Ortho DogReviews of orthodog.com

Response from Ortho DogJan 27, 2025

Hi Julie, I am sorry that you are frustrated with your experience. We absolutely do exchange braces when something doesn't fit correctly; we do it all the time and we did it for you. I just looked back over your order as well as the photos you sent and the knee brace is a very good fit for your pup. We processed an exchange for the specialty component with a shorter strap because we thought it would make the fit more precise. There was no charge for the exchanged component and our customer service team has refunded the shipping fee to you. Ortho Dog is committed to doing everything we can to help you get the correct size the first time, but individual dogs have unique proportions so occasionally we miss the mark, in which case we are here to help exchange components to get the best fit. Someone on our team contacted you this morning to see how else we can help you with fitting the shorter component you received. It is our top priority to help your pup heal and to assist with fitting the brace and helping you and your dog get acclimated to using it. Please reach out directly to us if you need further assistance. We truly want the best for you and your pup!

Response from Ortho DogOct 28, 2024

Dear Andi, I am sorry that your experience with our knee brace wasn't what you for you were hoping for. Unfortunately, I was unable to locate your order without more information. I wanted to check if you had reached out for a free fit consultation after receiving the brace. We have a small office with very caring professionals and we offer personal assistance with fit adjustments and sizing for the life of the brace. If your dog's brace seemed too tight, It's likely that it was not applied correctly as it is designed to be snug (to limit movement and support the injured knee joint) but never tight. If you had contacted us for a fit consultation we could have made suggestions for getting the best fit, or done an exchange if the size was too small. Your pup's health and healing is truly our top priority and we are here to help; I am very glad to hear that Librela helped with your dog's condition.

Response from Ortho DogJul 15, 2024

Hi Tara, We are very sorry that you are having a difficult experience with your new brace. Our records show that you haven't reached out yet for a fit consultation which we provide free for the life of every Ortho Dog brace. The issues you are experiencing, like the brace not returning to position when standing, are ones we see regularly during an initial fitting and are usually resolved with a few minor adjustments to the position of the brace components. The brace should be applied snug but never tight and the unique design of the butterfly back brace was created specifically to take pressure off the lower back. Additionally, while we do not accept returns of worn braces, we can facilitate an exchange if the initial measurements you took were incorrect or if your dog's unique proportions require a different size. We have sent you an email and I would encourage you to reach out to us with photos of your dog in the brace so we can work with you to get it adjusted properly. We truly want to help and wish you and your pup the best.

Response from Ortho DogFeb 28, 2024

Thanks for your kind words! We are so happy to have been able to help Bree with her recovery. Sarah is amazing- we know it too!

Response from Ortho DogOct 10, 2023

Hi Carissa, I'm sorry you didn't reach out for a fit consultation so we could help with adjustments or an exchange if your dog needed a different size. We offer free fit consultations with all of our braces, and can certainly help with the issue you're describing. Oftentimes a few small adjustments make a world of difference for the fit and function of the brace. We'll give you a call today, and I hope we can help.

Response from Ortho DogJun 29, 2023

Hello, JG ~ we appreciate your feedback and would be glad to work with you to recommend other options that may be a better fit if you feel like our brace was not a good match for your dog's unique proportions. Unlike a rigid brace, our knee brace is designed to slide down when the dog sits/lays down and will slide back into place when your dog returns to standing (if applied properly). Oftentimes, a few adjustments will help ensure everything is dialed in for optimal fit and that the brace functions as designed. Please reach out if we can be of further assistance. Wishing you and your dog the best.

Response from Ortho DogMay 25, 2023

Hello Valerie! Thank you for sharing your experience with our Team at Ortho Dog and how the Cruciate Care Knee Brace is helping Bogart. We are so pleased to hear he is able to walk and use his leg again! It's fantastic to know you reached out immediately for a free fit consultation, as we love making sure your brace is supporting him comfortably. It sounds like you're doing a great job watching Bogart's progress and comfort. Your review and feedback is well received and we appreciate your time. Best to you and your sweet Bogart!