Frequently asked, honestly answered.

Most orders leave the warehouse within 1 to 2 business days and arrive within 3 to 5 business days. Larger frames sometimes take longer. The estimate on the product page is the one that applies to your order, and you get tracking by email as soon as it ships.

Not at the moment. We ship to all 50 US states, including Alaska and Hawaii, and APO and FPO addresses.

Email us as soon as you can. If it has not shipped we can usually change the size or cancel it outright. Once it is with the carrier it becomes a return instead.

Tax is calculated at checkout based on your shipping address, and shown before you pay. There are no customs charges on US orders.

Check your spam folder first, then email us with the name and address on the order. Confirmations occasionally get filtered, and a missing one does not mean the order failed.

For a wheelchair: rear leg height from the floor to the top of the hip, back length from the base of the neck to the base of the tail, and weight. For a brace: the measurements listed on that product page, because they differ by joint. Our measuring guide shows each one.

Email us before ordering rather than guessing. Which way to go depends on the product and on whether your dog is likely to gain or lose muscle, so there is no single rule.

That is what the exchange process is for. See our returns policy for conditions and timescales.

A photo helps us sanity check a measurement, and we are happy to look. It cannot replace a tape measure, so we will still ask for the numbers.

No. Two dogs of the same breed can be two sizes apart, and a dog who has lost muscle measures differently from the same dog a year ago. Always measure.

A harness is for helping over a few difficult moments a day. A wheelchair is for when your dog cannot carry their own weight for the length of a walk. Our guide walks through it properly.

Frames are designed to allow it. Some owners still prefer to remove the cart, and both are perfectly normal.

Sessions, not all day. Check the skin under every strap after each use, and take it off for resting. Specific guidance comes with each product.

Most wheelchairs arrive part assembled and need adjusting to your dog, which takes about twenty minutes with the supplied tools. Braces and harnesses need no assembly.

We do not stock spares yet. If something wears out or breaks, contact us and we will tell you honestly what the manufacturer can supply and how long it takes.

No. Mobility equipment supports a dog who is struggling to move. It does not treat the underlying cause, and any store telling you otherwise is selling you something. Talk to your vet about the cause.

Give it a week of short positive sessions before deciding. If they are still refusing after that, it is nearly always a fit issue. Send us a side on photo of your dog standing in the frame and we will look.

Stop using it and email us. Rubbing means the fit is wrong somewhere, and it usually takes one adjustment to solve. If the skin is broken or sore, see your vet.

Photograph it before doing anything else, including the packaging, and email us within 48 hours. Damage in transit is our problem to sort out, not yours.

Straps and padding: hand wash in warm water with a mild detergent and air dry away from direct heat. Frame: a damp cloth. Never put any of it in a tumble dryer.