Refund policy

Refund Policy

At a glance: 30 days from delivery · full refund of the bed · nothing to send back · $0 restocking fee · free replacement for damaged or wrong items · refunds within 5 business days of approval.

At Porchnap, we want every order to feel like a good decision, including the ones bought as gifts. This policy explains what happens if a bed is not right for your pet, arrives damaged, goes missing or needs to be cancelled. We kept it short on purpose, so you know exactly where you stand before you buy.

Please contact us first

If something is not right, email us at support@porchnap.com before you do anything else. We reply within 1 business day and solve most cases in a single email, faster than a bank or card dispute.

30-day money-back guarantee

If your pet does not take to the bed, you get a full refund of the price of the bed. You do not need to send it back, and it does not need to be unused or in its original packaging. Email us within 30 days of delivery with your order number and a photo of the bed. This guarantee is limited to one refund per household.

Nothing to send back, no fees

Because you keep the bed, there is nothing to pack, nothing to ship and nothing to pay. There is no return label and a $0 restocking fee, and no shipping cost is taken out of your refund. We will never ask you to return a bed at your own cost.

How to request a refund or replacement

1. Email us at support@porchnap.com with your order number.
2. Attach a photo of the bed.
3. Tell us whether you would like a refund or, for a damaged or wrong item, a replacement.
We reply within 1 business day and confirm by email once your request is approved.

Damaged, defective or wrong item

If your order arrives damaged, defective or is not what you ordered, email us within 7 days of delivery with your order number and a photo. We will send a free replacement or give you a full refund, whichever you prefer. You do not need to return the item.

Wrong size

If the size you chose does not fit your pet, our 30-day guarantee covers you: we refund the price of the bed and you keep it.

Lost packages

If your package has not arrived within 20 business days of your order date, contact us and we will send a replacement or a full refund. See our Shipping Policy for details.

Cancellations

You can cancel your order free of charge within 12 hours of ordering by emailing us. After that, the order is normally already on its way and cannot be cancelled for a change of mind, but the 30-day guarantee still applies after delivery. If we are unable to ship your order within the time stated in our Shipping Policy, you keep the right to cancel it there for a full refund of everything you paid, even after the first 12 hours.

Refund processing time

Approved refunds go back to your original payment method within 5 business days of approval. Depending on your bank, it can take a few more days to show on your statement.

Our promise to you

A pet bed should be an easy decision, especially at Christmas. If something is not right, write to us at support@porchnap.com and we will make it right, quickly and without hassle. This policy applies to full-price and discounted orders alike. If you would like a written copy of this policy, email us and we will send it.