Help center
Quick answers
The questions we hear most. Can't find yours? Get in touch.
About BrilliantPad
What is BrilliantPad?
A smart indoor potty that automates clean-up, reduces odor, and protects your small dog's health. It reduces stress and anxiety by ensuring your dog always has a clean, safe place to go. Train your dog to use BrilliantPad and automate clean-up from your phone. You’ll never touch messy pads again! Compare the machines →
How does BrilliantPad work?
01
Your dog uses the pad as usual. A comfortable, absorbent pad sits on top and quickly absorbs liquid to reduce surface moisture and odor.
02
You receive an alert. BrilliantPad notifies you when your dog goes potty.
03
You choose how to clean. Advance immediately with a tap, automatically after each use, on a schedule, or manually.
04
Waste is wrapped and sealed. The soiled section rolls forward, is wrapped, and sealed in an enclosed compartment.
05
Replace the roll when full. Each roll ≈ 50 traditional pads, up to 21 full advances. Lift, toss, insert a new roll. Watch How it works.
Who is BrilliantPad for?
Ideal for small breeds under 25 lbs that currently use pee pads, and for new puppies. Puppies adapt quickly, and pad-trained dogs usually switch within days, backed by our 2-week transition guarantee. Adult dogs that don't use pads today need significant training. It's also a gift for anyone with mobility challenges who wants the companionship of a dog: always clean, even when you're away. Not sure? Is it right for my dog?
Can I use it with multiple dogs?
Yes, just advance the pad as often as needed to maintain a clean potty.
Will BrilliantPad fit in my home? Will my dog fit on it?
BrilliantPad measures 34 × 24 inches; the control module adds 2 inches of width. The supply side is 4 inches tall, the waste end 6 inches, and the step-up is about 2 inches. The 24 × 23 inch pad area fits dogs under 25 lbs comfortably, ideal for teacup, toy and miniature breeds.
Will the motor scare my dog?
The motor and gears are designed to be durable yet quiet to avoid startling dogs.
Does the system need batteries?
No, it plugs into a standard outlet and uses a safe, UL-rated low-voltage power supply. A rechargeable battery kit is available separately for travel or use away from an outlet.
Can I put the machine outside?
Nope, BrilliantPad is for indoor use only.
Does BrilliantPad replace walking my dog outside?
No, take your dog outside regularly for exercise and socializing. Your dog will learn they can go potty both outside and on BrilliantPad. It's about convenience and independence while helping protect your dog's health.
Why BrilliantPad
What makes it different from other indoor dog potties?
It cleans itself. Regular pads don't do that. And unlike grass patches, you never handle the solids or drain the liquids: waste is wrapped and sealed, and disposing the roll is easier and cleaner.
Why is it better than traditional pads?
It's always ready with no daily pad changes, and automatic waste removal means no touching dirty pads or finding shredded pieces around your home. Typical pad users spread 3–5 pads across the floor daily. One BrilliantPad gets the job done, and your dog gets the freedom to go anytime, even when you're away. Rolls last longer per dollar and save you daily cleanup time, too. Learn how to ditch dirty pads →
How does it protect my dog's health?
It reduces exposure to waste (the system rolls and seals urine and stool, so your dog doesn't step in old mess), it improves hygiene in your home (waste is contained in a closed compartment, limiting odor and airborne contaminants), and PoopAI™ monitors changes (Smart tracks stool and urine patterns so you notice issues early). It's also safer than sidewalks or dog parks for puppies waiting on vaccines, and great for dogs with allergies to grass or fleas. Meet PoopAI™ →
Is it better for the environment?
Yes. Rolls absorb more than regular pads, and each pad section can be used multiple times before advancing. With 80% less thickness and 33% less material, less ends up in the landfill. Eco Rolls go a step further: a recycled-paper tube replaces the plastic rod (it's stiffer, so it actually performs better), and the end caps slide off for easy recycling. See the rolls →
Rolls & refills
How long does a roll last?
Each roll is equivalent to about 50 traditional pee pads and can be fully advanced up to 21 times. How long it lasts depends on how often you advance: 1× daily ≈ 3 weeks · 2× daily ≈ 10 days · 3× daily ≈ 1 week. Actual usage varies with your dog's output.
What are the rolls made of?
Five layers: a non-woven spun-bond top layer for scratch and tear resistance, three middle layers with a super-absorbent polymer that soaks up to 50× its weight in liquid, and a barrier lining underneath to prevent leaks and give you a clean grasp surface for disposal. Rolls are 80% thinner and use 33% less material than traditional pads while absorbing more. You may notice urine spreads more on BrilliantPad. That's by design, helping the polymer dry it faster.
