Privacy Policy

Last updated: September 15, 2026

This Privacy Policy explains how K10 Medical Supply LLC dba OrthoTape.com ("OrthoTape," "we," "us," or "our") collects, uses, discloses, and retains personal information when you visit OrthoTape.com, place an order, communicate with us, request a return or warranty review, or otherwise use our products and services.

For purposes of this Privacy Policy, "personal information" means information that identifies, relates to, describes, can reasonably be linked with, or can reasonably be associated with an individual or household, where applicable law uses that or a similar definition.

This Privacy Policy is a notice about our information practices. It should be read together with our Terms of Service, Returns and Refunds Policy, and Shipping Policy.

1. Personal Information We Collect

Information You Provide Directly

Depending on how you interact with OrthoTape, you may provide us with information including:

Contact information, such as your name, email address, telephone number, billing address, shipping address, company or facility name, and other delivery information.
Order information, such as products ordered, product variants, quantities, prices, discounts, shipping selections, taxes, order notes, purchase-order information where applicable, and order history.
Account information, such as account identifiers and information used to maintain your customer account. Account credentials may be handled by Shopify or other service providers and are not necessarily available to OrthoTape.
Customer-service information, including emails, chats, online-form submissions, return requests, warranty requests, product questions, and other communications with us.
Photos, videos, and other documentation you choose to provide for shipping claims, returns, product-condition questions, warranty claims, fit questions, product support, or other customer-service purposes.
Health-related or product-use information you voluntarily provide, such as measurements, fit information, injury or condition information, prescribed or recommended product details, or other information relevant to helping you with an orthopedic or medical product. Please provide only information reasonably necessary for the assistance you are requesting.
Marketing and communication preferences, including email subscription preferences, SMS/text-message opt-in information, and related consent or opt-out records.

Checkout, Payment, Consent, and Transaction Records

When you place or attempt to place an order, we and our service providers may collect or maintain transaction-related information such as:

Order date and time
Products, variants, quantities, pricing, discounts, taxes, and shipping charges
Billing and shipping information
Payment authorization, payment status, payment method, card brand, masked card information, and other payment-confirmation information made available to us by payment providers
Checkout and policy-acceptance records
Terms-and-conditions acceptance timestamps where available
The content or version of terms, policies, product disclosures, or transaction-specific information applicable to a purchase where those records are maintained
Refund, credit, cancellation, and payment-reference information

Complete payment-card numbers and card security codes are generally collected and processed directly by authorized payment providers and are not generally available to OrthoTape in complete form.

Information Collected Automatically

When you use our Site, we, Shopify, and authorized service providers may automatically collect certain technical and usage information, including:

IP address
Browser type and version
Device type, operating system, and device or cookie identifiers
Network and connection information
Approximate location inferred from an IP address or other technical information
Pages viewed, links clicked, products viewed, cart activity, referring pages, and interactions with the Site
Diagnostic, error, performance, and security information

Fraud-Prevention and Transaction-Verification Information

We may receive or use information supplied by Shopify, payment processors, fraud-prevention providers, carriers, and other authorized service providers to evaluate transaction and account security. Depending on the transaction and provider, this may include:

Address Verification Service (AVS) results
Payment authorization and verification results
Fraud-risk indicators, automated risk assessments, or transaction-security signals
IP, device, browser, network, and geographic information where lawfully collected
Order and account history
Shipping, delivery, return, and refund information

Information We Receive from Third Parties

We may receive personal information from companies that help us operate our business, including Shopify, payment processors, financial institutions, fraud-prevention providers, manufacturers and distributors, fulfillment providers, shipping carriers, analytics providers, marketing providers, customer-service systems, and other service providers.

