Frequently Asked Questions
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Other companies use materials labeled "ballistic" or "rip-stop," which are often deemed proprietary. However, these materials tend to fall short on their claims. Oftentimes, these fabrics are non-recyclable, non-eco-friendly, and have been shown to degrade after the first wash.
Our fabrics are Better than Ballistic™ because:
- Made from Tougher than Nails Recycled Repreve™ Fabric
- Eliminates odors
- Eliminates 99.9% of bacteria
- Triple layered for waterproof durability
- Eco-friendly manufacturing process
- Wash Less, saves money & time
- Comfort, Style and sustainability for your pup
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Black Lab fabrics are treated with StayFresh, a Swiss-engineered antibacterial and anti-odor technology. This technology relies on a naturally occurring salt found in water and soil. By inhibiting bacteria growth, our textiles effectively eliminate odors, maintaining a cleaner and more hygienic state day after day. This sustainable design encourages less frequent washing of our products, ultimately saving time, water, and energy.
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Absolutely. The treatments we use are Bluesign® approved, meeting rigorous independent environmental and product life cycle standards. Polygiene®, a silver salt used for centuries to combat bacteria and odor, is applied in the final stages of production. Polygiene® is only active on the textile itself and does not interfere with your natural skin flora.
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Eco-Tough embodies our commitment to crafting products that are environmentally friendly, exceptionally durable, and meet the highest standards of sustainability and quality. This term encapsulates our brand ethos, creating pet essentials that not only meet the highest standards of environmental responsibility but also withstand the demands of pets' active lifestyles for pet owners.
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Eco-Clean embodies our brand's unwavering commitment to cleanliness, hygiene, and environmental responsibility. We are committed to using highly effective hygienic, antibacterial, and eco-conscious materials and technologies that maintain the cleanliness and freshness of our products between washes.
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Black Lab's fabrics are the epitome toughness, featuring a distinctive triple-layered construction meticulously designed to endure the challenges of a dog's lifestyle.
The Face Layer: Crafted from 100% recycled yarn, rigorously tested, and proven to be almost twice as strong as competitors’ fabrics in both abrasion and tear resistance.
Middle Layer: Waterproof and eco-friendly to repel moisture while increasing durability.
Base Layer: A game-changing layer providing extra strength and durability against degradation.
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Yes, we provide the Black Lab 30-Day Manufacturer's Warranty on all products. Our warranty guarantees our products against any material defects or workmanship issues at the time of purchase. If you encounter any defect within 30 days of purchase, we will replace the defective item once, free of charge. Simply provide us with a clear photo of the defect to initiate the warranty claim process.
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If you're not entirely satisfied with your gear, we offer returns within 30 days of receipt. Returns must be in the original box, in their original condition, unused, and free of dirt, odor, and pet hair for a full refund (excluding return shipping) or to receive 100% store credit.
Please note that items returned in anything other than the original box may incur additional freight charges from the carrier, deducted from the refund or store credit.
Customized, limited edition products, and Open Box items are final sale and cannot be returned or exchanged. All returns and exchanges must be initiated within 30 days of receiving your gear, with no refunds processed after this period.
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We use FedEx and UPS Delivery for shipping orders. Please note that FedEx Delivery does not service P.O. Boxes. To ensure smooth shipment, provide a physical address during the ordering process.
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Regrettably, due to shipping costs, we do not currently offer shipping to Hawaii, Alaska, or international destinations. You may consider using a forwarding service like reship.com to have an order delivered to you.
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Efforts are made to promptly process and dispatch orders. Please allow 5-7 business days for order fulfillment. Orders with personalization may extend processing time by 1-2 business days. Shipping times may fluctuate based on seasonal demand. For time-sensitive orders, feel free to contact us to confirm our current processing speed.
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Yes, all our beds are designed to fit into most standard size metal folding crates. Our 36” beds fit 36” crates, our 42” beds fit 42” crates, and our 48” beds fit 48” crates.
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The appropriate bed size for your dog is determined by their length, not their weight. Measure your dog from the nose tip to the tail base to find the minimum bed length needed for them to stretch comfortably. Utilize the size guide tab on the product page for additional sizing information.
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We recommend opting for a fairly snug fit, allowing for 1-2 fingers to comfortably fit under the webbing. This helps prevent irritation in case your dog pulls and ensures the collar is not too tight. Refer to our sizing chart on the product page for more detailed information.
