings, or replacement covers (complete set) can also be purchased separately from us. Either via our online shop or, if the desired items are not available there, via our support team.
To ensure the longevity and quality of the products, please always follow the instructions on the care label. There you will find important information on proper care. For products that are machine washable, please close the zipper before washing. This helps to prevent damage during the washing process. Products made of faux leather should only be wiped with a damp cloth. Use a soft cloth or sponge to clean the material and avoid using aggressive cleaning agents to prevent damage. If you have any further questions about caring for your products, we are happy to help. Simply contact our customer support for detailed information and recommendations.
You can also purchase our products directly on site in Dortmund (Zinkhüttenweg 17)! Just visit our warehouse sale from 9:00 a.m. to 2:00 p.m. Here you can see the products for yourself, compare them, and even try them out. Of course, you are welcome to bring your four-legged friend along.
Unfortunately, the production of a custom-made product cannot be completed any faster than specified during the ordering process.
Ordering & Payment
As long as your order has not yet been shipped, our customer service team can change the delivery address for you, add or remove an item, or cancel the entire order.
In the event of a complaint, please contact our support team. Please provide us with a detailed description of the error. For faster processing, please also include relevant photos. Don't forget to provide us with the invoice or order number.
You can use the following payment methods in our online shop: Apple Pay, Google Pay, PayPal, Amazon Pay, Klarna, credit card, bank transfer, and cash on delivery.
If any products in your order are temporarily unavailable, we will notify you by email. We do our utmost to keep sell-outs to a minimum and to always have all products in stock. Unfortunately, however, we cannot guarantee that your desired items will always be in stock, and we ask for your understanding. Subsequent deliveries are usually made within 7 business days.
Shipping costs for parcelable shipments to end customers are calculated per order. For deliveries to Germany, the shipping fee is €7.95, and for international deliveries, it is €19.99. Shipping bulky products internationally is subject to an additional fee of €20.00. For deliveries by freight forwarder, the fee is €80.00 within Germany and €135.00 internationally.
Information about delivery times is available on the product page or directly in the shopping cart before completing the order. All details are clearly summarized again on the order confirmation page and in the order confirmation email.
Delivery
Delivery of parcels is carried out by DHL on working days from Monday to Saturday and usually within 24 hours.
If you are not at home when the delivery arrives, the package will either be left with a neighbor or deposited at a parcel shop near you. You will be informed of this by email and by a notification card in your mailbox.
Overview of shipping countries: Belgium, Austria, Czech Republic, Denmark, Finland, France, Ireland, Italy, Luxembourg, Netherlands, Norway, Poland, Spain, Sweden, United Kingdom.
You decide where your package should be delivered—whether to your own address, conveniently to your workplace, or to family and friends. When ordering as a registered customer: Click on “Change” under “Your delivery details,” enter your desired delivery address under “Deliver to a different address,” and confirm under “Add new address” if necessary. When ordering as a new customer or without registration: Click on “Deliver to a different address” under “Your delivery details” and enter your desired delivery address.
In addition to fast delivery, it is of course very important to us that your package arrives in perfect condition. In the rare event that this is not the case, we would ask for your assistance: please send us photos of the damaged package. If any items are missing, please let us know exactly which ones. The best way to do this is by emailing info@mypado.de.
Once your order has been shipped, tracking it is easy and convenient. Simply open the shipping confirmation you received by email and click on the logo of the shipping provider. This will automatically open a link in your browser that will keep you informed about where your package is at all times.
Our employees and logistics partners do everything they can to ensure that you receive your order on time and in perfect condition. However, despite all due care, exceptions can never be completely ruled out. You will receive a shipping confirmation when your order is dispatched. Please check the tracking information regularly. If there has been no change for more than 3 days, please contact our customer service team directly. They will immediately initiate an investigation with the logistics provider to get your package back on track.
Returns & Refunds
After you receive your package, you have 14 days to try out the products at home.
If an item does not meet your expectations, you can return it to us within 14 days of receiving the package. Please note that we can only accept unused and undamaged goods. The full terms and conditions can also be found on our website. Customers from Germany can request a free return label and a goods note from customer service. Customers from other countries are responsible for the costs of returning the goods. If you would like to exchange the goods, please place a new order. The costs of your return will be refunded in full.
Refunds will be issued within 14 days of receipt and inspection of the return. Refunds will be made using the original payment method. Please note that it may take some time for the credit to appear in your account, depending on your bank or payment service provider.
Returns are free of charge for customers in Germany. Customers from other countries are responsible for the shipping costs for returns.