Frequently Asked Questions
At DoggieLawn, we believe that human and pet comfort should never be mutually exclusive. That's why we created the DoggieLawn - an innovative, natural indoor dog potty that pets and humans alike love. It uses authentic grass with naturally-occurring microbes that break down dog urine, eliminating smells while providing a natural environment for your pup to do its business. DoggieLawn is easy to use, perfect for pets, and much better for the environment than artificial dog grass pads.
- How will DoggieLawn help me?
DoggieLawn is all about making the lives of pet parents more convenient when it comes to potty time! In fact, the idea for DoggieLawn was conceived by the founders when their own busy schedules made it difficult to come home and walk the dogs at the same time each day. The guilt of thinking about their poor, furry babies waiting to go potty led to them to create a useful, convenient and eco-friendly solution for dog owners everywhere!
You’ll find that DoggieLawn is a perfect solution for:
- housetraining a puppy
- apartment residents that don’t have the luxury of a backyard
- busy professionals that can’t always make it home at the same time
- senior dogs with incontinence and/or arthritis
- avoiding the late night walk in the cold/rain/snow
- pet parents tired of the smell and maintenance from artificial grass
- homeowners that want to have a dog run on the side of the house in order to protect their grassy backyard
Check out our YouTube page to see DoggieLawn in action!
- What sizes do you offer?
For smaller dogs (up to 25lbs) we offer the Medium DoggieLawn which is a roomy 24 x 20 inch lawn. Click here to see what you can expect with your first delivery.
For larger or multiple dogs, we offer the XL DoggieLawn which is over double the size of the Medium DoggieLawn at 24 x 48 inches. This size is also great for dogs that like to circle and find just the right spot to potty on! We recommend the use of our XL DoggieLawn Tray with this size. Click here to see what you can expect with your first delivery.
- How do I know which subscription is best for me and my furry friend?
You can always give us a call for help determining the best plan for you and your furry friend. We make suggestions based on your dog’s general weight, age and anticipated frequency of use.
For young ones under a year old, we recommend the Medium DoggieLawn. For bigger puppies, the ideal option is to either get the larger XL DoggieLawn or to put multiple Medium DoggieLawns side by side to create a bigger surface area.
Frequency: Since young puppies tend to have smaller bladders, they will urinate more frequently than adults. So to make sure the grass is always fresh, we suggest a weekly cycle until they’re older, at which point you can switch to a biweekly schedule.
For adults under 25lbs, we recommend the Medium DoggieLawn. For bigger dogs, the ideal option is to either get the larger XL DoggieLawn or to put multiple Medium DoggieLawns side by side to create a bigger surface area.
Frequency: We suggest a a biweekly schedule if your dog is using the DoggieLawn about 1-2 times a day. If they’re going more often than that, you may want to consider a weekly subscription. If you have more than one dog using the DoggieLawn you may also want to consider a weekly schedule.
For senior dogs under 25lbs, we recommend the Medium DoggieLawn. For bigger dogs, the ideal option is to either get the larger XL size or to put multiple Medium DoggieLawns side by side to create a bigger surface area.
Frequency: For older dogs with incontinence issues or difficulty walking, we highly suggest a weekly schedule due to the high frequency of use. Unfortunately, older dogs may not be able to hold their bladders or take walks like in their younger days, so we recommend the DoggieLawn as a way for your dog to always have access to fresh grass for potty time.
- My dog loves the grass and uses it frequently. Can I increase my deliveries to every week?
Absolutely! Just log in to your account and update your plan under your 'My Subscriptions' section, or email us at email@example.com to adjust your shipping frequency.
- How does the subscription work?
Great question! Select which subscription you’d like and sign up online or over the phone at 310-853-8997.
When your DoggieLawn arrives, use the disposable gloves (which come with every new delivery) to unroll the grass onto your tray (if you've purchased one or have your own). Just remember to remove pet solids daily. When your next shipment arrives, put on the gloves to roll up the old grass, place it in a garbage bag and throw it away in the trash. Then unroll the new grass out onto your tray. Voila! A fresh pet potty, as simple as that.
Watch our un-boxing videos for help on how to set up your first DoggieLawn once its delivered.
- Will my pup like DoggieLawn?
