Frequently Asked ?'s
How do you determine size and where are the sizes for the brace I need?
In a particular category, you will see a page full of different braces. Click on the picture of the brace you are interested in. On each sub page there is a chart that has sizes listed so you can determine which product number goes with each size.
Where is the company located and where do you ship from?
Our office is located in Bluffton, SC. We ship from multiple warehouses across the USA. We ship from NJ, CA, WV, and also TN. Often it depends upon what you order. We try to ship from the warehouse closest to your location to cut down on shipping times. But not all items are located in each warehouse.
I got fiberglass casting material on my skin, how can I remove it?
This product is to be used by trained professionals, USE AT YOUR OWN RISK. You can use nail polish remover with acetone if you get any on the skin. Never apply casting material directly to skin. Always remember to wear gloves when working with fiberglass casting material. The product is exothermic and will generate heat.
What does the date on the box of the casting tape indicate, is it the expiration date?
The date on the boxes of fiberglass casting tape is the date the product was manufactured. We do not sell out of date tape as it has many problems associated with it.
We recommend to customers to only buy casting tape that has been manufactured within 2 years of the date it was manufactured to avoid complications with the product.
I just checked my tracking and realized I shipped it to the wrong address, now what?
At checkout we ask you to confirm the address to avoid any problems. But mistakes do occur. If the mistake was our fault we will gladly take care of it for you. If you did not provide the correct address or part of the address such as the apartment number is missing, a delivery intercept will need to be made to reroute the package. UPS charges $15 to re-route a package. If you wish to have a package re-routed please contact us and let us know you approve of the charge and submit the correction to us promptly to avoid any further delays.
Do you ship on the same day I order?
We work as fast as possible to get every item out right away. It varies with what you have ordered. For the most part we ship the same day you order if you order before 11 AM EST. However our policy is to allow up to 24 hrs for processing of your order. So we do not guarantee your order will ship the day you order. But we do try our best to get it out the same day. Our shipping policy is what we guarantee. Please review our shipping policy for more information. http://orthotape.com/shipping.asp
My order is still in progress can I cancel the order.
Once an order is "in progress" we are not able to cancel the order. Even though an item shows in progress, it may have already been shipped. It does not move to the shipped category until we receive tracking from the shipping department. The delay to receive tracking is normally up to 24 hrs. Your item may have already shipped yesterday or earlier in the day, but we are waiting for tracking to update our system.
UPS / FEDEX tracking shows an exception on my delivery or they are not able to locate my address what should I do?
Don't panic, this happens often. Sometimes your own family and friends can't find your home the first time they visit. First thing to do is get your tracking number. Then call 1800PICKUPS. Give the operator the tracking number and let them know UPS is having trouble finding the address. They will verify the address with you and take any directions or help you can offer them to find your location. If it was shipped FEDEX please contact 1800GOFEDEX
I returned my item and would like to know when can I expect my refund?
Please allow up to 3 weeks for your refund to be processed via our returns department. If you have returned an item please send us the tracking number for the return so we can verify its return. Some items are returned directly to the manufacture and we have to wait till they receive the item, verify it was in good return condition, and they need to process a credit memo to us. Once that occurs we can then issue a refund. You may not see your refund right away on your credit card statement. Please allow up to 2 credit card statements to see your refund on your statement. We will not confirm the return of your item via email or phone. You should obtain tracking information to verify the return. In addition, when a refund is giving you will see this information in
Can I reuse my Gore Procel/ AquaCast castliner if I have a cast change?
Yes, if it appears in good condition and the doctor does not cut it all to pieces. With the castliner you will not need to have any cast changes due to cleanliness. You can wash and shower and even soak in the tub with this cast. If the castliner appears to be damaged after cast removal we suggest you change it rather than reuse it. Please consult your doctor on the best course to take.
Is there latex anywhere on the cam walkers?
There is no latex on any cam walkers.
How does UPS ship time work? I ordered Next Day Air on Friday and it did not arrive on Saturday?
NEXT DAY AIR, 2ND DAY AIR, 3 DAY SELECT and UPS Ground are only in transit on Business days. Example, if your order ships on Friday using NEXT DAY AIR, it will arrive the next business day, MONDAY.
Please also keep in mind our shipping cut off times.
Order processing time: see http://orthotape.com/shipping.asp
Can a cast saw cut your skin if you get to close?
The cast saw oscillates back and forth rather than using a rotating pattern. You can put your hand to the cast saw blade for a quick touch and nothing will happen. The problem that does occur is that heat builds up during cast cutting. You need to use short up and down cuts to keep the saw blade from heating up. We also suggest you use a zip stick to protect the patient. Short touch to the blade will be ok, but I would not suggest touching it longer than 1 second.
What type of gloves come with the cast kits?
We currently include nitrile casting gloves with the cast kits. We currently do not carry any other gloves for casting.
Can I ship to a P.O. BOX?
Yes, you can ship to a
PO BOX. We do not have the shipping set up for USPS prices. You will need to check out using UPS ground shipping. If the cost for shipping to a PO Box is higher we will inform you and charge accordingly. We can also ship international via USPS if you prefer. You will however be responsible for any lost packages via USPS since this is not our primary choice of carrier. We can also ship to international
PO Boxes as well.
Do you have a catalog of your products or do you provide free samples?
To keep cost low for our customers we do not have a catalog nor provide free samples of our products. The internet webpage provides much detail of all our products and helps us keep our cost low for our customers. We sell single rolls of tape and padding if you would only like to try the product. This also keeps the prices low.
