How Long Does Ship Take?

All orders are dispatched from our warehouse in South Australia within two business days. Any orders placed over the weekend will be processed next business day. Typical shipping time is from 3 to 5 days (this doesn't include the standard 24-48 hours of warehouse rocessing time).

Can't Track My Package?

Please allow up to 48 hours for the tracking information to be updated.

What's Your Return / Exchange Policy?

Items that are purchased within 30 days can be returned or exchanged. We can only accept returns on things that are still in new condition (must not have any dog fur, dirt, stains, or odours). You will be required to ship the item back to us. We will refund 100% of what you paid for the product. If your item arrives damaged, please contact us at contact@orthorug.com.au and make sure to include a photo of the product. We will cover shipping costs back.

Is An Orthopedic Bed Only Good for Senior Dogs?

It is excellent for dogs of all ages. It's recommended to provide full support from a young age to prolong joint health.

How Long Should I Wait For Memory Foam to Expand?

It is essential to lay your OrthoRug flush and allow it 48 hours to fully decompress and disposed of any odours trapped within the foam.

Is It Real Fur In Your Products?

The fur is a synthetic, soft faux fur fabric.

Why Is My Bed Vacuum-Sealed?

All beds are vacuum sealed for quality and shipping purposes. All are compressed and wrapped in a sanitary protective packaging. Please allow up to 48 hours for the mattress to regain its original shape.

I Have Received One Item But Not the Other(s) From the Same Purchase?

It happens that packages from the same order are in transit for different time. No need to worry.

Can I Edit My Order or My Details?

Unfortunately, please note that we are only able to make changes to your order if it has not been fulfilled. It is usually from 6 to 12 hours of placing your order. If you wish to change anything about your order, please contact us within maximum 12 hours of placing your order. If the order has already been shipped, we can no longer make any necessary changes to it.

Can I Cancel My Order Once It Has Been Placed?

Unfortunately, we can only cancel your order if it has been within 5 hours of your order; otherwise we are unable to cancel it. Please remember you can always send it back to us then you receive it.

What if I Received a Damaged Product?

We always try our best to serve our customers with the best quality products. However, there might be several factors which result in your products to be damaged. If you have received a defective or a damaged product, please write to us at contact@orthorug.com.au. Let us know the problem and don't forget to attach a photo or video so we can address the issue. We will send a replacement if the customer requests for one.

How To Contact Us?

The best and fastest way to contact us is via email at contact@orthorug.com.au or contact form. Our customer service team will contact you within 24 hours.