FAQ
Frequently Asked Questions
Everything you need to know about ChillBuddy™ — answered.
❄️ How It Works
Q: How does ChillBuddy™ cool my pet without electricity?
A: The mat uses ice-silk fabric that absorbs your pet's body heat through direct contact and disperses it across the surface. No electricity, water, or refrigeration needed — it activates the moment your pet lies down.
Q: How long does the cooling effect last?
A: Typically 3–4 hours of continuous use. Once your pet steps off, the mat self-recharges in 15–20 minutes and is ready to use again.
Q: Does it feel cold or just cool?
A: Pleasantly cool — similar to a cold tile floor. It won't feel icy, making it comfortable for extended use.
🐾 Safety
Q: Is it safe if my dog chews or licks it?
A: Yes — no toxic gels or chemicals. The cooling comes entirely from the fabric structure. If the cover is punctured or torn, replace it.
Q: Is it safe for cats too?
A: Absolutely. ChillBuddy™ works for both dogs and cats of all breeds and sizes.
Q: Is it safe for puppies?
A: Yes. Materials are pet-safe and non-toxic. The S size is ideal for puppies and small breeds.
📐 Sizing
Q: How do I choose the right size?
A: S (up to 10 lbs), M (10–30 lbs), L (30–60 lbs), XL (60+ lbs), XXL (giant breeds). When in doubt, size up.
Q: My dog is between sizes. What should I do?
A: Always size up — your pet should be able to lie fully stretched out for maximum cooling.
🧺 Care & Cleaning
Q: How do I clean it?
A: Machine wash cold on gentle cycle. Air dry only — do not tumble dry or iron. You can also wipe with a damp cloth.
Q: Will washing affect cooling performance?
A: No. The ice-silk material retains its cooling properties through repeated washing.
📦 Orders & Shipping
Q: How long does shipping take?
A: Orders are processed in 1–3 business days. Standard US delivery takes 7–15 business days. You'll receive a tracking number by email once shipped.
Q: Can I change or cancel my order?
A: Contact support@chillbuddy.com within 12 hours of placing your order.
💳 Returns & Refunds
Q: What is your return policy?
A: 30-day money-back guarantee. Contact us and we'll arrange a full refund. See our Return Policy for details.
Q: I received a damaged item. What now?
A: Email a photo to support@chillbuddy.com. We'll send a replacement or full refund immediately — no need to return the item.
📧 Still Have Questions?
Email us at support@chillbuddy.com — we respond within 24 hours, Mon–Fri.