Frequently Asked Questions
Find answers to common questions about OrthoTape.com products, ordering, shipping, returns, warranties, and customer support. For questions about a specific product, please also review the information, sizing instructions, and specifications shown on that product's page.
Product Information
What is fiberglass cast tape?
Fiberglass cast tape, also called fiberglass casting tape, is a lightweight, rigid casting material used to create orthopedic casts and splints. The tape is activated with water and hardens after application to provide immobilization and support.
For additional information about fiberglass casting tape, sizes, cast supplies, and waterproof casting options, visit our fiberglass casting products and educational resources on OrthoTape.com.
How is fiberglass casting tape used?
Fiberglass casting tape is applied over appropriate stockinette, padding, or a compatible cast liner. After the tape is activated with water, it is wrapped and molded around the affected body part and allowed to harden.
Application requirements vary depending on the injury, body part, product, and type of cast or splint being created.
How quickly does fiberglass casting tape harden?
Set and cure times vary by brand and product. Many fiberglass casting tapes begin to harden within several minutes and continue gaining strength after application. Always follow the instructions supplied with the specific casting product being used.
What sizes and colors of fiberglass casting tape are available?
Available widths, lengths, colors, and package quantities vary by manufacturer and product.
View our fiberglass casting tape collection.
Cast Application and Use
Who should apply fiberglass casting tape?
Orthopedic casting materials should be applied by an appropriately trained person who understands casting technique, padding, positioning, circulation, pressure points, swelling, and the requirements of the specific injury or condition being treated.
If casting is part of medical treatment for an injury or fracture, follow the treatment plan established for that condition.
What supplies are commonly used when applying a fiberglass cast?
Depending on the type of cast being applied, supplies may include:
- Fiberglass casting tape
- Cast stockinette
- Cast padding or a compatible waterproof cast liner
- Gloves
- Water for activating the casting tape
- Scissors and other application tools
- Appropriate cast-removal equipment when the cast is removed
The exact materials required depend on the cast design and casting system being used.
Can a fiberglass cast get wet?
Fiberglass casting tape itself is generally water resistant after it has fully cured, but that does not automatically make the entire cast waterproof.
A traditional cast containing standard cotton or synthetic cast padding should generally be kept dry because water can remain trapped beneath the fiberglass.
A cast designed for water exposure requires an appropriate waterproof cast liner or waterproof casting system.
View waterproof cast products.
How is a fiberglass cast removed?
Rigid fiberglass casts are typically removed using appropriate cast-removal equipment and proper technique. Removal should be performed by someone trained to remove orthopedic casts safely.
Ordering
Who can purchase from OrthoTape.com?
OrthoTape.com serves individual customers, caregivers, medical professionals, clinics, hospitals, therapy practices, athletic programs, medical facilities, and other organizations.
Certain professional, institutional, prescription, restricted, or specialized products may have additional purchasing requirements when applicable.
Do you accept purchase orders?
We work with qualifying hospitals, clinics, schools, government organizations, healthcare facilities, and other approved organizations that purchase using purchase orders.
Please contact our customer service team if you need assistance with a purchase order or institutional order.
Do you offer bulk or volume pricing?
Volume or institutional pricing may be available on qualifying products and quantities.
Please contact us with the product, quantity, and organization information so we can review your request.
Shipping and Delivery
What shipping options are available?
Available shipping methods and charges are displayed during checkout based on the products being ordered, destination, warehouse location, and available carrier services.
Products may ship from different warehouses, so transit time can vary by product and destination.
Read our complete Shipping Policy.
When will my order arrive?
Delivery time depends on the product, fulfillment warehouse, destination, order-processing requirements, and shipping service selected at checkout.
When a warehouse ZIP code or shipping location is provided on a product page, you can use it to help estimate carrier transit time.
Carrier transit times normally begin after the carrier receives the package. Order-processing time and carrier transit time are separate.
How do expedited shipping methods work?
Expedited carrier services such as UPS Next Day Air or UPS 2nd Day Air refer to the carrier's transit service after the package has been picked up by the carrier.
They do not necessarily mean that an order will ship on the same day it is placed. Product availability, warehouse processing, order time, weekends, holidays, and other fulfillment requirements can affect the shipment date.
Do you ship internationally?
OrthoTape.com ships many products internationally where permitted. Available destinations and shipping options are displayed during checkout.
International customers may be responsible for customs duties, import taxes, brokerage charges, regulatory requirements, or other fees imposed by the destination country. These charges are separate from the amount collected by OrthoTape unless specifically shown otherwise during checkout.
View our Shipping Policy for additional information.
How can I track my order?
When tracking information becomes available, it is normally provided through your order confirmation or shipping notification.
You can use the tracking number to follow the shipment through the applicable carrier.
What should I do if tracking says delivered but I cannot find the package?
First check around the delivery location, with household members, neighbors, building management, mailrooms, front desks, or other locations where the carrier may have left the package.
UPS, FedEx, USPS, and other carriers may use delivery scans, photographs, GPS information, or other location data when confirming delivery.
If the package still cannot be located, contact us promptly. We may ask you to cooperate with a carrier investigation or claim and provide information needed to investigate the delivery.
Returns and Refunds
What is your return policy?
Eligible products may be returned within 60 days from the date of delivery, subject to our return-condition requirements and any applicable restocking fees.
