Privacy Policy

Last Updated: September 21, 2026

This Privacy Policy explains how K10 Medical Supply LLC dba OrthoTape.com ("OrthoTape," "we," "us," or "our") collects, uses, discloses, and retains personal information when you visit OrthoTape.com, place or attempt to place an order, communicate with us, request a return or warranty review, submit product or claim information, or otherwise use our website, products, or services.

For purposes of this Privacy Policy, "personal information" means information that identifies, relates to, describes, can reasonably be linked with, or can reasonably be associated with an individual or household, where applicable law uses that or a similar definition.

This Privacy Policy should be read together with our Terms of Service, Returns and Refunds Policy, and Shipping Policy.

1. Personal Information We Collect

Information You Provide Directly

Depending on how you interact with OrthoTape, you may provide us with information including:

• Contact information, such as your name, email address, telephone number, billing address, shipping address, company or facility name, and other delivery information.
• Order information, such as products ordered, product variants, quantities, prices, discounts, shipping selections, taxes, order notes, purchase-order information where applicable, and order history.
• Account information, such as account identifiers and information used to maintain your customer account. Account credentials may be handled by Shopify or other service providers and are not necessarily available to OrthoTape.
• Customer-service information, including emails, chats, online-form submissions, return requests, warranty requests, product questions, and other communications with us.
• Photos, videos, and other documentation you choose to provide for shipping claims, returns, product-condition questions, warranty claims, fit questions, product support, payment disputes, or other customer-service purposes.
• Health-related or product-use information you voluntarily provide, such as measurements, fit information, injury or condition information, prescribed or recommended product details, or other information relevant to helping you with an orthopedic or medical product. Please provide only information reasonably necessary for the assistance you are requesting.
• Marketing and communication preferences, including email subscription preferences, SMS/text-message opt-in information, and related consent or opt-out records.

Checkout, Payment, Consent, and Transaction Records

When you place or attempt to place an order, we and our service providers may collect or maintain transaction-related information such as:

• Order date and time
• Products, variants, quantities, pricing, discounts, taxes, and shipping charges
• Billing and shipping information
• Payment authorization, payment status, payment method, card brand, masked card information, and other payment-confirmation information made available to us by payment providers
• Checkout and policy-acceptance records
• Terms-and-conditions acceptance timestamps where available
• The acceptance statement presented during checkout where available
• The content or version of terms, policies, product disclosures, or transaction-specific information applicable to a purchase where those records are maintained
• Refund, credit, cancellation, and payment-reference information

Complete payment-card numbers and card security codes are generally collected and processed directly by authorized payment providers and are not generally available to OrthoTape in complete form.

Information Collected Automatically

When you use our Site, we, Shopify, and authorized service providers may automatically collect certain technical and usage information, including:

• IP address
• Browser type and version
• Device type, operating system, and device or cookie identifiers
• Network and connection information
• Approximate location inferred from an IP address or other technical information
• Pages viewed, links clicked, products viewed, cart activity, referring pages, and interactions with the Site
• Diagnostic, error, performance, and security information

Fraud-Prevention and Transaction-Verification Information

We may receive or use information supplied by Shopify, payment processors, fraud-prevention providers, financial institutions, carriers, and other authorized service providers to evaluate transaction and account security. Depending on the transaction and provider, this may include:

• Address Verification Service (AVS) results
• Payment authorization and verification results
• Fraud-risk indicators, automated risk assessments, or transaction-security signals
• IP, device, browser, network, and geographic information where lawfully collected
• Order and account history
• Shipping, delivery, return, refund, and dispute information

Information We Receive from Third Parties

We may receive personal information from companies that help us operate our business, including Shopify, payment processors, financial institutions, fraud-prevention providers, manufacturers and distributors, fulfillment providers, shipping carriers, analytics providers, marketing providers, customer-service systems, and other service providers.

