Custom Order Policy

Individually Made Product

Each ARDELVIO brace is made for an individual dog. The design and fit review use the selected dog-weight variation together with the dog-specific information submitted after purchase.

Order First, Measurements After Payment

No A–G measurements are required at checkout. After payment is confirmed, customers are asked to submit the information needed for measurement review. Custom production does not begin at checkout.

Custom Order Sequence

1. Place the order and complete payment.
2. Follow the post-payment measurement instructions.
3. Submit the affected hind leg, A–G measurements in centimetres and clear dog-leg photographs.
4. Wait for ARDELVIO to review and confirm the measurement information.
5. Custom production then takes approximately 15 days.
6. After production is completed, estimated shipping time is 6–12 business days.

Information Required

For each physical brace, submit:

• the WooCommerce order number;
• the affected hind leg (left or right);
• A–G measurements in centimetres, following the Measurement Guide; and
• clear dog-leg photographs that allow the submitted measurements and fit requirements to be reviewed.

Do not send payment card details or unrelated sensitive information with the measurement submission.

Measurement Review

ARDELVIO reviews the submitted measurements and photographs for completeness and apparent consistency with the order. Review is not a veterinary diagnosis and does not guarantee a particular medical outcome.

Clarification Requests

If information is missing, unclear or appears inconsistent, we may ask for clarification, new measurements or additional photographs before confirming that production can begin. No measurement tolerance is promised or implied.

Customer Responsibility

The customer is responsible for following the Measurement Guide, identifying the correct affected leg and providing accurate, current information. Tell us if the dog’s condition or dimensions materially change before production begins.

When Production Begins

Custom production begins after the required information has been reviewed and confirmed as sufficient for the order. Custom production takes approximately 15 days, followed by an estimated 6–12 business-day shipping period after production is completed. These periods are estimates, not guaranteed completion or delivery dates.

For cancellation and change requests, custom production is considered to have begun when any one of the following has occurred:

• the customer’s measurements have been reviewed and confirmed;
• custom modeling or design has started;
• physical production has started; or
• materials specifically allocated or purchased for that custom order have been prepared.

Changes After Production Begins

Once custom production has begun under any of the triggers above, requested changes may not be possible. Contact us promptly; we will assess whether a change can reasonably be accommodated. No alteration or remake fee is stated or implied by this policy.

Fit Review

Fit concerns are handled through a review-first process. Contact us with the order number, a description of the concern and clear fit photographs. We may provide adjustment guidance or request further information before determining the appropriate next step.

Cancellation of a Custom Order

Before custom production begins, you may email care@ardelvio.com with your order number to request cancellation. After custom production begins, a change-of-mind cancellation or refund is generally unavailable because the brace is individually made for the customer’s dog. Faulty, damaged, incorrectly supplied, materially misdescribed or otherwise legally protected claims remain subject to applicable consumer law. See the Return & Refund Policy.

Orders Containing Multiple Braces

Each physical brace requires its own affected-leg selection, A–G measurement set and supporting photographs. Do not combine measurements for different dogs, legs or braces.

No Medical Guarantee

The brace is designed to provide external support. ARDELVIO does not guarantee that it will cure an injury, replace surgery, eliminate pain or produce a particular recovery result.

Veterinary Guidance

A brace does not replace veterinary diagnosis or treatment. Ask a qualified veterinarian whether bracing is appropriate for your dog and how it should be introduced or used as part of a veterinarian-guided rehabilitation plan.

Questions about the custom-order process can be emailed to care@ardelvio.com or sent through the Support page. Include your order number with order-specific questions.