HELP CENTRE
Frequently asked questions
Everything you need to know about your Gearoam cooling mat, shipping, and returns. Still stuck? Email us and we'll reply within 24 hours.
The cooling mat
How does the cooling work without water or power?
The mat is filled with a pressure-activated cooling gel. When your pet lies down, the gel absorbs their body heat and creates a cool surface — no electricity, refrigeration or refills. Once they step off, it self-recharges in minutes.
How long does it stay cool?
Each cooling cycle lasts around 3–4 hours of continuous use, then recharges on its own within 15–20 minutes. In practice it keeps your pet comfortable throughout the day.
Which size should I choose?
Choose the size closest to your pet's length when lying down. When in doubt, size up — pets love room to stretch. Full dimensions are listed on the product page under each size option.
Is the gel safe for pets?
Yes. The gel is non-toxic and the mat has a puncture-resistant, chew-tested base. It's safe for both cats and dogs.
How do I clean it?
Wipe clean with a damp cloth or spot-wash with mild soap. No machine washing needed. Store flat or rolled.
Orders & shipping
How much is shipping and how long does it take?
Shipping is free across the EU. Orders are dispatched in 1–2 business days and typically arrive within 5–8 business days. You'll get a tracking link by email once it ships.
Where's my order / how do I track it?
Check the tracking link in your shipping confirmation email. Please allow up to 48 hours after dispatch for tracking to update. Can't find it? Email us with your order number.
What's your return policy?
You have 30 days from delivery to return your mat for a full refund under our 30-Day Cool Guarantee. See our Refund Policy for details.
Which payment methods do you accept?
We accept all major credit and debit cards, plus fast checkout options like Apple Pay, Google Pay and PayPal. Every payment is encrypted and secure.
How do I contact you?
Email our support team any time via our Contact page. We reply within 24 hours, Monday to Friday.