Terms of service

Terms of Service

Last Updated: September 17, 2026

This website is operated by K10 Medical Supply LLC dba OrthoTape.com. Throughout these Terms, "OrthoTape," "we," "us," and "our" refer to K10 Medical Supply LLC dba OrthoTape.com.

These Terms of Service govern your use of OrthoTape.com and purchases made through our website. Please review these Terms and the policies incorporated into them before completing a purchase.

1. Agreement to Terms and Incorporated Policies

By accessing or using OrthoTape.com, creating an account, placing an order, purchasing merchandise, or otherwise using our services, you agree to these Terms of Service and the applicable policies and transaction-specific disclosures made available to you.

The following Shopify store policies are expressly incorporated into and form part of these Terms of Service:

Product-specific restrictions, sizing requirements, configuration requirements, return conditions, cancellation restrictions, restocking fees, fulfillment information, shipping information, and other material terms clearly disclosed on a product page, in the cart, or during checkout also form part of the terms applicable to that transaction.

2. Required Terms-and-Conditions Checkbox and Electronic Acceptance

OrthoTape may require customers to affirmatively accept these Terms of Service and incorporated policies before completing a purchase.

When the cart or checkout presents a required checkbox or similar acceptance control stating that you agree to OrthoTape.com's Terms of Service, Returns and Refunds Policy, Shipping Policy, or other identified policies, checking that box constitutes your affirmative electronic acceptance of the identified terms and policies.

Where such an acceptance control is required, you may not be permitted to continue with checkout or complete the purchase until acceptance is provided.

Checking the required acceptance box confirms that you were provided access to the identified policies before completing your purchase and that you agree to be bound by those policies to the extent permitted by applicable law.

Electronic Acceptance Records

OrthoTape and its authorized service providers may maintain records relating to your electronic acceptance, including where available:

Order number
Order date and time
Acceptance date and time
The acceptance statement presented to the customer
Applicable policy links or policy information
Customer or transaction information associated with the order
Checkout session information
IP address, browser, device, or transaction information where lawfully collected

These electronic records may be used to document the customer's affirmative acceptance of the applicable terms and policies.

3. Terms Applicable at the Time of Purchase

A completed purchase is governed by the terms, policies, product disclosures, prices, shipping charges, return conditions, and other material transaction information that were applicable and made available when the order was placed.

Later changes to our Terms of Service, Returns and Refunds Policy, Shipping Policy, or other store policies do not retroactively change the material terms governing a previously completed purchase unless required by applicable law or separately agreed to by the parties.

OrthoTape may maintain historical or archived records of policies, checkout disclosures, and acceptance records for the purpose of establishing which terms applied to a particular transaction.

4. Eligibility and Permitted Use

By using this website or placing an order, you represent that you are legally capable of entering into the transaction or are acting with appropriate authorization on behalf of a person, company, facility, organization, or other purchaser.

You may use OrthoTape.com only for lawful purposes.

You may not use our website or services to:

Engage in unlawful or fraudulent activity
Provide knowingly false or misleading information
Attempt unauthorized access to accounts, systems, or data
Interfere with website operation or security
Transmit malicious software or harmful code
Improperly scrape, crawl, or exploit the website
Engage in fraudulent payment, return, refund, warranty, or order activity

5. Customer Accounts and Information

If you create a customer account, you are responsible for maintaining the confidentiality of your account credentials and for activity conducted through your account.

You agree to provide current, complete, and accurate information when placing an order, including billing information, shipping information, email address, payment information, and other information reasonably required to process the transaction.

Please contact us at help@orthotape.com if you believe your account or transaction information has been used without authorization.

6. Products, Medical Products, Sizing, and Product Selection

OrthoTape sells orthopedic, rehabilitation, casting, bracing, mobility, medical-support, and related products.

We make reasonable efforts to provide accurate product descriptions, images, specifications, sizing information, and configuration information. Manufacturers may modify packaging, labeling, specifications, materials, colors, designs, or other product characteristics without advance notice.

