Faq Sections
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.
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.
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.
The wheelchair for dogs is completely adjustable.
We have different sizes that depend from the weight of the dog basically.
To select the correct one, go to our wheelchair web page and in the drop down menu on the right enter the weight of the dog and the distance from the ground to the groin.
You don't need to worry about anything else, we will ship you the wheelchair that will adapt to your dog's size based on the indication you have made.
Yes!
You can rent the wheelchair for your dog all other Europe. The rental is per month.
To rent you must pay:
1- A deposit. This varies on the basis of the weight of the dog (150 € - 200 € - 250 €), please check here.
2- A monthly rent. This varies on the basis of the weight of the dog (64,90 € - 79,90 € - 89,90 €), please check here.
To carry out the renting order you must first pay the deposit together with the first month's rent by telephone (we speak Spanish, Italian, English).
When you want to stop renting the wheelchair you must send us an email and return it clean with all accessories to the following address:
Ortocanis
Riera Matamoros 53
08911 Badalona
Spain
You can ship it back with any courier.
Once we receive the wheelchair back and verified all the parts, we will send you an email notification and refund the deposit in the following working days.
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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.
Ship 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:
While filling out the customs declaration (CN22 and / or CN23), please mark "Returned Goods - Failed sale". We kindly ask you to follow carefully the return procedure provided. If a return does not comply with it, giving raise to customs duties, the parcel will be refused and therefore will be held in Customs or sent back to the customer. (Please kindly note that any customs duty, tax or additional cost will be charged to the sender).
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 www.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…
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