FAQs
Frequently Asked Questions
1. When will my order arrive?
We ship directly from our trusted logistics partners. Orders usually arrive within 7–15 business days.
There’s no need to worry about customs or hidden fees in most cases — just reliable delivery at a fair price.
We always prioritise safe and smooth shipping over rushing things.
2. Can I return my item if I change my mind?
Yes, we offer a 14-day return window. That said, to keep things simple, we usually don’t ask you to send the item back.
If something’s not right, just drop us an email with 2–3 clear photos from different angles, and we’ll get it sorted quickly.
No forms, no fuss.
3. What if the item arrives damaged or incorrect?
We’ll take care of it.
Please send us a couple of photos showing the issue (including the packaging if it helps), and we’ll offer a refund or send out a replacement — whichever you prefer.
No returns needed, no hassle.
4. Why is your delivery a bit slower than larger platforms?
We’re a small UK-based team, not a huge warehouse — and that’s part of what makes us different.
We personally handle every order and respond to every message ourselves.
So while we may not be the fastest, we do aim to be the most thoughtful.
5. Do you offer faster shipping options?
Not just yet, but we’re working on it!
For now, our focus is on reliable delivery and honest pricing.
If you need your order urgently, feel free to email us — we’ll do what we can to help.
6. Is the cooling mat safe for all pets?
Absolutely. It’s made from non-toxic, pressure-activated materials, with no electricity or freezing involved.
It’s safe for dogs, cats, and even smaller animals like rabbits or ferrets.
It cools naturally, just by lying on it — simple and effective.
7. Will I need to pay customs fees or extra taxes?
In most cases, you won’t be charged any extra fees.
That said, customs policies can vary slightly depending on location, so we can’t 100% guarantee it.
We always try to ship in a way that minimises the chances of extra charges.
8. How does the cooling mat actually work?
It uses a pressure-activated cooling gel that starts working as soon as your pet lies on it.
It stays cool for up to 3 hours, and then recharges itself when not in use.
No water, no freezing, no plug — just comfort, on demand.
🟢 Need more help?
You can always contact us at support@twokeysolutions.com — we’re happy to help!