Last Updated: October 15, 2025
Welcome to OrthoTape.com! We're glad you're here. These Terms and Conditions outline the policies that govern your use of our website and your purchases from K10 Medical Supply LLC (doing business as OrthoTape.com). By placing an order with us, you agree to these terms.
This page incorporates and covers our complete Terms of Service, Privacy Policy, Return & Exchange Policy, Shipping Policy, and Warranty terms. We've written everything in plain language to make it easy to understand.
We want you to be completely satisfied with your purchase! If something isn't quite right, we're here to help make it right.
Requesting a return or exchange is easy:
You have 60 days from the date you received your order to request a return. Items must be unused and in new condition. If your item is still unused after 60 days, please reach out - we're happy to work with you!
A flat $12 return label fee applies to all returns. This covers the cost of the prepaid shipping label we provide to send your item back. This fee will be deducted from your refund.
For Ossur products: We need to obtain a Return Authorization (RA) number from Ossur before processing your return. Don't worry - we'll handle this for you! For all other products, your Shopify order number serves as your RA number.
Exchanges involve two shipping costs:
If there's a balance due, we'll send you a payment request or invoice by email before shipping your replacement item.
A 20% restocking fee may apply in these situations:
Good news: Restocking fees are waived if you're exchanging an item!
We stand behind our products! We provide a 4-month warranty against manufacturing defects from your delivery date.
What we'll do: If a product fails due to a manufacturing defect, we'll replace it with the same item or a comparable alternative at no charge (including free shipping). If the product is discontinued, we'll offer a replacement or store credit equal to the purchase price.
How to file a warranty claim:
What's not covered: Customer error, accidental damage, or normal wear and tear are not covered under warranty.
If your item arrives damaged, please provide clear photos of both the damage and the packaging within 5 days of delivery. We need the packaging to file a claim with the carrier. Important: No refund or replacement can be provided if the packaging or product is discarded before we can document the damage.
Replacement is our standard remedy for defective items. Refunds for used products are only issued in rare, documented situations:
Full refunds require return of the item (when feasible), proof of purchase, and manager approval.
All returns and warranty claims require an RMA when necessary. Items must be returned using the provided RMA label and packaging instructions. In cases where disposal is authorized for hygiene or safety reasons, we'll require photographic evidence before disposal.
To process returns and warranty claims, we collect product photos/videos, order history, support communications, and shipping information. If you're unable to provide requested information, your request may be delayed or denied.
You always have the right to contact your card issuer if you have concerns. However, if you initiate a chargeback before contacting us, card issuer timelines may limit our ability to issue replacements or refunds while the dispute is active. We encourage you to reach out to us first so we can resolve the issue quickly!
If a chargeback is filed, we'll respond with full documentation including order records, tracking information, RMA details, photos, correspondence, and proof of replacement to contest illegitimate disputes.
We comply with all applicable consumer protection laws and payment card network rules. This policy does not negate any statutory rights you may have.
We ship super fast because we want you to get your products quickly! Most orders arrive in 3-4 business days, even with economy or free shipping.
Orders placed by 2:00 PM Eastern Time (Monday-Friday) with UPS Next Day Air or 2nd Day Air will ship the same business day. The exception is Exos and DonJoy bracing items, which require 1-2 additional days for processing.
UPS Ground and Economy shipping orders may ship the following business day (not same day), depending on order volume and holidays. Delivery times are estimates and not guaranteed.
UPS 2nd Day and Next Day services have guaranteed delivery commitment times up to 9:00 PM, depending on package volume. However, winter storms and severe thunderstorms may cause delays that are not covered by UPS, FedEx, or USPS. FedEx does not provide late-arrival refunds for weather-related issues.
Because we ship so quickly, please call us right away at 800-580-9887 if you need to cancel or change an order.
USPS, FedEx, and UPS all use GPS location services to confirm delivery. You're responsible for ensuring your delivery address is a safe location for packages. If tracking shows your order was delivered but you didn't receive it, you'll need to file a claim with the carrier. If the carrier denies the claim (GPS confirms delivery), we cannot honor a replacement or refund, and you'll need to file a police report for theft.
Please inspect all packages within 5 days of delivery and report any suspected shipping damage. After this period, we reserve the right to not honor warranty claims for shipping damage.
By using OrthoTape.com and placing orders with us, you agree to our complete Terms of Service. Our Terms of Service include important information about:
You can view our complete Terms of Service in the footer of our website or by contacting us.
We take your privacy seriously. Our Privacy Policy explains:
You can view our complete Privacy Policy in the footer of our website or by contacting us.
We're here to help! If you have any questions about these Terms and Conditions or need assistance with your order, please don't hesitate to reach out:
K10 Medical Supply LLC (dba OrthoTape.com)
49 Browns Cove Road North, Suite 7
Ridgeland, SC 29936
United States
Phone: 800-580-9887
Email: help@orthotape.com
Our customer service team is ready to assist you with any questions or concerns. We appreciate your business and look forward to serving you!
These Terms and Conditions are effective as of the date listed above and may be updated from time to time. Continued use of our website and services constitutes acceptance of any changes.
