Refund policy

Refund and Returns Policy

The Fit Guarantee

Sizing a wheelchair is the hardest part of buying one. If the frame you ordered does not fit your dog, contact us within 30 days of delivery and you can exchange it for the frame size that does.

How it works

Email help@oldpalpets.com with your order number, your dog's rear leg height and their weight. A photo of your dog standing in the chair helps.
We confirm which size to exchange to before anything is posted, so the new frame is right the second time.
Send the original frame back. You cover the shipping both ways: returning the original frame to us and sending the new frame out to you.
If the new frame costs more than the one you bought, you pay the price difference before it ships.

The frame needs to come back in resalable condition: clean, undamaged and with all hardware and packaging. Normal indoor trial use is expected and fine. A frame that has been used outdoors in mud or wet, cut, drilled or modified cannot be exchanged.

Harnesses cannot be returned or exchanged

The frame can be returned or exchanged. The harness your dog wears cannot be. Our harnesses are often worn by dogs and cats with weakened immune systems, and a returned harness could carry a risk of cross-infection to the next animal.

If the new frame size needs a different harness, the harness is a separate purchase. We will confirm the price before anything ships.

This does not apply to a harness that arrives damaged or faulty. That is covered below.

Refunds

We do not accept returns for a change of mind. We will refund when:

The item arrives damaged, faulty or not as described, including the harness. We replace or refund at our cost, including return shipping. Send photos to help@oldpalpets.com within 7 days of delivery.
You cancel before the order ships. Contact us as soon as possible. Orders are sent to our fulfillment partner quickly, so we cannot promise to catch it.

Approved refunds go back to the original payment method within 5 to 10 business days of us receiving the return. Your bank may take a few days more to show it.