Quick answers about ordering, delivery and caring for your big or senior dog. Still have a question? Email us at info@masa-home.store and we'll reply within 24 hours.
Orders & delivery
How long does delivery take?
Most orders arrive in 3–20 business days, depending on which warehouse ships your item. Orders are processed in 1–3 business days. Items from our US warehouses usually arrive in 2–7 business days after shipping; items from international warehouses take 9–15 business days.
Is shipping really free?
Yes. Every US order ships free with tracking. Any applicable sales tax is calculated at checkout.
How do I track my order?
We email your tracking link as soon as your order ships. You can also follow the link in your order confirmation email. If tracking hasn't updated for 7 days, email us and we'll look into it.
Will everything arrive together?
Not always. Our products ship from different warehouses, so one order may arrive in separate packages on different days. Each package has its own tracking number.
Do you ship outside the US?
No. Masa Store ships to addresses in the United States only.
Can I change my address after ordering?
Email us right away. We can update the address before the order ships, but not after.
Returns & problems
What if my item arrives damaged, defective or wrong?
Email us within 30 days of delivery with your order number and clear photos or a short video of the problem. Once we've reviewed the evidence and verified the issue, we'll send a replacement or a refund — you won't need to send the item back.
Can I return an item I don't need?
Yes, within 30 days of receiving it, if it's unused and in its original packaging. Email us first and we'll send you the return instructions. See our Returns & refunds policy for details.
When will I get my refund?
Once your claim or return is approved, the refund goes back to your original payment method within 10 business days. Your bank may take a few extra days to show it.
Choosing the right product
How do I choose the right size?
Weigh your dog and measure chest girth and body length. Use the size chart on each product page rather than choosing by breed alone. If your dog is between sizes, email us before ordering and we'll help.
How do I pick the right ramp height?
Measure from the floor to the top of the bed, couch or car seat. Choose a ramp whose highest setting matches or slightly exceeds that height. A longer ramp gives a gentler slope, which is easier for senior dogs and dogs with sore joints.
My dog is nervous about the ramp. What should I do?
Start with the ramp flat on the floor and reward every step with a treat. Raise it one level a day, and keep sessions short and positive. Most dogs are confident within a few days. Read our step-by-step ramp training guide.
Are your products a medical treatment?
No. Our products are for comfort and everyday support. If your dog is in pain, injured or recovering from surgery, please ask your vet first.
Payment & account
Which payment methods do you accept?
All major credit and debit cards and the express payment options shown at checkout. Payments are processed securely by Shopify.
Do I need an account to order?
No. You can check out as a guest. An account just makes it easier to see your past orders.