Our shipping policy is a required acceptance at checkout. Customer acceptance is acknowledged by typing a "Y" for yes in the required column or we will not ship an item.
At checkout, we provide notice a customers has up to 30 mins. to cancel an order after they hit order submit. After this time, we will not be able to cancel any orders. You will need to pay to return the item. Refusing delivery is not a free return. It is the same cost to ship to the customer and will be deducted from your refund. Both to and return shipping costs will be deducted from the refund.
Please allow up to 24 hrs (1 business day) for processing of your order BEFORE the item ships. We try our best to get most orders place by 11AM eastern time the same day. However, we cannot guarantee your item will ship the same day you order. Shipping all depends on the volume of orders we do. We ask that you allow up to 1 business day for us to process your order. You will get a notice when the item has been shipped. Tracking will be updated for bracing items the following morning. These tracking numbers have to be batched at midnight by computer. We do not have them till the next morning for update.
For information on shipping and transit time frames. Please see the following shipping company websites:
*Saturday Next Day air is not available. Orders placed on Friday for Next day air will not be delivered until the following Monday (the next business day). Air packages from UPS are only delivered on Business M-F days.
** Please allow 24 hrs from time of order for your item to be shipped and picked up by UPS, FEDEX, or USPS. Count from the PICK UP TIME on the tracking for your ship times as we pack up items at night, but they are not picked up until the next business day. Please note delays due to volume can occur. We do not guarantee when we will ship an item out.
** Please note, we do not guarantee processing time or when an item is shipped out. Shipping refunds for faster shipping are based upon FEDEX or UPS policy from the time they pickup the item. Please see your tracking# to see when the item was picked up by the driver. The pick up day is not counted in the shipping time. See their transit times by going to their websites above. Also note, weather delays are not covered by UPS and FEDEX shipping policy. Please see their website for more info.
NOTICE: Refusing delivery is not a free return. It is the same cost to ship to you and will be deducted from your refund. UPS will charge us for any refused delivery.
**Please plan ahead when shipping your package. Our processing times and ship times are clearly marked. We are not able to call UPS or any shipper to adjust a package or place a hold on a product. It's best to plan ahead and have your package arrive before your doctors appointment.
At times, an address will be determined to be undeliverable by the shipping company. When that occurs, it means they were unable to locate your address based upon the address YOU provided. In addition, UPS will only make 3 delivery attempts. For delivery address who do not have a safe delivery location. UPS may decide it is not safe to leave your package. They may require you to be home. This is especially true for apartment buildings with no front office or place to put a package. You have the option of calling UPS and asking to either reschedule deliver at a better time or pickup at a UPS depot. If you fail to get your package after 3 UPS attempts. UPS will return your item to us. If that occurs, we will deduct the original shipping and the shipping cost of returning the item to our location. When you place an order, you must provide a safe location for the package to be delivered. You must also provide a valid readable address. Using any abbreviations in an address can result in errors. It is important to spell out your entire address and to consult your local post office as to the official writing of your address.
Lost package notice and requirement.
Due to increased internet fraud from false claims of not receiving a packages. If your tracking shows the package was delivered to your address. SuppliesCentral / Orthotape.com now requires you to sign a form from the UPS driver indicating that you have not received your packages. UPS will have the driver come to your address and obtain this signature. If the item was shipped by the Postal Service USPS, we require you to obtain a signature from the post office for proof of item not delivered. Print a copy of your tracking report from www.usps.com. Take it to the post office and obtain an official stamp from the post office as proof you have reported the lost package to them. The tracking shows proof the product was delivered to you. This is required if your item is showing it was delivered to your address by the tracking report. We do not resend a package that is showing DELIVERED on the tracking. We will need to investigate this further with UPS or USPS. If you need the item again urgently, please re-order the item again while we work on getting you a refund.
If you get an ERROR TRACKING INVALID. It is because the link is not working. You will need to go to www.ups.com or www.usps.com and actually type in the tracking number.
For our bracing items, this tracking and ship update is actually provided about 24hrs after your order has already shipped. So your order may have shipped 1-2 business days ago and we are just updating our tracking records. Please check your tracking number to see the exact date your order is/was shipped.
You can get a tracking number by logging into your account at:
Shipping addresses are provided by the customer or loaded from an address they have stored in their Paypal account or an address they have stored in our system. Customers are asked to confirm the shipping address by typing a "y" at checkout. Customers may choose to abbreviate or not provide a description to their street address. A descriptor to an address is the type of street, ex. Drive, Lane, Circle etc. If a customer provides an abbreviated address or an incorrect address. We will not be held responsible for a late UPS Air package or a returned package due to an incorrect address provided by the customer. Should this occur, the shipping cost to the customer and the return shipping cost will be deducted from the refund.
Some items may get a free upgrade to USPS Priority Mail Shipping. We do not know which orders will get this upgrade as it is based upon weight, size, and customer loyalty. Those tracking numbers show USPS# and can be tracked at www.usps.com
Some items will not have tracking numbers automatically sent.
Please review our shipping/returns policy at:
FEDEX TRACKING: http://www.fedex.com
Standard Overnight, 2ND DAY and 3 DAY Express Saver are only in transit on BUSINESS DAYS. THESE ITEMS ARE NOT DELIVERED ON SATURDAY or SUNDAY. Saturday and Sunday are not counted in the ship time. See www.fedex.com or www.ups.com for more information. Example, if your order ships on Friday (picked up by shipper) using Standard Overnight or Next Day Air it will arrive the next business day, MONDAY.
Express to your Country is approximately 4-6 business days.(rural shipments expect up to 8 business days.)
Priority is 6-10 business days
(rural shipments expect up to 15 business days.)
NOTE: Your country may charge a customs import tax for your items.
NOTICE: International customers are responsible for customs import tax. Non-payment of any tax will occur in the item being destroyed as the items returning to us with return shipping cost is more than the value of the product. If after 3 attempts you do not pickup your package or you do not pay the customs tax. NO REFUND will be issued to you. Your item will be destroyed by the shipper.
If a delay occurs in customs or for international shipping. The customer cannot hold us responsible for something we cannot control. Your acceptance of our policy at checkout shows that you accept this possible delay and will not Issue a charge back due to this delay. A refund can only be issued if you provide a return tracking number showing the item delivery back to us. You also allow up to 40 business days should any delay such at this occur. A lost package claim cannot be issued for 40 business days after item has shipped due to any possible delays in customs.
International customer who subscribe to a company that provides forwarding services by providing them with a USA address acknowledge the following. Customers acknowledge that we are only responsible for shipping to that USA address. If an item becomes lost by the forwarder, they need to take action with that company. Our tracking showing proof of delivery to the USA address is final.
Customers acknowledge by typing a "y" at checkout of acceptance of all our policies on this page.