Last Updated: May 5, 2026
This Shipping Policy applies to all orders placed on OrthoTape.com and is incorporated into our Terms & Conditions. By placing an order, you agree to the terms below.
Most in-stock orders ship within 1–2 business days (excluding weekends and holidays). Processing time may be longer during peak periods, promotions, or when additional verification is required.
We ship primarily using UPS and USPS (and may use other carriers when appropriate). Shipping options and estimated transit times are shown at checkout; transit times are estimates and are not guaranteed.
You are responsible for providing a complete and accurate shipping address at checkout, including apartment/unit numbers and any required delivery instructions. You are also responsible for providing a secure delivery location. This is especially important for apartments/condos, dorms, shared mailrooms, lockers, reception desks, and other third-party receiving locations. OrthoTape.com is not responsible for loss after carrier delivery confirmation.
If carrier tracking (UPS/USPS/FedEx) shows Delivered to the shipping address provided at checkout (including scan and/or GPS confirmation where available), the order is deemed delivered and our shipping obligation is complete.
If tracking shows Delivered but you cannot locate the package, you must notify us in writing within 7 calendar days of the delivery scan by either (a) email from the same email address used at checkout or (b) U.S. Mail. You may be required to cooperate with a carrier investigation/claim, provide a signed statement, and/or file a police report where appropriate. Refunds or replacements for delivered-but-missing packages are not guaranteed and depend on carrier findings and the circumstances.
If your tracking never shows "Delivered" and you believe your package has been lost in transit, you must notify us in writing within 30 calendar days of the order date. Claims reported after 30 calendar days of the order date will not be eligible for a replacement, refund, or carrier claim filing, and will be denied.
This deadline exists because UPS and USPS impose strict time limits on carrier claims, and delayed reporting prevents OrthoTape.com from filing a carrier claim on your behalf. By placing an order, you agree to this 30-day reporting requirement. No refund, replacement, or credit will be issued for non-delivery claims reported after 30 calendar days of the order date, regardless of the circumstances.
You must inspect your shipment promptly upon arrival. Claims for shipping damage, missing components, or the wrong item received must be reported in writing within 7 calendar days of delivery and must include clear photos of the outer box, inner packaging, and the product (and video where applicable). Claims reported after this period may be denied.
If a package is returned to us due to an incorrect/insufficient address, failure to retrieve from a pickup location, refusal of delivery, or carrier determination that the address is undeliverable, we may (at our option) reship the package at the customer's expense or refund the order minus shipping costs and any applicable fees.
Summary (Short Version): Orders shipped outside the United States may be subject to import duties, customs fees, taxes (including VAT, GST, HST, PST), brokerage fees, disbursement fees, carrier collection fees, or other charges imposed by the destination country, customs authority, or shipping carrier. These charges are not included in the product price or shipping price shown at checkout and are the sole responsibility of the customer. By placing an international order, you agree to these terms.
OrthoTape.com ships internationally to many countries worldwide. By placing an international order, the customer expressly acknowledges and agrees to the following:
(a) Import Duties, Taxes, and Customs Fees — Customer's Sole Responsibility. Orders shipped outside the United States may be subject to import duties, customs fees, taxes (including VAT, GST, HST, PST, and similar levies), brokerage fees, disbursement fees, carrier collection fees, border charges, or other charges imposed by the destination country's customs authority, government, or shipping carrier. These charges are not charged by OrthoTape.com, are not included in the product price or shipping price shown at checkout, and are the sole responsibility of the customer (as the importer of record and recipient). OrthoTape.com has no obligation to pay, advance, or reimburse any such charges.
(b) UPS Standard and Economy International Services. Please be aware that UPS Standard, UPS Worldwide Expedited, and other economy international shipping services may not include customs brokerage fees or all import-related charges in the shipping price shown at checkout. Additional charges — including but not limited to brokerage fees, disbursement fees, duties, taxes, and carrier collection fees — may be collected by UPS, the destination country's customs authority, or another carrier before or at the time of delivery. These charges are separate from and in addition to the shipping rate paid at checkout.
(c) Customer's Duty to Research Import Costs. The customer is responsible for researching and understanding all possible import costs, duties, taxes, and regulatory requirements applicable to their destination country before placing an order. By completing an international purchase on OrthoTape.com, the customer confirms they are the importer of record and accepts full responsibility for all import-related fees, compliance obligations, and regulatory requirements in their destination country.
(d) Import Eligibility. It is the customer's sole responsibility to verify that the product(s) ordered are legally permitted to be imported into their country prior to placing an order. OrthoTape.com makes no representation that any product is permissible for import in any particular jurisdiction. If a product is prohibited, restricted, or requires a special license or permit to import, the customer assumes full responsibility for that determination and any consequences arising from it. OrthoTape.com will not issue a refund if an item is seized, destroyed, or refused entry by customs due to import restrictions applicable to the customer's country.
(e) Refusal to Pay Import Fees — No Cancellation of Obligation. Refusal to pay customs fees, duties, taxes, brokerage fees, or carrier collection fees does not cancel the customer's responsibility for the order. If a package is refused, abandoned, returned, delayed, held by customs, or destroyed due to unpaid import charges or customer inaction, OrthoTape.com is not responsible for the loss, delay, return shipping charges, customs charges, or any related costs. Refunds, if any, will be at OrthoTape.com's sole discretion and may be reduced by outbound shipping costs, return shipping costs, customs charges, carrier fees, payment processing fees, and any other costs incurred by OrthoTape.com.
(f) No Liability for Customs Delays or Seizures. OrthoTape.com is not responsible for delays, losses, seizures, or destruction caused by customs processing, import inspections, or regulatory holds in the destination country. Delivery timeframes for international orders are estimates only and are not guaranteed.
(g) Chargeback and Dispute Protection. By completing checkout on OrthoTape.com, the customer acknowledges and agrees that international import duties, taxes, brokerage fees, carrier collection fees, and other import-related charges are entirely outside of OrthoTape.com's control. The existence, amount, or payment of such charges cannot be used as a basis for a chargeback, payment dispute, or claim that the order was misrepresented by OrthoTape.com. OrthoTape.com will contest any such chargeback or dispute with documentation of these disclosures and the customer's agreement at checkout.
(h) Abandoned, Unresponsive, or Refused Shipments. If a shipment is held by customs or a carrier and the customer fails to respond to communications from UPS, the carrier, or OrthoTape.com within a reasonable time, or if the customer refuses delivery, the shipment may be abandoned or destroyed. Because the cost of returning the item to OrthoTape.com may exceed the value of the product, OrthoTape.com reserves the right to authorize destruction of the package. In such cases, no refund will be issued. The customer's purchase price, shipping fees, and any duties or fees paid are non-refundable once the shipment has been destroyed or abandoned.
(i) Acknowledgment at Checkout. By completing an international purchase on OrthoTape.com, the customer confirms they have read, understood, and agreed to this International Shipping policy and accept full responsibility for all import requirements, costs, and compliance obligations in their destination country.
Checkout Notice for International Orders: "I understand that international orders may be subject to customs duties, taxes, brokerage fees, carrier collection fees, and other import charges that are not included at checkout and are my responsibility as the recipient/importer."
For shipping-related questions or claims, contact us in writing at help@orthotape.com (from the checkout email address) or by U.S. Mail to the address listed in our Terms & Conditions.
