Terms and Conditions
Last Updated: December 23, 2025
These Terms and Conditions ("Terms") are a legal agreement between you ("Customer", "you") and K10 Medical Supply LLC d/b/a OrthoTape.com ("OrthoTape", "we", "us", "our") governing your use of our website and the purchase of products from OrthoTape.com.
Company Contact:
K10 Medical Supply LLC d/b/a OrthoTape.com
49 Browns Cove Road, STE 7
Ridgeland, SC 29936 USA
Email (written notice): help@orthotape.com
Phone: (800) 580-9887
0. Acceptance of Terms (Binding Agreement)
By accessing our website, placing an order, or checking the box at checkout indicating acceptance of these Terms and our policies, you agree to be bound by these Terms. If you do not agree, do not place an order.
Electronic records. You agree that your checkout acceptance, electronic communications, order confirmations, and carrier tracking records constitute electronic records and may be used as evidence to resolve disputes.
1. Required Written Notice + Customer Verification (Fraud Prevention)
All issues must be reported in writing. To protect customers and prevent fraud, all order-related issues (including delivery questions, missing packages, sizing/fit, defects, warranty requests, returns, refunds, or billing disputes) must be reported to us in writing by either:
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Email sent from the same email address used at checkout, or
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U.S. Mail to the address listed above.
Identity verification. If you contact us from a different email address than the one used at checkout, we may require additional verification (order number, shipping address, last 4 digits of the payment method, etc.) before we can discuss or act on the order. This may delay resolution.
Phone calls/voicemails are not notice. Phone calls and voicemails are not accepted as "notice" for disputes because they are not reliably verifiable or preserved as written evidence.
2. Shipping, Delivery, and Package Security
2.1 Address accuracy + safe delivery location
You are responsible for providing a complete and accurate shipping address and a secure delivery location. This is especially important for apartments/condos, dorms, shared mailrooms, locker banks, reception desks, and other third-party receiving locations. OrthoTape is not responsible for loss after a carrier confirms delivery to the address provided at checkout.
2.2 Delivery confirmation (Delivered = Delivered)
If carrier tracking (UPS/USPS/FedEx) shows Delivered to the shipping address provided at checkout (including scan confirmation and/or GPS confirmation where available), the order is deemed delivered and our shipping obligation is complete.
2.3 Delivered-but-missing / theft (porch piracy)
If tracking shows Delivered but you cannot locate the package, you must notify us in writing within 7 calendar days of the delivery scan. 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.
2.4 Inspection period (shipping errors and damage)
You must inspect your shipment promptly upon arrival. Any claims for shipping damage, missing components, wrong item received, or DOA (dead on arrival) issues 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).
3. Sizing, Fit, and Medical Disclaimer
3.1 Manufacturer sizing + customer responsibility
Size charts and fit guidance displayed on our website are provided by the manufacturer and/or product documentation. Because we cannot measure customers, the Customer is responsible for taking correct measurements and selecting the correct size.
3.2 No medical advice
OrthoTape sells medical and orthopedic supplies, but we do not provide medical advice, diagnosis, prescribing, or treatment, and no clinician-patient relationship is created. Any product information or educational content is general in nature and not a substitute for professional medical guidance.
3.3 Professional consultation encouraged; "wrong size" disputes
Customers are responsible for consulting a qualified medical professional for product selection, sizing, fit, and safe use when appropriate. If a Customer alleges that OrthoTape "told them the wrong size" or that a sizing chart is "incorrect," the Customer must provide written documentation supporting that claim (for example: a written statement from a licensed clinician who evaluated the Customer, or manufacturer guidance showing the correct size based on proper measurements). Customer measurement errors, changes in swelling, preference-based fit choices, failure to consult a professional, or self-directed sizing decisions do not constitute merchant error and do not justify a chargeback.
4. Returns, Exchanges, and Refunds
4.1 Return window
Unless a product listing states otherwise, return requests must be initiated within 60 days of delivery.
4.2 Return condition requirements (unused/new condition)
Returned items must be unused, in new condition, and include original packaging, inserts, and accessories. Items showing signs of wear, use, odors, skin contact, hair, dirt, tape residue, or re-packaging damage may be rejected or subject to additional restocking/cleaning fees where permitted by law.
4.3 Return authorization (RMA) and documentation
To request a return or exchange, you must contact us in writing as described in Section 1 and obtain return instructions and, where required, an RMA. We may request photos/video to verify condition before authorizing a return.
4.4 Exchanges
Exchanges are subject to inventory availability and may require a new order. If an exchange is approved, the original item must meet the return condition requirements above.
4.5 Refund timing and method
Refunds are issued only after the return is received and inspected. Approved refunds are issued to the original payment method (or store credit where applicable and disclosed). Shipping charges are typically non-refundable unless required by law or due to our error.
4.6 Proof of return delivery required (refund not received disputes)
If you use your own return label, you must provide a tracking number and proof that the return was delivered to us. A Customer may not claim a refund is "owed" without proof that the return was delivered and received. Chargebacks filed for "refund not received" without proof of return delivery and compliance with these Terms will be disputed with documentation.
