Frequently Asked Questions
A little guidance before you choose.
How do I choose the right size?
Use the chart on the product page and measure your dog or the intended space before ordering. Visit our Size & Fit Guide for help.
Are all products suitable for every dog?
No. Fit, weight limits, mobility, and individual needs vary. Read the product’s specifications and use instructions. Ask your veterinarian about products intended to assist with mobility concerns.
Where do you ship?
Our store is intended for customers in the United States. Available delivery options are shown at checkout.
Where does my order ship from?
Products ship from international fulfillment partners. Canine Mobility is based in France and does not claim to stock these products in US warehouses.
When should I expect delivery?
Estimated delivery is 7–14 business days, including order processing. Delivery timeframes are estimates and may vary. See our Shipping Policy for details.
What does shipping cost, and are import charges covered?
Standard US shipping costs $4.99 below $65.00 and is free for orders of $65.00 or more. Orders are shipped DDP (Delivered Duty Paid). Applicable import duties and customs clearance charges are covered by Canine Mobility, with no additional import charges due upon delivery. Any applicable sales tax is shown at checkout.
Can I return or exchange an item?
Return and direct exchange requests for all new, unused products in our catalogue are accepted within 30 days after delivery, subject to the Return & Refund Policy. The return address and country depend on the product. Contact us before sending an item to receive the correct address. An international return may be required. For change-of-mind returns and exchanges, you pay return shipping to the confirmed address, including international shipping where applicable; no prepaid label is provided and no restocking fee applies. Contact us before shipping for the correct return address. We process approved refunds within 14 calendar days after the returned item is received. Your payment provider may need additional time to post the refund.
How do I care for my product?
Follow the manufacturer’s care label and the guidance on the product page. A washable bed cover does not mean the foam core can be machine washed.
How can I contact you?
Email contact@canine-mobility-shop.com or use our contact form.
What if my item is damaged, defective, or incorrect?
Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item. We will provide a refund or replacement at no cost to you. If a return is required, we will cover the return shipping costs. Contact us before sending the item back so we can provide the appropriate instructions.
What if my package is lost or not delivered?
If your order is delayed or has not arrived, contact us so we can investigate with the carrier. For a package confirmed lost or an order confirmed not delivered, we will provide a refund or replacement at no cost to you. For damaged or incorrect items, we will also provide a refund or replacement at no cost to you, including return shipping if a return is required.
When will support respond?
Our customer support team responds within 24 business hours. Email contact@canine-mobility-shop.com for assistance.
Which carrier delivers my order?
The shipping carrier varies depending on the product and fulfillment partner.
Missing items or incomplete orders
If an item is missing from your order, email contact@canine-mobility-shop.com with your order number and details of the missing item. We will arrange shipment of the missing item or refund the corresponding amount at no additional cost to you.
What are your customer support hours?
Customer support hours: Monday–Friday, 9:00 a.m.–6:00 p.m., Paris time (CET/CEST). We respond within 24 business hours.