Customers are responsible for reviewing applicable product information before ordering, including:

Size charts
Measurement instructions
Left/right selections
Medial/lateral selections
Model and configuration selections
Color selections
Product specifications
Manufacturer instructions

Fit can vary based on anatomy, swelling, measurement technique, body shape, product design, and other individual factors. A sizing chart or recommendation cannot guarantee a particular fit for every person.

If a healthcare professional has prescribed or recommended a particular product, configuration, size, or method of use, the customer is responsible for ensuring that the product ordered is consistent with those instructions.

Information provided on OrthoTape.com is primarily for product education and general informational purposes and is not a substitute for individualized medical diagnosis or treatment when professional medical care is appropriate.

7. Orders and Order Acceptance

Submitting an order constitutes an offer to purchase the selected merchandise according to the information and terms presented before the order is completed.

Receipt of an order confirmation does not necessarily mean that an order has been finally accepted, fulfilled, or shipped.

We may review, hold, limit, decline, or cancel an order when reasonably necessary for legitimate business reasons, including:

Payment authorization issues
Suspected fraud or unauthorized payment activity
Address or identity-verification concerns
Inventory discrepancies
Product discontinuation
Incorrect product or pricing information
Regulatory or shipping restrictions
Unusual transaction activity
Quantity limitations

If an order is cancelled after payment has been collected and merchandise has not been supplied, the applicable payment will be refunded as required.

8. Pricing, Payment, and Taxes

Product prices, shipping charges, discounts, taxes, and other applicable charges are displayed during the purchasing process.

You agree to pay the amount presented and accepted when the order is submitted.

Payment transactions may be processed through Shopify Payments, Shop Pay, card networks, financial institutions, or other authorized payment providers.

Applicable sales, use, excise, or similar taxes may be collected based on applicable law and the information available to us at the time of purchase.

We reserve the right to correct an obvious pricing, calculation, or website error where permitted by applicable law. If a material correction affects an order, we may contact the customer or cancel and refund the affected transaction as appropriate.

9. Order Verification and Fraud Prevention

OrthoTape and its authorized service providers may evaluate transaction information for fraud prevention, payment security, and order verification.

Information considered may include, where lawfully available:

Billing and shipping information
Address Verification Service results
Payment authorization results
Fraud-risk indicators
IP address
Device or browser information
Geographic information
Order history
Customer contact information

We may request additional verification before fulfilling an order when reasonably necessary.

10. Shipping, Fulfillment, and Delivery

Our complete Shipping Policy is expressly incorporated into these Terms and governs order processing, fulfillment, shipping, carrier service, delivery, shipping damage, lost shipments, delivery disputes, international shipping, and related matters.

Please review the Shipping Policy before completing a purchase.

Order-processing time and carrier transit time are separate. Selecting an expedited carrier service does not necessarily mean that an order will leave the warehouse on the same day unless same-day shipment is expressly promised for that transaction.

Carrier tracking, delivery scans, delivery photographs, GPS or geolocation information, signatures, locker records, pickup records, and other carrier records may be used when establishing shipment or delivery.

11. Returns and Refunds

Our complete Returns and Refunds Policy is expressly incorporated into these Terms and governs all returns, refunds, return-condition requirements, return shipping, restocking fees, refund calculations, and related matters.

Customers should review the Returns and Refunds Policy before completing a purchase.

Subject to product eligibility and the complete Returns and Refunds Policy:

Eligible products may generally be returned within 60 days from the date of delivery.
Voluntary returns must generally be unused, unworn, clean, complete, and in the required original packaging.
Merchandise must generally be in a condition allowing it to be resold as new.
Used, worn, soiled, contaminated, altered, molded, heated, modified, damaged after delivery, or otherwise ineligible merchandise does not qualify for a refund under our voluntary return policy.
The customer is responsible for return shipping on voluntary customer returns unless OrthoTape specifically agrees otherwise.
Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns.
Receipt of a returned package by OrthoTape does not itself constitute approval of a refund.
Returned merchandise is subject to inspection before a refund is approved.

The restrictions above do not prevent a legitimate claim involving a product defect, shipping damage, fulfillment error, applicable manufacturer warranty, or another right or remedy that applicable law does not permit us to exclude.

12. Restocking Fee Acknowledgment

By completing a purchase, including by affirmatively accepting these Terms through a required terms-and-conditions checkbox when presented, you acknowledge the restocking-fee provisions contained in our Returns and Refunds Policy.