Dogs like to do their business on real grass. It’s that simple. They like the smell and feel of it because it’s natural! Often they will use it with little or no training. For fussy dogs, all it takes is a little positive reinforcement to get them to use it. Give them a treat when you see them use the lawn the first few times. They’ll be hooked and you’ll love the ease and simplicity of the system. Like all new routines, it does take some time, patience, and consistency to get your pooch fully used to their new grass potty, which is why we offer free consultations with our on-staff training experts. Just give us a ring to speak with one of our friendly and knowledgeable experts today!
- I can’t get my dog to stop digging up the grass. Any suggestions?
For those playful pups, the grass is a new novelty that gets their curiosity going, which sometimes results in digging and chewing. We suggest that you supervise your dog when using the DoggieLawn to continually reinforce positive behavior AND immediately put a stop to any undesired behavior like digging, chewing and snoozing! After a little while, your dog will get the hint and stop digging. We also recommend aviary netting and zip ties as another option to get your dog to stop chewing or digging up the grass until they get trained on how to use it. Simply wrap the grass with the netting and use zip ties to secure it in place. After a couple times of trying unsuccessfully to get at the grass, they should lose interest and stop playing with it.
- When can I expect my first DoggieLawn?
We ship out Friday - Wednesday (excluding weekends) each week. If you signed up before the cutoff time (midnight PST on Sunday) your first DoggieLawn will ship out the Monday - Wednesday of the week you signed up. If you signed up after the cutoff time (midnight PST on Sunday), your first DoggieLawn will ship out BY the FOLLOWING Monday - Wednesday but may also ship earlier if inventory is available. Feel free to contact us to find out when your first one will ship.
- Will I be able to track my shipment?
Absolutely! We’ll send you a tracking link each time your box is sent so you know exactly when to expect it; additionally, Fedex will also send you tracking confirmation via email. This email is sent out the week your DoggieLawn ships (by Wednesday). You are also able to track your shipment through the DoggieLawn customer portal under the "My Shipments" tab. Please make sure you check the progress of your order so you know exactly when your item is delivered and be able to contact your carrier if you have questions. Please note that sometimes our emails go to your spam folder- so check there if you haven't received your tracking email!
- What are my shipping options?
We ship via FedEx Home Delivery, a ground service which typically delivers packages within 1-5 business days of shipment. We do not require a signature release; however, it’s ultimately up to the driver and whether they feel it's safe to leave your package at your front door. If your driver leaves a notice requiring a signature we recommend leaving a friendly little note for your driver to always leave the grass, even when you’re not home (after all, who would want to steal a box of grass?) OR signing up for FedEx Delivery Manager to customize your delivery and give instructions directly to the driver in your area. Please follow the progress of your order to ensure you open your shipment as soon as it is delivered since this is a perishable item.
- When will my grass ship?
You’ll receive your DoggieLawn like clockwork based on the frequency of your choosing. We typically ship out Friday (excluding weekends) through Wednesday and you will receive your grass in about 1-5 days (depending on your location) after it ships. Every once in a while, issues can occur with shipping and/or product availability (due to weather conditions) and can delay the delivery of your order. Please note that we do our best to anticipate these situations in advance to prevent these issues from ever affecting you but do know that sometimes, slight delays can occur and are out of our control.
- I changed addresses and forgot to let you know or I entered in the wrong address when I signed up. What should I do?
Oopsy! Mistakes happen. We can reship your grass but there is a fee for these orders. Once in transit, any address corrections due to an incorrect address (i.e. - missing suite or apartment numbers, incorrect street numbers, etc) will be subject to an address correction fee of $12.50.
To update your address, send us an email at firstname.lastname@example.org with the name on the account along with both your old and new addresses. Otherwise, you can update your shipping address yourself within the DoggieLawn customer portal by visiting the "Address Book" page. Please note that any changes made to your shipping address will take effect in 10 business days. Please take this into consideration when making any changes before your next shipment.
- Ruh-roh. I tracked my shipment and it shows that it was delivered but it's missing. What do I do?
We’re so sorry to hear about that! Check with your leasing office and neighbors to see if it was delivered there. We also suggest contacting Fedex at 1-800-GoFedex to have them contact the driver and see where they left your package. If you're still not able to locate the shipment, send us an email to email@example.com WITHIN 48 hours of delivery* to report the incident and we will contact you as soon as possible to resolve the issue.