2. How We Use Personal Information

We may use personal information for the following purposes:

• Processing and fulfilling orders, including payment processing, order verification, inventory and fulfillment coordination, shipment, delivery, and order notifications.
• Providing customer service, including answering product questions, locating orders, responding to communications, and assisting with account or order issues.
• Processing returns, refunds, exchanges, warranty claims, and shipping claims, including evaluating product condition, return eligibility, refund amounts, replacement eligibility, and claim documentation.
• Maintaining transaction and consent records, including checkout, policy-acceptance, order, shipping, return, and refund records where available.
• Security, fraud prevention, and transaction verification, including detecting, investigating, preventing, or responding to suspected unauthorized activity, misuse, security incidents, or payment risk.
• Resolving billing questions, payment disputes, and chargebacks, including investigating the underlying transaction, responding to dispute allegations, preventing duplicate credits, and providing relevant evidence to authorized payment-dispute participants.
• Shipping and delivery administration, including carrier claims, delivery investigations, address verification, and proof-of-delivery review.
• Operating, troubleshooting, analyzing, and improving our Site and services, including performance analysis and understanding how customers use our Site.
• Marketing and advertising, where permitted by applicable law and consistent with your choices and applicable consent or opt-out requirements.
• Accounting, tax, legal, regulatory, and compliance purposes, including maintaining business records, responding to lawful requests, enforcing our agreements, and establishing, exercising, or defending legal claims.

3. Legal Bases Where Applicable

Where applicable data-protection law requires us to identify a legal basis for processing personal information, our legal bases may include:

• Performance of a contract, such as processing your order, taking payment, shipping merchandise, providing customer service, and administering returns, refunds, and warranties.
• Legitimate interests, such as protecting our business and customers, preventing fraud, maintaining security, improving our services, providing customer support, maintaining appropriate transaction records, and establishing, exercising, or defending legal claims, provided those interests are not overridden by your rights where applicable law provides otherwise.
• Legal obligations, such as tax, accounting, consumer-protection, regulatory, or lawful-process requirements.
• Consent, where applicable law requires consent, such as for certain marketing communications or non-essential tracking technologies. Where processing is based on consent, you may withdraw that consent as permitted by law.

4. How We Disclose Personal Information

We may disclose personal information to the following categories of recipients when reasonably necessary for the purposes described in this Privacy Policy:

• Shopify and ecommerce service providers that host, secure, support, or operate our online store and related services.
• Payment processors, financial institutions, acquiring banks, payment networks, and issuing banks involved in processing, authenticating, settling, refunding, investigating, or disputing transactions.
• Fraud-prevention, cybersecurity, identity-verification, and risk-management providers.
• Manufacturers, distributors, warehouses, fulfillment providers, and shipping carriers when necessary to fulfill, deliver, investigate, return, replace, or support an order.
• Customer-service, communications, cloud, hosting, data-storage, and IT providers that help us operate our business and support customers.
• Analytics, advertising, and marketing providers where those services are enabled and permitted by applicable law.
• Insurers, carrier-claim administrators, professional advisers, auditors, accountants, and legal counsel when reasonably necessary.
• Government agencies, regulators, courts, law enforcement, or other parties when disclosure is required or permitted by law or is reasonably necessary to protect rights, safety, property, or the integrity of our services.
• Parties to a business transaction, such as a merger, financing, acquisition, reorganization, sale of assets, bankruptcy, or similar transaction, subject to applicable law.
• Other parties at your direction or with your consent.

Service providers and other recipients may process information according to their roles, applicable agreements, legal obligations, and their own privacy notices where they act independently.

Shopify processes customer information in connection with the services it provides to merchants. Shopify may also process certain information for its own consumer services, such as Shop or Shop Pay, under Shopify's applicable privacy terms. You can review Shopify's consumer privacy information at Shopify Consumer Privacy Policy.

5. Payment Disputes, Chargebacks, and Transaction Evidence

If a customer raises a billing question, payment dispute, chargeback, delivery dispute, refund dispute, or similar claim, OrthoTape may collect, preserve, review, and disclose information reasonably relevant to investigating, responding to, contesting, or resolving that matter.

