Shipping suplement to Europe

To select the correct size of any of our products on our Web site, you must simply go the page of the product that you are interested in purchasing and scroll down to the description.

The sizes are indicated in the description of the product. Use the reference of the measurements, the breeds are just an indications; we also tell you how to take the measurements in order to select the right size.

If you have any doubt between the choice of two sizes read the description to select the correct size.

For braces in neoprene (for eg. knee, elbow, hock, carp, hip braces, etc.) there is always a certain margin due to the elasticity of the material itself, however, it is important to take the correct measurements as specified and follow the instructions for the size choice.

You have 30 days from the order date to make a return. You can return the product you do not want as long as it is in perfect condition, without traces of hair, odours, dirt or signs of use.

If you are in Spain and have a printer, you can manage your return directly and in an easy way in our returns section by clicking here: https://ortocanis.shipping-portal.com/rp/ 

The cost of the return is 3,95 € and will be discounted directly from the refund of the article.

If you are from anywhere else, or you don't have a printer, or you prefer shipping by your own the product back to us you just need to send the product you want to return to our office with any carrier you prefer. Within the package you need to add the product clean and in perfect conditions, the invoice or a note with your full name and order reference. The shipping address is:

Ortocanis S.L.U.

Riera d’en Matamoros Street 53, local
08911 Badalona
Spain

IMPORTANT: The product must be returned in perfect condition, without traces of hair, odours, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made.

If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.

From the moment you make the return until we receive it, a few days may pass due to the postal management or the logistics company. Once we receive the returned product and verified that it is in perfect condition we will send you an email and we will proceed to refund the amount of the product within 5 to 7 days.

You have 30 days to exchange the product. 

If you want to make an exchange, you will have to place your order again with the size or product you need and return the product that you don't need.

Ship back to us the package with the product clean and in perfect conditions, the invoice or a note with your full name and order reference. The shipping address is:

Ortocanis S.L.U.

Riera d’en Matamoros 53, local
08911 Badalona
Spain

IMPORTANT: The product must be returned in perfect condition, without traces of hair, odours, dirt or signs of use. In the event that the product received is not in perfect condition, a discount of between 0% and 50% of the amount to be returned may be made.

If you have made the payment of your order by transfer or cash on delivery, we will need your IBAN and SWIFT / BIC account to make the payment.

From the moment you make the return until we receive it, a few days may pass due to the postal management or the logistics company. Once we receive the returned product and verified that it is in perfect condition we will send you an email and we will proceed to refund the amount of the product within 5 to 7 days.

Once the parcel has been shipped you will receive an email with the tracking number to follow the shipment and probable date of delivery.

We have various methods of shipment depending on the country from which the order is made (24/48 hours - 3/4 days - 10/14 days).

You can check the couriers available and shipping times by adding the article in the basket, continue to finalise the order and enter your address.

As soon as the address, the country and the postal code are entered, the web page will automatically show you the different couriers, prices and shipping times.

Prior to confirming your order check that all the information of the address is complete to avoid delays or problems for the delivery of the parcel.

Once the order has been shipped you will receive an e-mail with the tracking number.

You can check the status of your order by entering with you username in the ortocanis.com web site, here.

At the top, on the right you must click on “Enter”. 

To enter just put the email and the password sent to you automatically when you made the order.  Once you get into your account you can check the status of your order, the article you bought, etc…

We process all orders immediately upon receipt.

If you made a mistake you must call us immediately at +34 930 219 323 so that we can check the order and change it before shipping it to you.

We receive a very high number of emails every day, so if you email us to correct a wrong order, we cannot guarantee that the email will be read before the shipment of your order is made, therefore you should call us at +34 930 219 323 with your order reference at hand (a series of letters), your surname or email used, for quick identification of your order.

We have different payment methods depending on the country where the order is made. 

In most cases, the following methods can be used:

• Credit card
• Bank transfer
• Paypal
• Payment upon receipt (available only for Spain and Portugal).

As soon as you enter your address, country and postal code, the web page will indicate the different payment methods.

If you chose shipment by courier and not the postal service, the time of delivery depends on the courier's itinerary in your area.  

By checking your tracking number the tentative time of delivery will be indicated.

You can track your order with the email we have sent to you once the parcel have been shipped.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice.  

If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office.

If you chose delivery by courier service and not the post office, we cannot assure you that they will call you before delivery.  It always depends on how they have organised their itinerary in the area and the number of deliveries they have.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice.  

If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office.

Don't worry!

You have to check the tracking number of your shipment. If the courier could not deliver there are two options:

1- The parcel will have been left at a Parcel Shop (i.e. a shop, bar or gas station, etc.). 

You have to check the address and opening times using the tracking number so to pick up the parcel directly there.

2- The parcel will be delivered the day after at the same address.

You must check your tracking number for the order to see where the parcel is in case the courier could not deliver it to you personally.

I you chose shipment through the postal service, it will be delivered to you by the postman directly without prior notice.  If the postman cannot leave the parcel in your mail box due to its size, he/she will leave a notice in your mailbox for you to go and collect it directly in the post office

You will find the instructions on the same web page of the product, just by scrolling down to the description.

We advise you to introduce any kind of product gradually.  In the first few days you should check for skin reactions or redness. We use soft materials to reduce rubbing to the minimum.

In the case of any kind of lesion or wound you should remove the product and wait for the wound to be fully healed.

For braces, it is advisable to put them on ten minutes before taking the dog for a walk so that the neoprene warms up, and keep it on for up to ten minutes after returning home.

Yes!

The product should be hand-washed in cold water to guarantee a long life.

The returned product is checked to make sure it is clean and in as-new condition.

Reimbursement is made in the 7 days after receipt of the packet, with the same system used for the purchase.

If the product is not returned in perfect condition, and we have to clean it, the reimbursement procedure will take longer, moreover if it is not in as-new condition we will carry out only partial reimbursement.

We are not a shop in the traditional sense, we are an online shop and we ship our products from our offices in Badalona (Barcellona).

We have an office with very little space available to deal with clients, however if necessary you can come to buy or pick up the products directly in the office.

 We do NOT carry out diagnoses or consultancies because we are not veterinary doctors. 

We specialise in the products we sell and we can explain how they work even if all the information is shown directly in the web site.

You should consult a vet for diagnosis before coming to us with indication of the product you need so that we can best help you.

The time in the office to attend clients is very limited, so we suggest you to already have checked online the product you need with the sizing information.

You do not need to phone to make an appointment but we do suggest you call us to ensure the product you need is in stock.