Refund policy

Effective for all orders placed on or after September 23, 2025

Our Commitment

At Wag Wize, we stand behind every product we ship. Our policies are designed to protect your dog's health, ensure a proper fit, and give you complete confidence in your purchase. Please read this policy carefully before placing your order. By completing a purchase on wagwize.com, you acknowledge that you have read, understood, and agreed to all terms outlined below.

Final Sale Products — Exchange or Store Credit Only

The following products are final sale and are not eligible for refunds under any circumstances:

Braces (All Models)

  • Dual-Leg Knee Brace Harness
  • Front Shoulder & Elbow Brace
  • Hock Joint Brace
  • Hip Brace

Other Wearables

  • Anti-Slip Socks
  • Rear Lift Sling

Because these items are wearable, medical-support products that come into direct contact with your dog, they cannot be returned for a refund. However, we stand behind every order with our 60-Day Perfect Fit Guarantee — if something isn't right, we will make it right.

60-Day Perfect Fit Guarantee

If your brace, socks, or lift sling do not fit correctly, you have 60 days from the date of delivery to request a size exchange or store credit. This guarantee covers sizing issues only and does not constitute a money-back guarantee.

To qualify, the item must be:

  • In original condition
  • Free of excessive pet hair, dirt, or damage
  • Returned with original packaging and all accessories included

Items returned in poor condition may be subject to a restocking fee or denial of exchange at our sole discretion.

Store credit may be applied toward:

  • A size exchange
  • A custom-made brace fitted to your dog's exact measurements
  • Any other product available on wagwize.com

Return Instructions — Must Be Followed Exactly

Returns that do not strictly follow the instructions below will not be accepted and will not be eligible for an exchange or store credit under any circumstances. No exceptions will be made.

Step 1 — Submit your request first.
Do not send anything back until you have submitted a request through our Returns & Exchanges portal at wagwize.com/pages/returns-exchanges and received written return authorization from our team. Unauthorized returns will not be processed.

Step 2 — Ship to our return address only.
All returns must be shipped to:

Wag Wize Returns
PO Box 338
Tolleson, AZ 85353
United States

Returns sent to any other address will not be received, processed, or honored. Wag Wize is not responsible for items sent to the wrong address, including our business address. The only valid return address is the PO Box listed above.

Step 3 — You must include a note inside your package.
Every return shipment must contain a printed or handwritten note placed inside the package — not on the outside of the box — with all of the following information:

  • Your full name
  • Your order number
  • The email address used at checkout
  • The reason for your return
  • The size or item you are requesting in exchange

Returns received without this note inside the package will not be processed and will not be eligible for an exchange or store credit. This requirement will be strictly enforced with no exceptions.

Step 4 — Use a trackable shipping method.
Return shipping costs are the responsibility of the customer. You must use a trackable shipping method and retain your proof of shipment. Wag Wize is not responsible for return packages lost in transit. We cannot process your exchange until the return is physically received and inspected.

What happens after we receive your return:
Once your return arrives and is inspected and all of the above requirements are confirmed to be met, your replacement or store credit will be processed promptly. If any of the requirements above are not met — including the wrong return address, missing note, or unacceptable item condition — your return will be voided and no exchange or store credit will be issued.

Products With a 90-Day Money-Back Guarantee

The following products are eligible for a full refund within 90 days of delivery if you are not satisfied:

  • Red Light Therapy Wand
  • Hip & Joint Supplement Chews

To request a refund, contact us at support@wagwize.com with your order number. No return is required for the chews. The wand must be returned in its original condition and packaging before a refund is issued. Return shipping for the wand is the responsibility of the customer.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect due to our error, you must contact us at support@wagwize.com within 7 days of the marked delivery date with your order number and clear photos or video evidence of the issue. Claims submitted after this window may not be honored. We will not accept claims for damage that occurs after delivery or damage caused by improper use, improper fit, or failure to follow product instructions.

