Frequently Asked
Questions

Standard shipping takes 8–12 days from your order date. Due to high demand and our commitment to quality as a small family-run business, fulfillment times are currently slightly extended. We're actively working on reducing this to 2–5 days.

Custom braces take 3–4 weeks total delivery time from the order date due to the made-to-measure production process.

We ship to the US and Canada. International customers are responsible for any customs fees or import duties.

Once your order ships you'll receive a tracking number via email. You can also track your order anytime at wagwize.com/pages/track-your-order.

If your order is still within the 8–12 day window and hasn't shipped yet, it's still being prepared — no need to worry. Reach out to us at support@wagwize.com if you have concerns.

First, check the following:

• Around your front door, mailbox, garage, or alternate delivery spots
• With neighbors in case it was delivered nearby by mistake
• With anyone else in your household who may have brought it inside

If you still can't locate it, contact the carrier directly to file a missing package claim. Once a package is marked as delivered, Wag Wize is not responsible for lost or stolen packages. However if the carrier is unable to resolve it, reach out to us and we'll do our best to help.

Contact us immediately at support@wagwize.com if you need to cancel or make changes. We'll do our best to stop the order before it ships — but we can't guarantee it as fulfillment moves quickly.

Once an order has shipped it cannot be cancelled or redirected. You would need to wait for delivery and then follow our returns process.

Custom braces: Cannot be cancelled once production has begun. Contact us immediately if you need to cancel a custom brace order.

Yes — as long as your order hasn't shipped yet. Email us at support@wagwize.com with your order number and the correct shipping address and we'll update it right away.

If your order has already shipped, we're unable to redirect it. Contact the carrier directly with your tracking number to request a delivery redirect.

Yes — absolutely! The Dual-Leg Hinged Knee Support Harness is a complete system. Everything comes together in one kit for $149.98:

• Patented harness (chest panel + back straps)
• Both hind leg neoprene brace pieces
• Removable lateral hinges
• Exterior velcro security straps
• Hands-free leash attachment
• Digital Recovery Guide

Your order description may show "harness" as the product name — but rest assured both leg brace pieces are included. You are not missing anything!

The Wag Wize brace system is designed to support dogs with:

• CCL/ACL tears (cruciate ligament injuries)
• Luxating patella
• Arthritis and joint pain
• Degenerative Myelopathy (DM)
• IVDD (intervertebral disc disease)
• Cerebellar hypoplasia
• General hind leg weakness
• Post-surgery support and recovery

The brace stabilizes the knee joint so scar tissue can form naturally — the same mechanism as TPLO surgery — without surgery, anesthesia, or extended crate rest.

No — the brace is not waterproof and should be kept dry. Here's why:

• Velcro loses its grip when wet and won't secure properly
• Wet neoprene can hold moisture against your dog's skin causing irritation
• Metal hinges and hardware can corrode with repeated water exposure
• Wet velcro attracts debris and pet hair

Always remove the brace before bathing or water activities. If it gets wet accidentally, remove it and allow it to air dry completely before putting it back on. To clean, wipe down with a damp cloth and mild soap then air dry fully.

Start slow and build up gradually. We recommend:

• Week 1–2: 15–30 minute sessions, 2–3 times per day
• Week 3–4: 1–2 hour sessions
• Ongoing: During all active periods and walks

Always remove the brace during rest, sleep, and water activities. Most dogs adapt quickly — 95% of dogs accept the brace within 3 days.

This is completely normal at first — 95% of dogs accept the brace within 3 days with the right approach:

• Start with very short sessions (10–15 minutes) and reward with treats
• Gradually increase wear time each day
• Make sure the brace is fitted correctly — discomfort often means incorrect fit
• Stay calm and positive — your dog reads your energy

If your dog continues to resist after 1 week of gradual introduction, contact us at support@wagwize.com and we'll help troubleshoot.

• Wipe down with a damp cloth and mild soap
• Air dry completely before next use
• Do not machine wash or submerge in water
• Remove pet hair from velcro regularly using a lint brush
• Store in a cool dry place when not in use

The Wag Wize brace works by stabilizing the knee joint so scar tissue can form naturally — the same healing mechanism that TPLO surgery ($3,000–$6,000 per leg) aims to achieve. Many dogs recover successfully with consistent brace use.

We always recommend consulting your veterinarian to determine the best treatment plan for your dog's specific condition. The brace is also widely used as post-surgery support to protect the joint during recovery.

Use a soft measuring tape with your dog standing in a natural position. Our size chart below covers all brace types:

Need help measuring? Watch our step-by-step tutorial: ▶ How to Measure Your Dog — YouTube

Still unsure? Email us your measurements at support@wagwize.com and we'll recommend the right size.

