Returns

Easy Returns :-)

 

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.

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.

Start a return here: https://orthotape.com/pages/returns

Return Processing Time:

Once we receive your returned item, please allow up to 30 days for your return to be inspected, processed, and your refund to be issued. This processing window exists to allow our returns team to thoroughly inspect each item for condition and completeness before a refund is approved. During periods of high volume or staffing constraints, processing may take the full 30 days. We appreciate your patience.

Refunds are issued to the original payment method. Once issued, your bank or card issuer may take an additional 3–10 business days to post the credit to your account.

Important: Please contact us at help@orthotape.com or call 800-580-9887 if you have questions about the status of your return before taking any other action. We are committed to resolving all return and refund requests within our stated processing window.

Exchange Policy

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:

• Your new order ships immediately without waiting for the return to arrive
• You can select from current inventory and available sizes
• You avoid delays in receiving your replacement item
• You'll receive a full refund once we receive and process your returned item

Please note that standard shipping costs apply to new orders.

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 request, you'll receive detailed instructions by email within 1-2 business days.

Condition of Returned Items

Because our products are medical devices, we hold all returns to a strict condition standard to protect the health and safety of all customers.

Used or Worn Items — No Refund

Any item that has been used or shows signs of wear will not be eligible for a refund. If a customer would like the item returned to them after we have received it in used condition, the customer will be responsible for paying return shipping costs.

Missing Original Bag or Box — 50% Restocking Fee

Items returned without the original bag or box the product came in will be assessed a 50% restocking fee. These products are medical devices and cannot be resold as new without their original packaging. This fee applies regardless of the condition of the product itself.

Damaged Packaging or Condition — 50% Restocking Fee

Any item that arrives back to us with damage that prevents it from being resold in new condition will be assessed a 50% restocking fee.

If your order was received with damaged packaging, you must notify us within 5 business days of receipt so we can make a note on your account. Failure to report damaged packaging within 5 business days of receipt will result in the 50% restocking fee being applied, as we will be unable to distinguish pre-existing damage from damage that occurred after delivery.

No Hassle Refunds — Restocking Fees:

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.

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:

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

Please contact us before initiating a chargeback or payment dispute. We are committed to resolving all return and refund requests within our stated 30-day processing window. Filing a chargeback is not an appropriate substitute for waiting for a refund that is actively being processed within our published policy timeframe.

If a customer initiates a chargeback before contacting us, or before our 30-day processing window has elapsed from the date we received the returned item, we will contest the chargeback with full documentation including: order records, tracking, RMA confirmation, return receipt, photos, and all correspondence. The chargeback fee assessed to us by the card network ($15 or more) is a direct cost caused by the dispute filing and is non-recoverable, even if a refund is ultimately issued.

Customers retain the right to contact their card issuer at any time. However, initiating a chargeback while a return is actively being processed within our stated window may result in the refund being delayed or reduced by applicable fees and deductions permitted under our policy, including the original outbound shipping cost and any applicable restocking fees.

We will respond to all chargebacks with full documentation to contest illegitimate disputes. We comply with all applicable consumer protection and payment card network rules. This policy does not negate statutory rights.

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.

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 | 800-580-9887

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!