2. How We Use Personal Information

We may use personal information for the following purposes:

Processing and fulfilling orders, including payment processing, order verification, inventory and fulfillment coordination, shipment, delivery, and order notifications.
Providing customer service, including answering product questions, locating orders, responding to communications, and assisting with account or order issues.
Processing returns, refunds, exchanges, warranty claims, and shipping claims, including evaluating product condition, eligibility, refund amounts, replacement eligibility, and claim documentation.
Maintaining transaction and consent records, including checkout, policy-acceptance, order, shipping, return, and refund records where available.
Security, fraud prevention, and transaction verification, including detecting, investigating, preventing, or responding to suspected unauthorized activity, misuse, security incidents, or payment risk.
Resolving billing questions, payment disputes, and chargebacks, including investigating the underlying transaction, responding to dispute allegations, preventing duplicate credits, and providing relevant evidence to authorized payment-dispute participants.
Shipping and delivery administration, including carrier claims, delivery investigations, address verification, and proof-of-delivery review.
Operating, troubleshooting, analyzing, and improving our Site and services, including performance analysis and understanding how customers use our Site.
Marketing and advertising, where permitted by applicable law and consistent with your choices and consent requirements.
Accounting, tax, legal, regulatory, and compliance purposes, including maintaining business records, responding to lawful requests, enforcing our agreements, and establishing, exercising, or defending legal claims.

3. Legal Bases Where Applicable

Where applicable data-protection law requires us to identify a legal basis for processing personal information, our legal bases may include:

Performance of a contract, such as processing your order, taking payment, shipping merchandise, providing customer service, and administering returns, refunds, and warranties.
Legitimate interests, such as protecting our business and customers, preventing fraud, maintaining security, improving our services, providing customer support, maintaining appropriate transaction records, and establishing, exercising, or defending legal claims, provided those interests are not overridden by your rights where applicable law provides otherwise.
Legal obligations, such as tax, accounting, consumer-protection, regulatory, or lawful-process requirements.
Consent, where applicable law requires consent, such as for certain marketing communications or non-essential tracking technologies. Where processing is based on consent, you may withdraw that consent as permitted by law.

4. How We Disclose Personal Information

We may disclose personal information to the following categories of recipients when reasonably necessary for the purposes described in this Privacy Policy:

Shopify and ecommerce service providers that host, secure, support, or operate our online store and related services.
Payment processors, financial institutions, acquiring banks, payment networks, and issuing banks involved in processing, authenticating, settling, refunding, investigating, or disputing transactions.
Fraud-prevention, cybersecurity, identity-verification, and risk-management providers.
Manufacturers, distributors, warehouses, fulfillment providers, and shipping carriers when necessary to fulfill, deliver, investigate, return, replace, or support an order.
Customer-service, communications, cloud, hosting, data-storage, and IT providers that help us operate our business and support customers.
Analytics, advertising, and marketing providers where those services are enabled and permitted by applicable law.
Insurers, carrier-claim administrators, professional advisers, auditors, accountants, and legal counsel when reasonably necessary.
Government agencies, regulators, courts, law enforcement, or other parties when disclosure is required or permitted by law or is reasonably necessary to protect rights, safety, property, or the integrity of our services.
Parties to a business transaction, such as a merger, financing, acquisition, reorganization, sale of assets, or similar transaction, subject to applicable law.
Other parties at your direction or with your consent.

Service providers and other recipients may process information according to their roles, applicable agreements, legal obligations, and their own privacy notices where they act independently.

Shopify processes customer information in connection with the services it provides to merchants. Shopify may also process certain information for its own consumer services, such as Shop or Shop Pay, under Shopify's applicable privacy terms. You can review Shopify's consumer privacy information at Shopify Consumer Privacy Policy.

5. Payment Disputes, Chargebacks, and Transaction Evidence

If a customer raises a billing question, payment dispute, chargeback, delivery dispute, refund dispute, or similar claim, OrthoTape may collect, preserve, review, and disclose information reasonably relevant to investigating, responding to, contesting, or resolving that matter.

Relevant information may include, where available and applicable:

Order and payment records
Billing and shipping information
Checkout and policy-acceptance records
Terms-and-conditions acceptance timestamps
Applicable policy, product, price, and transaction-specific disclosures
IP, device, browser, network, AVS, geographic, and fraud-risk information where lawfully collected or made available to us
Shipping, carrier-acceptance, tracking, delivery, signature, photograph, GPS, locker, or pickup records
Return Authorization requests and return declarations
Return tracking, package condition, inspection records, and inspection photographs
Refund, credit, cancellation, and payment-network reference information
Email, chat, form, and other customer-service communications

We may provide relevant records to Shopify, our payment processor, acquiring bank, payment network, issuing bank, carrier, insurer, or another authorized dispute-resolution participant when reasonably necessary to address the claim.