Relevant information may include, where available and applicable:

• Order and payment records
• Billing and shipping information
• Checkout and policy-acceptance records
• Terms-and-conditions acceptance timestamps
• The acceptance statement presented to the customer
• Applicable purchase-time policy versions
• Product, price, and transaction-specific disclosures
• IP, device, browser, network, AVS, geographic, and fraud-risk information where lawfully collected or made available to us
• Shipping, carrier-acceptance, tracking, delivery, signature, photograph, GPS, locker, or pickup records
• Return Authorization requests and customer return declarations
• Return tracking, package condition, inspection records, and inspection photographs
• Refund, credit, cancellation, and payment-network reference information
• Email, chat, form, and other customer-service communications

We may provide relevant records to Shopify, our payment processor, acquiring bank, payment network, issuing bank, carrier, insurer, or another authorized dispute-resolution participant when reasonably necessary to address the claim.

We may retain information relating to a pending or reasonably anticipated payment dispute, legal claim, investigation, or regulatory matter for the period reasonably necessary to resolve the matter and satisfy applicable legal, accounting, payment-network, or recordkeeping requirements.

Nothing in this Privacy Policy limits a customer's billing-error, dispute, chargeback, privacy, or other rights provided by applicable law or by the customer's payment provider.

6. Cookies, Analytics, Advertising, and Similar Technologies

We and our service providers may use cookies, pixels, web beacons, tags, local storage, software development kits, third-party libraries, and similar technologies to operate the Site, maintain sessions and preferences, secure transactions, prevent fraud, analyze performance, understand Site usage, and, where enabled, support advertising or marketing.

For information about cookies associated with Shopify's platform, you may review Shopify's Cookie Policy.

Where our Site provides a cookie banner, privacy settings, or other consent or opt-out controls, you may use those controls to manage available choices. You may also adjust browser settings to block or delete cookies. Blocking certain cookies can affect Site functionality, account features, cart behavior, or checkout.

Global Privacy Control

Our website recognizes the Global Privacy Control (GPC) signal where supported. When applicable law requires us to honor a GPC signal, we will treat the signal as a request to opt out of qualifying sale, sharing, or targeted-advertising activities for the browser or device transmitting the signal and, where technically possible, for an associated account.

Other than legally recognized preference signals such as GPC where applicable, we do not currently respond to ordinary browser "Do Not Track" signals.

7. Marketing, Email, and SMS Communications

Where permitted, we may use contact information to send product updates, promotions, newsletters, surveys, or other marketing communications. You can unsubscribe from promotional email by using the unsubscribe mechanism included in the message.

If you opt in to SMS/text messages, you may opt out as instructed in the message, including by replying STOP where supported.

We do not sell, rent, or share mobile phone numbers or SMS opt-in consent information with third parties for those third parties' own marketing purposes. We may provide this information to messaging, telecommunications, ecommerce, and other service providers as necessary to deliver messages or operate the requested service on our behalf.

Opting out of marketing does not prevent us from sending non-promotional communications that are reasonably necessary for an existing order, transaction, account, return, warranty claim, security issue, or legal notice.

8. U.S. State Privacy Disclosures

Depending on where you reside and whether a particular state privacy law applies to OrthoTape and the relevant processing activity, you may have additional privacy rights.

During the preceding 12 months, depending on your interactions with us, we may have collected and disclosed for business purposes the following categories of personal information:

