I ordered my dog's name on the bed, but it's not on the item I received!Updated 9 months ago

There could be a couple reasons for this:

1. You are looking at the mattress. For most of our beds, the mattress is gray with a yellow bottom and is the first thing you'll see when you open the box. Slide that out, and check the bottom of the box for the cover, which will be folded up in a plastic bag. This cover is what will have your dog's name on it. 
2. The personalization was not actually added to the order. This will happen if the "Add your dog's name?" box is not checked, even if you enter in a name and select the thread color. Without that box checked, the personalization data will not transfer to the cart with the bed, and you will not be charged the personalization fee. To see if this happened, access your order online or check your order confirmation email. If you do not see the name and text color listed under the bed, and no customization fee, then the data did not carry over because the box was not checked.*
3. We made a mistake! We do our best to fulfill orders as accurately as possible, but our team is entirely human and sometimes mistakes happen. If your order confirmation email does show the personalization and you were charged that additional fee, all you have to do is email [email protected] with your order number and a photo of the missing personalization. We can get a replacement cover embroidered and shipped or the personalization fee refunded, depending on your preference.  

*If the personalization does not appear on your order and you were not charged the personalization fee, but you do still want your bed personalized, please contact [email protected] to set up an exchange for it. The item you received must still be in like-new condition to qualify.