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

20% Free or Promotional Shipping Restocking Fee

Eligible voluntary returns of merchandise originally shipped with free or promotional outbound shipping may be subject to a 20% restocking fee as described in the Returns and Refunds Policy.

50% Missing Original Packaging or Components

An otherwise eligible unused product returned without required original product packaging, product bags, boxes, instructions, components, accessories, labels, or other required original materials may be subject to a 50% restocking fee.

50% Damaged Packaging or Returned Packaging Condition

An otherwise eligible unused product returned with damaged packaging, missing components, markings, labels, tape, writing, crushing, tears, packaging contamination, or other material deterioration of the packaging or required original materials that prevents the product from being resold as new may be subject to a 50% restocking fee.

The 50% restocking fee applies only to an otherwise eligible unused product. It is not a substitute for the no-refund rule applicable to merchandise that itself has been used, worn, soiled, contaminated, altered, molded, heated, modified, damaged after delivery, or otherwise made ineligible for a voluntary return. Such merchandise is not eligible for a voluntary-return refund as provided in our Returns and Refunds Policy.

If the product or its packaging arrived from OrthoTape in damaged condition, the customer should follow the damaged-product procedure in our Returns and Refunds Policy so the condition can be evaluated as an order problem rather than customer-caused return damage.

Restocking Fees Do Not Stack

Percentage-based restocking fees are not cumulative. If more than one percentage-based restocking category applies to the same item, the highest applicable restocking percentage is used rather than adding the percentages together.

For example, a product normally subject to a 20% brand-specific fee that is returned without required original packaging may be subject to the applicable 50% packaging-condition fee rather than a combined 70% fee.

Non-refundable original outbound shipping and customer-paid return shipping are separate from percentage-based restocking fees.

13. Return Authorization Requests

Customers requesting a return should use our return-request process at:

Start a Return / Request a Return Authorization

The return-request page is an operational page used to submit a Return Authorization request. It is not a replacement for the official Returns and Refunds Policy.

The official Returns and Refunds Policy governs return eligibility, product-condition requirements, refund calculations, restocking fees, return shipping, and all other return and refund terms.

Submitting a return request, receiving a Return Authorization number, or delivery of returned merchandise to OrthoTape does not by itself constitute approval of a refund. Returned merchandise is subject to inspection and the applicable Returns and Refunds Policy.

14. Wrong Product, Shipping Damage, Defects, and Product-Specific Warranties

If you believe OrthoTape shipped the wrong product, merchandise arrived damaged, components are missing, or a product appears defective, please contact us at help@orthotape.com.

We may request reasonable documentation such as:

Order information
A description of the issue
Photographs of the product
Photographs of the affected area
Photographs of product packaging
Photographs of the shipping container
Shipping-label information
Video where reasonably useful to demonstrate the issue

Please retain the merchandise and relevant packaging while the issue is being evaluated if those materials may be needed for a carrier, manufacturer, fulfillment, or product investigation.

Claims resulting from an OrthoTape fulfillment error, verified shipping damage, or other issue for which OrthoTape is responsible are not treated as ordinary voluntary customer returns.

Some products may include a manufacturer warranty, product-specific written warranty, or an OrthoTape warranty expressly stated for that particular product. When such a warranty applies, its written terms, duration, exclusions, and remedies govern that warranty claim.

Nothing in these Terms creates a blanket or fixed-duration OrthoTape warranty applicable to every product sold through OrthoTape.com.

Disposable, consumable, single-use, hygiene-sensitive, limited-use, or similar products do not automatically receive a separate OrthoTape warranty merely because they were purchased through OrthoTape.com. An OrthoTape warranty applies only when such coverage is expressly stated on the applicable product page, in manufacturer materials, or in written product documentation provided for that product.

Nothing in this section limits a statutory warranty, consumer-protection right, product-safety right, or other remedy that applicable law does not permit us to disclaim or waive.

15. Order Cancellation

Orders may enter fulfillment shortly after they are submitted.

Cancellation requests are not guaranteed once an order has entered fulfillment or shipping processing.