Category	Examples	Typical Categories of Recipients
Identifiers and customer-record information	Name, email, telephone number, billing and shipping address, account identifiers	Shopify/ecommerce providers, payment providers, fulfillment partners, carriers, customer-service and IT providers
Commercial information	Products viewed or purchased, order history, returns, refunds, warranties, shipping selections	Ecommerce providers, payment providers, fulfillment partners, carriers, analytics providers
Internet or electronic network activity	IP address, browser, device, cookie identifiers, Site activity, diagnostic and security information	Ecommerce, hosting, security, analytics, and, where enabled, advertising providers
Geolocation-related information	Shipping address and approximate location derived from IP or other technical information	Ecommerce, payment, fraud-prevention, fulfillment, and shipping providers
Financial and transaction information	Payment status, authorization results, payment method, masked card details, refund and transaction references	Payment processors, financial institutions, card networks, fraud-prevention providers
Communications and user-provided content	Emails, chats, forms, return requests, photos, videos, claim documentation	Customer-service, cloud, warranty, fulfillment, carrier, insurer, payment-dispute, and legal-service providers as applicable
Potentially sensitive information voluntarily provided	Health-related or medical-product information, measurements, fit information, and other information you choose to provide in seeking product support	Customer-service providers and other recipients only as reasonably necessary for the requested service, transaction, claim, security, legal, or dispute purpose
Security and risk information	AVS results, fraud-risk indicators, transaction-verification signals, account or order risk information	Shopify, payment providers, financial institutions, and fraud/security providers

Sale, Sharing, and Targeted Advertising

We do not sell personal information for money. Some state privacy laws define "sale," "sharing," or "targeted advertising" more broadly than an exchange of information for money.

During the preceding 12 months, depending on the advertising, analytics, and marketing technologies enabled on our Site and the definitions imposed by applicable law, disclosures of the following categories of personal information to business or marketing partners may have constituted a "sale," "sharing," or processing for targeted advertising:

Category of Personal Information	Categories of Recipients
Identifiers, such as name, email address, telephone number, online identifiers, or similar information where applicable	Business, advertising, analytics, and marketing partners
Commercial information, such as records of products viewed or purchased	Business, advertising, analytics, and marketing partners
Internet or other electronic network activity, such as Site usage or interaction data	Business, advertising, analytics, and marketing partners

Where applicable law provides an eligible consumer with a right to opt out of qualifying sale, sharing, or targeted-advertising activities, you may use privacy controls made available on our Site, use a legally recognized preference signal such as GPC where supported, or contact us using the information below.

We do not use health-related information voluntarily provided for product support to infer unrelated characteristics about you or for targeted advertising.

We do not have actual knowledge that we sell or share, as those terms are defined by applicable privacy law, personal information of individuals under 16 years of age.

9. Your Privacy Rights and Choices

Depending on where you live and subject to applicable exceptions, you may have some or all of the following rights concerning your personal information:

• Right to Access / Know: You may have the right to request access to personal information we maintain about you, including information about how it is used or disclosed.
• Right to Delete: You may have the right to request deletion of qualifying personal information.
• Right to Correct: You may have the right to request correction of inaccurate personal information.
• Right of Portability: You may have the right to receive certain personal information in a portable or usable format.
• Right to Opt Out of Sale, Sharing, or Targeted Advertising: You may have the right to direct us not to engage in qualifying sale, sharing, or targeted-advertising activities.
• Restriction or Limitation of Processing: You may have the right to request that we restrict certain processing activities or certain uses or disclosures of sensitive personal information.
• Withdrawal of Consent: Where we rely on consent to process personal information, you may have the right to withdraw that consent.
• Appeal: You may have the right to appeal a decision we make concerning a privacy request where applicable law provides that right.
• Managing Communication Preferences: You may unsubscribe from promotional communications using the unsubscribe mechanism provided. We may continue to send non-promotional messages concerning orders, accounts, returns, refunds, security, or other transactional matters.
• Non-Discrimination: Where applicable law provides this protection, we will not unlawfully discriminate against you for exercising a protected privacy right.

These rights are not absolute. Applicable law may permit or require us to retain or continue using information for purposes such as completing a transaction, administering a return or warranty, maintaining tax or accounting records, detecting or preventing fraud, protecting security, complying with law, or establishing, exercising, or defending legal claims, including a pending or reasonably anticipated payment dispute.

Submitting a Privacy Request

To submit a privacy request, contact us at help@orthotape.com or call 800-580-9887. Please describe the privacy right you wish to exercise and provide enough information for us to locate the relevant records.

We may need to collect or confirm information necessary to verify your identity before completing certain requests. Verification information will be used for the request and related security purposes.

