Help
Warranty
Every item we sell is covered — clearly and in writing.
Coverage at a glance
Textiles & Gear
12 months on leashes, seat covers and pee pad holders — stitching, buckles and hardware.
Silicone Products
12 months on bowls and toys against manufacturing defects.
Other Items
6 months on scratchers, grooming tools and hair removers.
What's covered
- Structural manufacturing defects: seam failures, broken buckles or clips under normal use, delamination of boards and covers.
- Material faults: silicone tearing without heavy chewing, frames cracking under normal loads, rollers jamming from the first use.
- Workmanship issues present from manufacture: loose stitching, misaligned fittings, defective fasteners.
What's not covered
- Damage caused by your pet's chewing, scratching or playing — that's the job of the product wearing out, not a defect.
- Normal wear: fading, surface scuffs, softened bristles, worn scratcher surfaces.
- Damage from misuse, machine washing where hand wash is specified, or extreme heat (car dashboards, dryers).
- Modifications made after purchase.
How to make a claim
- Get in touch. Email hello@elhcool.com with your order number, a description of the fault, and photos or a short video.
- We assess. We respond within 2 business days with next steps.
- Replace or refund. We'll replace with the same item or refund — whichever gets your pet sorted fastest.
Proof of purchase (order number or account order history) is required. Warranty is provided by ELH RESALE LLC and applies to purchases from elhcool.com.
Something not right with your order? Contact us.