When in doubt, size up. A slightly larger brace is easier to adjust for a secure fit than one that's too small. If you're consistently between two sizes, the larger size will be more comfortable for your dog during extended wear.

Still unsure? Email us your measurements at support@wagwize.com and we'll recommend the right size.

We offer a 60-Day Perfect Fit Guarantee. If your brace doesn't fit correctly within 60 days of delivery you can exchange it for a different size or receive store credit.

To start an exchange, visit our Returns & Exchanges portal or email us at support@wagwize.com with your order number and your dog's measurements.

Items must be returned in original condition, free of pet hair, dirt, or damage, with original packaging. Return shipping is the customer's responsibility.

Our standard knee brace starts at Size S (8.5–10.5" back leg girth). If your dog falls below that, we offer a Custom Made-to-Measure Brace built specifically to your dog's exact measurements.

Note: For very small dogs, the custom knee brace uses bendable metal splints instead of rigid hinges due to the smaller construction size. This still provides full support and is not a defect.

Order your custom brace at wagwize.com/pages/custom-brace-made-to-measure.

Braces, Anti-Slip Socks, Rear Lift Sling — Final Sale:
These are medical-support wearables and are not eligible for refunds. However our 60-Day Perfect Fit Guarantee covers size exchanges and store credit within 60 days of delivery.

Red Light Therapy Wand — 90-Day Money-Back:
Eligible for a full refund within 90 days of delivery. Must be returned in original condition.

Hip & Joint Supplement Chews — 90-Day Money-Back:
Eligible for a full refund within 90 days of delivery. No return required.

Custom Braces — Non-Refundable:
Eligible for replacement only if there is a confirmed manufacturing defect.

View our full policy at wagwize.com/policies/refund-policy.

Braces are final sale — they are not eligible for cash refunds under any circumstances. This is because they are medical-support wearable products that come into direct contact with your dog.

However we stand behind every order with our 60-Day Perfect Fit Guarantee. If your brace doesn't fit correctly you can exchange it for a different size or receive store credit within 60 days of delivery.

Start your exchange at our returns portal.

The easiest way is through our Returns & Exchanges portal. It walks you through the process in under 2 minutes.

Or email us at support@wagwize.com with:

• Your order number
• Which product you're returning or exchanging
• Your dog's current measurements (for exchanges)
• The size you need (for exchanges)

Return address:
Wag Wize Returns, Box 394, Glendale, AZ 85311, United States

Return shipping is the customer's responsibility. Once we receive and inspect your item we'll process your exchange or store credit promptly.

Once we receive your returned item we'll inspect it within 1–2 business days. If everything looks good your replacement will ship or your store credit will be issued promptly.

Items must be in original condition, free of excessive pet hair, dirt, or damage, with original packaging. Items in poor condition may be subject to a restocking fee or denial of exchange at our discretion.

A custom brace is a made-to-measure brace handcrafted to your dog's exact measurements. You only need a custom brace if your dog's measurements fall outside our standard sizing ranges:

• Knee Brace: S–XXL
• Hip Brace: S–XL
• Shoulder/Elbow Brace: XS–XXL

If your dog fits within those ranges, our standard brace is the right choice — and the better value. Custom braces are only recommended when standard sizing doesn't fit.

Order at wagwize.com/pages/custom-brace-made-to-measure.

Custom braces take 3–4 weeks total from the date of order to your door. This includes production time and shipping. You'll receive a tracking number once your brace ships.

Accurate measurements are critical — please follow the measurement diagram guides carefully on the ordering page. All measurements are the customer's responsibility.

Custom braces are non-refundable. However if there is a confirmed manufacturing defect we will replace the brace at no cost.

Please note: fit issues caused by incorrect measurements provided by the customer are not covered under this guarantee. Accurate measuring is the customer's responsibility.

If you believe there is a manufacturing defect, email photos or video to support@wagwize.com within 7 days of delivery and our team will review within 1 business day.

• Dual-Leg Knee Brace: $350
• Hip Brace: $300
• Shoulder/Elbow Brace: $300

Free shipping included. Order at wagwize.com/pages/custom-brace-made-to-measure.

You can cancel anytime with no fees or penalties:

1. Log into your account at wagwize.com/account
2. Go to Manage Subscriptions
3. Select Cancel Subscription

If you have any trouble cancelling online, email us at support@wagwize.com with your order number and we'll cancel it immediately — no questions asked. We never make cancellations difficult.

Your chews ship on your selected billing cycle (monthly). You can view your next scheduled shipment date by logging into your account at wagwize.com/account and going to Manage Subscriptions.

If you need to skip or reschedule a shipment, contact us at support@wagwize.com.

Yes — Hip & Joint Supplement Chews are eligible for a full refund within 90 days of delivery. No return required.

Email us at support@wagwize.com with your order number and we'll process it right away.