* Delivered but missing items must be reported via email WITHIN 48 hours of delivery by the carrier. Track your order at FedEx.com. Tracking numbers are emailed by end of day Wednesday the week your DoggieLawn ships.
- I just received my DoggieLawn and it's damaged. What do I do?
Send us an email to firstname.lastname@example.org WITHIN 48 hours of delivery* along with a picture to report the incident and we will contact you as soon as possible to resolve the issue.
* Damaged product must be reported via email WITHIN 48 hours of delivery by the carrier and must be accompanied by a picture to allow us to file a claim. Track your order at FedEx.com. Tracking numbers are emailed by end of day Wednesday the week your DoggieLawn ships.
- How can I manage my shipment?
DoggieLawn shipments are sent out using FedEx. Simply go to fedex.com and enter in your tracking number to see the status of your shipment. To receive text updates on your DoggieLawn shipment, sign up for FedEx Delivery Manager at www.fedex.com/delivery
We do not require a signature and typically most FedEx drivers will leave your package at your door. However, there are times when the driver may NOT leave the package at your location if you are not home. Unfortunately, we do not have any control over this. However, if you've signed up for FedEx Delivery Manager, you can leave specific notes for the driver on where to leave your Doggielawn. This service is a free tool that FedEx offers.
If you need to update your subscription plan you can do so online. However, for those customers who signed up for a plan prior to July 20th 2016 will need to contact us.
- When will I be billed?
First time orders are billed for their initial shipment upon signup, and all subscriptions will renew automatically. Members will be billed the Thursday prior to their next scheduled shipment. For those customers who signed up for a plan prior to July 20th, 2016 will need to contact us. For more information about your billing schedule, please email us at email@example.com
- What's your cancellation policy?
You can cancel your subscription anytime. You will still receive the DoggieLawns you’ve already paid for, but your subscription will not be renewed. WE DO NOT PROVIDE REFUNDS OR CREDITS for partial month memberships or unshipped product.
- I need to cancel my service. What do I need to do?
We're sorry to see you go!
You can cancel your DoggieLawn subscription in one of two ways. You can send a request via email to firstname.lastname@example.org with the account holder’s name and reason for cancelation. You should then receive a confirmation email with a request number (please save a copy of the confirmation email with the request number as record of your cancellation). If you signed up for a subscription on our site after July 20th 2016 or have transferred your old account to our new system, you can also log into your account and cancel your subscription under My Product Subscription.
You are welcome to cancel your subscription at any time. If a cancellation request is received AFTER you have been billed for any shipment(s), the shipment(s) for which you have paid will still be delivered. Please note that WE DO NOT PROVIDE REFUNDS NOR CREDITS for any pre-paid product. If you have paid for a shipment you no longer wish to receive, we are happy to send your lawn to a friend, family member, or anyone else you think might want to give DoggieLawn a try!
To avoid being billed for an additional cycle, please submit your cancellation request at least one business day prior to your bill date. Please note that we do not process cancellations via phone. Please contact us with any questions regarding your next bill date or the cancellation process!
- How is your grass different than sod?
Unlike the sod you would find at a garden center, our grass provides a durable matting of roots and fertile soil. The structure under the grass is excellent at absorbing liquids (like urine) so if used as directed there’s no leaking and no odor (with normal use)! Like most grass you’ll find some sand or soil, but none of the messy, clay-like dirt.
We ship the hydroponic variety from the west coast. Recently we've added local alternative varieties for dog families that order the XL version and live in the central and eastern parts of the country. These varieties are not hydroponic but offer their own advantages. First, they're cheaper! We have to pay less to ship them to you and pass that savings to you. Second, they're better for the planet because they use less fuel to get to you. Finally, they work just as well as the hydroponic variety and your dog can't tell the difference.
- How long will the grass stay alive?
Under normal conditions; with water, light and no dogs present our grass can survive indefinitely. Even if the grass arrives a little "shocked" by shipping in the summer it can easily come back if provided a good environment. Frequency of use by your dog contribute to a shortened life span. Under normal use, with a single dog, we expect the grass to last anywhere from 1-4 weeks. Your individual results vary depending on how heavily it’s used (i.e. – frequency of use each day, number of dogs using it, amount of urine, etc). Contrary to popular belief, the color of the grass is not important to your dog. Remember, on a walk your dog will pee on green grass, yellow grass, a pole, a curb, a patch of dirt, etc. If you're concerned the grass is not perfectly green, just remember your dog is color-blind ;)
- Do I need to water the grass?
