Tailored Dynamic Mobility Physical Therapy for Dogs with weak legs
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Refund policy

Return & Exchange Policy

At Lucky & Loyal, your dog’s mobility, safety, and recovery are our highest priorities. Because our bracing systems function as clinical mobility devices, molding to your pet’s unique anatomy, achieving an accurate fit is essential to supporting their care plan.

Please review our policy below regarding size exchanges, veterinary fitting consultations, and order cancellations.

Medical Hygiene & Bio-Safety Commitment

Our mobility braces are specialized support garments worn directly against an animal’s skin and coat. Due to veterinary hygiene standards and bio-safety protocols regarding cross-contamination between households, we do not accept returns for cash refunds on opened, worn, or fitted bracing systems.

Once a garment has been fitted to an animal, it conforms to that dog's anatomy and cannot be re-sanitized or resold. Every pet parent deserves to receive a brand-new, sterile bracing system for their dog.

7-Day Fit & Function Guarantee (Exchange Policy)

We know that finding the right fit for an injured or recovering dog can require fine-tuning. We stand behind our products with a 7-Day Fit & Function Exchange Guarantee:

  • 7-Day Exchange Window: You must request an exchange for a different size within 7 calendar days of package delivery.

  • Condition of Items: To qualify for an exchange, garments must be clean, free of excessive hair, dirt, staining, odor, or chewing damage, and include all original components.

  • Veterinary Fitting Support: Proper placement is essential to your dog’s comfort and biomechanical support. During a Free Zoom Fitting Consultation, our veterinarian will evaluate the brace on your dog and can directly initiate your size exchange for you right on the call.

How to Request an Exchange (3 Simple Steps)

  1. Book Your Free Zoom Fitting: If the brace feels loose, tight, or uncomfortable on your dog, [Click Here to Schedule a Free Zoom Fitting Call]. During this video consultation, our veterinarian will assess the placement, guide minor adjustments, and initiate your size exchange on the spot if a new size is needed.

  2. Contact Support (If Requesting via Email): If you choose not to schedule a Zoom fitting call, simply email us at Admin@LuckyandLoyal.com within 7 calendar days of delivery. Please include:

    • Your Order Number

    • A brief description of the fit issue or desired size

    • A photo or video of your dog wearing the brace

  3. Ship Your Exchange: Once your exchange is initiated (by our vet during your Zoom call or via email support), our team will provide return instructions and an authorized shipping label. Items must be shipped back clean and free of excess fur to:

    Lucky & Loyal

    PO Box 19206

    Portland, OR 97280-0206

Note: Exchanges returned with excessive dirt, odor, or damage may be subject to a 10% refurbishing fee or returned to sender.

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or with an incorrect item due to an error on our part, please contact Admin@LuckyandLoyal.com within 7 calendar days of delivery with photos of the issue and packaging. We will replace the item immediately at zero additional cost to you.

Order Cancellations

  • Unfulfilled Orders: Orders or pre-orders may be canceled for a full refund at any time prior to shipment fulfillment. We do fulfill every day.

  • Shipped Orders: Once an order has shipped, it enters our 7-Day Fit & Function Exchange Policy upon delivery.

Customer Support & Dispute Prevention

We are dedicated to supporting you and your dog throughout their healing journey. If you have any questions regarding fit, application, or billing, please connect with our veterinarian during a Zoom call or reach out to Admin@LuckyandLoyal.com first so we can assist you directly.

Filing a credit card chargeback without reaching out to support voids exchange eligibility and delays our ability to help your dog. For chargeback defense and compliance, transaction records, delivery timestamps, policy acceptances, and consultation logs are securely archived.

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.

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.