What are the large holes at the bottom of the sleeping bag?
Those are temperature-control vents. We found that many dogs sleep hot, and so created vents at the foot of the sleeping bag-blanket which you can control via their zipper and button seals. If your dog doesn't like feeling hemmed in, you can use the sleeping bag as a blanket (just don't zip it up the sides of the bed). If your dog sleeps cold, zip the sleeping bag up the sides of the bed, button the vents to the zipper hoods to create a seal, and zip close the vents.
These are three-season sleeping bags and are not meant for temps colder than 55 degrees Fahrenheit (13 degrees Celsius). If your dog sleeps cold, we recommend using a liner inside the sleeping bag (sold separately), placing the RuffRest close to your sleeping bag (or between people for extra body heat), as well as suiting up your pup in a sweater or jacket. Finally, keep your tent insulated via rainfly and closed windows/doors.
Why does the shoulder strap have a handle at one end?
The shoulder strap doubles as a reflective safety leash. When using as a leash, you can move the carabiner down the padded handle so it's not in the way. On the other end, there is another carabiner which can attach to the d-ring of your dog's collar. We included this unique component as a safety feature for those dark nights at the campground or city road if you happen to be out at night and need heightened visibility from the leash's reflective elements. We also included it because we know that sometimes people may forget their dog's main leash at home, and so the RuffRest's shoulder-strap leash serves as a handy backup.
Why doesn't the small RuffRest® come with compression straps?
The small RuffRest® comes in at 18 x 26 x 3". It's for little adventurers and too small to roll up. We still kept the straps pocket (where compression straps would ordinarily be located) to store your shoulder strap-leash.
For your convenience, we included a carry handle on the side of the bed, so that when the bed is packed up, you can carry the RuffRest® much like you'd carry a briefcase or bag.
What sort of ink can I use on the Medical ID Card?
We recommend a thin-tipped Sharpie and very careful writing that won't be smudged! The medical ID card is not a dry-erase surface, so whatever you write there, will be permanent.
We do not recommend writing anything on the back, as the travel checklist serves as a general reminder of what to pack. We like to take a picture of it, scan it, and make copies of it, so that we can check/cross off items on the paper-printed version.
Why does my RuffRest® make a crinkle sound?
All RuffRests® create a mild and muffled crinkle sound due to the internal components, which most dogs don't seem to mind. The bed stays mostly quiet once a dog sits or lays down on it.
Why is it so hard to roll up my RuffRest®?
We strongly encourage travelers to pack efficiently for trips. Large, irregularly-shaped, and/or hard items (i.e., cans of dog food, big bones, large toys) not only puts stress on the organizer, but make the bed hard to roll up. This causes wear and tear on all of the components of the bed - the inner foams, the nylon, the fleece, and the compression straps and buckles.
Our travel checklist is fairly exhaustive but is only a suggestion of items you may need on a trip. Please choose only the most necessary items before you add in a couple of "nice-to-haves."
What's the best size to get for my dog or pet?
TL;DR - scroll down to the last paragraph.
The RuffRest® is a travel pet bed that's meant to be compact and light. We recommend getting the most fitted size for your pet, unless you need to pack a few more items. (Overall, we recommend efficient packing, as over-packing causes stress on the various components of the bed. You'll know you've packed too heavily if the bed is too hard to roll up.)
After testing the RuffRest® extensively, we saw that most dogs like to curl up on it at night and stretch out on it during the day, either utilizing the bolster or hanging their heads off the side. We designed the surface area to *just* fit the weight requirements listed on the size guide, with the recommendation to go up a size if you want your dog to have a more luxurious experience. We also recommend measuring your dog from nose to rear and then comparing that with the length of the bed you're thinking of purchasing (dimensions are also listed on the size guide).
Generally speaking, the small is good for dogs up to 15 lbs (snug at 20-22 lbs), the medium is good for dogs up to 45 lbs (snug at 50-55 lbs), and the large is good for dogs up to 75 lbs (snug at 85-95 lbs). Scroll down to see a picture of our mascot, Kashi, for scale. She is on the Stormy-colored, medium-sized bed. She also fits snugly on the small, which we recommend for her size or smaller.
Can I wash the sleeping bag portion of the RuffRest®?
Although you can wash the main fabric of the RuffRest, several components, including the sleeping blanket (aka sleeping bag) must be removed. The sleeping bag must be cleaned as you would clean a human sleeping bag, by wiping down the surface with a little bit of warm soapy water, then drying out in the sun (recommended, as UV rays help to disinfect and get rid of odors) or line drying at home.
Other items that must be removed are the shoulder strap, the waterproof-covered foams (the water-proof covers protect against pet messes but won't protect against a washing machine), and the organizer.
What's the R-Rating or R-value of the sleeping bag?
The sleeping bag has not yet undergone r-value insulation testing, and therefore we do not recommend it for temperatures colder than 55 degrees F/13 degrees C. Even in those temperatures, we strongly recommend suiting up your dog in warm wear and purchasing a liner (sold separately), much the same way you'd do when you're bedding down in your sleeping bag for a night in nature.
For cold-sleeping pets, we recommend zipping and buttoning down the vents located at the foot of the sleeping bag.
Does the RuffRest® come with a warranty?
Yes. We offer a 90-day manufacturer's warranty that covers workmanship and materials related to any faultiness thereof.
