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Warranty and Returns
CUSTOM BRACE & PROSTHETICS
WARRANTY
AOC offers complete warranty against failure for all custom braces and prosthetics for one full year from the date of purchase. Warranty is void if the product has not been used according to instructions, or if the product shows evidence of misuse.
If failure of custom brace or prosthetic should occur, contact AOC Customer Care at care@aocpet.com. This warranty does NOT cover failure due to normal wear and tear or improper use.
RETURN POLICY
CUSTOM BRACE & PROSTHETICS ARE NON-REFUNDABLE WHEN:
- Device has been built
- 3 months have passed from the date of order.
CUSTOM BRACE & PROSTHETICS ARE REFUNDABLE WHEN:
-
The order is within 3 months of the order date & the brace has not been fabricated. Restocking fees will apply -- see below.
- RESTOCKING FEES
- If the brace has not been built but the casting kit has been used, a refund will be issued, minus $100 charge for the casting kit.
- For bilateral orders, when a casting kit has been used, a refund will be issued, minus $125 charge for the casting kit.
- If the casting kit has been unused, a refund of the brace cost will be issued, minus a $25 restocking fee (single orders) or $35 restocking fee (bilateral orders).
- RESTOCKING FEES
OFF THE SHELF BRACING & PAIN RELIEF PRODUCTS
PET CONES
PERFORMANCE KNEE BRACE
L'IL BACK BRACER
HAUTE L'IL BACK BRACER
EMBRACE SUPPORTS
EMBRACE RELIEF SYSTEM
EMBRACE L'IL BACK SYSTEM
EMBED RELIEF SYSTEM
ACCESSORIES
HAUTE WHEELS PET WHEELCHAIR
EMBED DRIFT PET BED
WARRANTY
AOC offers complete warranty against failure for all products for 4 months (with the exception of custom braces & prosthetics) from the date of purchase. Warranty is void if the product has not been used according to instructions, or if the product shows evidence of misuse.
If failure of an AOC product should occur, contact AOC Customer Care at care@aocpet.com, to return the defective product along with proof of purchase. This warranty does NOT cover failure due to normal wear and tear or improper use.
RETURN POLICY
RETURNS*
RETURN FOR A DIFFERENT SIZE
We understand that your purchase may not be the right fit for your pet the first time. All returns must be made within 15 days of receiving the product. To return your product for a different size please contact care@aocpet.com.
RETURN FOR A REFUND
If for any reason you wish to return your product, you may return it for a refund, subject to the condition of the product. All returns must be made within 15 days of receiving the product.
When shipping back the product, it will be received by our inspection department. Upon review and based on the condition of the product received, we will notify you if the product is approved for the intended amount less the restocking fee.
*ALL RETURNS REQUIRE A RETURN AUTHORIZATION (RA) NUMBER.
Once you receive an RA number, the return must be shipped back within 30 days from the date of the issued authorization. If the product is not received by that date, the RA will be automatically canceled.
If the product we receive is determined NOT to be eligible for a refund then we will notify you with an explanation on why it was determined to not to receive a refund (see "RETURN ELIGIBILITY").
ITEM RETURNED IN NEW OR LIKE NEW CONDITION
RECEIVE A PARTIAL REFUND
- If our returns department determines the returned product is in like new condition, we will recycle or donate the product and provide a partial refund. The amount refunded will depend on the type of product received. All returns are subject to a restocking fee which is listed below.
ITEM RETURNED IN USED CONDITION
RECEIVE NO REFUND
- If the product is deemed non-returnable, we can return your product back to you. You will need to provide a prepaid return label. We will not be responsible for the shipping charges to ship your product back to you. Please send the shipping label to care@aocpet.com.
- If our returns department determines the returned product isn’t in like new condition and you refuse to provide a paid shipping label, no refund will be issued AND it will be disposed of.
- Our returns department will hold the product for 1 week. If we do not hear from you, the product will be disposed of and no refund will be issued.
RETURN ELIGIBILITY
- All products MUST be in a like-new, undamaged condition from a smoke-free environment.
- A Return request MUST be filed within 15 days of receiving your purchase.
- All products MUST be shipped back within 30 days of receiving a Return Authorization(RA) Number.
- Items returned to us without notification will NOT be eligible for a refund or exchange.
- We will NOT accept returns on merchandise that appears used, missing components, covered in hair, and/or smells.
- An RA number is required when returning any item. ANY ITEM RETURNED WITHOUT AN RA# WILL NOT BE CREDITED!
RESTOCKING FEES
PERFORMANCE KNEE BRACE
AOC will provide a refund of the original product price, less a $35 restocking fee. Any additional shipping fees are nonrefundable. All return shipping charges are the responsibility of the customer.
L'il BACK BRACER
Unopened Sealed Bag
If the returned L'il Back Bracer Support is still enclosed in the heat sealed bag, AOC will provide a refund of the original product price, less a $10 restocking fee. Any additional shipping fees are nonrefundable.
Opened Sealed Bag
If the sealed bag is opened when returned, AOC will provide a refund of the original product price less a $20 restocking fee. Any additional shipping fees are nonrefundable.
EMBRACE SUPPORT
Unopened Sealed Bag
If the returned EMbrace Support is still enclosed in the heat sealed bag, AOC will provide a refund of the original product price, less a $10 restocking fee. Any additional shipping fees are nonrefundable.
