FREQUENTLY ASKED QUESTIONS

 

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My daughter broke her wrist looking for an exos splint in her size. Her hand measures just under 6 inches around. Would she be an 3xSmall?

It is bests to look at the size chart and also look at the video on each page.  For a Child exos you will want to get the Exos Pediatric Child Short Arm Fracture Brace w/ Open Thumb | Cast Splint.  There is a sizing video on each page that will help you measure the correct size.  See this link here: https://orthotape.com/products/exos-pediatric-short-arm-fracture-brace-cast-splint-thumb

What is your return policy?

Our returns policy 60 days no hassle. 

You can see our returns policy at this link:

https://orthotape.com/pages/returns

 

 Can I change my shipping method after I placed an order?

Yes, however, any changes you need to make now may delay your order from shipping. If it is past our 2 PM eastern time cut-off time, and we have not heard back from you, we will ship your item as paid at checkout to prevent delay of your item in shipping. 

Can I use my own UPS account number for shipping?

Yes, Please provide it in the comments section.

 

 

Is there a local place I can purchase this product?

These items are only sold online at www.orthotape.com. If you are in the Bluffton, Hilton Head SC area you can purchase online and pick it up in-store.

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 the skin. Always remember to wear gloves when working with fiberglass casting material. The product is exothermic and will generate heat.

 

 

 

 

 

I returned my item and would like to know when can I expect my refund?

Please allow 2 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 until they receive the item, verify it was in good return condition, and process a credit memo to us. Once that occurs we can then issue a refund. You should retain tracking information to verify the return. 

Is there latex anywhere on the cam walkers?

No latex is used in the production of any cam walker.

 

Order processing time: see this link:

https://orthotape.com/pages/shipping-policy-information

Can a cast saw cut your skin if you get too 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 comes with the cast kits?

We currently include nitrile casting gloves with the cast kits. 

Can I ship to a P.O. BOX?

Yes, you can ship to a P.O. BOX for most of our casting items. However, most of our bracing items come from vendors who ship using only FedEx or UPS. FedEx and UPS do not deliver to P.O. Boxes. If you have questions about whether or not your items can be shipped to a P.O. Box feel free to contact us via our live chat on our website or via email at help@orthotape.com

Do you have a catalog of your products or do you provide free samples?

To keep costs low for our customers we do not have a catalog and do not provide free samples of our products. Our website provides great 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.

 

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 minutes 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. No matter the brand or type, all plaster 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.

 

 

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 process any insurance. However, 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

You can find instructions at this link: https://orthotape.com/pages/instructions

 

Which foot does the CAM WALKER fit?

Cam walkers are designed for either foot. Sizing guidelines can be found at the bottom of each cam walker's page in a size chart.

What is the status of my order?

You can log in to our site at https://orthotape.com/customer_identity/redirect?locale=en to find out the status of your order.

If tracking is not assiged.  The item has not shipped yet.  Sending an email to us will not change the satus as we do not have that information at customer service.  The item will update when the warehouse markes it as shipped.

 

How long does ground shipping take to my location?

Ground and Economy shipping generally takes 3-5 business days depending on where you are located. You can expedite your shipping with faster shipping options via UPS during checkout. Remember that items are only in transit on weekdays.

What type of packaging will my product ship in?

Most orders ship in a plain box with no medical reference for privacy. However, it is best to email us at help@orthotape.com with your order# and ask for this service.