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Exchange Policy for the Lucky and Loyal Dog Bracing System

    14 Day Fit and Function Guarantee. Start with the quiz. Get free expert fitting help. If fit or function is off, we will help fix it fast.

    There are 3 Steps for an Exchange.

    STEP 1: Initiation of Exchange for sizing

      Before you initiate an exchange, please contact our customer service team via email Admin@LuckyandLoyal.com within 14-days after initial delivery and a fitting session has been completed. No fitting session, you forfeit a refund, true returns require authorization.

      If you are having fitting issues or your dog can't seem to use it correctly: This is EASILY resolvable via required consultation with one of our Doctors.

      We are here to help, make a FREE zoom appointment: Monday to Saturday by appointment click HERE

      STEP 2: When you email Admin@LuckyandLoyal.com, get a confirmation! Please make sure you have a confirmation of your exchange.

      Provide your order number, reason for the exchange, desired sizes, and any supporting information requested. 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 LuckyandLoyal.com team member.

      Exchange Shipping:

      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. Any price difference between garments is the responsibility of the customer- paid BEFORE a new replacement will be sent!

      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 4 days or longer depending on US holidays.
      • If the exchange meets the required criteria, we will process the exchange as per your preference.
      • Exchanges are subject to a restocking fee of 10% of purchase price per item.

      STEP 3: If you actually need a Return. Policy for the Lucky and Loyal Dog Bracing System:

      We offer a Return Policy for unworn braces. One guided exchange is available and you with a doctor. This is a strict policy, simply because 99% of all returns are that the pet parent waited too long to use the brace, or had measuring difficulties. This happens, get a zoom appointment asap and we will help you. .

      We do not accept returned braces if worn, modified, smells like smoke or soiled in any way. Due to the PARVO and HPAI Global and USA outbreak, this policy can change.

      Final sale items (pre-loved) or deeply discounted items (including % off garments) are not returnable but exchangeable.

      Any refunds for unopened garments, requested before the 14 day window ends can take up to 14 days to process due to inspection and fumigation processes. We donate used braces to elder shelters, or resale them (and donate proceeds and they have strict rules for donations).

      What you need to know is this product is the ONLY product of its 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/ SQUATTY sleeves, and our experts will guide you on how to use them. Giving up should not be an option, if your dog can still stand.

      Eligibility for 14 day Exchange Policy:

      • Returns for opened garments are no longer accepted at this time.
      • Our 14-day Exchange period is a strict period.
      • If you start an exchange and quit that process before receiving the exchange, you will not be refunded. This is because you did not adhere to our policy.
      • 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 14 days of delivery of your brace will get a free shipping label via email.
      • If you choose to start an Exchange within 14-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. Just because it may not have been a timely intervention for your dog does not mean it wont be useful for another dog or animal.
      • IF THE ITEMS WERE WORN BY YOUR PET REGARDLESS OF VACCINATION STATUS - THEY WILL NOT BE ACCEPTED.

      No Exceptions:

      • If your dog dies, please donate it to a shelter- returns are not accepted. For hygiene reasons and the well-being of all pets, we cannot accept 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/

        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, smells or hair fur will may not be accepted due to severity or will be charged a 10% of purchase fee) to:

        LuckyandLoyal.com

        PO Box 19206 Portland, OR 97280-0206

        Frequently Asked Questions: Returns & Exchanges


        Can I exchange the brace if my dog wore it once?

        Yes, brace size exchanges are available within 14 days of delivery. We encourage you to have a brace size-fitting video consultation with one of our dog fitting experts prior to ordering. A free fitting consultation ensures that you buy the best fitting brace for your dog, the first time, and that your dog does not need to wait for a different brace size.

        What if my vet or fitting expert recommends a different size after I ordered?
        We completely understand, this happens sometimes as dogs change weight or muscle tone. If the brace is unused, we'll happily exchange it for the correct size. If it's already been worn, we encourage you to reach out to our team. We can often recommend fit adjustments or light modifications so your dog can still benefit safely from the current brace.

        My dog passed away shortly after receiving the brace. What should I do?

        We're deeply sorry for your loss. If you would like to donate the brace to a dog rescue in your dog's name, we'll send you a free return label. Email us: Admin@luckyandloyal.com

        Why can't used braces be returned?
        Each brace is considered a medical support device. Once it's worn, it can carry fur, bacteria, or skin cells that may pose risks to other dogs. Due to new Federal Guidelines we are no longer able to accept returns. We may resell or donate refurbished once worn items after vigorous multistep multiday cleaning. If you would like a once-tried-on refurbished vest or sleeve, request it. If it is in stock we can accommodate you. Otherwise, every dog receives a new brace in new size exchanges.

        What if I received the wrong item or the brace was damaged?
        Please email us within 14 days of delivery with a clear photo of the issue.
        If we made a mistake or your item was damaged during shipping, we'll fix it immediately, at no cost to you.

        How do I start an exchange or donation?
        Simply email our support team at Admin@luckyandloyal.com with:
        Your order number, a brief note about the reason for exchange or donation, a photo or video of the discrepancy, we'll send you a return label and guide you through the next steps.

        How long do exchanges take?
        Once we receive your unused brace, exchanges are typically processed and reshipped within 3–5 business days.
        You'll receive tracking updates via email once the new brace is on its way.

        Can I exchange more than once?
        We offer one exchange per order, so please reach out via Zoom or text, if you're unsure about sizing before buying and having to exchange the item. Our team can review a photo and or video of your dog and help confirm the best sizing and fit before buying or shipping your replacement. You can also book a complementary zoom.