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Frequently Asked Questions
Here are a few of the questions we get the most. Want to learn more? Reach out to us anytime by phone, chat or email.
You can reach our Customer Service team toll free at 1-888-253-0777 Monday through Friday. You can also chat, FaceTime, text or email, and we’ll get back to you as soon as possible.
Our dedicated Customer Service team is available Monday – Thursday from 8:00 am – 6:00 pm EST and Friday from 8:00 am – 5:00 pm EST. You can also email us at firstname.lastname@example.org at any time and we’ll get back to you as soon as possible.
Yes, our Wheelchair Experts are available Monday through Friday to help answer all of your wheelchair questions. Speak with our experts live on FaceTime, call us or text us photos of your pet in their wheelchair. Live nearby? We even offer in-house fittings at our NH office! We’re happy to help you fit your Walkin’ Wheels, make adjustments and offer professional guidance, just give us a call!
Simply click the Live Chat button on the bottom right-hand corner of your screen. One click and you’re chatting online with one of our customer care experts. Live chat is available Mon-Thurs 8:00 am – 6:00pm EST and Friday 8:00 am – 5:00pm EST. Need to reach us outside normal business hours? Simply text, email or leave us a voicemail and we’ll call you back as soon as possible!
We charge sales tax for items shipped to the following states: FL, CA, PA, NV and IL.
Yes, we have programs specifically for non-profit rescues and shelters that help support animal welfare. Want to learn more? Call our Rescue Support team at 1-866-578-2926 to discuss how we can help your organization and the pets in your care.
Yes, our Proven Pro initiative is supported by our in-house Veterinary Resources & Support department is made up of professionals who are devoted to the veterinary and pet professional community. Walkin’ Pets offer products, resources and special programs designed to support Pet Care Professionals. For more information visit our Vet Professional site or contact our Veterinary Resource & Support Team directly at 1-866-578-2926.
We have Walkin’ Wheels certified professionals all over the world, click here to find one nearest you!
Nothing is more important than your pet’s health and comfort. So, we’ve taken our 20 years of experience to design our SureFitTM Calculator to help your pet get the perfect fit wheelchair every time. When you place your Walkin’ Wheels wheelchair order through the SureFitTM Calculator, we guarantee the perfect size, or we’ll pay your return shipping costs if an exchange is needed.
Continental US Ground Shipping for exchanges of equal or greater value only.
Yes! You can order directly from us or contact one of our international dealers. Please visit our international dealers page by clicking here.
Want to stay informed on our latest sales, newest products, and cute pet stories? Sign up for our monthly newsletter, click here to learn more and sign up!
Our sale items always ship free within the contiguous US. Your shipping rates are calculated based on your order’s size, weight and final destination. We also offer in store pickup, for our local customers!
Yes, Walkin’ Pets products are shipped to over 150 countries all over the world! We partner with International Dealers who stock our products as well, find one close to you today!
You want to see your dog playing and living a happier life as soon as possible. That’s why we ship the same day you make your order if your order is placed by 12 PM Eastern Time (11 AM Central / 10 AM Mountain / 9 AM Pacific). Delivery is typically between 1-5 days, and overnight and international shipping are available.
We’ll send you emails to update you on the progress of your order, or you can check its progress in the Orders section of your account. You can also give us a call, and we’ll be happy to provide tracking information.
Make sure to create an account for easy tracking and re-ordering in the future!
We ship via USPS, UPS, and FedEx to provide you with the fastest and most reliable service available.
Nope! If you’re not home, the driver will leave your package at the door or with your doorman.
Yes! We do ship to PO Boxes, APO/FPO addresses and international addresses. Not all orders are able to ship to PO Boxes, if you can only accept packages via your PO Box, please contact Customer Service to confirm your package is sent via the Post Office (additional charges may apply).
If your package were to be misplaced, please call our Customer Service representatives for assistance in tracking your package. All items purchased from Walkin’ Pets are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.
Simply click the “Add to Cart” button and you will be automatically redirected to your shopping cart! From the shopping cart you can checkout, update your cart, calculate shipping or continue shopping.
Our checkout is fast, easy and secure. Simply enter your name, shipping address and payment information, then place your order!
We accept Visa, MasterCard, American Express, Discover, PayPal, PayPal Credit, Apple Pay, Amazon Pay, and Google Pay.
Express checkout is available for PayPal, PayPal Credit and Amazon Pay directly in the shopping cart. To pay with a credit or debit card, simply fill in the required card information at checkout.
To pay with PayPal, click the “Pay with PayPal” button in checkout and you’ll be asked to sign in to your PayPal account. After you sign in, you’ll be taken back to Walkin’ Pets to review and place your order.
We want to make sure your shopping experience is excellent and are glad to give full credit (less shipping cost) for products returned that are in like new, resell-able condition. For more details please read our full Return Policy.
t is our intention that every Walkin’ Wheels user be happy with their wheelchair. If you experience problems, please call us we are happy to help. Often by making simple adjustment will make your dog more comfortable and ready to enjoy their wheelchair. Read our full Return Policy for more details.
Give our friendly Customer Service team a call at 1-888-253-0777, and we’ll provide you with your Return Authorization number and instructions for returning your items. Easy as that!
We offer all our customers a 30-day return policy on all of our products. Have questions? Call us at 1-888-253-0777 and our Customer Service team will be happy to help!
Yes, we are happy to help you! Whether you need a different size or a different product we want to make sure your pet gets exactly what they need. Give our friendly Customer Service team a call at 1-888-253-0777, we’re always happy to assist you.
We offer all our customers a 30-day returns and exchange policy on all of our products. Have questions? Call us at 1-888-253-0777 and our Customer Service team will be happy to help!