( On 5 )


How to return an order in Ortocanis?

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, odors, dirt or signs of use.

Follow these instructions to make your return:

1. Access your profile with your username and password

2. Select the section "History and details of my orders"

3. Select the "Details" button by clicking on the + of the referred order

4. In the "Merchandise Return" section, select the product you want to return and indicate the reason

5. Make the RMA voucher (merchandise return authorization)

You can track your return at any time through your customer profile by accessing the MY RETURNS section.

You can send your return via postal mail or any courier company to the following address:

Ortocanis S.L.U.
Riera d’en Matamoros Street 53, local
08911 Badalona

In Spain Peninsula and Bealeares, you also have the possibility that we send a courier to pick up the product (cost € 6.95 that we will deduct from the amount of your return) if you indicate an address and a time at +34 930 219 323, from Monday to Friday from 9 a.m. to 7 p.m.


The product must be returned in perfect condition, without traces of hair, odors, 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.
Please include the order invoice or the order reference (series of letters in capital letters) in order to identify your return and thus speed up the process.
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 proceed to refund the amount of the product, the refund of the product amount may take between 5 and 7 days.

We look forward to helping you next time.

Assistance for dogs with arthrosis