Where permitted by law, you may designate an authorized agent to submit a privacy request on your behalf. Before accepting a request from an authorized agent, we may require proof that you authorized the agent to act for you, and we may also require you to verify your identity directly with us.

We will respond to qualifying privacy requests within the timeframe required by applicable law.

10. Security

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, loss, misuse, alteration, or disclosure. We also rely on security measures provided by Shopify, payment processors, hosting providers, and other service providers.

No security system, transmission method, or storage system can be guaranteed to be completely secure. Please do not send payment-card numbers, passwords, unnecessary medical records, or other highly sensitive information through ordinary email unless specifically requested through an appropriate method.

11. Data Retention

We retain personal information for different periods depending on the type of information and the purposes for which it is used.

Retention considerations may include:

• How long information is needed to fulfill and support an order
• Return, refund, warranty, and shipping-claim periods
• Payment-processing, dispute, chargeback, and payment-network timeframes
• Fraud-prevention, account-security, and transaction-verification needs
• Tax, accounting, financial, and business-record requirements
• Regulatory, product-safety, recall, and legal obligations
• Pending or reasonably anticipated disputes, investigations, litigation, or other legal claims
• The need to establish which policies, disclosures, or acceptance records applied to a particular transaction

When personal information is no longer reasonably necessary for a legitimate business or legal purpose, we may delete, de-identify, or anonymize it, subject to technical limitations, backup systems, service-provider retention requirements, and applicable law.

12. Children's Privacy

OrthoTape.com is not directed to children under 13, and we do not knowingly collect personal information directly from children under 13.

If you are a parent or legal guardian and believe that a child has provided personal information to us inappropriately, please contact us so we can review the matter and take appropriate action.

As stated above, we do not have actual knowledge that we sell or share, as those terms are defined by applicable privacy law, personal information of individuals under 16 years of age.

13. International Visitors and Data Transfers

OrthoTape is based in the United States. If you access the Site or purchase from outside the United States, personal information may be transferred to, stored in, or processed in the United States and other countries where Shopify or our other service providers operate.

Privacy and data-protection laws in those countries may differ from the laws in your country.

Where applicable law requires safeguards for an international transfer of personal information, we or our service providers may rely on recognized transfer mechanisms such as adequacy decisions, the European Commission's Standard Contractual Clauses, applicable United Kingdom transfer mechanisms or contractual addenda, or other lawful transfer mechanisms as appropriate.

14. Third-Party Websites and Services

Our Site may contain links to third-party websites, manufacturer resources, carriers, payment services, social platforms, or other services that we do not control.

If you follow a link to a third-party site or service, its privacy and security practices are governed by its own policies. We do not control and are not responsible for the independent privacy or security practices of third parties.

15. Complaints

If you have a complaint about how we process personal information, please contact us using the contact information below so that we can review the issue.

If you are not satisfied with our response, depending on where you reside and applicable law, you may have the right to appeal our decision or lodge a complaint with an appropriate privacy, consumer-protection, or data-protection authority.

Individuals in the European Economic Area may have the right to lodge a complaint with the applicable supervisory authority. Information about European data-protection authorities is available from the European Data Protection Board.

16. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our business practices, technology, service providers, legal requirements, regulatory guidance, or other operational needs.

When we update this Privacy Policy, we will post the revised version on OrthoTape.com and update the "Last Updated" date shown above. Where applicable law requires additional notice or consent for a material change, we will provide it as required.

17. Data Controller

For purposes of applicable data-protection laws, unless explicitly stated otherwise, K10 Medical Supply LLC dba OrthoTape.com is the controller of personal information described in this Privacy Policy.

18. Contact Us

Questions, complaints, or requests concerning this Privacy Policy or our handling of personal information may be directed to:

K10 Medical Supply LLC dba OrthoTape.com
49 Browns Cove Road STE 7
Ridgeland, SC 29936
United States

Email: help@orthotape.com
Phone: 800-580-9887
Website: https://orthotape.com