What are the roll dimensions?
Each roll is 22 inches (56 cm) wide and 39.4 feet (12 m) long.
How many rolls should I get?
Depends on your advance frequency. Like buying in bulk, larger packs offer better per-roll pricing. If you use two rolls monthly, consider four rolls every other month. Best savings: auto-delivery with 8-roll shipments. Buy rolls here →
Are the pads strong? What if my dog scratches or digs?
Rolls are tough: the durable top layer resists ripping and tearing in normal use. That said, no pad is indestructible: dogs that habitually shred traditional pads might tear BrilliantPad too.
What are the black marks under the roll?
They help the machine track pad position, detect how much roll remains, and identify when the roll is empty or there's a tracking error.
How often do I have to empty the waste?
It depends on how often you advance the pad. One roll gives 21 full advances (≈ 50 regular pads): advancing 1× a day lasts about 3 weeks, 2× a day about 10 days, 3× a day about a week. Between roll changes there's nothing to empty. Waste is wrapped and sealed automatically.
How messy is roll disposal?
Fast, easy, and clean. Everything dirty is wrapped inside, so your hands only touch clean, dry surfaces, and every new roll comes with a fresh set of rods and caps.
Can I use regular pee pads?
BrilliantPad works with BrilliantPad rolls: the machine needs them to wrap, seal, and advance automatically. If your dog uses traditional pads today, place your old pad on top of BrilliantPad to begin training and transitioning. See the training center.
Odor & cleaning
Where does the waste go? Doesn't it smell?
The motor wraps and seals the soiled pad, liquids and solids, and three odor defenses work together: the absorbent polymer neutralizes odor and turns liquid to gel (#1), the barrier lining wraps and seals the entire pad with capped roll ends (#2), and the closed, locked waste compartment limits airflow (#3). Kevin O'Leary smelled a loaded roll on Shark Tank and was very impressed by the odor control!
Does BrilliantPad require cleaning?
Very little! For deeper cleaning, just unlock and remove the control module, then wash or hose down the unit.
Training
Can you help me with training?
Absolutely! We provide easy-to-follow online instructions and free training support. Our protocols were developed by university-based animal behaviorists and veterinarians to help your dog succeed. Start at the training center →
How do I transition my dog from regular pads?
01
Place in same location. Put BrilliantPad where the old pad was; place the old pad on top of the platform.
02
Gradually reduce pad size. Fold the old pad smaller each day, and your dog naturally transitions to the BrilliantPad surface.
03
Enable automatic settings. Once fully transitioned, switch from manual to timer/automatic advance. Done!
Backed by our 2-week transition guarantee for dogs currently using pads regularly (doesn't apply to new puppies or dogs that haven't used pads in over 6 months). Most dogs switch easily because they're already used to pads! Learn the pad transition →
How do I train a new puppy?
We recommend the ZenDen Method: a safe, comfortable space with a cozy bed, food and water bowls, and BrilliantPad for potty time. Puppies instinctively avoid going potty where they eat and sleep, so they naturally choose BrilliantPad.
01
Set up the ZenDen before your puppy arrives.
02
Take your puppy straight to the ZenDen on day one, then gradually introduce the rest of your home.
03
Bring your puppy to the ZenDen after waking, eating, drinking, or playing, anytime they circle or sniff, and before sleep or alone time.
A few minutes at a time, a few times a day, for a few weeks = potty training success. Learn the ZenDen Method →
My dog uses a grass patch or another indoor potty: can they switch?
Usually, but it takes a little more work than pads. Set up BrilliantPad in your dog's current potty spot, place a small piece of the grass or turf on top, then gradually trim it smaller until your dog goes directly on BrilliantPad. Reward with treats and praise; clean accidents with an enzymatic cleaner. Most dogs adjust smoothly with patience.
What if my dog gets scared or nervous?
Relax, don't force them onto the machine. Put it away for a few days, then re-introduce it covered entirely in pads. Once your dog goes regularly, slowly remove pads to reveal more of the machine. If there's an accident after removing a pad, put it back and try again a few days later. Watch the video.
My adult dog doesn't use pads: can they learn?
There's a reason people say it's hard to teach an old dog new tricks. We generally recommend BrilliantPad for new puppies and dogs that currently use pads. If you want to train a non-pad-trained adult or senior dog, we suggest enlisting a professional trainer. Is it right for my dog? →
Smart & the app
Smart vs. Basic: what's the difference?