We may retain information relating to a pending or reasonably anticipated payment dispute, legal claim, investigation, or regulatory matter for the period reasonably necessary to resolve the matter and satisfy applicable legal, accounting, payment-network, or recordkeeping requirements.

Nothing in this Privacy Policy limits a customer's billing-error, dispute, chargeback, privacy, or other rights provided by applicable law or by the customer's payment provider.

6. Cookies, Analytics, and Similar Technologies

We and our service providers may use cookies, pixels, tags, local storage, software development kits, and similar technologies to operate the Site, maintain sessions and preferences, secure transactions, prevent fraud, analyze performance, understand Site usage, and, where enabled, support advertising or marketing.

For information about cookies associated with Shopify's platform, you may review Shopify's Cookie Policy.

Where our Site provides a cookie banner, privacy settings, or other consent or opt-out controls, you may use those controls to manage available choices. You may also adjust browser settings to block or delete cookies. Blocking certain cookies can affect Site functionality, account features, cart behavior, or checkout.

7. Marketing, Email, and SMS Communications

Where permitted, we may use contact information to send product updates, promotions, newsletters, surveys, or other marketing communications. You can unsubscribe from promotional email by using the unsubscribe mechanism included in the message.

If you opt in to SMS/text messages, you may opt out as instructed in the message, including by replying STOP where supported.

We do not sell, rent, or share mobile phone numbers or SMS opt-in consent information with third parties for those third parties' own marketing purposes. We may provide this information to messaging, telecommunications, ecommerce, and other service providers as necessary to deliver messages or operate the requested service on our behalf.

Opting out of marketing does not prevent us from sending non-promotional communications that are reasonably necessary for an existing order, transaction, account, return, warranty claim, security issue, or legal notice.

8. U.S. State Privacy Disclosures

Depending on where you reside and whether a particular state privacy law applies to OrthoTape and the relevant processing activity, you may have additional privacy rights. During the preceding 12 months, depending on your interactions with us, we may have collected and disclosed for business purposes the following categories of personal information:

Category	Examples	Typical Categories of Recipients
Identifiers and customer-record information	Name, email, telephone number, billing and shipping address, account identifiers	Shopify/ecommerce providers, payment providers, fulfillment partners, carriers, customer-service and IT providers
Commercial information	Products viewed or purchased, order history, returns, refunds, warranties, shipping selections	Ecommerce providers, payment providers, fulfillment partners, carriers, analytics providers
Internet or electronic network activity	IP address, browser, device, cookie identifiers, Site activity, diagnostic and security information	Ecommerce, hosting, security, analytics, and where enabled advertising providers
Geolocation-related information	Shipping address and approximate location derived from IP or other technical information	Ecommerce, payment, fraud-prevention, fulfillment, and shipping providers
Financial and transaction information	Payment status, authorization results, payment method, masked card details, refund and transaction references	Payment processors, financial institutions, card networks, fraud-prevention providers
Communications and user-provided content	Emails, chats, forms, return requests, photos, videos, claim documentation	Customer-service, cloud, warranty, fulfillment, carrier, insurer, payment-dispute, and legal-service providers as applicable
Potentially sensitive information voluntarily provided	Health-related or medical-product information, measurements, fit information, and other information you choose to provide in seeking product support	Customer-service providers and other recipients only as reasonably necessary for the requested service, transaction, claim, security, legal, or dispute purpose
Security and risk information	AVS results, fraud-risk indicators, transaction-verification signals, account or order risk information	Shopify, payment providers, financial institutions, and fraud/security providers

Sale, Sharing, and Targeted Advertising

We do not sell personal information for money. Some state privacy laws define "sale," "sharing," or "targeted advertising" more broadly than an exchange of information for money. Where advertising or analytics technologies are enabled, certain disclosures of identifiers, commercial information, or Internet/network activity to advertising or analytics providers may be treated as a "sale," "sharing," or "targeted advertising" activity under an applicable law.

