Refund policy

Return & Exchange Policy

All sales are final at the time of purchase, however, if it is determined during the fit consultation that the product does not fit, Ortho Dog may provide a full or partial refund. **Ortho Dog does not offer refunds for refusal from your pet to wear the product or if the purchaser simply does not want to use the device.** Refunds will be given under the following conditions:

1. Each product ordered is returned in resale condition. This means no signs of wear, tears, pet hair, foul smells or odors, or any modifications.
2. Customer must have participated in a fit consultation with our Customer Service team within 14 days from the time of purchase.
3. Refund requests must be submitted via the online form (https://orthodog.com/pages/returns-form) within 30 days of the original date of order.
4. The brace and all components must be returned for inspection by our Quality Control team prior to a refund being issued. Once approved, the customer can return the brace and is responsible for return shipping costs. **Ortho Dog is not responsible for return shipping costs.**
5. Refunds do not apply to the Hock Holder or Wrist Wrap.

Once a brace has been returned, inspected and approved, Ortho Dog will refund the purchase price, minus a $50.00 restocking fee. Refunds will be issued back to the original payment method on file. Keep in mind refunds can take 5-10 days to reflect in your account.

If your pup no longer requires a brace, you may ship it back to us to donate to a dog in need or donate it to your local shelter or clinic.

Exchanges

We are happy to help ensure you have the correct size brace for your dog. If you are concerned about the fit or sizing, please reach out. Email us photos of your dog standing in the brace so we can assist with a Fit Consultation and facilitate an exchange, 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.

Please note: Customers are responsible for shipping fees on exchanges. If a customer requests an exchange after 14 days (2 weeks) from delivery date of their original order, an additional processing fee may be applied.

For full exchange instructions, including the photos we need, see our Exchanges & Shipping page: https://orthodog.com/pages/exchanges-shipping

Cancellations

In the event your order is cancelled for any reason before or after it has been shipped, we will refund your payment less a $20 non-refundable processing fee. If your order is placed on hold for any reason (to confirm measurements, verify shipping address, etc.) and we do not receive a response with the information requested within 14 days, we will cancel your order and refund your payment less the processing fee.

Questions

Questions about this policy can be sent to info@orthodog.com.