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We recommend opting for a fairly snug fit, where 1-2 fingers can comfortably fit under the webbing. This helps prevent irritation if your dog pulls, and it ensures the harness is not too tight. Our sizing chart on the product page provides additional information for your reference.
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To initiate a warranty claim:
- Fill out the support form
- Attach a photo of the damage
- Select "Warranty" as the reason
- Include your order number or the name and shipping address associated with the order
- Wait for a response to your claim, typically within 2-3 business days
Note: There is no need to return the damaged item
CLICK HERE TO START A WARRANTY
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For a 100% store credit
Return the unused item in the original box within 30 days. Return labels are provided for items over $30 if they can be sent back in their original box.
Product exchanges
No fee is charged for our label when exchanging an order. However, if you're returning an item without placing a new order, a $30 shipping fee per box will be deducted from the refund unless you opt for store credit.
All returns must be dropped off at the carrier for dispatch. If the original box is unavailable, a return label cannot be provided, and you're responsible for the cost of shipping. Using our return label on a box other than the original (or not using it at all) will result in the full label cost being deducted from the final store credit.
CLICK HERE TO START A RETURN
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An orthopedic bed provides comprehensive, uniform support, alleviating pressure on joints and aiding in pain relief for pets experiencing discomfort. Essential for older animals with arthritis or hip and spine issues, it's equally beneficial for younger dogs, offering crucial support to prevent potential future ailments.
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Our orthopedic mattresses are crafted from 4-inch-thick CertiPUR-US-certified foam produced in the USA. They are constructed without separate layers or adhesives for optimal comfort, breathability, and quality.
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No, an orthopedic bed is suitable for dogs of all ages. For larger breeds and those predisposed to hip or joint concerns in their later years, offering comprehensive support from a young age can aid in preventing or postponing the onset of such issues.
Payments & Safety
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
Shipping & Delivery
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Current handling time is 1-2 business days for all shipments. Orders received after 10am US Central Time are sometimes not processed until the next business day.
US standard orders typically arrive in 4-6 business days are shipped from our Minneapolis warehouse.
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We offer three shipping options for US: free standard shipping (orders over $75USD - contintenal), priority shipping & expedited shipping.
Here are the full details of our Shipping Policy. -
Yes, we offer three shipping options for US: free standard shipping for orders over $75 for the continental US.
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Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region. -
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Warranty
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Black Lab 30-Day Manufacturer's Warranty
At Black Lab, we take pride in the quality and craftsmanship of our products. Our commitment to your satisfaction is reflected in our 30-Day Manufacturer's Warranty.
Warranty Coverage:
- Black Lab guarantees our products at the time of purchase against any material defects and workmanship issues.
- If you encounter a defect within 30 days of purchase, we are here to assist you.
Our Pledge:
- We will replace the defective item once, free of charge.
- To initiate the warranty claim process, simply provide us with a clear photo of the defect.
At Black Lab, your trust in our products is essential, and we stand by our commitment to delivering top-quality pet essentials.
Returns & Refunds
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If you're not completely satisfied with your gear when you first get it, return them in the original box, unused and free of dirt, odor, and pet hair for a full refund less return shipping, or 100% store credit, for up to 30 days. Please note that items returned in anything other than the original box may incur additional freight charges from the carrier, which will be deducted from the refund or store credit. Items that have been customized, limited edition products, and Open Box items are final sale and cannot be returned or exchanged. All returns and exchanges must be sent back within 30 days of receiving your gear. No refunds will be processed after 30 days of receiving your gear.
Items do not qualify for return or exchange if they:
- Have been personalized with customizations
- Are Final Sale, Clearance, Limited Edition, or Open Box items
- Have had their tags removed
- Show signs of use (includes, but is not limited to: evidence of dog fur, dander, dirt, stains, scratch marks, odors, etc.)
- Have been washed
- Have been damaged
- Were received more than 30 days ago
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A refund request can be submitted within a month after the purchase is made.
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In the case when theproduct and packaging are unopened and undamaged, you areeligiblefor a full refund.
In the case whenthe packaging has been opened and the product has been used, you areeligiblefor a partial refund.
In the case when aproduct has been damaged, and the damage is not covered by your warranty, you arenot eligiblefor a refund.
Please check our Terms of Service to see if you're eligible for a refund.
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When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
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When an order includes free shipping, only the cost of the return shipping is handled by the customer.