Returns Policy Summary
Thank you for submitting your return request. The information below summarizes the most important return requirements. All returns are governed by our complete Returns and Refunds Policy.
60-Day Return Period
Eligible products may be returned within 60 days from the date the order was delivered.
After your return request is reviewed, we will normally provide a Return Authorization (RA) number and return instructions within 1–2 business days.
Please follow the return instructions provided by OrthoTape and include the assigned RA number with your return. This helps our returns team properly identify and process your merchandise when it arrives.
Return Condition Requirements
Unless the return involves an approved warranty, defect, shipping-damage, or OrthoTape fulfillment-error claim, returned merchandise must be:
- Unused and unworn
- Clean and free of odors, smoke, pet hair, dirt, or other contamination
- Complete with all parts, accessories, components, and instructions originally supplied
- Returned in the original product bag, box, or other retail packaging
- In a condition that allows the product to be resold as new
Because many products sold by OrthoTape are medical and orthopedic devices, return-condition requirements are strictly enforced for health, hygiene, product-safety, and resale reasons.
Acceptance of a returned package at our facility does not constitute approval of a refund. All returned merchandise must be inspected before a refund is authorized.
Used or Worn Products
Products that have been worn, used, soiled, altered, modified, or otherwise show signs of use are not eligible for a refund under our voluntary return policy.
This restriction does not prevent a legitimate warranty or manufacturing-defect claim when use was necessary before the defect became apparent.
If an item is returned and determined to be used or otherwise ineligible for a voluntary return, no refund will be issued. If the customer wants the merchandise shipped back, the customer is responsible for the cost of that shipment.
Return Shipping
For voluntary customer returns, including returns due to size, fit, preference, ordering the wrong item, or no longer needing the product, the customer is responsible for return shipping costs.
OrthoTape does not normally provide prepaid return labels for voluntary returns.
If OrthoTape shipped the wrong product, the product arrived damaged or defective, or we specifically approve a prepaid label as part of a warranty or claim, we will provide the appropriate return instructions and shipping remedy.
Original Shipping Charges
Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns.
This includes returns due to size, fit, preference, ordering the wrong product, or no longer needing the product.
Original outbound shipping may be refunded when appropriate if OrthoTape shipped the wrong item, the merchandise was damaged or defective when received, or a shipping refund is otherwise required by applicable law.
Restocking Fees
Some products and return conditions are subject to restocking fees. Applicable restocking fees are deducted from the eligible merchandise price before the refund is issued.
20% Brand-Specific Restocking Fee
Eligible voluntary returns of the following brands are subject to a 20% restocking fee:
- EXOS
- DeSoutter
- DeRoyal
- DJO
- Enovis
- Aircast
An approved voluntary return of one of these products therefore receives 80% of the eligible merchandise price, before considering any separately non-refundable original shipping charge.
20% Restocking Fee on Free-Shipping Orders
Eligible voluntary returns of merchandise that was originally shipped with free or promotional outbound shipping are subject to a 20% restocking fee. This helps offset non-recoverable outbound fulfillment, shipping, and return-processing costs associated with the original order.
If a product already carries the 20% brand-specific restocking fee listed above, a second 20% fee is not added merely because the order also received free shipping.
50% Restocking Fee — Missing Original Packaging
An otherwise eligible unused product returned without its original product bag, box, retail packaging, or required components may be subject to a 50% restocking fee.
Medical products returned without their original packaging generally cannot be resold as new and have substantially reduced resale value.
50% Restocking Fee — Damaged Packaging or Returned Condition
An otherwise eligible unused product that is returned with damaged packaging, missing components, markings, labels, tape, writing, crushing, tears, or other damage that prevents the product from being resold as new may be subject to a 50% restocking fee.
If your order arrived from OrthoTape with damaged product packaging, please notify us within 5 business days of delivery and provide photographs so the condition can be documented before the product is returned.
Restocking Fees Do Not Stack
Percentage-based restocking fees are not cumulative. If more than one restocking-fee category applies to the same returned item, the highest applicable restocking percentage will be used rather than adding multiple percentages together.