4.7 Restocking and return shipping
Unless required by law or due to our error, outbound shipping charges are non-refundable. Return shipping is the Customer's responsibility unless we provide a prepaid label in writing. A restocking fee may apply for certain returns (for example, for large/heavy items, special-order items, or items requiring additional inspection) as disclosed on the product page or in the return authorization instructions.
4.8 Non-returnable items (examples)
For safety and hygiene reasons and/or manufacturer restrictions, some items may be non-returnable or may only be returnable if unopened. Examples may include: opened hygiene items that contact skin, opened liners/undergarments, opened adhesives/tapes where packaging integrity is broken, clearance/final-sale items, and special-order items. The product listing and/or return authorization will control.
5. Defects, Damage, and Warranty
5.1 Evidence required for defect/warranty claims
Claims that an item is defective, damaged, incomplete, or not functioning must be submitted in writing and include objective evidence (clear photos from multiple angles and, when applicable, video demonstrating the problem, plus lot/serial labels if present). A statement alone (by email or phone) is not sufficient.
5.2 Troubleshooting and manufacturer evaluation
We may require troubleshooting steps, additional evidence, and/or return of the item for inspection. Some claims may require manufacturer review. Normal wear, misuse, improper application, modification, accidental damage, and customer error are not manufacturing defects.
5.3 Timing matters (prompt reporting)
Because delayed reporting can prevent accurate diagnosis of cause, Customers must report suspected defects promptly. Claims first reported long after delivery may be denied or redirected to manufacturer warranty procedures depending on the product and circumstances.
6. Chargebacks, Disputes, and Fraudulent Claims
6.1 Contact us first (written notice)
You always have the right to contact your card issuer. However, to minimize errors and fraud, you agree to provide written notice under Section 1 and allow us a reasonable opportunity to resolve the issue before escalating to a chargeback.
6.2 What we submit to contest illegitimate chargebacks
If a chargeback is filed, you agree that OrthoTape may provide the card issuer and processor with any relevant documentation, including: order details, proof of policy acceptance at checkout, product page disclosures, customer communications history, RMA/return records, photos/video provided (or lack thereof), and carrier tracking records showing delivery confirmation.
6.3 Delivery disputes
Chargebacks for "not received" may be disputed where carrier tracking shows Delivered to the checkout address. Claims of theft after confirmed delivery are handled under Section 2.3.
6.4 Sizing disputes
Chargebacks based on "wrong size" or alleged incorrect sizing advice may be disputed where the product listing includes the manufacturer sizing chart and the Customer did not provide the documentation required in Section 3.3.
6.5 Defect disputes without evidence
Chargebacks based on alleged defects may be disputed where the Customer did not provide the evidence required in Section 5.1 or did not allow reasonable troubleshooting/manufacturer evaluation.
6.6 Disputes do not create free product
Where a chargeback is reversed in our favor, the Customer remains responsible for payment. Where a chargeback is granted by the issuer, OrthoTape reserves the right to suspend future service to the Customer to prevent repeat fraud and to pursue lawful remedies for demonstrably fraudulent claims.
7. Reviews, BBB, and Public Statements
We welcome honest reviews and good-faith feedback. Nothing in these Terms is intended to prohibit or penalize lawful consumer reviews. However, we reserve the right to respond publicly with factual, non-confidential information to correct the record and to request correction or removal of content that is demonstrably false, fraudulent, abusive/harassing, or that discloses private/confidential information, consistent with platform rules and applicable law.
8. SMS/Text Message Consent
If you opt in to receive SMS/text messages from us, you consent to receive transactional or informational messages (e.g., order updates). Message and data rates may apply. Consent is not a condition of purchase. You may opt out at any time by following the opt-out instructions in the message or by contacting us in writing.
9. Privacy
We respect your privacy. We use customer information to process orders, provide support, prevent fraud, and comply with legal obligations. For additional details, please review our Privacy Policy on our website.
10. General Legal Terms
10.1 Pricing, errors, and availability
Prices, promotions, product descriptions, and availability may change without notice. We reserve the right to correct errors (including pricing errors) and to cancel or refuse orders where permitted by law.
10.2 Limitation of liability
To the fullest extent permitted by law, OrthoTape shall not be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, or goodwill, arising out of or related to your purchase or use of products. To the fullest extent permitted by law, OrthoTape's total liability for any claim shall not exceed the amount paid for the product(s) at issue.
10.3 Indemnification
You agree to indemnify and hold harmless OrthoTape from claims, damages, liabilities, and expenses arising from your misuse of products, violation of these Terms, or infringement of rights of any third party.
10.4 Governing law and venue
These Terms are governed by the laws of the State of South Carolina, without regard to conflict-of-law rules. Venue for disputes shall be in a court of competent jurisdiction located in South Carolina, unless applicable law requires otherwise.
10.5 Severability
If any provision of these Terms is held unenforceable, the remaining provisions shall remain in full force and effect.
10.6 Updates to these Terms
We may update these Terms from time to time by posting a revised version on this page and updating the "Last Updated" date above. Continued use of the site or purchases after changes constitutes acceptance of the revised Terms.
10.7 Consumer protections
Nothing in these Terms limits any non-waivable rights you may have under applicable law.
11. Contact Us
For written notices, questions, or support, contact us at help@orthotape.com or by U.S. Mail at the address listed at the top of this page.