If an order has already shipped, the transaction will generally be handled according to our Returns and Refunds Policy rather than as an order cancellation.

Any product-specific cancellation restriction disclosed before purchase also applies to the affected transaction.

16. International Orders

Where international shipping is available, customers may be responsible for duties, import taxes, VAT, GST, brokerage fees, customs charges, regulatory requirements, permits, licenses, or other destination-country requirements unless a particular charge is expressly included at checkout.

International orders are also subject to the complete Shipping Policy.

17. Third-Party Services and Links

Our website may use, integrate with, or link to services provided by third parties, including Shopify, payment processors, financial institutions, manufacturers, distributors, shipping carriers, analytics providers, communications providers, and other service providers.

Third-party services may be governed by their own terms and privacy policies.

OrthoTape is not responsible for the independent practices, availability, content, or security of third-party services that we do not control.

18. Intellectual Property

OrthoTape.com content, including original text, graphics, logos, original product descriptions, original images, website designs, and other original materials, is owned by or licensed to OrthoTape and is protected by applicable intellectual-property laws.

Manufacturer names, trademarks, product names, logos, photographs, and other manufacturer-owned materials remain the property of their respective owners.

You may not reproduce, republish, distribute, sell, or commercially exploit substantial portions of our original website content without authorization except where permitted by applicable law.

19. Reviews, Feedback, and Customer Submissions

If you submit reviews, comments, photographs, videos, suggestions, feedback, or other content to OrthoTape, you represent that you have the right to provide that material and that it does not unlawfully violate another person's rights.

You may not knowingly submit content that is unlawful, fraudulent, defamatory, threatening, infringing, malicious, or materially deceptive.

We may moderate, remove, decline to publish, or retain user-submitted content where permitted by applicable law.

20. Privacy and Personal Information

Our collection, use, retention, and disclosure of personal information are governed by our Privacy Policy.

Personal information may be processed by Shopify and other authorized service providers as necessary to operate the store, process payments, prevent fraud, fulfill orders, administer returns and refunds, investigate disputes, and provide customer service.

21. Errors, Inaccuracies, and Omissions

Information on our website may occasionally contain typographical errors, inaccurate information, omissions, outdated information, or technical errors involving product descriptions, specifications, pricing, promotions, shipping charges, transit times, availability, or other information.

We reserve the right to correct errors or update information as appropriate.

If a material error affects an existing order, we may contact the customer and take reasonable corrective action, including cancellation and refund where appropriate and permitted by applicable law.

22. Disclaimer

We make reasonable efforts to keep OrthoTape.com accurate, available, and secure. However, we do not guarantee that website access will always be uninterrupted, error-free, or free from technical problems.

Except for obligations expressly stated by OrthoTape, a product-specific manufacturer obligation, or rights imposed by applicable law, the website and related online services are provided on an "as available" basis.

Nothing in these Terms excludes any right, remedy, duty, or consumer protection that applicable law does not permit us to exclude.

23. Limitation of Liability

To the maximum extent permitted by applicable law, K10 Medical Supply LLC dba OrthoTape.com and its officers, employees, affiliates, agents, contractors, suppliers, and service providers will not be liable for indirect, incidental, special, exemplary, punitive, or consequential damages arising solely from use of the website or online services where such damages may lawfully be excluded.

This limitation does not apply to liability that applicable law does not permit us to limit or exclude.

Nothing in these Terms is intended to eliminate legally protected claims relating to product safety, fraud, gross negligence, willful misconduct, consumer-protection rights, or other rights that cannot lawfully be waived.

24. Indemnification

To the extent permitted by applicable law, you agree to indemnify and hold harmless K10 Medical Supply LLC dba OrthoTape.com and its affiliates, officers, employees, agents, contractors, and service providers from third-party claims arising directly from:

Your unlawful use of the website
Your material breach of these Terms
Your violation of the legal rights of another person

This provision does not require a customer to indemnify OrthoTape for OrthoTape's own unlawful conduct or liability that applicable law does not permit us to transfer.

25. Payment Disputes and Chargebacks

If you believe there is a problem involving a charge, order, shipment, return, refund, or other transaction, you agree to make a reasonable effort to contact OrthoTape at help@orthotape.com before initiating a chargeback or payment dispute so that we have an opportunity to investigate and attempt to resolve the matter.

