FAQ — Ashbera
Product & Fit
What are the carrier dimensions?
Founders Edition Cabin Pet Carrier: 17.9 × 11.0 × 9.1 in (45.5 × 28 × 23 cm). Soft-sided profile designed for typical in-cabin under-seat spaces. Always confirm your aircraft’s exact limits before you fly.
Will it fit my cat or small dog?
Measure body length (nose → base of tail) and shoulder height; allow 1–2 in (2–5 cm) of ease. Most cats and many small dogs fit comfortably within the internal space. If you’re unsure, send measurements to concierge@ashbera.com and we’ll advise.
Is it “airline-approved”?
It’s engineered around common in-cabin expectations (under-seat, soft-sided, ventilated). Policies vary by airline/aircraft/route, so please verify your exact flight before booking.
What’s included in the box?
Presentation packaging, premium dust bag, authenticity card, and care guide.
How do I acclimate my pet to the carrier?
Leave it open at home with a familiar blanket; reward calm entries; close for short intervals (1–3 minutes) and build up to 20–40 minutes. Practice the zipper sound gently. Most pets settle within 1–2 weeks of short, positive sessions.
Where is the carrier designed and made?
The Founders Edition was designed at our studio in Namur, Belgium. We partner with a specialized workshop known for its expertise in high-performance textiles to bring our designs to life.
Travel
Will it fit under the seat?
The soft-sided base flexes slightly to slide under most seats. Seat space can vary (window/middle vs aisle). At the gate, you can ask staff which side offers the most under-seat clearance on your aircraft.
Can I use it in the car?
Yes. Place on a stable seat, secure via the trolley sleeve/handle with a seat belt, and clip the internal tether to a harness (never a collar).
Materials & Care
What is it made of?
840D performance nylon shell, discreet mesh ventilation, microfiber trim, corrosion-resistant metal hardware, and lockable YKK® AquaGuard zippers. Quilted padded base for comfort.
How do I clean and store it?
Wipe interior and exterior with a soft cloth and mild soap; air dry. Avoid heat sources and harsh solvents. Store in the dust bag between trips.
Orders, Shipping & Returns
Where do you ship from and how fast?
We ship from the United States. Orders typically process within 1–2 business days. You’ll receive a tracking email as soon as your order leaves our facility. US transit is usually 2–6 business days; international timing varies by destination and customs.
Do you ship internationally?
Availability is shown at checkout for your address. Duties/taxes may apply per local regulations and are the customer’s responsibility.
What’s your return policy?
45-day returns. Item must be unused and in original condition with all accessories. Email concierge@ashbera.com with your order number to begin a return—we’ll guide you through the steps.
Forever Care, Warranty & Authenticity
What is “Forever Care”?
Founders owners receive complimentary stitching support for the life of the product (seams/threads). It doesn’t cover accidental damage, stains, or hardware replacement. Email us with photos and your authenticity details; we’ll take care of you.
Is there a warranty?
If you believe your item has a manufacturing defect, contact concierge@ashbera.com and we’ll make it right. Please include your order number and clear photos.
How do limited batches & the waitlist work?
We release small, numbered batches. If sold out, join the waitlist on the product page—you’ll be emailed first when the next batch opens. You’re never charged until you place an order.
How can I verify authenticity?
Each Founders Edition includes a numbered authenticity card. Ashbera sells directly at ashbera.com.
Payments & Support
Which payments do you accept?
Major credit/debit cards and accelerated checkouts (e.g., Shop Pay / Apple Pay / Google Pay where available).
Still need help?
Email concierge@ashbera.com. We aim to respond quickly and thoroughly.