I have an old cast vacuum and need to get a new cast saw. Will any cast saw fit my vacuum?
You will need to match the vacuum brand with the cast saw. Each cast saw has a different attachment that matches the corresponding vacuum. Example, a Stryker cast saw will need a Stryker vacuum. If you only do around 3-4 cast removals per day you may not need to have a vacuum. The area should be well ventilated and not a small room.
How long does it take for the plaster bandages to dry?
With plaster bandages there is a difference between set time and dry time. Set time is about 3-6 mins with plaster. The set time is the time it takes for it to become rigid enough that it does not move, this is the point at which you can knock on it when it sets. The dry time will actually take about 24-36 hours depending on the humidity of your location. The plaster will still feel damp for a few days. All plaster no matter the brand or type takes the same amount of time to dry and set. The padding underneath a cast, even if it is fiberglass, will still take 24-48 hrs to completely dry.
The fiberglass casting tape set too fast what happened?
Fiberglass casting tape is impregnated with a resin to cause it to set fast. The more you work with it the better and faster you will be become at working with it. You can slow the set time by using cooler water, But it really does not change it any more than 15-30 seconds. Room temperature water is the standard water temperature for dipping the casting tape. It just takes some practice to get used to working with it. Sorry but there is no way to get the setting time any slower than that. Most cast technicians actually want it to set faster.
Will the XEROSOX cast cover fit over a
CAM WALKING BOOT?
No, Sorry the CAM BOOT is too big to cover over a CAM
I received a cancelation notice from UPS by email saying that my order has been canceled. What happened to my order?
Sometimes due to human error we print the shipping label incorrectly and it has to be reprinted. This requires that we void the first label. When we void the label it automatically sends out an email that the order was canceled. If the email is from UPS they are just telling you that the label has been canceled and to expect a new tracking number shortly. You can log into your account by going to: https://orthotape.com/login.asp If you see two tracking numbers the first one is void and the other one will be your new tracking number. You can check this by going to www.ups.com and entering the tracking numbers to see the progress of your order. If one says voided then try the other tracking number.
Can I use a Visa Gift card or another gift card on this site?
Yes, but you have to use the name on the card as the billing name. Such as "A Gift For You" would be the name of the card. It has no card user name so you have to give it one. Use whatever it says on the card. Using your personal name as the billing name will make it fail. If you have a question about it please email us.
Do you take insurance?
We do not take insurance but most insurance companies will reimburse you. You just need the invoice/packing slip we send with your order. You will have to check with your insurance company as to what is covered.
Do you have instructions for orthopedic casting? Leg cast/Arm cast
Do you have instructions for belly casting and face casting?
How do I calculate shipping for an International order and what is the time frame?
First add the items of interest to the shopping cart. Then for international shipping you have to choose as the carrier “other shipping options” at checkout. This will show standard UPS Expedited Shipping rates to those countries. There is only the continent listed for some countries, you must choose the continent nearest your country. The customer has to choose their location based upon those standard rates to that particular country or continent. The shipping time is approximately 3-5 business days. There may be a customs import tax you may have to pay for importing goods to your country. see http://orthotape.com/International_Shipping.asp
Do you sell bright pink or bright green casting tape?
Our pink and green casting tape is just the regular color, not hot or bright.
Which foot does the CAM
Cam walkers are designed for either foot, sizing is found at the bottom of each page in a size chart.
How long will my order take to get here or when will it ship?
Order processing time: Please see http://orthotape.com/shipping.asp
What is the status of my order?
You can log into our site at https://orthotape.com/login-st-order.asp to find out the status of your order.
In Progress means the order has been processed and is awaiting shipping, or it has shipped, but we won't have tracking until the following morning.
Do you ship international?
Yes, see http://orthotape.com/International_Shipping.asp
How can you remove a cast?
As always removal of a medical cast should be done by a trained professional. Practice casts can be removed using our Cast Shears: http://orthotape.com/cast_removal_cutting_shears.asp
How long does ground shipping take to my location?
3-5 business days for ground shipping. You can upgrade your shipping with faster shipping options.
What type of packaging will my product ship in?
You order will ship in a plain box with no medical reference for privacy and adherence to HIPPA rules.
What will my credit card statement say?
Your statement will show“SUPPCENT” or "SuppliesCentral".
How do I determine the CAM
For each boot there is an associated chart at the bottom of each page. Simply click on the picture and it should take you to more info about that CAM BOOT. The size is determined based upon your shoe size and gender. There is a size show for both female and male. All shoe sizes are in
USA measurements. If you are on the border of a size it is recommended you choose the larger size.
My doctor suggested a cast boot for stability for my broken toe. Does this shoe provide a stable support in the toe area?
You really need to consult your doctor on what a CAM BOOT will do for you. CAM BOOTS are designed to provide support, stability, or protection of the injured foot or leg.
How do I measure for the XEROSOX cast protector?
There are instructions at the bottom of each cast protector page. Be sure measure above the cast. Same with the length, measure above the cast. The cover has to go over the cast and make contact with the skin to form a tight seal.
What do I need to make a waterproof cast, how much Gore Procel do I need?
Do you take Paypal as a form of payment?
Yes, you can choose paypal at checkout. Be sure to complete the payment when you reach the paypal checkout location. This way the payment is made for the order.
Do you sell strips of plaster?
Only sell plaster in rolls, they run 2”x 3yrds, 3”x5yrds, 4”x5yrds, and 6”x5yrds.
Is plaster already on the gauze?
Plaster is pre-impregnated onto gauze rolls ready for application.