Questions, answered plainly
Most of what people ask us comes down to one thing: what will actually help my dog. Here is what we know — and where we would rather you asked us directly.
Choosing the right gear
Start from what your dog is struggling with, not from the product list.
Watch what they avoid. Skidding or bracing on hard floors points to the anti-slip boots. Hesitating at the couch, the bed or the car points to the ramp. Slow, stiff mornings after a long sleep point to the orthopedic bed. If more than one of those sounds familiar, the Mobility Bundle pairs the ramp with the traction boots.
Yes — they solve different halves of the same problem: grip underfoot, a safe way up and down, and proper support while resting. Most owners add one thing at a time and watch which one changes the most in the first fortnight.
No. They are a daily supplement, not a treatment for a diagnosed condition. If your dog is already on medication, or you suspect pain or injury, speak to your vet first — they can tell you whether a supplement fits alongside what your dog is taking.
Most dogs need a short introduction rather than a leap of faith. Lay it flat on the floor at first and walk them across it with a treat, then raise the incline a little at a time over a few days. Rushing that stage is the single most common reason a ramp ends up unused in a hallway.
Sizing and fit
Fit decides whether something helps or gets ignored. When in doubt, measure and ask.
Measure the paw across its widest point while your dog is standing, since the paw spreads under their weight. Do the front and back paws — they are often not the same. If your dog lands between two sizes, send us the measurement along with their breed and weight before you order.
Measure your dog from nose to the base of the tail while they are lying stretched out, then allow a few extra inches. Older dogs tend to sleep sprawled rather than curled, so if you are between sizes, go larger.
Message us with the item you are considering and we will confirm the current specification before you buy. We would rather spend a minute on that than have something arrive that does not fit.
We offer exchanges for size and variant issues within 30 days of delivery. Tell us what happened and include your dog’s measurements — a fit problem usually has a straightforward answer, and we will walk you through the options rather than leave you to guess.
Shipping and orders
Where we deliver, and what happens once you have ordered.
We currently ship within the United States.
We offer one standard shipping rate. The exact cost is shown at checkout before you pay, so there is nothing to work out in advance.
There are two stages. We pack and dispatch your order within 1–2 business days, then delivery takes a further 5–7 business days — so 6–9 business days in total, not counting weekends or public holidays. You will get tracking details by email once your parcel leaves us.
Orders are packed by hand and usually leave us within 1–2 business days. Until you receive tracking, your order is still with us rather than in transit.
You will get an order confirmation by email as soon as you check out. Keep the order number from that email — it is the fastest way for us to find you if you need anything afterwards.
Message us with your order number as soon as you can. While an order is still being packed — usually the first 1–2 business days — there is a good chance we can change or cancel it. Once it has shipped it becomes a return instead.
Help and returns
If something is not right, talk to us before anything else.
You have 30 days from delivery to start a return. Get in touch with your order number first and we will confirm the return before you send anything back. If it is a fit issue, include your dog’s measurements — that usually tells us straight away whether an exchange is the better answer.
Unused and in their original packaging. Supplements are the one strict case: we can only take them back sealed and unopened, because no shop can safely resell an opened tub of something your dog eats. Anything that arrived damaged or defective comes back regardless of packaging.
For a change of mind or a sizing miss, the cost of sending it back is yours. If the item arrived damaged, faulty or was not what you ordered, we cover the return shipping.
Once your return reaches us and we have checked it, the refund goes back to your original payment method. Allow 5–10 business days for it to appear — the last stretch of that is your bank rather than us.
That is genuinely the part we like most. Describe what you are seeing at home — the slipping, the pause at the stairs, the restless nights — and we will point you to the one thing most likely to help, even when that means buying less than you planned.
Use the contact form and a person will read it — no ticket bots. Include your order number if your question is about something you have already bought.
Still not sure? Ask us before you buy
A two-line message about what your dog is struggling with saves far more time than a return does. Tell us what you are seeing and we will tell you honestly what we think will help.