FREQUENTLY ASKED QUESTIONS

Everything You Need to Know

From shipping to product care—your questions, answered.

Product & Care

What makes the Transformable Pet Living Mat different?

The Transformable Pet Living Mat is designed to do more than sit under your dog. It folds into a stylish, functional tote that carries all your essentials, with a plush flannel surface for comfort and a durable Oxford base for everyday use. Every detail is engineered for real-life convenience — detachable handles, pockets, machine-washable materials, and quick pack-up in seconds. And with each purchase supporting local rescue dogs, it’s smarter pet gear with a purpose.

Is the Transformable Living Mat machine washable?

Yes — the Transformable Living Mat is fully machine washable for easy care. Simply place it in the wash on a gentle, cold cycle with mild detergent, then air dry flat. The Oxford outer base is also wipe-clean for quick touch-ups between washes, while the plush flannel inner dries fast and stays soft. It’s designed to handle everyday adventures — durable, lightweight, and built for easy cleaning so your dog always has a fresh, comfortable place to rest.

Can I use the mat outdoors?

Absolutely — the Transformable Living Mat is made for both indoor and outdoor adventures. The durable Oxford outer base is water-resistant and easy to wipe clean, protecting against damp ground or sand. Its plush flannel inner layer keeps your dog comfortable while relaxing at the park, beach, or campsite. Lightweight yet sturdy, it folds easily into a carry tote so you can bring comfort anywhere your day takes you.

Will it fit in my dog’s crate?

Yes — the Transformable Living Mat is designed to fit comfortably in most standard dog crates. Its flexible structure allows it to lay flat or fold slightly to suit different crate sizes while still giving your dog a thick, supportive base. The seamed edges and Oxford outer layer keep it durable and stable, even with daily use. Simply measure your crate’s base and choose the mat size that matches for a snug, comfy fit your dog will love.

Is it heavy to carry?

Not at all — the Transformable Living Mat is lightweight by design, making it easy to carry wherever you and your dog go. Despite its thick, supportive padding, it folds neatly into a stylish tote with detachable handles for comfortable transport. The Oxford outer layer keeps it durable without adding bulk, so you get strength, comfort, and convenience in one cleverly designed piece.

Orders & Shipping

How long does shipping take?

Most orders are dispatched within 1–2 business days from our Central Coast studio.

Standard shipping across Australia typically takes 3–7 business days, while express delivery usually arrives within 1–3 business days depending on your location.

You’ll receive tracking details by email as soon as your order is on its way, so you can follow it right to your door (or your dog’s favourite spot on the couch).

Do you ship internationally?

International Shipping

We offer international shipping to most major regions worldwide.

Orders are packed and dispatched within 1–2 business days, and delivery time varies by destination — typically 7–14 business days for standard international service.

Tracking is provided for all orders, and shipping rates are calculated at checkout based on your location.

Please note that customs duties or import taxes (if applicable) are the responsibility of the recipient, and processing times may vary by country.

How do I track my order?

Once your order is on its way, you’ll receive a shipping confirmation email with a tracking link so you can follow it every step of the journey — from our studio to your doorstep.

Simply click the link in your email (or log into your account if you created one) to see the latest updates in real time.

If you can’t find your tracking email, check your spam folder or reach out to our support team — we’re happy to help locate your order.

Returns & Exchanges

What’s your return policy?

We want you (and your pet) to love your Evertail gear.
If something isn’t quite right, you can return or exchange your item within 30 days of delivery, as long as it’s unused, unwashed, and in its original condition and packaging.

Simply contact us with your order number and we’ll guide you through the quick return process.
Refunds are processed back to your original payment method once the item is received and inspected.
If your order arrives damaged or faulty, we’ll make it right — replacements or refunds are fully covered.

Please note that return shipping costs are the responsibility of the customer unless the item is defective or we made a mistake with your order.

Can I exchange for a different size?

Of course — if it’s not the perfect fit, we’ll happily exchange it for the right size.

Who covers the return shipping?

If you’re returning an item because it didn’t work out or you’d like a different size, the return shipping cost is covered by you.

However, if your item arrives damaged, faulty, or incorrect, we’ll cover all shipping costs to make it right — including sending a replacement or refunding your order.

Our goal is to keep things simple and fair, so just reach out to our team and we’ll help arrange the best solution for your situation.

Giving Back

How does my purchase help rescue dogs?

Every Evertail purchase helps support rescue dogs through our ongoing partnership with SoCares Animal Shelter.

Our support takes many forms, including product donations, volunteering, fundraising initiatives and ongoing contributions that help provide care, comfort and a fresh start for dogs waiting for their forever homes.

It's our way of giving back to the organisation that inspired Evertail and where our own dogs, Tilly and Roger, found their soft place to land.

So every time you shop, you're not just investing in quality gear for your dog — you're helping us continue supporting rescue dogs and the incredible work of the SoCares team.

Do all rescue dogs get a mat?

Not yet — but that's our dream.

We believe every rescue dog deserves a soft place to land when they start their new chapter.

Our goal is to grow Evertail to the point where every dog leaving SoCares can take home their own Transformable Mat, providing comfort and familiarity as they settle into their forever home.

Until then, we continue supporting rescue dogs through our ongoing partnership with SoCares Animal Shelter, helping us contribute to the care and wellbeing of dogs still waiting for their second chance.

Every purchase helps us move closer to that vision.

Can I donate directly to the shelter?

Yes — absolutely!

If you’d like to make a direct donation, the best way is to contact the SoCares Animal Care Facility in Erina or Charmhaven and speak with one of their friendly team members.

They can help arrange the details and make sure your support goes exactly where it’s needed most.

Every contribution, big or small, makes a real difference for the rescue dogs and cats in their care.

Still Got Questions?

We’re always here to help—because peace of mind matters.

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