Refund policy
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Refund policy
At LuckyandLoyal.com, delivering a great experience for you and your dog is our top priority. Our measuring process and veterinary Zoom based determination of appropriateness are designed to eliminate guesswork and protect your dog’s comfort and safety. The vest and sleeve will conform to the dog's shape and fitness level. It will have deformation to the exact needs of each dog. Because of this, we can only offer exchanges and these are only available for customers who have completed a Zoom fitting call with a Lucky and Loyal fitting professional either prior to purchase or within 7 days of initial receipt of the vest and sleeve system. Not using this resource will result in automatic denial of an exchange request.
Zoom fitting process and what to expect
Our Zoom based fitting process is unique to LuckyandLoyal.com. To get started, you book a Zoom appointment directly on our website and attend your fitting meeting with a board certified doctor on our team. During this call, we review a brief history to help determine appropriateness, then we guide you step by step through measuring and selecting the correct vest and sleeves for your dog’s specific mobility condition. This process is designed to support your dog safely while honoring your veterinary team’s care plan. Your primary veterinarian’s diagnosis is never compromised and our fitting guidance is not a replacement for veterinary care or rehabilitation.
After your fitting call, you will receive an email confirmation with shipping details. That email includes our step by step videos showing how to put the system on correctly. If you are unsure about vest fit, sleeve fit, or sleeve placement once your order arrives, you are expected to schedule and attend a follow up Zoom so we can confirm proper application. If these guidelines are not followed, any return, exchange, or change request becomes null and void.
Resale and liability notice
If you choose to sell, transfer, gift, or otherwise provide the brace to another person outside of the Lucky and Loyal fitting process, you do so at your own risk. Any resale or third party transfer nullifies any liability by our consultant staff or any employee of LuckyandLoyal.com now or in the future. Fit guidance, appropriateness determinations, and education resources are provided only to the original purchaser for the specific dog discussed during the Zoom fitting process.
7 day exchange window
Our exchange window lasts 7 days from the date your order is delivered. If 7 days have passed since delivery, we are unable to offer a refund or store credit, again because like a cast that molds to a limb this system becomes a part of the dog's body. This is why fit really matters. To be eligible for an exchange, items must be in clean condition and suitable for resale or donation (we only accept un-used items- because of deformation). Products must be free of excessive hair, odor, staining, chewing damage, or heavy wear, and must include all components originally received. To complete your exchange, we require a receipt or proof of purchase. Please do not send your purchase back without first contacting us for instructions.
Exchanges and Refunds
In limited cases, and at our discretion, a refund may be issued to the original payment method if you have sized down. Original shipping charges are not refundable. Once your exchange/return is received and inspected, we will email you to confirm receipt and the outcome of the inspection. If approved, your credit will be issued or your refund will be processed. Timing for refunds varies by bank and card issuer and can take up to 21 days.
Return shipping and processing
Unless the return is due to our error or a confirmed product defect on arrival, you are not responsible for return shipping. When we provide a prepaid label for a return, the cost of the label and processing may be deducted from the store credit or refund amount.
Sale items
Sale items are final sale and not returnable, this includes % off codes.
Sale vest and sleeve system purchases follow the same exchange rules as regular purchases. Returns will only be processed if you have completed a Zoom fitting call with a Lucky and Loyal fitting professional prior to purchase or within 7 days of initial receipt of the vest and sleeve system, and the exchange request is submitted within the 7 day return window.
7 day exchange policy with professional fitting call
Because proper fit matters, exchanges are available only when you have completed a Zoom fitting call with a Lucky and Loyal fitting professional prior to purchase or within 7 days of initial receipt of the vest and sleeve system. Exchange requests must be submitted within 7 days of delivery and are subject to inventory availability.
We cover exchange shipping. We will provide a prepaid shipping label for the exchange return and ship the replacement item to you.
Exchange eligibility requires that the item is returned in clean condition, free of excessive hair, odor, staining, chewing damage, or heavy wear, and includes all original components. If the item does not meet these standards, the exchange may be declined.
Damaged or defective items
If your item arrives damaged or defective, contact us right away. We will help replace it or provide the next best solution.
Gifts
If the item was marked as a gift and shipped directly to you, you will receive store credit for the value of the approved return. If the item was not marked as a gift, any store credit or refund will be issued to the original purchaser. We may ask for proof of gift.
Late or missing refunds
If a refund was approved and you have not received it, first check your bank account. Then contact your credit card company, as posting can take additional time, up to 21 days. Next contact your bank. If you have done all of this and still do not see your refund, contact our support team and we will help.
Refund policy abuse
If we have reason to believe a customer is attempting to abuse this policy or is not acting in good faith, we reserve the right to refuse a refund, store credit, buy back, exchange, or other elements of this policy. This includes scheduling or attending Zoom calls for the sole purpose of returning an item without making a reasonable effort to help your dog and follow the fitting guidance. Good rehabilitation takes work and commitment. Calls or return requests that are clearly not made in good faith will not be tolerated and may be refused.
Online slander, false claims, or harassment directed at our team or small business harms our ability to serve families and can discourage others from getting care their dogs need. Please also understand that not all dogs will benefit from bracing, especially when mobility decline is advanced, age related limitations are severe, issues were not caught early, or when the system is used incorrectly or inconsistently.
Chargebacks are a form of fraud when used to bypass this policy. Any chargeback filed without first completing our required fitting and return process, or that contains false claims, will be disputed with documentation and may be referred for collection or legal action where appropriate. Customers who file chargebacks may be permanently banned from future purchases at LuckyandLoyal.com.
Subject to change
LuckyandLoyal.com reserves the right to modify this policy at any time. Customers are entitled to the policy in effect on the date of purchase, not the date of return.