Last Updated: October 15, 2025
Welcome to OrthoTape.com! We're glad you're here. These Terms and Conditions outline the policies that govern your use of our website and your purchases from K10 Medical Supply LLC (doing business as OrthoTape.com). By placing an order with us, you agree to these terms.
This page incorporates and covers our complete Terms of Service, Privacy Policy, Return & Exchange Policy, Shipping Policy, and Warranty terms. We've written everything in plain language to make it easy to understand.
By providing your mobile phone number to OrthoTape.com, you consent to receive recurring automated marketing and transactional text messages from us at the phone number provided. These messages may include:
You understand that:
How to Opt-Out: You can opt-out at any time by replying STOP to any text message from us or by contacting us at support@orthotape.com. After opting out, you will receive one final confirmation message.
Help: For assistance, reply HELP to any text message or contact us at support@orthotape.com.
Carrier Information: Supported carriers include AT&T, T-Mobile, Verizon, Sprint, and other major carriers. Carriers are not liable for delayed or undelivered messages.
Privacy: We respect your privacy. Your mobile number and text message data will be used in accordance with our Privacy Policy. We will not sell or share your mobile number with third parties for their marketing purposes without your consent.
Terms: We may modify or terminate our text messaging service at any time. We reserve the right to change the phone number or short code we use to operate the service and will notify you of any changes. To the extent permitted by law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any message or information sent through the service.
By providing your phone number and opting in to receive text messages, you agree to these SMS Terms and Conditions and confirm that you are authorized to provide this consent.
We want you to be completely satisfied with your purchase! If something isn't quite right, we're here to help make it right.
Please go to this returns link to start a return:
Return Window
You have 60 days from the date you received your order to request a return. Items must be unused and in new condition. If your item is still unused after 60 days, please reach out - we're happy to work with you!
Return Fees
A flat $12 return label fee applies if you would like us to provide a prepaid return shipping label. Once you submit your return request, an invoice will be sent to you for payment. This fee must be paid before we can send you the label, and it covers the cost of shipping your item back to us.
If you prefer not to pay the $12 fee, you are welcome to take your return to any post office or UPS store and ship it back at your own expense using your preferred shipping method.
For Ossur products: We need to obtain a Return Authorization (RA) number from Ossur before processing your return. Don't worry - we'll handle this for you! For all other products, your Shopify order number serves as your RA number.
Exchanges
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:
Please note that standard shipping costs apply to new orders.
Restocking Fees
A 20% restocking fee may apply in these situations:
Warranty Coverage
We stand behind our products! We provide a 4-month warranty against manufacturing defects from your delivery date.
What we'll do: If a product fails due to a manufacturing defect, we'll replace it with the same item or a comparable alternative at no charge (including free shipping). If the product is discontinued, we'll offer a replacement or store credit equal to the purchase price.
How to file a warranty claim:
What's not covered: Customer error, accidental damage, or normal wear and tear are not covered under warranty.
Damaged During Shipping
If your item arrives damaged, please provide clear photos of both the damage and the packaging within 5 days of delivery. We need the packaging to file a claim with the carrier. Important: No refund or replacement can be provided if the packaging or product is discarded before we can document the damage.
About Refunds
Replacement is our standard remedy for defective items. Refunds for used products are only issued in rare, documented situations:
Full refunds require return of the item (when feasible), proof of purchase, and manager approval.
Return Authorization (RMA) Requirement
All returns and warranty claims require an RMA when necessary. Items must be returned using the provided RMA label and packaging instructions. In cases where disposal is authorized for hygiene or safety reasons, we'll require photographic evidence before disposal.
Documentation
To process returns and warranty claims, we collect product photos/videos, order history, support communications, and shipping information. If you're unable to provide requested information, your request may be delayed or denied.
Chargebacks & Disputes
You always have the right to contact your card issuer if you have concerns. However, if you initiate a chargeback before contacting us, card issuer timelines may limit our ability to issue replacements or refunds while the dispute is active. We encourage you to reach out to us first so we can resolve the issue quickly!
If a chargeback is filed, we'll respond with full documentation including order records, tracking information, RMA details, photos, correspondence, and proof of replacement to contest illegitimate disputes.
Consumer Protections
We comply with all applicable consumer protection laws and payment card network rules. This policy does not negate any statutory rights you may have.
We ship super fast, so please call us right away if you need to cancel or change an order: 800-580-9887
Most orders typically arrive in 3-4 business days even with economy or free shipping. We want you happy!