Where an applicable law provides an eligible consumer with a right to opt out of such activity, you may use privacy controls made available on our Site where available or contact us using the information below. We will process qualifying requests as required by applicable law.

We do not use health-related information voluntarily provided for product support to infer unrelated characteristics about you or for targeted advertising.

9. Your Privacy Rights and Choices

Depending on your jurisdiction and subject to applicable exceptions, you may have rights concerning your personal information, including:

Access or right to know what personal information we maintain about you and information about how it is used or disclosed.
Correction of inaccurate personal information.
Deletion of qualifying personal information.
Portability or receipt of certain personal information in a usable format.
Opt-out of qualifying sale, sharing, or targeted advertising activities where applicable.
Limitation or restriction of certain uses or disclosures of sensitive personal information where applicable.
Withdrawal of consent where processing is based on consent.
Appeal of certain decisions concerning a privacy request where applicable law provides that right.
Non-discrimination for exercising privacy rights protected by applicable law.

These rights are not absolute. Applicable law may permit or require us to retain or continue using information for purposes such as completing a transaction, administering a return or warranty, maintaining tax or accounting records, detecting or preventing fraud, protecting security, complying with law, or establishing, exercising, or defending legal claims, including a pending or reasonably anticipated payment dispute.

To submit a privacy request, contact us at help@orthotape.com or call 800-580-9887. Please describe the privacy right you wish to exercise and provide enough information for us to locate the relevant records.

We may need to verify your identity before completing certain requests. Verification information will be used for the request and related security purposes. Where permitted by law, an authorized agent may submit a request on your behalf, and we may require appropriate proof of authorization or direct verification with you.

10. Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. We also rely on security measures provided by Shopify, payment processors, hosting providers, and other service providers.

No security system, transmission method, or storage system can be guaranteed to be completely secure. Please do not send payment-card numbers, passwords, unnecessary medical records, or other highly sensitive information through ordinary email unless specifically requested through an appropriate method.

11. Data Retention

We retain personal information for different periods depending on the type of information and the purposes for which it is used.

Retention considerations may include:

How long information is needed to fulfill and support an order
Return, refund, warranty, and shipping-claim periods
Payment-processing, dispute, chargeback, and payment-network timeframes
Fraud-prevention, account-security, and transaction-verification needs
Tax, accounting, financial, and business-record requirements
Regulatory, product-safety, recall, and legal obligations
Pending or reasonably anticipated disputes, investigations, litigation, or other legal claims

When personal information is no longer reasonably necessary for a legitimate business or legal purpose, we may delete, de-identify, or anonymize it, subject to technical limitations and service-provider retention requirements.

12. Children's Privacy

OrthoTape.com is not directed to children under 13, and we do not knowingly collect personal information directly from children under 13. If you believe a child has provided personal information to us inappropriately, please contact us so we can review the matter and take appropriate action.

13. International Visitors and Data Transfers

OrthoTape is based in the United States. If you access the Site or purchase from outside the United States, personal information may be processed in the United States and other countries where Shopify or our other service providers operate.

Where applicable law requires safeguards for international transfers, we and our service providers may use recognized legal transfer mechanisms, contractual protections, or other lawful transfer methods as appropriate.

14. Third-Party Websites and Services

Our Site may contain links to third-party websites, manufacturer resources, carriers, payment services, social platforms, or other services that we do not control. Their privacy practices are governed by their own policies. We encourage you to review those policies before providing personal information directly to a third party.

15. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in our business practices, technology, service providers, legal requirements, or regulatory guidance. When we update it, we will post the revised version on OrthoTape.com and update the date shown above. If applicable law requires additional notice or consent for a material change, we will provide it as required.

16. Contact Us

Questions or requests concerning this Privacy Policy or our handling of personal information may be directed to:

K10 Medical Supply LLC dba OrthoTape.com
49 Browns Cove Road STE 7
Ridgeland, SC 29936
United States

Email: help@orthotape.com
Phone: 800-580-9887
Website: https://orthotape.com