Last Updated: December 23, 2025
We want you to be satisfied with your purchase. This Returns, Refunds & Warranty Policy (“Policy”) explains how returns, refunds, and warranty claims work for orders placed on OrthoTape.com. This Policy is incorporated into our Terms & Conditions.
All return requests, refund questions, warranty claims, and order issues must be submitted in writing by either (a) email from the same email address used at checkout and using the above form or (b) U.S. Mail. If you contact us from a different email address, we may require additional verification before we can discuss or act on your order. Phone calls and voicemails are not accepted as written notice because they are not reliably verifiable/retained as written evidence.
Contact: help@orthotape.com
You have 60 days to request a return from the date you receive your item. If your item is unused, contact us — we may accept it after 60 days at our discretion.
To start a return, submit your request in the above form (preferred) or email us from your checkout email address. We will issue a Return Authorization (RA/RMA) number and return instructions within 1–2 business days. Returns sent without an RA/RMA (when required) may be refused, delayed, or returned to sender.
Returned items must be unused, in new condition, and include original packaging, inserts, and accessories. Items showing signs of use/wear, odors, dirt, skin contact, tape residue, hair, missing parts, or damaged packaging may be rejected or may be subject to a restocking/cleaning fee where permitted by law.
Some items may be non-returnable or restricted due to safety/hygiene concerns, manufacturer rules, special-order status, or “final sale/clearance” designation. The product listing and/or RA/RMA instructions control. When in doubt, contact us before opening or using the product.
We do not offer direct exchanges. For the fastest service, we recommend placing a new order for your replacement item while initiating your return for the original item. This lets your replacement ship immediately without waiting for your return to arrive and be processed. Standard shipping costs apply to the new order.
Refunds are processed only after the returned item is received and inspected and confirmed to meet the return requirements in this Policy.
Approved refunds are issued to the original payment method (or store credit where applicable and disclosed in writing). Shipping charges are typically non-refundable unless required by law or due to our error.
If you use your own return label, you must provide a tracking number and proof that the return was delivered to us. A customer cannot claim a refund is owed without proof the return was delivered and received. Chargebacks filed for “refund not received” without proof of return delivery and compliance with this Policy may be disputed with documentation.
We stand behind our products. We provide a 4-month warranty against manufacturing defects starting from the delivery date (unless the product listing states otherwise). Defective or damaged items may be eligible for replacement under warranty. Customer error, misuse, improper application, modification, accidental damage, and normal wear are not covered.
Warranty remedy: free replacement of the same SKU or a comparable SKU at our discretion (no shipping charge). If the SKU is discontinued, we will offer a replacement or store credit equal to the purchase price.
For any warranty or defect claim, you must provide objective evidence:
If an item is damaged during shipping, you must provide a clear photo of the damage and a photo of the packaging so we can file a carrier claim. No refund or replacement will be provided if the packaging or product is discarded before photos are taken and submitted.
Submit warranty/defect claims within 30 days of discovering the issue (we will accept later claims with reasonable justification). Delayed reporting can prevent accurate diagnosis and may result in denial or referral to manufacturer procedures.
No warranty replacement or refund will be issued unless an RA/RMA is granted when necessary. Items must be returned following the RA/RMA instructions and packaging requirements, unless we authorize disposal for hygiene/safety reasons (in that case, we require photographic evidence before disposal).
Refunds are not the standard remedy for warranty claims. Refunds will only be considered when: (a) replacement is impossible, (b) replacement would unreasonably delay a medically necessary device and no reasonable alternative exists, or (c) a documented good-faith exception is approved by management. A full refund may require return of the item (if feasible), proof of purchase, and manager approval.
UPS/USPS/FedEx may use delivery scans and GPS confirmation to verify delivery. Customers are responsible for ensuring their delivery location is safe and secure. If tracking shows Delivered, the order is considered delivered to the address provided at checkout.
If you believe a delivered package was stolen or is missing, you must (1) notify us in writing within 7 calendar days of the delivery scan, and (2) file a claim with the carrier. If the carrier denies the claim based on confirmed delivery, we cannot honor a replacement or refund. At that point, you may need to report theft to law enforcement.
OrthoTape.com is a medical supply retailer. We do not provide medical advice, diagnosis, prescribing, or treatment. Product information and any educational content is general and not a substitute for professional medical guidance. Customers are responsible for consulting a qualified healthcare professional regarding product selection, sizing, fit, and safe use when appropriate.
We may collect and rely on product photos/videos, order history, written support logs, RA/RMA records, and shipping/tracking information to evaluate requests. Customers who refuse to provide requested information may have their request denied or delayed.
Customers retain the right to contact their card issuer. However, initiating a chargeback before contacting us may delay resolution, and card issuer timelines may limit our ability to issue replacements or refunds while a dispute is active. We will respond to chargebacks with full documentation (order record, tracking, RA/RMA, photos, correspondence, and replacement proof) to contest illegitimate disputes.
We will comply with applicable consumer protection laws and payment card network rules. This Policy does not negate statutory rights.
Email (written notice): help@orthotape.com
For the fastest service, include your order number and contact us from the email address you used at checkout.
