Every Bionic Pets device is 100% custom-made specifically for your pet. This is not a mass-produced product. Each device is individually handcrafted through a detailed process that includes custom casting, sculpting, trimming, thermoforming, assembly, fitting, and finishing by experienced technicians.
The quality and accuracy of the cast are critical to the final fit of your custom device. Whether your cast is taken by our team during an in-person appointment or completed at home using our casting kit, the finished device is fabricated directly from that cast. While we provide detailed casting instructions and support throughout the process, any alterations, distortions, movement during casting, or inaccuracies in a customer-completed cast may reduce the likelihood of achieving the best possible fit.
Our at-home casting option is offered to help reduce costs and make custom devices accessible to as many pets as possible. However, for customers who are able to visit us, an in-person casting and fitting appointment remains the ideal option for achieving the most accurate fit.
If devices are purchased without consulting a Bionic Pets team member or a veterinarian familiar with our products, the customer understands that full refunds cannot be given if casting kits are sent and the device ordered is incorrect or the animal is not a candidate for the product ordered. If contacted, Bionic Pets can issue a refund minus the processing fee of $150.
Because every pet is unique, every device—and every experience—is unique. While we strive to achieve the best possible fit from the start, custom devices often require a break-in period, gradual adjustment, and occasionally minor modifications to optimize comfort and function. Factors such as your pet's anatomy, condition, activity level, muscle changes, healing progress, the quality and accuracy of the cast provided, and your pet's tolerance to the device can all influence the fitting process.
As with any custom device, unforeseen challenges may arise during use. Open communication is an essential part of the process. If adjustments are needed, our team will work with you to evaluate photos, videos, and your feedback to determine the most appropriate solution. There is no single solution that works identically for every patient, and each case is approached individually.
Because each device is handcrafted, minor cosmetic variations are normal and should be expected. Small surface marks, slight imperfections, trimming variations, minor tool marks, or other cosmetic characteristics are a natural result of the custom manufacturing process and do not affect the function, durability, or quality of the device. These characteristics are not considered defects.
Please also note that product colors may vary. Although we make every effort to provide your selected color, certain colors may occasionally become unavailable. Additionally, because every device is individually handcrafted and materials may vary slightly between production batches, the finished color, texture, transparency, or overall appearance may differ from the photographs shown on our website. Product images are provided as general references only.
Devices are custom-made based on the cast provided, the pictures on this page are for reference. Once a device has begun fabrication, Bionic Pets reserves the right to evaluate refunds on a case-by-case basis depending on the amount of work already completed.
By placing your order, you acknowledge that you are purchasing a fully custom, handcrafted device and understand that the fitting process may require patience, collaboration, and follow-up adjustments. If you are looking for an instant, one-size-fits-all solution or are not comfortable participating in the custom fitting process, we encourage you to carefully consider whether a custom device is the right choice before completing your purchase.
Refund Policy: A $150 non-refundable processing fee applies once your order has been placed. Because every device is manufactured specifically for your pet from the custom cast you provide, completed custom devices are NOT eligible for REFUNDS. Please review our Terms of Service carefully before purchasing to ensure you fully understand the custom manufacturing process, your responsibilities, and our policies.
