Shipping Policy

Order Processing

After an order is placed, we review the order details and payment status. An order confirmation is not a confirmation that custom production has begun.

Measurement Review Before Production

Production does not begin until the required A–G measurements, affected hind leg information and clear dog-leg photographs have been received, reviewed and confirmed as sufficient for the order.

If information is missing or unclear, we may request clarification or corrected measurements. Please follow the Measurement Guide.

Custom Production

Each brace is individually prepared using the confirmed order information. Custom production takes approximately 15 days after the customer’s measurements have been reviewed and confirmed. This is an estimate, not a guaranteed completion date, and measurement clarification or circumstances outside ARDELVIO’s reasonable control may affect timing.

The Custom Order Policy explains when custom production begins and how later changes are handled.

Shipping

After custom production is completed, estimated shipping time is 6–12 business days. This is an estimate, not a guaranteed delivery date. Carrier availability may depend on destination, package requirements and carrier restrictions.

Tracking

When tracking is available, it will be sent using the contact details associated with the order. Carrier scans and estimated arrival dates are controlled by the carrier and may change.

International Orders

International delivery may be subject to destination-specific restrictions, documentation and local procedures. Availability will be confirmed where applicable before shipment.

Customs and Duties

Applicable customs duties are included in the product price. This does not mean that all VAT, sales tax, brokerage fees or every possible governmental charge worldwide is included. Any separately applicable charge will depend on the destination, checkout terms and applicable law.

Address Accuracy

Customers are responsible for providing a complete and accurate delivery address and promptly reporting corrections. Address changes cannot be guaranteed after a shipment has been handed to the carrier.

Delays

Measurement clarification, carrier disruption, customs processing, severe weather and other events may affect timing. We will share material updates when reasonably available. Nothing in this section limits rights that cannot lawfully be excluded.

Lost or Damaged Packages

If a package appears lost, arrives damaged or contains an incorrect item, keep the packaging and contact us promptly with the order number, a description of the issue and supporting photographs where relevant. We will review the matter and coordinate next steps under applicable law and carrier procedures.

Contact and Support

For shipping questions, email care@ardelvio.com with your order number or use the Support page. Please do not send a product to an unconfirmed return address.