THIS WARRANTY DOES NOT COVER abuse, neglect, negligence, accident, chewing, ripping, scratching, direct sunlight, shipping damage, or misuse. Additionally, we cannot cover spills, shrinkage due to drying your bed in the dryer, not following the wash and care label exactly, destruction from a pet that's not your own, or destruction by people other than yourself.
Finally, the warranty does not cover normal wear and tear to the outer cover, waterproof cover, or foam. This includes chewing, ripping, or any damage to the covers or foam. Foam that has been torn, chewed, moldy, shredded, scratched, stained (by anything, including urine, feces, vomit, bodily fluids), or damaged in any way will void the warranty. Foam that has been flattened after exposure to moisture such as water, urine, feces, saliva, vomit or any other bodily fluid will also void the warranty.
Wash & Care
How do I clean my RuffRest®?
If your RuffRest® is slightly dirty or dusty, you can vacuum the top part (the fleece) using the carpet setting on your vacuum cleaner. Be careful not to get the zipper hoods or other components stuck in the rotating brush of your vacuum cleaner and use fast, quick strokes of the vacuum head on the surface of the bed. You can also spot clean using a clean rag dipped in some soapy, warm water. Wipe the dirty area gently and air dry.
If the RuffRest® needs a wash, first remove these components:
- The two foams, located inside the bed (leave them in their waterproof covers and remove together from the bed. You can clean the surface of the waterproof covers with a little bit of warm soapy water and towel dry);
- The sleeping bag;
- The leash;
- And the organizer
Then, zip the empty bed back up as well as all pockets, and wash on a gentle cycle, cold water, in SIDE-LOADING MACHINES ONLY. Use a mild detergent. If you do not have a side-loading machine, the bed washes wonderfully by hand. In fact, we recommend hand-washing over washing the bed in a machine at all. The wash and care label is located inside the bed (unzip bed to see it).
Finally, please DO NOT DRY YOUR RUFFREST® IN THE DRYER - it will shrink the bed. Shrinkage is not covered by the Timberdog warranty. Line dry only.
RETURNS & EXCHANGES
How do I return or exchange a product?
PLEASE READ POLICY CAREFULLY
Items returned must follow the policy below or they will not be processed, refunded, or shipped back to customer. If you have inquiries, please reach out to us with your order history. We are happy to help you with any questions you may have.
RETURNS: A full refund will be issued for unused products. Items must be postmarked within 14 days of receiving the order, and 90 days if there is a manufacturer's defect. Any item that has been damaged by the customer in any way will not be eligible for a refund or exchange (please refer to our warranty article a few questions above). A restocking fee of 20% will be charged for returns. If the order is incorrect due to an error made by Timberdog®, the customer will receive the correct item at no charge.
NO RETURNS WILL BE ACCEPTED FOR THE FOLLOWING: Naturally-occurring color or texture variations of the materials, as these are not considered defects. Laundered products. Washing instructions included on the labels and packaging should be followed closely. After 14 days from package delivery (as confirmed by tracking information), or after 90 days for manufacturer's defects. And all sales items, as they are final sale.
TIMBERDOG® IS NOT RESPONSIBLE FOR: Lost or stolen packages once they've been issued to the carrier. We will provide you with tracking information so you can file a claim with the carrier if necessary. Shipping charges if the package is refused or if the customer provides the wrong shipping address.
YES TO RETURNS OR EXCHANGES FOR THE FOLLOWING: RETURN/EXCHANGES POST-MARKED UP TO 14 DAYS: A FULL REFUND or EXCHANGE will be issued for unused products. Items must be postmarked within 14 days of receiving the order. Please note that return shipping to Timberdog® and exchanged shipping back to the customer is the responsibility of the customer. Differences in cost of exchange and/or shipping cost will be charged or refunded to the customer’s original method of payment. If original method of payment is not available, the customer will be be sent an invoice for payment. The exchange will not be shipped until the invoice has been paid. If the order is incorrect due to any error made by Timberdog®, shipping both ways will be paid by Timberdog®.
EXCHANGE ONLY POST-MARKED UP TO 14 DAYS: Customer may exchange unused products ONE TIME ONLY. Items must be postmarked within 14 days of receiving the order. Please note that return shipping to Timberdog® and exchanged shipping back to the customer is the responsibility of the customer. Differences in the cost of exchange and/or shipping cost will be charged or refunded to the customer’s original method of payment. If the original method of payment is not available, the customer will be sent an invoice for payment. The exchange will not be shipped until the invoice has been paid. If the order is incorrect due to mistakes made by Timberdog®, shipping both ways will be paid by Timberdog®.
How long does it take to process an order?
Please allow 48 hours for your order to be processed for shipping. We make every effort to send you your order as fast as possible, but we're a small company, with the unprecedented challenges of the pandemic. Please forgive delays; we're only human, and feel free to nudge us if you have any questions about the arrival of your package. You will be provided tracking information to track your order from the carrier to your home. ♡
Where do you ship and how long will it take for my order to reach me?
We're currently shipping to mainland US (lower 48), with the exceptions of Hawaii and Alaska (we're working on including them as we grow and expand)!
As for shipping times, they used to depend on just your location, but now we're dealing with the pandemic, which complicates things. Please bear with us as we deal with global shipping logjams, port closures, increased container costs, tariffs, and so many other complexities and logistical challenges. We're a small company and working hard to get your product to you as fast as possible! ♡