This provision does not waive, eliminate, or restrict any billing-error, dispute, chargeback, consumer-protection, or other right that applicable law or payment-card rules do not permit you to waive.

If a chargeback, bank dispute, payment-provider dispute, or other payment investigation is initiated, OrthoTape may provide relevant transaction records and documentation to Shopify, our payment processor, acquiring bank, issuing bank, payment-card network, payment provider, carrier, insurer, or other authorized dispute-resolution participant.

Evidence provided in connection with a dispute may include, where applicable and available:

Order and payment records
Product descriptions and pricing information
Billing and shipping information
Checkout Terms and Conditions acceptance records
Policy-acceptance timestamps
The acceptance statement presented to the customer
The applicable Terms of Service
The applicable Returns and Refunds Policy
The applicable Shipping Policy
Archived or purchase-time versions of applicable policies
Product-page and transaction-specific disclosures
Payment authorization information
Address Verification Service results
Fraud-screening and transaction-verification information
IP, device, browser, or geographic information where lawfully collected
Carrier tracking information
Carrier acceptance and delivery records
Delivery photographs
Signature records
Locker or pickup records
Return Authorization requests
Customer return declarations
Return tracking
Return inspection records
Photographs documenting returned merchandise or packaging
Refund and credit records
Payment-network refund reference information where available
Email, chat, form, and other customer communications

OrthoTape may contest a payment dispute when our records reasonably show that the transaction was authorized, the merchandise was supplied as represented, delivery occurred, a refund was already issued, returned merchandise did not satisfy the disclosed return requirements, or the claim is otherwise inconsistent with the transaction records and applicable purchase-time terms.

If a payment dispute is already pending while a separate refund is being considered or processed, OrthoTape may coordinate with its payment processor before issuing additional funds to avoid an unintended duplicate credit or duplicate reimbursement.

Nothing in this section permits OrthoTape to withhold a refund or other remedy that applicable law requires us to provide.

26. Governing Law

These Terms of Service and transactions with K10 Medical Supply LLC dba OrthoTape.com are governed by applicable federal law and, where legally permitted, the laws of the State of South Carolina, without regard to conflict-of-law principles.

This choice of law does not deprive a consumer of mandatory protections provided by the law of the consumer's jurisdiction when those protections legally apply and cannot be waived by agreement.

27. Severability and No Waiver

If any provision of these Terms is determined by a court or other authority with proper jurisdiction to be invalid, unlawful, or unenforceable, that provision will be enforced to the maximum extent permitted by law or severed to the minimum extent necessary.

The remaining provisions will continue in effect unless applicable law requires otherwise.

If OrthoTape does not enforce a provision of these Terms in a particular situation, that does not permanently waive our right to enforce that provision or another provision in the future.

28. Changes to These Terms

We may update these Terms of Service as our business, products, technology, service providers, payment systems, policies, or applicable requirements change.

The current version will be made available through OrthoTape.com.

Material changes made after a completed purchase do not retroactively change the material terms governing that completed transaction unless required by applicable law or separately agreed to by the parties.

Future use of the website and future purchases may be governed by updated terms made available before that use or purchase.

29. Entire Agreement and Order of Precedence

These Terms of Service, together with the policies incorporated by reference and applicable transaction-specific disclosures, constitute the agreement governing use of OrthoTape.com and purchases made through the website.

The following policies are expressly incorporated:

For purposes of interpreting a transaction:

A specific material term clearly disclosed for a particular product or transaction before purchase controls that specific issue.
The Returns and Refunds Policy controls matters specifically involving returns, refund calculations, return condition, return shipping, restocking fees, and related return procedures.
The Shipping Policy controls matters specifically involving fulfillment, carrier service, shipment, delivery, and shipping-related claims.
These Terms of Service control other matters relating to use of the website and the overall transaction.

Nothing in this order-of-precedence provision overrides rights that applicable law does not permit the parties to modify by contract.

30. Contact

Questions concerning these Terms of Service or a transaction may be directed to:

K10 Medical Supply LLC dba OrthoTape.com
Email: help@orthotape.com