Returns

Need to return or exchange an item?

You can easily request a return or exchange directly from your order status page.

How to Request a Return or Exchange:

  1. Find your order confirmation email from OrthoTape.com
  2. Click the "View your order" button in the email, or visit your account page
  3. Click "Return items" on your order
  4. Select the items you want to return or exchange and provide a reason
  5. IMPORTANT: If you want to exchange for a different size or product, please mention this in the "Reason for return" field. Include the specific size or product you'd like to receive instead (e.g., "Exchange for size Small" or "Exchange for product XYZ"). Please include the new part number so we are certain to get you the correct size.
  6. Submit your request - we'll review it within 1-2 business days
  7. Receive your return label by email once approved

Don't have an account? No problem! Use the order status link in your confirmation email to access your order and request a return.

Return Policy

  • A flat $12 return label fee applies to all returns. This fee covers the prepaid shipping label to send your item back and will be deducted from your refund.
  • For Ossur products, a Return Authorization (RA) number must be obtained from Ossur before your return is processed. We will handle this for you once your request is submitted.
  • For all other products, your Shopify Order # will be used as the RA number.

Exchange Policy

  • Exchanges require payment of two shipping costs:
    • $12 return label fee for sending back the original item (deducted from your refund or added to your balance)
    • Standard shipping fee for the replacement item being shipped to you
  • You will receive a payment request or invoice by email for any balance due before your exchange is finalized.
  • Please specify in your return request what size or product you'd like to exchange for, and include the part number - this helps us process your exchange faster and ensures you get the correct size!

Products must be returned within 60 days of purchase and in new, unused condition. Defective or warranty issues may be exempt from fees — please note this when submitting your request.

Once you submit your return or exchange request, you'll receive detailed instructions by email within 1-2 business days.

Returns Policy

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!

Easy Returns:

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.

Warranty Items:

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

No Hassle Refunds:

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.

Shipping and Delivery:

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.

Authorized Dealer | 4-Month Manufacturer Warranty

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!