⌛Exchange Before Return Policy for the Lucky and Loyal Dog Bracing System.⌛
We have a mandatory exchange before return policy. We do not quit on your dog.
Initiation of Exchange:
To initiate an exchange, please contact our customer service team via email within 7-days after initial delivery. Get a confirmation! Provide your order number, reason for the exchange, desired sizes, and any supporting information. Our customer service representative will guide you through the exchange process and provide you with an authorization number if applicable and a shipping label via email. Most exchanges can be avoided with accurate measurement of your pet and a fitting phone consultation with a LuckyandLoyal.com team member.
Exchange Shipping:
The customer is NOT responsible for the shipping costs associated with EXCHANGING the dog bracing system. If you need to exchange due to a manufacturing defect or an error on our part, we will only accept that return if the item is washed and completely clear of your pets’ remnants such as hair/fur or any other discharge.
Inspection and Exchange Process:
- Every exchange sent to a pet parent is a NEW vest and sleeve. Due to diseases in animal populations we provide new, clean, bracing systems to all clients.
- Upon receiving the exchanged dog bracing system, our team will conduct a thorough inspection to verify its condition and eligibility for an exchange. This can take 14 days or longer depending on US holidays.
- If the exchange meets the required criteria, we will process the exchange as per your preference.
Return (Exchange Before Return) Policy for the Lucky and Loyal Dog Bracing System:
We offer a 7-day Return Policy for worn braces, and only if 3 exchanges have been exhausted. The 7-day policy resets with every exchange - resulting in 21 days to work on fitting and functionality. If you refuse to adhere to our exchange before return policy, the return will not be accepted.
We do not accept returned braces if torn, or soiled. Due to the PARVO and HPAI Global and USA outbreak, this policy can change. Currently, we charge 10% for refurbishment and fumigating on ALL returns. Final sale items or deeply discounted items (including any % off garments) are not returnable but fully exchangeable (up to 3 times) up to 21 days.
Any refunds requested before the 7 day window ends can take up to 14 days to process due to inspection and fumigation processes. We donate used braces to elder shelters and they have strict rules for donations.
What you need to know is this product is the ONLY product of it's kind in the world that actively helps lift legs under the power of the animal. If your animal has had trouble getting up with the sleeves, exchange them for the next size up, or ask for the SEVERE WEAKNESS sleeves, and Dr H will guide you on how to use them. Giving up should not be an option, if your dog can still stand.⌛
Eligibility for Returns and 7-day Exchange Policy (updated 11/21/2024):
- Returns are no longer accepted at this time past 21 days due to the PARVO and HPAI outbreak. This is purely for the safety of your pets.
- Our 7-day Exchange period is a strict period, while ongoing exchanges are allowed after this time up to 21 days for 3 exchanges, your intent must remain to help your dog walk, we will not tolerate flakiness or a lack of focus on your dog. This will result in no opportunity for a refund. We take caring for your dog very seriously and reserve the right to terminate the customer and our store relationship at any time without refunds.
- Due to the current Parvo outbreak in the USA, we ask that all exchanges be washed and fur/ hair removed before mailing. Visit https://yourpetandyou.elanco.com/us/parvotrack to learn more.
- Exchanges within 7-days of delivery of your brace are always free, and LuckyandLoyal.com will provide a shipping label via email.
- If you choose to start an Exchange within 7-days after receipt of the brace, the pet bracing system must be exchanged in its original condition and free from any signs of wear or damage. Any damages or lack of cleaning, assessed will incur an additional 10% fee.
- All original packaging, tags, and please keep stickers and cards.
- IF THE ITEMS WERE WORN BY YOUR PET REGARDLESS OF VACCINATION STATUS - THEY MUST BE WASHED (inside out with detergent) BEFORE EXCHANGING. Yes, it is dryer safe!
No Exceptions:
- If your dog dies after 7 days of the arrival of the brace, please donate it to a shelter- returns are not accepted.
- For hygiene reasons and the well-being of all pets, we cannot accept returns or exchanges on pet bracing systems that show signs of modification, use, including but not exclusive to tears, frays or excess fur embedding, feces, drool or any discharge from the animal, etc. For larger animals such as cows, horses and such, refunds cannot be issued at this time due to many disease processes prevalent at this time. Learn more here about Livestock and poultry disease here: https://www.aphis.usda.gov/
- Any chargebacks within the 21 day period of trial will be vehemently litigated as this is an unfair assessment of a new product designed with the most altruistic of goals: animal welfare, and funding research for animal welfare.
Please note that this Exchange Policy applies specifically to the Lucky and Loyal Bracing System. For any additional inquiries or clarifications regarding our exchange policy, please reach out to our customer service team. We are committed to resolving any concerns and ensuring your satisfaction with our products. This policy is constantly being updated to serve you better in keeping up with animal health trends and alleviate any issues or misunderstandings.
It’s not about us, it’s about animal welfare and we take that very seriously. We enjoy giving brace-fitting consultations and recommendations for your pet, but these in no way incur any liability on this company, affiliates or members.
All Exchanges and Returns must be mailed via USPS and sent (washed & dried-any soiling or hair/fur will be charge an additional 10%) to:
3800 SW Cedar Hills Blvd #165 Beaverton, OR 97005 USA