Refund policy

For more than 60 years, K9 Carts has been helping pets live life in motion. Every wheelchair we build is custom-made for the specific pet it supports, carefully measured, engineered, and balanced to fit their unique needs. 

Because each cart is one of a kind, it can’t simply be resold or reused, which means we’re not able to offer full refunds on our custom-built wheelchairs. Instead, we provide partial refunds within a trial period when eligible wheelchairs are returned in like-new condition.

Order Cancellations

Partner Products: Orders may be cancelled at no cost if they haven’t shipped. If your order has already shipped, you are welcome to return it as per the return policy below.  

Original K9 Carts Wheelchairs: If production is already underway, cancellations incur a 5% fee. If the wheelchair has already shipped, you are welcome to return it as per the return policy below.

Exchanges

We do not process direct exchanges for all products, including original K9 Carts wheelchairs and partner products.

Before returning anything, we strongly encourage you to contact our Customer Experience team at info@k9carts.com (our full contact details are listed at the end of this policy). Many fit or performance concerns can be resolved quickly with simple adjustments or guidance, and our team is always happy to help you find the best solution.

If you need a different size or product, please place a new order for the correct item. Eligible items from your original purchase can then be returned for a refund in accordance with the return policy below.

Returns & Refunds

Eligible refunds are processed within 15 business days once returns are received, inspected, and approved. Shipping charges and third-party financing fees are non-refundable. 

Items purchased secondhand or from unauthorized sellers are not eligible for returns, refunds, or warranty coverage.

Wheelchairs & Wheelchair Accessories, Parts & Kits Returns

Because each K9 Cart is custom-crafted to fit your pet, returns are limited. 

Returns are accepted within 15 days of receipt when the cart is received back in like-new condition—clean, unmodified, with every original part included, and free of pet hair, dirt, or odors—on the following models:

  • Rear Support Wheelchair (6–115 lbs): 50% refund*

  • Full Support Wheelchair (6–115 lbs): 50% refund*

  • Wheelchair Front Support Kit (6–115 lbs): 50% refund*

 

Returns are accepted within 30 days of receipt when the cart is received back in like-new condition—clean, unmodified, with every original part included, and free of pet hair, dirt, or odors—on the following models:

  • Front Limb Wheelchair (6–115 lbs): 50% refund*

 

The following carts are not eligible for a return and are final sale: 

  • Specialty carts made for pets other than dogs/cats or with unique medical needs

  • XXS and XXL carts (pets under 6 lbs or over 115 lbs)

  • All wheelchair accessories, parts & kits

 

*Please note that an additional fee may apply if the cart is returned with signs of use or damage.

Partner Products (Mobility Aids & Support Harnesses)

These items may be returned within 30 days if they are unused, clean, and in new condition. A 15% restocking fee applies.

Products that have been well-loved or show signs of use cannot be refunded. We encourage donating them to your local rescue, shelter, or veterinary clinic to keep the good times rolling for another animal in need.

 

To start a return, please reach out to our Customer Experience team at info@k9carts.com. Additional contact details can be found at the end of this policy.

Need Help?

Our team is here to support you and your pet every step of the way.

  • Email: info@k9carts.com

  • Phone/Text: (941) 206-0377 | Toll-Free (800) 578-6960

  • Hours: Monday–Friday, 9 AM–5 PM EST

Thank you for choosing K9 Carts. Here’s to more freedom, more play, and more rolling adventures ahead.