Opened Sealed Bag
If the sealed bag is opened when returned, AOC will provide a refund of the original product price less a $20 restocking fee. Any additional shipping fees are nonrefundable.
EM TECHNOLOGY
EM Technology products include: the EMbrace Relief System, Embrace L'il Back System, the EMbed Relief System and the EMpower Device System. AOC will provide a refund of the original product price for any EM technology product, per our return policy, less a $25 restocking fee. Any additional shipping fees are nonrefundable.
HAUTE WHEELS PET WHEELCHAIR
Size: XXS, XS, XSLW, S
AOC will provide a refund of the original product price for the Haute Wheels Pet Wheelchair, per our return policy, less a $25 restocking fee. Any additional shipping fees are nonrefundable.
Size: M, L, XL
AOC will provide a refund of the original product price for the Haute Wheels Pet Wheelchair, per our return policy, less a $50 restocking fee. Any additional shipping fees are nonrefundable.
EMBED DRIFT PET BED
Size: S
AOC will provide a refund of the original product price for the EMbed Drift Pet Bed, per our return policy, less a $20 restocking fee. Any additional shipping fees are nonrefundable.
Size: L
AOC will provide a refund of the original product price for the EMbed Drift Pet Bed, per our return policy, less a $40 restocking fee. Any additional shipping fees are nonrefundable.
AOC PET CONE
Unopened Sealed Bag
AOC will provide a refund of the original product price, less a restocking fee of $3 if the product is still in the heat sealed bag. Any additional shipping fees are nonrefundable.
Opened Sealed Bag
If the sealed bag is open, and product is in new condition, AOC will provide a refund of the original product price less a $5 restocking fee. Any additional shipping fees are nonrefundable.
HAUTE L'IL BACK BRACER
Unopened Sealed Bag
If the returned Haute L'il Back Bracer Support is still enclosed in the heat sealed bag, AOC will provide a refund of the original product price, less a $15 restocking fee. Any additional shipping fees are nonrefundable.
Opened Sealed Bag
If the sealed bag is opened when returned, AOC will provide a refund of the original product price less a $25 restocking fee. Any additional shipping fees are nonrefundable.
GNAWTY BITES SUPPLEMENTS
SATISFACTION GUARANTEE:
If, for any reason, you or your pup are not satisfied with the Gnawty Bites supplements, we've got your back. We will exchange the product for another or provide a hassle-free refund.
HAUTE WHEELS WHEELCHAIR HARNESSES AND ACCESSORIES
AOC will provide a refund of the original product price for the Haute Wheels Pet Wheelchair Harness and accessories, per our return policy, less a $5 restocking fee. Any additional shipping fees are nonrefundable.
HAUTE DOG WARMERS
AOC will provide a refund of the original product price for the unused Haute Dog Warmers, per our return policy, less a $5 restocking fee. Any additional shipping fees are nonrefundable.
RETURN PROCESS
1. RA NUMBER
RETURN AUTHORIZATION
For all product returns (except custom), please email us at care@aocpet.com for your Return Authorization (RA) number
EMAIL
ANY ITEM RETURNED WITHOUT AN RA# WILL NOT BE CREDITED!
Our returns department will not be able to distinguish your product if no authorization number is listed on your return. Products without an RA # will be discarded.
2. SHIPPING
SHIPPING
For all product returns (except custom), please send to the address below.
Returns/ Exchange Address:
Attn: Returns
Order # __________
RA # __________
Animal Ortho Care
8611 W 35W SERVICE DRIVE NE
SUITE 180
BLAINE, MN 55449
EMAIL Include the RA# provided by us and order # on the label.
It’s best to email the tracking number and order number to care@aocpet.comReturns/ Exchange Address:
Attn: Returns
Order # __________
RA # __________
Animal Ortho Care
8611 W 35W SERVICE DRIVE NE
SUITE 180
BLAINE, MN 55449
3. INSPECTION
INSPECTION
Orders will be inspected once received. We will then notify you of the approval or rejection of your refund.
Please allow for 2-3 business days for the inspection process to be completed.
QUESTIONS Please allow for 2-3 business days for the inspection process to be completed.
REHAB & FITNESS PRODUCTS
WARRANTY
AOC and FitPAWS warrants to the original purchaser that this product shall be free
from manufacturing defects for a period of thirty (30) days from the invoice date. You must provide evidence (images, video, etc) that the product is indeed defective. Upon approval for a return, we will provide a prepaid shipping label.
If failure of your product should occur, contact AOC Customer Care at care@aocpet.com. This warranty does NOT cover failure due to normal wear and tear or improper use.
RETURN POLICY
If for any reason you wish to return your product, you may return it for a refund. The product must be unused and unopened in its original packaging. All returns must be made within 15 days of receiving the product.
When shipping back the product, it will be received by our inspection department. Upon review, we will notify you if the product is approved for the intended amount less a $15 restocking fee.
DERMAGIC SKIN CARE PRODUCTS
WARRANTY
AOC and DERMagic warrants to the original purchaser that this product shall be free
from manufacturing defects, including opened or damaged products. You must provide evidence (images, video, etc) that the product is indeed defective within 5 days of receiving the defective item. AOC will replace any items that are determined to be defective within this time period.
If failure of your product should occur, contact AOC Customer Care at care@aocpet.com.
RETURN POLICY
If for any reason you are not fully satisfied with any of the DERMagic products and you wish to return your product, you may return it for a refund. All returns must be made within 30 days of receiving the product.