We suggest you only water the DoggieLawn as needed because most dogs don't like walking on wet grass! If your dog does not mind or you live in a hotter climate, a little watering will extend the life of the lawn. But please keep in mind (and this is VERY important) that should the grass die for ANY reason your dog will still use it! Only humans care about the grass' color and your dog will continue to use the grass when the color turns and as long as the DoggieLawn is not moist and is free of poop!
- Do you offer any special training services with your DoggieLawn?
Yes! We offer free training support to those with stubborn fur babies. We understand that sometimes a dog may be used to a certain routine and training them to go in a new spot may be difficult. This is especially challenging if a dog has been told their entire life NOT to go potty inside the house! So a little patience, understanding and help from us is all you need to teach your dog that it's perfectly okay to go potty inside the house,.... but only on the DoggieLawn. :-) Give us a call or email to set up an appointment.
- I’m going out of town next month. Can I suspend a shipment?
Absolutely. Email us at email@example.com the Thursday PRIOR to the week of your next shipment to let us know which dates you would like suspended and we’ll take care of your needs.
- Why is real grass better than synthetic grass?
For a couple different reasons. Despite the claims of manufacturers, dog’s will not instinctively use synthetic grass unless it is sprayed with a chemical urine substitute. The chemicals are harsh and your dog is exposed to them with each use. The DoggieLawn expereience could not be more different. Dogs use the grass instinctively, often without training, because of the real grass and earth odors. Furthermore, there are no harsh chemicals of any kind present in the grass.
It’s also less work! Synthetic grass systems, have drip trays and catch basins that fill with pet urine. You must empty and wash them regularly to get rid of the bacteria and odor. Who wants to do that?
With DoggieLawn, urine is absorbed by the grass and broken down by the natural and harmless microbes found in grass. You must remove solids just like you would on a walk or with a synthetic system. Under normal use, the grass will eventually saturate and need to be thrown away after 1-2 weeks (varies by frequency of use and size and number of dogs). And, of course DoggieLawn is MUCH better for the environment!
- Oh yeah?! Why is DoggieLawn better for the environment?
Artificial grass emits VOCs (Volatile Organic Compounds), basically chemical fumes, which are not only bad for the environment but for humans and dogs as well. Secondly, the carbon footprint for manufacturing artificial grass is extremely high – it is a very energy intensive process during which greenhouse gases are emitted. Although some have accused natural grass of also producing greenhouse gasses, research conducted by Berkeley’s Laboratory for Manufacturing and Sustainability has found that artificial turf releases more greenhouse gases in its production, transportation and processing than the production and maintenance of natural turf.
- My grass smells like dirt? Is this normal?
Yes! It's absolutely normal, remember it's REAL grass which is why your dog will LOVE it. However, we understand that an earthy smell can be a little too much Mother Nature for some. If so, we highly recommend our Odor Remover Spray (available upon checkout or by email). This spray is perfectly safe for dogs and our grass!
- Do you offer any sort of military discount?
Yes! Just send an email to firstname.lastname@example.org to receive more details.
- It's raining, should I cover my DoggieLawn?
If you keep your grass on a balcony or outdoors, we definitely recommend covering the grass while it rains or moving it inside.
Our grass is designed to absorb liquid from your pet and to prevent you from having to do any dirty clean up work. In order for your grass to continue doing its job, we recommend your DoggieLawn stay out of the rain to keep it from being over saturated. Plus, those pups prefer their grass squish-free. Your grass will love you and so will your dog!
- Does your grass have bugs?
Every once in a while you may encounter a little critter. This is because our grass is a real, living plant that is grown outdoors. This may generally happen more often during the spring and summer season. If you do see a bug we recommend spraying your grass with an organic solution (put a few drops of dish-washing soap, neem oil or peppermint with water).
Contact Your Indoor Dog Potty Experts
We hope you've found this page informative, but if you still have questions, we're always happy to help. Feel free to give us a call at 310-853-8997 and learn more about how DoggieLawn works, or reach out to us at our contact page with any questions. We can't wait to hear from you, and we're excited to help you and your dog get his very own backyard!