Return Policy

Walkin’ Wheels Dog Wheelchairs Returns

It is our intention that every Walkin’ Wheels user be happy with their wheelchair.
If you experience problems, please call us. Often we can help with a simple adjustment.
If you feel the wheelchair is not for you, we can arrange to get the wheel chair returned.

  • Returned Unopened Within 14 Days

    If you return an unopened wheelchair package to us, we will refund 90% of the total amount received. In addition, customer needs to pay the local delivery charge in full.

  • Refused Delivery

    Please do not refuse to accept the goods you ordered, as we will charge you according to the "Returned Unopened Within 14 Days" clause.

How to Re-Pack the Walkin’ Wheels Box

Please click here to download the Suitcase Box Assembly Instructions in order to get the best refund possible and to protect the wheelchair from shipping damage.

Our Restocking Fee

Please follow the Suitcase Box Assembly Instructions in order to get the best refund possible and to protect the wheelchair from shipping damage.

Our Restocking Fee

Sometimes, when an animal caretaker buys a dog wheelchair, it simply doesn’t work. There are several possible reasons for this. Some can be helped and some can not.

Often, by looking at photos, watching videos, and drawing on our experience with thousands of dogs, we can help you figure out how to get it to work. This is why we need you to call us before returning it. Often, after a brief phone call, your dog will be running and playing again.

Other times, though, there is nothing we can do. Whether it is due to the dog’s specific condition or temperament, or the wheelchair design, if the product will not work for your dog, we invite you to return it.

The restocking charge covers some of our costs associated with making the product ready to be used on another dog. Like any business, we either have to cover our costs with a restocking charge or by increasing the price of the product — which wouldn’t be fair.

Sometimes we’re asked why we charge a restocking charge when the product is returned in “new” condition. If the box has been opened we have a responsibility to send it through our complete inspection and repackaging process so that we know it will be safe, spotless, and hygienic for the next dog that uses it. Obviously, if you received your products with someone else’s dog hair on it, you would not be pleased. If there is any cleaning needed or if there are any scratches we need to repair or replace items, in which case we deduct these costs from your refund. We take photographs of each wheelchair when it is received so if you have questions about a charge, we are happy to provide you the photos showing why they were applied.

Our mission is to help your dog walk, and we will do whatever we can to accomplish that.

WITHIN 1 YEAR.

The wheelchair is warranted for one year against defects in workmanship (with the exception of normal wear and tear of the harness and wheels). If something breaks, please let us know and we will repair or replace the wheelchair (at our option). You are responsible for all shipping charges. Warranty is non-transferable.

Products Returns EXCEPT Walkin’ Wheels Dog Wheelchairs

We want to make sure your shopping experience is excellent and are glad to give full credit (less shipping cost) for products returned that are in like new, resell-able condition, with the exception of the Walkin’ Wheels dog wheelchair which has some special conditions described on the “Walkin’ Wheels Warranty Return Policy” page. We will offer you a full refund under these conditions:

No Refund: All kinds of harness, support sling, rear leg rings and dog boots cannot be refunded for hygiene reason once it has been tried on the dog.

Full Refund – Like New – To Qualify for a full refund, try garments on your pet over a tee shirt. Try boots on over a sock. Products that qualify for a full refund are ones that were tried on once, over a sock or tee shirt, didn’t fit, were repackaged and returned in 14 days.

  • There is no hair, fur, dirt, soil, or smell on the product.
  • The product is in its original packaging, folded as delivered. If you carefully removed staples to open the package, DO NOT re-staple it. We will take care of that.

Your Options – If you send a product back to us, you may specify that the product be returned to you if a refund is not available. You will be asked to pay shipping. If you decide to refuse the package, we will need to charge you for the return shipping.

REFUSED DELIVERY: Please do not refuse delivery as we do get charged for this. If you refuse delivery, you will be charged a 10% restocking fee, plus the shipping charges for the return of your product.

 

DISPUTES: Charge-backs from the Credit Card Company.

A Charge-back is when you contact your credit card company or payment processor and dispute a charge we have made to your card. Charge-backs are expensive for us to research and process and ALWAYS UNNECESSARY. At Handicappedpets.com, we will ALWAYS work with you to resolve any issue.

You agree, as part of these terms and conditions, that in the event you wish to file a dispute:

1) to contact us and allow us to resolve the issue. If representatives are unavailable, you agree to leave a message referring to a “disputed charge” or email messages@handicappedpets.com with ‘disputed charge’ in the subject.

2) to give us up to 2 working days to return your call or message, although typically we will respond immediately. If you are not available we will leave a message or email you.

3) To give us up to 3 working days after we have spoken with you and you have explained the dispute to us, and provided any documentation we need to validate your dispute.

You further agree that if you file a dispute with your credit card company or payment processor before completing this process, you will pay 25% of the purchase price of the product, including shipping, to cover the time and resources we need to process your claim with the credit card company and that you will pay the fee regardless of the outcome of the investigation.

If, after speaking with you, we cannot resolve the issue to your satisfaction and you do institute a charge-back, you agree to pay the 25% processing fee if the credit card company does not rule in your favor.