Faq Sections

Questions about products
How do I know which size I need?

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.


How much does the wheelchair for dogs cost?

To know how much the wheelchair for dogs costs, just go to the wheelchair page on our Website and in the drop down menu on the right enter the weight of the dog and the distance from the ground to the groin.

The price will change automatically once this information is inputted.

To know the total price with the shipment included, please just add the wheelchair to the cart and proceed to finalize the order.

Add your delivery address and details and the web page will calculate the various shipping costs available.


Can the dog do his physical needs with the wheelchair on?

Yes. The wheelchair does not stop the dog from doing all his physical needs. The dog gets used to doing them with the wheelchair on and standing up.


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Inquiry about orders
How to return a product?

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.


How to exchange a product?

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.


How can I trace by parcel and know when it will be delivered?

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


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Product instructions and recommendations
I do not know how to put the product on my dog, where are the instructions?

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


For how long can I leave the product on the dog?

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.


Can I wash the product?

Yes!

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


Queries about purchases in Ortocanis
Can I come and try the product in the Ortocanis shop?

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.