Before purchasing an Ortho Dog product, it is important you read these Terms & Conditions.
NO RETURNS -OR- REFUNDS:
All sales are final and we do not accept any returns given the nature of our products. A dog’s sense of smell is extremely sensitive (more than 10,000 times stronger than ours), which means that even with the most thorough sanitization and cleaning, a returned brace will never smell like new, which can affect the dog’s comfort level wearing the brace.
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. Different dogs react differently to wearing a leg brace: some will acclimate quickly, but it is common for dogs to need time, support and positive reinforcement to adjust to comfortably wearing a harness and brace. We can offer 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.
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. We want your dog to have support as quickly as possible. 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.
CANCELLATION:
In the event you need to cancel your order 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.