Orders with UPS Next Day Air and 2nd Day Air placed by 2 PM Eastern Standard Time (EST) will ship on the same business day Monday-Friday. The exception is Exos, DeRoyal, and DonJoy bracing items.
UPS Ground and Economy shipping may ship the following business day (NOT SAME DAY) depending on the volume of orders as well as holidays. UPS and Economy delivery times are estimated delivery times (not guaranteed).
UPS 2nd Day and Next Day have guaranteed delivery commitment times up to 9 PM depending on package volume. However, winter storms and strong thunderstorms may cause delays that are not covered by UPS or USPS.
We process orders Monday - Friday. We are closed on Saturday and Sunday.
Orders placed after 2 PM EST ship out the following business day Mon-Fri.
Please note: DeRoyal and DonJoy (DJO) Exos items have a 1 to 2-day delay before the product is shipped out.
OrthoTape offers expedited shipping options through UPS to get your products to you as quickly as possible. Please review the following important information about our UPS shipping services:
Next Day Air Service
UPS Next Day Air delivery is guaranteed by UPS as long as there are no weather conditions, flight delays, or other circumstances beyond their control that impact delivery. While we ship your order promptly to meet Next Day Air standards, the delivery guarantee is subject to UPS's terms and conditions.
2nd Day Air Service
Please note that UPS no longer guarantees 2nd Day Air delivery times. While we make every effort to ensure your package arrives within the estimated timeframe, delivery dates for 2nd Day Air shipments are estimates only and are not guaranteed by UPS.
Service Guarantee Information
For complete details about UPS service guarantees, terms, and conditions, please visit ups.com or contact UPS directly.
OrthoTape Late Delivery Refund Policy
Because UPS does not guarantee certain shipping services, OrthoTape has established the following customer refund policy for late deliveries:
To request a late delivery refund, please contact our customer service team with your order number and tracking information. We will verify the delivery date and process your refund promptly.
Our Commitment
OrthoTape is committed to shipping all orders as quickly as possible. We cannot control carrier delays, but we will always work with you to ensure your satisfaction with our service.
If you need to return an item, a flat $12 return label fee applies if you would like us to provide a prepaid return shipping label. Once you submit your return request, an invoice will be sent to you for payment.
Important: The $12 flat rate return shipping applies to domestic orders within the contiguous United States (lower 48 states) only. International customers, as well as customers in Alaska and Hawaii, are responsible for arranging and paying for their own return shipping.
If you prefer not to pay the $12 fee, you are welcome to take your return to any post office or UPS store and ship it back at your own expense using your preferred shipping method.
Products must be returned within 60 days of purchase and in new, unused condition. Start a return here: https://orthotape.com/account
USPS 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 or UPS, a claim must be filed with them to get a replacement or refund. If USPS or UPS deny 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.
Customers must inspect all packages within 5 days and report any suspected damage during shipping. After this time period, we reserve the right to not honor any warranty claims of damage 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.
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.
For questions or concerns, contact us at help@orthotape.com or call 800-580-9887
Processing Schedule
Order Changes & Cancellations
Because we ship so quickly, please call us right away at 800-580-9887 if you need to cancel or change an order.
Delivery & Package Security
USPS, FedEx, and UPS all use GPS location services to confirm delivery. You're responsible for ensuring your delivery address is a safe location for packages. If tracking shows your order was delivered but you didn't receive it, you'll need to file a claim with the carrier. If the carrier denies the claim (GPS confirms delivery), we cannot honor a replacement or refund, and you'll need to file a police report for theft.
Inspection Period
Please inspect all packages within 5 days of delivery and report any suspected shipping damage. After this period, we reserve the right to not honor warranty claims for shipping damage.
By using OrthoTape.com and placing orders with us, you agree to our complete Terms of Service. Our Terms of Service include important information about:
You can view our complete Terms of Service in the footer of our website or by contacting us.
We take your privacy seriously. Our Privacy Policy explains:
You can view our complete Privacy Policy in the footer of our website or by contacting us.
We're here to help! If you have any questions about these Terms and Conditions or need assistance with your order, please don't hesitate to reach out:
K10 Medical Supply LLC (dba OrthoTape.com)
49 Browns Cove Road North, Suite 7
Ridgeland, SC 29936
United States
Phone: 800-580-9887
Email: help@orthotape.com
Our customer service team is ready to assist you with any questions or concerns. We appreciate your business and look forward to serving you!
These Terms and Conditions are effective as of the date listed above and may be updated from time to time. Continued use of our website and services constitutes acceptance of any changes.
