If you have purchased an Ortho Dog brace and have concerns about the sizing for your pup, please reach out for a Fit Consultation in a timely manner. We are happy to work with you to find the right fit for your dog and make any adjustments, if needed. Participation in a Fit Consultation is required for an exchange. Exchanges need to be initiated within 14 days of delivery of your original order.
Exchanges
Step 1: Take 3 photos of your dog standing in the brace and send them to our customer service team to review (Use the form below). The best photos to help us help you are taken in good lighting so we can see how all the components of the brace are interacting. Please send:
- a standing profile from the left side, taken straight-on, nose to tail
- a standing profile from the right side, taken straight-on, nose to tail
- a photo from above, looking straight down, showing the whole back head to tail
Step 2: We will evaluate your photos and if the size is correct we will suggest adjustments to get the proper fit. If your brace is too small or too big, we will gladly exchange for the correct size. Note: Customers are responsible for shipping fees on exchanges. If you request an exchange after 14 days (2 weeks) from delivery date of your original order, an additional processing fee may be applied. We will invoice you accordingly for your exchange.
Step 3: When you get the new size in the mail try it on your pup to ensure it fits properly. Feel free to check in for another fit consultation. Once you’ve confirmed the correct fit, mail back the brace or portions of the brace that did not fit.
We clean and sanitize the exchanged brace to the best of our ability, but because residual hair is inevitably trapped in the double-layered spacer mesh, we opt to donate exchanged braces to clinics and shelters that cater to dogs in need or dog caretakers that cannot afford brace.
Please note: It is common for dogs to need support and positive reinforcement to adjust to comfortably wearing a harness and brace. It is a new sensation, especially if your dog has never worn a harness or collar before. We can offer some support and suggestions around ways to help your dog become accustomed to using a brace and harness. We do not take returns if your dog is unable to adjust to wearing a brace.
Send Us Your Photos
Shipping
We ship orders Monday – Friday. We do our best to ship your order as quickly as possible. We ship in 2-3 business days. If there are concerns about sizing or shipping, we will email for clarification if needed. We ship via USPS Priority or Express Mail.
Please note that no shipments will go out on federal US holidays.
Domestic – US
- Priority mail packages are typically delivered in 3-5 business days. They are not guaranteed.
- Express packages are typically delivered 2nd business day. They are not guaranteed.
- We are not responsible for carrier delays.
International
- All international customers are responsible for paying the additional customs/duties fee in their country for package retrieval.
- Delivery times are not guaranteed as they depend on clearing customs in both countries.
- To Canada, we offer shipping through USPostal Service or UPS Worldwide Saver. UPS is generally quicker (3 business days) but may incur higher brokerage / delivery fees which will be the responsibility of the customer at time of delivery. US Postal Service generally takes 8-10 business days but timing is not guaranteed.
- EU Customers will be responsible as of July 1, 2021 for paying the added Import VAT on their purchase. This VAT can range up to 27%.
- We will provide tracking information on all shipments, but we are not responsible for carrier delays.
