Help centre
Frequently asked questions
Where do you ship?
We ship to Australia and New Zealand with tracked delivery.
How much is shipping?
Australia: $8.99 to NSW, VIC, QLD, ACT and SA, and $15.99 to WA, TAS and NT.
New Zealand: NZ$9.99 to main centres and NZ$15.99 to regional areas.
The exact amount is worked out at checkout from your delivery address.
How long will delivery take?
Delivery time depends on where you live. As soon as your order ships, we'll email you a tracking number so you can follow it all the way to your door.
How do I track my order?
Use the tracking number in your shipping confirmation email on our Track Your Order page. You can also log in to your account to see your order status.
How does Buy 1, Get 1 Free work?
Our mats are sold in pairs. Choose your size and colour, and every pair you add is 2 identical mats for the price of 1. The free mat is always the same size and colour as the one you pay for.
Do I get a free gift?
Yes. Every order comes with a random pet bandana and a thank-you card from the KY team.
What if my pet won't use the mat?
Our 60-day Dog-Approved Guarantee has you covered. If your dog or cat won't use it, contact us within 60 days and we'll refund you.
What if my order arrives damaged or faulty?
Sorry about that! Contact us with your order number and a photo, and we'll sort out a replacement or refund for you.
Which size should I choose?
Check the size guide on the product page. Measure your pet lying flat on their side, and if they're between two sizes, go up one.
Does it work for cats?
Yes. S suits small cats, and M suits most house cats.
How cold does it feel?
It feels cool to the touch, not icy. The ice-silk fabric draws warmth away where your pet lies on it, so it doesn't need a freezer or charging. It works best in the shade.
How do I wash it?
Machine wash cold on a gentle cycle and air dry. Skip the dryer, bleach and fabric softener.
Can I change or cancel my order?
Please contact us as soon as possible with your order number. If your order hasn't shipped yet, we'll do our best to help.
Which payment methods do you accept?
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay and UnionPay. All payments go through a secure, encrypted checkout.
How can I contact you?
Send us a message on our Contact page and we'll reply by email.