GOT QUESTIONS? WE’VE GOT YOU COVERED

GOT QUESTIONS?

WE’VE GOT YOU COVERED

Frequently asked questions

Product Features

What makes the Cooper & Co. FlowSteps™ different?

They are endorsed by Canine medical professionals for a reason, the specially engineered gradient ensures a smooth and seamless ascent and descent. The foam is double the density of most comparable products on the market, meaning it can not only support big dogs but will hold its' shape over time and not sag like a wet sponge.. The non-slip base is made from a material that has previously been unused in the application of pet products - unique and high quality. The step height is angled and half the height of other cheap models, with an overall width approx. 20% wider than market standard also. All this and it actually looks good in your home too? Unheard of.

In a nutshell, it is a gamechanger - pet stairs reimagined, using high quality materials that actually work well for a wide variety of dogs, enabling them to live happier, healthier, longer & safer lives!

Are the stairs safe for senior or recovering dogs?

Absolutely! It has been designed especially for them, our high-density memory foam was specially selected for its properties regarding pressure relief and joint comfort and is why the FlowSteps™ are so highly recommended by canine medical practitioners.

As with any new product, we recommend supervision until they get the hang of things.

What type of dogs can benefit from using the FlowSteps™?

The Cooper & Co. FlowSteps™ are designed for dogs of all sizes - from extra-small breeds to larger companions. Its wide design and gentle incline make it especially helpful for senior dogs, puppies, small breeds, short legged, long bodied, or pets recovering from injury who need a little extra support getting onto couches or beds.

Is the fabric durable and easy to clean?

Yes, we selected a premium material for our cover that is scratch proof, removable and machine washable.

Are the stairs suitable for large dogs?

Yes. The extra-wide steps and high-density foam provide solid, supportive structure for larger breeds as well as small ones. They are endorsed and recommended by animal medical practitioners, to support dogs of all sizes.

We have received glowing feedback from customers who have had their large breed dogs use the FlowSteps™, such as Labradors, Golden Retrievers, Mastiffs, Greyhounds and German Shepherds - all reporting the foam was able to hold their dogs weight (up to ~55kg).

Please note, being memory foam, they are not solid. They will compress under weight, this is an expected and intentional function and not them collapsing - this is them cushioning your dogs joints. We understand this can take some getting used to, for pups and owners alike. If you have any concerns, just email us at support@cooperandcopets.com.au.

Is the cover machine washable?

Absolutely! Less time in the laundry means more time for cuddles - as it should be.

To maintain its quality, remove the cover and zip it closed before washing. Use the Cooper & Co. delicate wash bag on cold, gentle cycle. Do not tumble dry.

Are the steps portable?

Yes, they are light enough to be moved from room to room, or even taken with you on holiday.

Will the stairs slide on my floor?

Thanks to the exclusive Cooper & Co. GripTech pattern, we are confident it will stay in place on any floor surfaces.

Safety & Usage

Can disabled or vision impaired dogs use the steps?

This is one of the reasons we made the FlowSteps™ 20% wider than majority of other products on the market, to support with stability and give that extra width in case our special pooches that need a little extra help go a little off-track. That said we always recommend supervision for any dogs with disabilities when using the steps, just in case.

My bed/car is very high - can the FlowSteps™ still help?

Yes, absolutely. Even if the top step doesn’t reach the full height of your bed or vehicle, the premium high-density memory foam still provides meaningful support for your dog. On the way up, it reduces the distance they need to jump, making it easier on their joints. On the way down, the foam helps absorb impact, offering a much softer landing than the hard ground — which is especially important for dogs with mobility issues or joint sensitivity.

Is the zipper high quality?

Yes. We use only premium materials in our products. The double snap zipper heads are stainless steel and rounded edge zipper and the covers are specially designed the cover in a way to keep cover change overs snag free and hidden, for a smooth, uninterrupted look that complements the design.

Is the zipper safe for floors?

We have designed a small pouch at the end of each side of the zippr, to conceal the zipper heads once closed. That said, even if not completely concealed in the pouch, the zipper heads are rounded, specially designed not to scratch your beautiful flooring.

Shipping, Returns & Warranty

Do you offer a warranty?

Yes — every Cooper & Co. Pets product is covered for manufacturing faults or defects. Just send us photos of the issue and we'll sort a free replacement, no return needed. FlowSteps™ also come with our Trial & Donate policy (see above), so you can try them with your dog completely risk-free.

How long does shipping take?

Orders are dispatched within 48h of receiving your purchase, with an express shipping option should you need your FlowSteps™ quickly. Our products are stored locally in Australian warehouses, which allows us to get your order to you ASAP!

What is your return policy?

If your FlowSteps™ arrive faulty or damaged

Please note: FlowSteps™ are compressed for shipping and can take up to a week to fully rehydrate and settle into their final shape once unpacked. This is completely normal — please allow this time before assuming there's an issue.

Once settled, if your FlowSteps™ is still faulty or damaged, email us photos and a description of the issue at support@cooperandcopets.com.au. If it's a manufacturing fault, we'll send a free replacement straight away — no need to send the original back. Keep it, repurpose it, or dispose of it, whatever suits.

If your dog just hasn't taken to them
Like anything new, some dogs take to them instantly, while others need a little time, patience, and encouragement. Here's how our Trial & Donate policy works:

Try FlowSteps™ for a full 30 days, following our tips and training guidance for introducing them to your dog.
If your dog still won't use them after the 30 days, email us at support@cooperandcopets.com.au and let us know what you've tried.
If we agree it's time to explore other options, tell us the name of a local canine physio, vet or holistic practitioner, that you'd like to donate the FlowSteps™ to — your own, or one you know of.
We'll reach out to them directly to confirm they're happy to accept the donation.
Once confirmed, drop the FlowSteps™ off and take a photo of the handover as proof (we'd love to see the happy Physio or Vet you are giving them to! But of course, if anyone else is in the shot, please ask their permission first — we may use it on our socials!) and send it through to us.
Once we've received your proof of donation, we'll refund your purchase price, minus a $20 contribution towards the cost of getting FlowSteps™ to you. support@cooperandcopets.com.au and we will guide you through the process.

Still Have Questions? Contact Us

Our team is here to assist you with any questions about our products, orders or your furry friend's needs. We'll get back to you as soon as we can - because happy customers mean wagging tails.

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