Returns & Shipping

Returns & Shipping

Once the product reaches the purchaser, Balto USA reserves the right to refuse a full refund. Balto USA will accept returns or requests for refunds for any product within 30 days of sale. Refunds will only be honored if during the initial fitting the product is determined to be a poor fit, function, and/or the product is affecting the health or healing of the patient. Visual inspection may be required. The brace must be in resale condition to receive a refund. This means that the brace cannot have hair, wear, dirt, and/or no modifications can have been made to the brace. If the packaging is damaged there will be a 10% restocking fee deducted from that product's refund. After we receive the brace back, we will evaluate its condition and then issue a refund.  Balto USA does not offer refunds for refusal of your pet to wear the product. If the purchaser simply does not want to use the device for reasons other than described above, Balto USA will not issue a refund.

Balto USA will cover the cost of return shipping, as well as the exchange of goods, only for defective products. To determine if your product qualifies as a manufacturer's defect, a Balto USA representative must be contacted determine so. To contact a Balto USA representative, please email support@baltousa.com. If your product does not meet our manufacturer's defect requirements, return shipping will not be provided by Balto USA, and a refund will only be granted if the product and packaging are returned within 30 days, and remain unused and undamaged. See first paragraph for more details.

If you are needing to exchange a product, Balto USA will cover the cost of return shipping. To exchange a product, you will place your new order online and a return mailing label will be sent with that product. Once we receive the return, we will evaluate its condition and then issue you a refund. Returns must be in resale condition to receive a refund.

Promotion Return Policy: The purchase of any Balto USA product(s) using a promotional code(s) must additionally abide by the Balto USA Promotional Return Policy requirements. If a return is requested, the customer can: a) return promotional item(s) in their original, undamaged packaging with the return of their Balto USA product(s) purchase or b) return only the purchased Balto USA product(s) and have market price of the promotional item(s)* deducted from the refund of payment. In the event that the returned promotional item(s) are found used or damaged upon receiving, the market price of the promotional item(s)* will be deducted from the return of payment.

*KONG Classic Market Price - $13.99