We want to make sure your shopping experience is excellent and are glad to give full credit (less shipping cost) for products returned that are in like new, resell-able condition, with the exception of the Walkin’ Wheels dog wheelchair which has some special conditions. We will offer you a full refund under these conditions:

Full Refund – Like New – To Qualify for a full refund, try garments on your pet over a tee shirt. Try boots on over a sock. Products that qualify for a full refund are ones that were tried on once, over a sock or tee shirt, didn’t fit, were repackaged and returned in 30 days.

  • There is no hair, fur, dirt, soil, or smell on the product.
  • The product is in its original packaging, folded as delivered. If you carefully removed staples to open the package, DO NOT re-staple it. We will take care of that.

Partial Refund – Cleanable. The product was tried on once, but a tee shirt or sock was not used and there are a few hairs on it. If we feel that we can restore the product to “new” by cleaning it, you will be charged a 20-50% restocking charge depending on the amount of cleaning & repacking necessary.

Partial Refund – Discountable. The product was tried on once and was slightly soiled or scratched. It is still in good condition, but is no longer new. If your return cannot be brought to ‘new condition’ we will offer you a refund and re-sell the product as used at a discount. The refund is usually between 25% and 75%.

No Refund – Open packages of diapers and any items that have been soiled are not returnable. Customized products are not refundable.

Your Options – If you send a product back to us, you may specify that the product be returned to you if a refund is not available. You will be asked to pay shipping. If you decide to refuse the package, we will need to charge you for the return shipping.

REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.

Send the product to the following address:

Ortocanis S.L.

Riera de Matamoros 53, Local.

08911 Badalona


This right excludes personalized or customized products.

Assistance for dogs with arthrosis