Hepper | FAQ


	FAQ What we know and what you want to know. If there’s anything missing, please email us: info at hepperhome.com SHIPPING JAPAN Contact our Partner at http://www.alfa-vita.com/ USA Orders will be shipped within 2-4 business days. We use FedEx Home delivery services. Orders to the East Coast typically take 1-3 days to arrive; please allow 4-6 days for West Coast orders. INTERNATIONAL We use USPS for international orders. If your country is not available when you check out, please email us for rates. Note that the web system auto generates prices for the international shipping. If you want to order more than one item we sometimes can pack them together to save you from being charged double for shipping. Place your order through our checkout page and then we will email you options before charging your card. Any questions? Just email us! CONSTRUCTION Pod: The rounded parts are a soft-touch construction: there is fabric laminated to both sides of the molded foam shell. The steel frame is powdercoated. The soft shells can be very easily removed (they just pop off) from the frame. They are flexible, but will hold their shape. Nest: The rounded parts are a soft-touch construction: there is fabric laminated to both sides of the molded foam shell. They are flexible, but will hold their shape. The upper lip is attached to the lower bowl with 3 threaded chrome pins. The upper lip can also be used under the bowl as a second assembly method. Wave:The Wave has a soft micro-suede hammock that is zipped on to the frame. Inside the hammock is a 2cm thick foam pad for extra comfort. The steel frame is powdercoated. Pad:A sewn pad made of sleeping bag materials, foam, and lofted poly fill. Roost: The Roost is made of anodized aluminum, folded and assembled. ASSEMBLY Pod: Check out our video! Hepper Pod Assembly from Hepper on Vimeo Nest: This bed uses metal pins to secure the top lip to the bottom bowl shape. Align the three holes on top and bottom lips, then unscrew the metal pins and re-screw them through the holes in the lips. Wave: This bed is a bit trickier, but we have full confidence in your abilities. It will arrive assembled, so you don’t really need to mess with it. But if you must: Flip the bed over and open the Velcro flaps at either end. Unzip all the way and separate the zipper. To put the hammock back on the frame after you’re done futzing around with it, align the hammock centered on the metal frame, start the zipper, and pull the fabric tight – pretend it’s a parka that’s one size too small. Once you get that, zip it up tight and reverse the instructions above. Pad: Nothing to do with this one. Now go pet the cat. Roost: This birdhouse comes assembled and ready to hang. It is recommended that you clean it out once a year, so that birds can re-find it and build new nests in the spring. You’ll need a little coordination, so roll up your sleeves: Take the Roost down, so it’s not hanging. Pull the metal cable down through the roof, essentially ‘unlocking’ the vertical walls. Slide the center wall section out from the roof section, clean and reverse the above. CLEANING & MAINTENANCE The first step we recommend is to take a vacuum or lint roller to the beds to remove as much fur as possible. Then use a clean rag and warm water with a very mild soap solution to spot clean. Do not put any of the fabric parts into a washing machine. Specific Cleaning info: Pod: Remove the molded shells from the metal frame. Vacuum or spot clean as above. Also try a gentle cool water spot wash in the sink with a tiny bit of detergent. These parts are flexible and you will be able to bend them to fit into the sink. Air Dry only. Pad in Pod: cold water wash on gentle, air dry. Nest: Remove the chrome pins. Vacuum or spot clean as above. Also try a gentle cool water spot wash in the sink with a tiny bit of detergent. These parts are flexible and you will be able to bend them to fit into the sink. Air Dry only. Pad in Nest: cold water wash on gentle, air dry. Wave: Remove the micro-suede cover and foam interior pad. To clean the cover, vacuum or spot clean as above. Also try a gentle cool water spot wash in the sink with a tiny bit of detergent. Air Dry only. Pad: Vacuum or spot clean as above. Also try a gentle cool water spot wash in the sink with a tiny bit of detergent. These parts are flexible and you will be able to bend them to fit into the sink. Air Dry only. MATERIALS & SAFETY As devoted pet owners who use our own products, we take great care in selecting materials that are safe and durable. Hepper® products are generally made from molded foam and various fabrics (including fleece and micro-suede) with steel frames – roughly the same ingredients you’d find in a pair of sneakers. GUARANTEE All Hepper® products are guaranteed to be free from manufacturer’s defects for 1 year. If you find any issues, please snap some pix and let us know so we can replace or repair your item. Keep in mind that items damaged by your chewy dogs and scratchy cats are not returnable. We recommend that you withhold their allowance so you can buy another (that would be another Hepper® product, not another cat or dog) RETURNS SALE ITEMS ARE NOT RETURNABLE - SORRY! Please inspect your Hepper® items BEFORE letting your pets get at them. If you are dissatisfied with your order for any reason, you can return your items for a prompt refund or exchange. Please note that used items are not returnable for sanitary reasons. We all care about the health of our pets, and we will not take any chance of diseases, smells or even fur spreading. Don’t try to return a used item - we will know, and we will not be able to refund your money (but we’ll still love you). Any refunds for items returned within thirty days of the purchase date will be credited in the same form as the original payment type. Refunds for items returned more than thirty days after the purchase date will be in the form of a credit redeemable on your next purchase. The original shipping and handling charges are not refundable. Returns must be pre-authorized. Email us at info at hepperhome.com and we’ll figure out how to make everything good. PRIVACY AND YOUR ACCOUNT Please set up an account to buy products from Hepper®. It helps us stay in touch so we can send your little critter birthday specials, as well as news on sales, specials and new products. Don’t worry - we hate spam too and promise that we’ll never send you any garbage emails. If your inbox is already overflowing, just drop us a note anytime and let us know that you don’t want any emails from us. MORE QUESTIONS? Email us at info at hepperhome.com and we’ll give you answers.