Customer Care

Find answers about sizing, care, replacement parts, assembly and orders. For help with a specific purchase, contact our customer care team with your order number and product details.

Contact Snoozer: 864-832-9500 or [email protected]. You can also use our contact form.

Jump to:
Choosing a bed and fabric
Care and replacement parts
Car seats and assembly
Orders and product issues

Choosing a bed and fabric

Should I choose a bed by my dog’s weight or measurements?

Start with your dog’s measurements and usual sleeping position. Weight and breed suggestions are starting points, but a dog that stretches out may need more space than a dog that curls tightly. Compare the exact model’s dimensions with the Snoozer Sizing Guide. The Snoozer Bed Builder can help you compare options.

How do I choose between a round, rectangle or crate Cozy Cave?

Choose the shape around where the bed will go and how your dog rests. Compare round and rectangle dimensions instead of relying on the size label alone. For a crate bed, also check the usable space inside the crate. Read the round-versus-rectangle guide and check the exact product before ordering.

What is the difference between the Cozy Cave mattress options?

Standard cedar/poly fill, conventional orthopedic foam and Forgiveness™ washable mattresses differ in feel and care. A washable cover does not mean every mattress or pillow is washable. Use the Cozy Cave mattress comparison to choose the option that fits your dog and cleaning routine.

Where can I compare fabrics and colors?

Browse the Snoozer Fabric Library, then check the exact product for the fabric and size combination you want. Fabric availability varies by product. Follow the care label for your chosen fabric rather than assuming every cover has the same washing instructions.

Care, covers and replacement parts

Can I use a Cozy Cave with the hood tube removed?

Yes. With the tube in place, the hood has a raised opening. With the tube removed, the fabric lies more like a blanket over the bed. Choose the arrangement your dog prefers. See the tube-in/tube-out explanation on the Instructions & Installation Guides page.

What should I remove before washing a Cozy Cave cover?

Remove the pillow or mattress and the hood-support tubing before washing the cover. Follow the sewn-in label, and let the cover dry completely before putting the bed back together. See the dog bed washing guide and the official instructions for your model.

Does a washable cover mean the whole bed can go in the washer?

No. The cover and the material inside it have separate care requirements. Identify whether you own a filled pillow, conventional foam or a Forgiveness washable mattress before cleaning. If you are unsure, contact Snoozer with your model or order information before washing the insert.

How do I find the right replacement cover or insert?

Match the product family, shape, size and mattress type before ordering. “Large” is not a universal fit across Snoozer products. Our replacement cover, pillow and foam guide explains what to check. If a part is not listed online, ask our team to confirm availability and the current price for your exact model.

Car seats and assembly

Where can I find installation and assembly instructions?

Use the Instructions & Installation Guides page for Cozy Caves, Overstuffed Sofas, Lookout seats, Console seats, Roll-Around carriers and bike carriers. Follow the guide for the exact product you own. If you cannot identify your model, contact our team before assembling or using it.

How do I check whether a dog car seat will fit?

Check both the dog’s usable interior space and the seat’s fit in your vehicle, along with the weight recommendation for that exact model. Start with the dog-and-vehicle measurement guide and the Lookout and Console model comparison, then follow the model’s installation instructions.

Orders, returns and product issues

Is production time the same as delivery time?

No. Production is the time needed to make or prepare your order. Carrier transit is the time spent traveling after shipment. A faster shipping option does not automatically shorten production. Check Shipping & Returns for the current general guidance, and contact our team before ordering if you need an item by a particular date.

How do I request a return or a different size?

For a purchase from snoozerpetproducts.com, review the current return eligibility and conditions, then follow How to Use the Returns Portal. Have your order number and shipping ZIP code ready. Snoozer does not process direct exchanges; a different size or color is handled through a return and a separate order. Contact our team if you need help.

What if I purchased from another store or marketplace?

Start with the store or marketplace where you bought the item for its return process. Keep your receipt or order confirmation. If you have a product question or need help understanding warranty coverage, contact Snoozer with the seller and purchase details and review the current warranty terms.

What information helps with a product or warranty question?

Include your order number or proof of purchase, the product name if you know it, and clear photos showing the item and the issue. Our team can review the details and explain the next step. Warranty coverage and any remedy depend on the applicable warranty terms and the outcome of that review.

What should I do if my delivery arrives damaged?

Keep the box and packing materials, take photos of the package and the product, and contact Snoozer promptly with your order details. This helps our team review what happened and advise you on the next step.