If your claim is approved, we will ship a replacement at no cost to you.

Product Performance & Animal Safety Disclaimer

Wag Wize braces and supportive devices are designed to provide external joint stabilization and mobility support. They are not medical devices and are not guaranteed to produce specific health outcomes. Individual results vary based on the animal's age, breed, weight, severity of condition, consistency of use, and veterinary guidance.

Wag Wize is not liable for any injury, worsening of condition, adverse reaction, or other outcome experienced by your animal during or after use of our products. It is the customer's sole responsibility to consult a licensed veterinarian before use and to supervise their animal at all times while wearing any Wag Wize product.

By purchasing from Wag Wize, you acknowledge that you have read and understood this disclaimer and accept full responsibility for determining whether this product is appropriate for your animal.

Lost or Stolen Packages

If tracking confirms your order was delivered to the address provided at checkout and you have not received it, please contact the carrier directly to file a claim. Wag Wize is not responsible for packages after confirmed delivery.

If you believe your package was lost in transit and tracking has not updated in more than 5 business days after your shipping confirmation, contact us at support@wagwize.com within 7 days of the expected delivery date and we will investigate with the carrier on your behalf.

Wag Wize reserves the right to investigate all claims of non-delivery. If carrier tracking confirms delivery to the address provided at checkout, Wag Wize is not obligated to issue a replacement or refund. We utilize carrier GPS confirmation, delivery photos, and timestamp data when evaluating all non-delivery claims. Customers who submit false non-delivery claims may be reported to their financial institution and permanently banned from future purchases.

Chargebacks & Payment Disputes

By purchasing from Wag Wize, you agree to contact us at support@wagwize.com first and allow up to 5 business days for resolution before initiating any chargeback or payment dispute with your bank or credit card provider.

Filing a chargeback without prior contact, or filing while an active resolution is already in progress, is a violation of this policy and may constitute fraud under applicable federal and state law. In all chargeback cases, Wag Wize will submit full documentation to your financial institution including but not limited to order records, communication history, tracking data, delivery confirmation, and policy acknowledgments agreed to at checkout.

Wag Wize reserves the right to permanently ban any customer who files a fraudulent, premature, or bad-faith chargeback from making future purchases on wagwize.com.

Abuse of Review Platforms

Wag Wize welcomes honest customer feedback. However, submitting knowingly false, defamatory, or malicious reviews with the intent to harm the business, coerce a refund, or extort a policy exception may result in legal action under applicable defamation and unfair business practice laws. We reserve the right to report such conduct to relevant platforms and law enforcement where appropriate.

International Orders

We ship to the United States and Canada. Canadian customers are responsible for any applicable customs fees, import duties, or taxes upon delivery. Delivery timelines may vary due to customs processing and are not guaranteed. Refused shipments or packages returned due to unpaid customs fees are not eligible for a refund of the original order or shipping costs.

Dispute Resolution & Binding Arbitration

By purchasing from Wag Wize, you agree that any dispute, claim, or controversy arising out of or relating to your purchase, these policies, or any product or service provided by Wag Wize shall be resolved exclusively through binding individual arbitration in Maricopa County, Arizona, under the rules of the American Arbitration Association (AAA).

You waive any right to participate in a class action lawsuit or class-wide arbitration against Wag Wize. All disputes must be brought in your individual capacity only.

This arbitration agreement does not prevent you from filing a complaint with a regulatory agency or seeking injunctive relief in a court of competent jurisdiction in Maricopa County, Arizona to prevent irreparable harm pending arbitration. The prevailing party in any arbitration shall be entitled to recover reasonable attorneys' fees and costs.

Policy Changes

We reserve the right to update this policy at any time without prior notice. Changes apply only to orders placed after the updated effective date and will not affect purchases made prior to the update. It is the customer's responsibility to review the current policy before placing an order.

Questions?

Email us at support@wagwize.com — real humans, real answers.