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 immediately upon checkout. Our fulfillment team begins processing orders as soon as they are placed, which means cancellations are not guaranteed.

If you need to cancel or modify your order, contact us at support@wagwize.com with your order number as soon as possible. We will do our best to accommodate your request, however please be aware:

  • Reaching out does NOT guarantee your cancellation will be processed in time. Our fulfillment team operates independently of our customer support inbox and orders can be packed and shipped before we are able to review incoming requests.
  • Cancellations are only possible if your order has not yet been fulfilled or shipped.
  • 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. You are fully committed to your purchase once your order is placed.

Custom Brace Orders — No Cancellations or Modifications Under Any Circumstances

Custom braces are made-to-measure products built specifically for your dog's unique measurements. Production begins immediately upon checkout. For this reason, custom brace orders cannot be cancelled, modified, or refunded under any circumstances — with no exceptions, regardless of when the request is made.

This policy 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 upon purchase and cannot be stopped
  • No cancellation requests will be accepted or honored at any stage
  • No modifications to size, measurements, style, or any other order detail can be made after checkout
  • Custom brace orders are not covered under our 60-Day Perfect Fit Guarantee and are not eligible for exchange or store credit except in the case of a confirmed manufacturer defect
  • Chargebacks filed against custom brace orders will be disputed in full with full production and order documentation 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.

In the event of a confirmed manufacturing defect — meaning a production error on our part, 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 may 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 contact us at support@wagwize.com and we will cancel it on your behalf.

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 or refunded, 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.