Because many of our products are medical and orthopedic devices, returned products must meet the condition requirements stated in our Returns and Refunds Policy.
Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns, including returns due to size, fit, preference, ordering the wrong item, or no longer needing the product.
Some products and brands are subject to restocking fees. The complete requirements and applicable fees are explained in our Returns and Refunds Policy.
Read our complete Returns and Refunds Policy.
How do I start a return?
Submit your return request through our return page:
Start a Return
After the request is reviewed, we will normally provide a Return Authorization (RA) number and return instructions within 1–2 business days.
Do you offer exchanges?
We do not process direct exchanges.
If you need a different size, side, color, model, or product, we recommend placing a new order for the replacement item and separately returning the original eligible item.
The replacement purchase is a new transaction and is subject to the product price and shipping charges applicable when the replacement order is placed.
The original return is processed according to our Returns and Refunds Policy. A return does not automatically qualify for a full refund. Applicable restocking fees and non-refundable original outbound shipping charges may be deducted as described in the policy.
View our Returns and Refunds Policy.
Who pays for return shipping?
For voluntary customer returns, including returns due to size, fit, preference, ordering the wrong item, or no longer needing the product, the customer is responsible for return shipping.
If OrthoTape shipped the wrong product, or if an approved defective or shipping-damage claim requires a return, we will provide the appropriate return instructions and shipping remedy.
Are original shipping charges refundable?
Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns.
Shipping charges may be refunded when appropriate if OrthoTape shipped the wrong item, the merchandise was damaged or defective when received, or a refund of shipping is otherwise required by applicable law.
Are there restocking fees?
Yes. Certain products and return conditions are subject to restocking fees.
Eligible returns of EXOS, DeSoutter, DeRoyal, DJO, Enovis, and Aircast products are subject to a 20% restocking fee.
Eligible voluntary returns of merchandise originally shipped with free or promotional outbound shipping may also be subject to a 20% restocking fee as described in our Returns and Refunds Policy.
Products returned without required original packaging, or with packaging or condition issues that substantially reduce their resale value, may be subject to a higher restocking fee.
Percentage-based restocking fees do not stack. When more than one percentage-based restocking category applies to the same item, the highest applicable percentage is used.
Review the complete Returns and Refunds Policy before purchasing.
How long does a return take to process?
After a returned item is delivered to our return facility, please allow up to 30 days for inspection, processing, and issuance of an approved refund.
The processing period begins when OrthoTape receives the return, not when the customer ships it.
After OrthoTape submits a refund to the original payment method, the customer's bank or card issuer controls when the credit appears on the account and may require additional business days to post it.
What condition must a returned product be in?
Unless the return involves an approved warranty, defect, shipping-damage, or fulfillment-error claim, returned merchandise must generally be unused, unworn, complete, and in its original packaging and resalable condition.
Acceptance of a returned package at our facility does not constitute approval of a refund. All returned products are inspected before a refund is authorized.
Defective, Damaged, or Incorrect Products
What should I do if OrthoTape shipped the wrong product?
Contact us promptly at help@orthotape.com with your order number and information about the item received.
If we confirm that OrthoTape made a fulfillment error, we will provide the appropriate instructions to correct the order.
What should I do if my product arrives damaged?
Contact us as soon as reasonably possible and retain the product and all shipping and product packaging.
We may request photographs of:
- The product
- The damaged area
- The inner packaging
- The outer shipping carton or mailer
- The shipping label
Please do not discard the product or packaging until we confirm that it is no longer needed for the claim.
What if I believe my product has a manufacturing defect?
Contact us at help@orthotape.com with your order number, a description of the issue, and clear photographs or video when appropriate.
We may request additional information about how the product was used or may require the product to be returned for inspection.
Warranty
Do OrthoTape products have a warranty?
Unless a product page or manufacturer provides a different written warranty, K10 Medical Supply LLC dba OrthoTape provides a 4-month limited warranty against manufacturing defects beginning on the delivery date.
The warranty does not cover normal wear and tear, improper sizing, misuse, alteration, accidental damage, abuse, pet damage, improper cleaning, or other damage not caused by a manufacturing defect.
Please review our Returns and Refunds Policy for complete warranty terms and claim requirements.
View warranty and refund information.
What is considered normal wear and tear?
Orthopedic braces, supports, straps, sleeves, and similar products are exposed to friction, stretching, perspiration, repeated fastening, and normal movement during use.
Normal wear may include fabric pilling, minor fraying at high-friction areas, gradual elastic relaxation, lint in hook-and-loop fasteners, gradual reduction in hook-and-loop adhesion, or discoloration caused by normal use.
Normal wear and tear is generally not considered a manufacturing defect.
Payment and Refund Questions
Where are refunds sent?
Approved refunds are issued to the original payment method whenever possible.
Why hasn't my refund appeared on my card yet?
After OrthoTape submits a refund, the payment processor and issuing bank control when the credit appears on the customer's account. Posting times vary by financial institution.
If you believe a refund has not appeared after it was processed, contact us at help@orthotape.com or call 800-580-9887. When available, we can review the refund transaction and provide information that may help your bank locate the credit.
Customer Support
How can I contact OrthoTape?
Our customer service team can assist with orders, returns, product questions, shipping issues, and warranty claims.
Email: help@orthotape.com
Phone: 800-580-9887
Where can I find OrthoTape's complete store policies?
If you have a question that is not answered here, please contact us and we will be happy to assist.