Both models wrap and seal waste to keep your home fresh. BrilliantPad Smart adds WiFi, a camera, and a free app that sends notifications, lets you control the system remotely, and helps you monitor your pet's health. BrilliantPad Basic doesn't have WiFi, camera, or app features.
When does the machine replace the pad?
Depends on your model: Smart advances when your dog steps off, at scheduled times, or remotely via the app. Basic advances 1 to 3 times daily or manually with the button.
What if my dog is on the platform when it activates?
No worries! The smart animal sensor prevents the motor from running if your dog is on the platform.
What is PoopAI™?
The Smart app evaluates each visit for early signs of trouble, like dehydration or soft stool, and lets you share a photo and analysis with your vet. Meet PoopAI™ →
Where do I download the app?
From the app section of our Support hub, available for both iOS and Android.
My website and app logins use different emails
If your purchase email differs from your app login email, we may not link your account properly, affecting notifications, referrals, and order history. Contact customer service with your full name, both emails, and which one you'd prefer as your main account.
Auto-delivery & account
How does auto-delivery work?
Simple, and it saves you 10% vs. purchasing as you go. Choose your roll pack size and delivery frequency, and we ship refills on your schedule. You get a reminder before each shipment, and you can adjust, skip, or cancel anytime through the subscription portal.
How often should I schedule deliveries?
Estimate how long one roll lasts based on your advance frequency, then match the delivery schedule to your usage. Larger pack sizes cut the per-roll cost and stretch the time between deliveries.
How do I update my credit card?
In the app: menu ≡ → Account info → Manage auto delivery → Payment information → update → Update credit card. Or on the website: log in → Manage subscription → Billing information → update card.
How do I reset my password?
Visit BrilliantPad.com → Sign in → "Forgot your password?" → enter your account email → Submit. Still stuck? Email support@brilliantpad.com.
Setup & troubleshooting
Step-by-step fixes live in the troubleshooting guide.
How do I assemble BrilliantPad?
Quick and straightforward: the setup videos in our Support hub walk you through inserting the roll, loading the pad, connecting power, and first use.
How do I install a new roll?
1. Put the new roll into the supply cradle. 2. Extend the pad across the platform and tuck it into the clips. 3. Press Pad Advance. 4. Close and secure the cover. Video walkthrough in the maintenance section of our Support hub.
What do the flashing lights mean?
On startup: all three lights flashing = searching for WiFi · WiFi light flashing alone = connecting to the BrilliantPad server · WiFi light steady green = connected. Three lights flashing persistently means it isn't connected to your WiFi: unplug and replug, wait a minute, then re-pair in the app (gear icon → Add +). Then install any firmware updates.
My Smart machine went offline
Unplug BrilliantPad and plug it back in, let it complete the startup sequence, and update firmware to 1.3.3 or later. Still stuck? Check which light pattern you see and call (312) 348-7915.
WiFi won't connect during setup
Make sure your network broadcasts 2.4 GHz (or dual-band), the password is correct, your phone is on WiFi (not cellular), and the app has all permissions. Then try unplugging/replugging the device and re-downloading the app. Still stuck? Send us a note with your phone model, app version, router make, and roughly how many devices are on the network, and we’ll get you connected.
Can I upgrade my Basic to Smart?
Yes, purchase a Smart Control Module, or contact customer service to exchange your Basic control module for the Smart one.
How do I contact customer service?
Email support@brilliantpad.com or call (312) 348-7915, Mon–Fri 9am–4pm CT.
Orders, shipping & returns
Where do you ship?
United States, Canada, the United Kingdom, most European countries, Australia and New Zealand. Orders shipped outside the US may incur duties, taxes (VAT/GST), or brokerage fees; these are the customer's responsibility.
How long does shipping take?
Machines and rolls are in stock and usually ship the next business day from our US warehouse. West coast customers typically receive orders in a couple of days; east coast within 5 to 7 business days. Orders to Europe and Australia take 1 to 2 weeks. Tracking arrives by email.
What does shipping cost?
Machines ship free in the contiguous US. Rolls: 2-pack $5.95 · 4-pack $10.95 · 8-pack $12.95. Alaska, Hawaii & Canada add $20 per machine or one-time roll order; UK, Europe, Australia & New Zealand add $60 per machine or 8-pack (2- and 4-packs are North America only). Details on the Shipping page.
What's the return policy?
30-day money back on machines, and a 2-week transition guarantee for pad-trained dogs. Roll sales are final once opened. See Returns & refunds.
Is there a warranty?
1-year limited warranty, extendable to 2 years free when you register your machine. See the Warranty page.