Cancellation policy

Wag Wize offers subscription purchasing on select products. Please review the cancellation terms below based on your order type.

One-Time Purchases

All one-time orders are processed as soon as they're placed. Our fulfillment team begins preparing orders right away, which means cancellations are not guaranteed.

If you need to cancel or change your order, email us at support@wagwize.com with your order number as soon as possible. Please be aware:

- Reaching out does NOT guarantee your cancellation will be processed in time. Our fulfillment team works separately from our customer support inbox, and orders can be packed and shipped before we're able to review incoming requests.
- Cancellations are only possible if your order has not yet been fulfilled or shipped.
- If your order hasn't shipped when we see your request, we'll cancel it and give you a full refund.
- Once an order has been fulfilled or shipped, it cannot be cancelled. Please refer to our Refund & Exchange Policy for next steps.

Please double-check your order details, including product, size and shipping address, before completing checkout. Once an order is placed, we can't promise it can be cancelled.

Custom Brace Orders — No Cancellations or Changes

Custom braces are made-to-measure products built for your dog's unique measurements. Production begins as soon as you check out. For this reason, custom brace orders cannot be cancelled, changed or refunded, regardless of when the request is made.

This applies even if:

- You contact us seconds after placing your order
- You entered incorrect measurements
- You ordered the wrong product
- You changed your mind

By placing a custom brace order, you acknowledge and agree that:

- Your order enters production immediately and cannot be stopped
- No cancellation requests will be accepted at any stage
- No changes to size, measurements, style or any other order detail can be made after checkout
- Custom brace orders are not covered by our 60-Day Perfect Fit Guarantee and are not eligible for exchange or store credit, except in the case of a confirmed manufacturing defect
- Chargebacks filed against custom brace orders will be disputed in full, with complete production and order records submitted to your financial institution

Before placing a custom brace order, measure your dog carefully and review all product details. Once you click "Complete Order," your production slot is locked and no changes can be made.

If there is a confirmed manufacturing defect, meaning a production error on our part and not an issue caused by incorrect measurements provided by the customer, we will remake the brace at no cost. Photo or video evidence of the defect is required.

Subscription Orders — Hip & Joint Supplement Chews

You can cancel your subscription at any time before your next scheduled order date. To cancel, log into your account and manage your subscription from your customer portal, or email us at support@wagwize.com and we'll cancel it for you.

Please note:

- Cancellations must be submitted before your next renewal date to avoid being charged for the upcoming shipment
- Orders that have already been processed and shipped cannot be cancelled, but are covered under our 90-Day Money-Back Guarantee
- We do not offer refunds on subscription orders that have already shipped unless requested under the 90-Day Money-Back Guarantee terms

Questions?

Email us at support@wagwize.com. We're happy to help.