FAQ — Ashbera
FAQ
Clear policies, quiet service. Founders releases are limited and refined over time.
Orders
When am I charged?
Only at checkout, when you place an order. Joining the waitlist is never a purchase.
Can I cancel or change my order?
If your order has not shipped yet, changes may be possible. Once shipped, changes are not guaranteed.
What’s included with the carrier?
Presentation packaging, premium dust bag, authenticity documentation, and a care guide.
Shipping
Where do you ship?
Launch phase is United States only. International availability will be announced later.
Do you provide tracking?
Yes. Tracking is emailed as soon as your parcel leaves our facility.
What about duties & taxes?
If/when international shipping opens, duties and taxes may apply depending on destination and are the customer’s responsibility.
Returns
What is the return window?
45-day returns. Items must be unused, in original condition, with all packaging and accessories.
Are returns free?
Return terms (including any labels/fees) are provided during the return process and may vary by location and launch phase.
What items are not eligible for return?
Used items, items with damage, missing accessories/packaging, or items marked final sale (if applicable).
Warranty & Service
Do you offer a warranty?
Yes. We stand behind craftsmanship under normal use. If you believe there is a defect, we will review and make it right.
What does the warranty cover?
Manufacturing defects and craftsmanship issues (stitching, seams, construction) under normal use.
What is not covered?
Accidental damage, misuse, stains, pet chewing, normal wear over time, and damage caused by airlines or third parties.
How do I request service?
Use the contact form on our Contact & Help page with your order number and clear photos. We’ll guide the next steps.
Product & Travel
Is it airline-friendly?
Engineered around typical in-cabin under-seat expectations. Airline policies vary by aircraft and route — always confirm your specific flight rules.
How do I check fit for my pet?
Measure length (nose → base of tail) and shoulder height. Your pet should be able to sit and turn comfortably inside.
How do I clean and store it?
Wipe with a soft cloth and mild soap. Air dry. Store in the dust bag between trips.
Ashbera sells directly via ashbera.com. Specifications and service terms may be refined as the product evolves.