FAQ

How cold does it get? Is it like a freezer pack?

No, it's not as cold as an ice pack straight out of the freezer, and it's not meant to be. It's a gel pad that feels cool to lie on, a bit like a cool tile floor but softer. You don't need to freeze it or plug it in. It just gives your dog a cooler spot than the carpet or their usual bed.

How do I fill it?

Unscrew the white cap in the corner and pull out the inner plug. Hold the port under the tap and fill it with plain tap water. Don't overfill it. Push the plug back in, screw the cap on tight, then pick the mat up and give it a few shakes. The water sets into a gel, and once it has, it's ready to go. You only need to do this once.

Can I empty it again?

No. Once you've filled it and the water has set into gel, the mat is designed to stay filled and set. When you're not using it, store it flat.

Is it safe for dogs that chew?

It's not chew-proof. A determined chewer can damage the cover or the cap. If your dog likes to chew, only put the mat down while you're around, and take it away if you see any holes, tears or leaks. If you think your dog has swallowed any of the gel or cover, call your vet.

How do I clean it?

The cover is waterproof, so most mess wipes straight off with a damp cloth. For anything stubborn, hand wash with warm water and a little mild soap, then let it dry. Don't put it in the washing machine or dryer.

What size should I get?

The mat comes in XS–XL to suit small to large dogs. Measure your dog while they're lying down, stretched out the way they usually sleep, and pick a size that fits them. If you're unsure, email us at coolkelpieco.au@gmail.com and we'll help you choose.

Where can I use it?

Pretty much anywhere your dog lies down. On the floor, the deck, in the crate, in their bed, in the car or the ute. It doesn't need power, so it's handy for trips too. Keep it out of hot direct sun for long stretches, and don't use it on sharp or rough surfaces.

How long does delivery take?

Shipping is free Australia-wide. Your mat ships from our overseas supplier and usually takes 7–15 business days to arrive. We'll email you when it's on its way, with tracking details where available. If it's been longer than that, email us and we'll chase it up.

What's your returns policy?

If your mat arrives faulty or damaged, let us know within 30 days and we'll sort out a replacement or a refund. If you've changed your mind, you can return it unused within 30 days, at your own cost for postage. None of this limits your rights under the Australian Consumer Law. The full details are in our Refund Policy.