Ortho DogReviews of orthodog.com

Response from Ortho DogJul 6, 2026

Hi Joseph, Thank you for your feedback on your experience with our customer service team. We are an on-line business shipping braces worldwide and do not have a walk-in facility. We are a local manufacturing facility. We have been successfully bracing dogs for over 23 years and our Free Fit Consultations work. By sending in 3 photos of your pup standing in the brace we are able to provide recommendations on how to adjust it for the optimal fit. We also provide exchanges if there is a fit issue because we love dogs and their healing comes first. We help dogs all over the world and would love the opportunity to help yours. Again we are sorry the process we have in place did not meet your criteria but are available to assist if you change your mind. Sincerely, The Ortho Dog Team

Response from Ortho DogMay 4, 2026

Hi Sandy, Thank you for providing feedback regarding your experience with the knee brace and for participating in the Free Fit Consultation that Ortho Dog offers to every customer. From what we saw, you were doing great with the application of the brace which just needed some fine tuning for a final fit. We understand that you were disappointed because your dog refused to wear it. All dogs are different and it can take time for a dog to adjust to wearing gear on their body. We have helpful tips to guide customers through this process. Our no-return policy is posted prominently at the time of check out so that customers understand that once a brace is opened and applied to the dog, it is no longer eligible for a refund. We offer support for the life of the brace and are here to help you if you decide to pick back up where we left off. All the best to you and your dog from all of us at Ortho Dog. The Ortho Dog Team

Response from Ortho DogJan 22, 2026

Thank you Erin, for providing feedback regarding your experience with the knee brace. We understand that you were disappointed because we were unable to make an exception to our no-return policy. Our policy is posted prominently in our Terms and Conditions as well as at the time of check out so that customers understand that once a brace is opened and applied to the dog, it is no longer eligible for a refund. If there is a fit issue, however, we are always happy to do an exchange for size. Proper fit is determined via a Fit Consultation. We request photos of your dog wearing the brace so that we can check the fit and application. Unfortunately, you never sent the photos that we requested multiple times. We were therefore unable to determine if the brace fit and if it was applied correctly. We have not encountered a situation before where the dog's back slope was an issue, so in this case photos would be particularly helpful in determining if the brace was appropriately sized and placed. You stated in one of your emails that you thought the brace fit well so we are certainly available to help you make sure the brace is applied appropriately if you ever do decide to use it. Thank you again for providing your feedback. I hope this response clarifies that we are available by email and phone to assist before and after purchasing a brace. Ortho Dog wishes you and your pup all the best.

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 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 DogApr 19, 2023

Hello Nicole. Thank you for sharing your concerns. We are so sorry for the misunderstanding, as we have only received one email with videos from you. To which we responded within 24 hours and hope you received. We are more than happy to help you with a free fit consultation, once we have the standing profile photos requested. We have attempted to reach you via phone and left you a voicemail. If you would please reach out and let us know you are receiving our responses, we would be more than happy to support you and your pup any way we can. We truly want the best bracing experience for you and you beloved dog and hope to hear from you soon! Thank you.

Response from Ortho DogJul 20, 2022

Beatriz, there has been a great misunderstanding and I am sorry that we couldn't connect to clarify: USPS was unable to deliver your package to the shipping address you provided when placing your order. The package came back to us "Return to Sender" and we promptly processed your refund per your request, rather than shipping your order to a new address. We are a team of dog-loving humans providing braces for pups who need support and stability for improved mobility. We truly wish your dog the best in their recovery and hope you've found another solution.