For example, an EXOS product normally subject to a 20% restocking fee that is returned without its required original packaging may instead be subject to the applicable 50% packaging-condition fee. The two fees would not be added together to create a 70% restocking fee.
Non-refundable original outbound shipping and customer-paid return shipping are separate from percentage-based restocking fees.
How Your Refund Is Calculated
An approved refund is calculated from the eligible merchandise amount paid, less any applicable restocking fee or other deduction stated in our Returns and Refunds Policy.
Example: If merchandise cost $100.00, the product is subject to a 20% restocking fee, and the customer paid $12.00 for original shipping:
- Eligible merchandise: $100.00
- 20% restocking fee: -$20.00
- Refund to original payment method: $80.00
- Original $12.00 outbound shipping charge: non-refundable
Return Processing Time
Once your returned item is delivered to our return facility, please allow up to 30 days for inspection, processing, and issuance of an approved refund.
The return-processing period begins when OrthoTape receives the merchandise, not when the customer ships the package.
Refunds are issued to the original payment method whenever possible.
After OrthoTape submits a refund, the payment processor and customer's bank or card issuer control when the credit appears on the customer's account. Posting times vary by financial institution and may require additional business days.
Exchange Policy
OrthoTape does not process direct exchanges.
If you need a different size, side, color, model, or product, we recommend placing a new order for the replacement item and separately returning the original eligible product.
The replacement order is a new transaction and is subject to the product price and shipping charges applicable when the replacement order is placed.
The original return will be processed according to our Returns and Refunds Policy. A returned item does not automatically qualify for a full refund. Applicable restocking fees and non-refundable original outbound shipping charges will be deducted as stated in the policy.
Wrong Item, Shipping Damage, or Product Defect
If OrthoTape shipped the wrong product, or if merchandise arrived damaged or appears defective, please indicate this in your return request and provide the requested documentation.
For shipping-damage claims, please retain the merchandise and all packaging. We may request clear photographs of:
- The product
- The damaged area
- The inner packaging
- The outer shipping carton or mailer
- The shipping label
Do not discard the product or packaging until we confirm that it is no longer needed for the claim. Carrier and warranty investigations may require this evidence.
Approved claims resulting from an OrthoTape fulfillment error, verified shipping damage, or a covered manufacturing defect are not subject to voluntary-return restocking fees.
Warranty Claims
Unless a product page or manufacturer provides a different written warranty, K10 Medical Supply LLC dba OrthoTape provides a 4-month limited warranty against manufacturing defects beginning on the delivery date.
The warranty does not cover normal wear and tear, improper sizing, misuse, alteration, accidental damage, abuse, pet damage, improper cleaning, or other damage not caused by a manufacturing defect.
To evaluate a warranty claim, we may request:
- Your order number or proof of purchase
- A description of the problem
- Clear photographs of the claimed defect
- A short video when movement or mechanical operation is relevant
- Information about how long and under what conditions the product was used
- Return of the product when physical inspection is necessary
The normal remedy for an approved warranty claim is replacement of the same SKU or, when unavailable, a reasonably comparable replacement. If replacement is unavailable or is not a reasonable remedy under the circumstances, OrthoTape may provide store credit or a refund as appropriate.
Questions About a Pending Refund
If you are waiting for an approved refund and believe the credit has not appeared on your account, please contact us before assuming that the refund was not processed.
Email: help@orthotape.com
Phone: 800-580-9887
We can review the refund transaction and, when available, provide transaction or refund-reference information that may assist your bank or card issuer in locating the credit.
Complete Returns and Refunds Policy
This page summarizes the primary requirements that apply when requesting a return. The complete policy governing returns, refunds, restocking fees, shipping charges, product condition, warranty claims, and payment disputes is available here:
Read the Complete Returns and Refunds Policy
This policy should also be read together with our:
Need Help?
K10 Medical Supply LLC dba OrthoTape.com
49 Browns Cove Road STE 7
Ridgeland, SC 29936
Email: help@orthotape.com
Phone: 800-580-9887
Our customer service team is available to assist with return requests, refunds, product questions, shipping issues, and warranty claims.
