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 approach offers several benefits:
Please note that standard shipping costs apply to new orders.
We want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help!
You have 60 days to return an item from the date you received it. If your item is unused, please let us know, and we'll be happy to accept it even after this period.
Simply submit your return request through your order status page, and we'll issue you a Return Authorization (RA) number with instructions within 1-2 business days.
If you have any issues with a product, we're happy to assist you! We guarantee our items to work or your money back with photo proof of failure. If the product fails, send us a clear video or photo, and we'll replace it or refund you 100% if we're at fault. Customer error or damage is not included in the policy.
For products damaged during shipping, please provide a clear photo of the damage along with a photo of the packaging to file a claim. No refund or replacement will be provided if the packaging or product is discarded.
Overview (short):
K10 Medical Supply LLC (dba OrthoTape) stands behind our products. Defective or damaged items are eligible for replacement under warranty. Refunds for used products are only issued in rare, documented exceptions (see Exceptions below). Customers may always dispute charges through their card issuer — please note doing so before contacting us may delay resolution.
Warranty (what we will do):
We provide a 4-month warranty against manufacturing defects from the delivery date.
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 a store credit equal to the purchase price.
Refunds (narrow and specific):
Refunds are NOT the standard remedy for warranty claims. They 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 requires return of the item (if feasible), proof of purchase, and manager approval.
Customer responsibilities for warranty/claim:
Submit claim within 30 days of discovering the issue (we'll accept later claims with reasonable justification).
Provide order number, photos (multiple angles), and a short description of the failure. If possible, provide a short video showing the failure.
For used products, answer the usage questions on the claim form (how long used, conditions of use, any modifications).
Returns & RMA requirement:
No warranty replacement or refund will be issued unless an RMA is granted when necessary. Items must be returned with the provided RMA label and packaging instructions (unless we authorize disposal for hygiene/safety reasons — in which case we require photographic evidence before disposal).
Evidence & Documentation:
We will collect product photos/videos, order history, support chat/email logs, and shipping/tracking info. Customers who refuse to provide requested information may have their request denied or delayed.
Chargebacks / Disputes:
Customers retain the right to contact their card issuer. If a customer initiates a chargeback before contacting us, we will still attempt to resolve the issue; however, card issuer timelines may limit our ability to issue replacements/refunds while a dispute is active.
We will respond to chargebacks with full documentation (order record, tracking, RMA, photos, correspondence, replacement proof) to contest illegitimate disputes.
Exceptions & Consumer Protections:
We will comply with applicable consumer protection and payment card network rules. This policy does not negate statutory rights.
Contact: help@orthotape.com
Items shipped with free shipping will have a 20% restocking fee, as shipping is not actually free, and we incur a cost from the shipping company. This cost will be deducted from the refund.
All EXOS, DeROYAL, and DJO Products have a 20% restock fee per manufacturer. The manufacturer charges us 20% to return these items.
The customer is responsible for return shipping costs.
USPS, FedEx, and UPS use GPS location services to identify where a product is delivered. Customers are responsible for ensuring their porch or address is a safe location to leave a package. If an order shows it was delivered by USPS, UPS, or FedEx, a claim must be filed with them to get a replacement or refund. If USPS, FedEx, or UPS denies the claim, we cannot honor the replacement or refund of the product as GPS shows a confirmed delivery. At that point, you will need to report the issue of theft to the police.
Our customer service team is here to assist you with any questions or concerns you may have. Feel free to reach out to us at any time!
Thank you for shopping with us. We appreciate your business and look forward to serving you again!
