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Shipping Policy

This Shipping Policy applies to orders placed through OrthoTape.com and forms part of the terms governing each purchase.

Please review this policy before completing your order. This Shipping Policy should be read together with our Terms of Service and Returns and Refunds Policy.

When checkout presents a required terms-and-conditions acceptance checkbox, checking that box constitutes your affirmative electronic acceptance of the applicable Terms of Service, Returns and Refunds Policy, and Shipping Policy.

1. Shipping Charges and Available Services

Available shipping methods and applicable shipping charges are displayed during checkout before the order is submitted.

Shipping rates can vary based on:

• Destination
• Product weight and dimensions
• Warehouse or fulfillment location
• Carrier
• Selected shipping service
• International destination requirements

The shipping charge displayed and accepted at checkout is part of the transaction.

We primarily use UPS and USPS and may use FedEx or other appropriate carriers or fulfillment services when applicable.

2. Order Processing and Shipment Time

Most in-stock orders are expected to ship within 1–2 business days, excluding weekends and recognized holidays, unless a different processing or shipment timeframe is disclosed on the product page, in the cart, during checkout, or in an order-related notice.

Certain products may require additional processing because they are shipped from a manufacturer, distributor, specialty warehouse, or other fulfillment location. Product-specific processing information disclosed before purchase controls over the general processing estimate above.

Additional verification may also be required for certain orders involving payment, address, fraud-prevention, regulatory, product-availability, or other legitimate order-review issues.

Compliance With Shipment-Time Requirements

OrthoTape intends to ship orders within the shipment timeframe communicated to the customer and maintains fulfillment procedures designed to support those representations.

If we learn that we cannot ship an order within a shipment timeframe we represented, we will provide an appropriate delay notice and cancellation or refund option when required by applicable law.

If no shipment timeframe has been stated for a covered order, we will comply with applicable federal requirements concerning shipment within 30 days or provide the required delay notification and cancellation/refund option.

If an entire unshipped order must be cancelled because OrthoTape cannot ship within the applicable timeframe and the customer does not agree to a required delay, any refund required by law will include the amounts required to be refunded, including applicable shipping charges paid for the unshipped order.

3. Processing Time Is Separate From Carrier Transit Time

Order processing time and carrier transit time are separate.

For example, selecting UPS Next Day Air or UPS 2nd Day Air generally refers to the carrier's transit service after UPS takes possession of the package. It does not, by itself, mean that the order will leave the warehouse on the same day it is placed unless same-day shipment is expressly promised for that order.

A shipping label or tracking number may be generated before the carrier performs its first physical acceptance scan. The carrier's acceptance or possession record is generally the best indication that the package has entered the carrier's transportation network.

4. Estimated Delivery Dates

Delivery dates and transit times displayed by OrthoTape, Shopify, UPS, USPS, FedEx, or another carrier are generally estimates unless expressly identified as guaranteed.

Estimated delivery can be affected by weather, carrier network conditions, service interruptions, address problems, holidays, customs processing, regulatory inspections, or other circumstances occurring after shipment.

When a particular carrier service includes a carrier-backed delivery guarantee, eligibility for any carrier service refund or credit remains subject to that carrier's terms, exclusions, and guarantee rules.

5. Expedited Shipping

Customers who require expedited delivery should carefully review both the applicable order-processing information and the carrier service selected at checkout.

Purchasing an expedited carrier service does not eliminate any disclosed warehouse, manufacturer, fraud-review, special-order, or product-processing time that occurs before the carrier receives the shipment.

If you have a time-sensitive requirement, please contact us before ordering if you need clarification regarding product availability or processing time.

6. Order Verification and Fraud Prevention

To protect customers and OrthoTape from unauthorized transactions, we may review an order before shipment.

Review may include information such as:

• Billing and shipping address information
• Address Verification Service (AVS) results
• Payment authorization information
• Fraud-risk indicators supplied by Shopify or our payment processor
• IP and geographic information where lawfully collected
• Order history
• Customer contact information

We may contact the customer for additional verification when reasonably necessary.

If additional verification causes us to become unable to meet an applicable promised shipment timeframe, we will provide any notice, cancellation option, or refund required by applicable law.

7. Shipping Address Accuracy

The customer is responsible for entering a complete and accurate shipping address at checkout, including any required:

• Apartment or suite number
• Building number
• Unit number
• Company or facility name
• Postal or ZIP code
• Recipient name
• Other delivery information reasonably necessary for the carrier

Please review your address carefully before submitting the order.

Address Changes After an Order Is Placed

Contact us immediately if you discover an address error after placing an order.

Address changes are not guaranteed after an order enters fulfillment. For fraud-prevention and delivery-verification reasons, we may require an order to be cancelled and replaced rather than redirecting merchandise to a materially different address.

Once merchandise has been transferred to the carrier, address changes, intercepts, redirects, and delivery modifications may be unavailable or subject to carrier restrictions and fees.

If a customer requests or authorizes a carrier redirect, hold location, alternate delivery location, or other delivery modification, carrier records showing delivery according to that instruction may be used as evidence of fulfillment.

8. Multiple Warehouses and Split Shipments

OrthoTape products may ship from our warehouse, a manufacturer, distributor, or another authorized fulfillment location.

An order containing multiple products may therefore arrive in more than one package and on different dates.

Separate tracking numbers may be provided for different shipments.

A split shipment does not by itself result in an additional shipping charge beyond the shipping amount accepted at checkout unless the customer later requests a separate or upgraded shipping service and agrees to the additional charge.

9. Delivery Confirmation and Proof of Delivery

Carriers may document delivery through one or more forms of delivery evidence, including:

• Tracking records
• Delivery scans
• GPS or geolocation data
• Delivery photographs
• Electronic delivery records
• Signature records when applicable
• Locker or pickup-location records
• Records showing delivery to an authorized recipient or receiving location

Carrier documentation showing delivery to the shipping address or delivery location designated or authorized by the customer is important evidence that the order was delivered.

A recipient signature is not required on every OrthoTape shipment. We may, however, require signature confirmation or another enhanced delivery service for certain orders based on order value, product type, destination, fraud risk, or other reasonable considerations.

10. Delivery to Apartments, Businesses, Mailrooms, Hotels, and Third-Party Receiving Locations

Customers who provide an apartment building, condominium, business, medical facility, hotel, school, university, mailroom, front desk, reception desk, package room, locker, freight forwarder, or similar receiving location are responsible for providing any information required for successful delivery.

When the customer directs us to ship to such a location, carrier documentation showing delivery to the designated address, authorized receiving area, recipient, locker, or other delivery point may constitute evidence that OrthoTape fulfilled the delivery instruction.

If merchandise is subsequently moved, forwarded, redistributed, or transferred by a freight forwarder, mail-forwarding company, hotel, building employee, workplace, family member, or other third party after documented delivery, loss or damage occurring after that transfer will be evaluated based on the circumstances and applicable law.

11. Delivered but Package Cannot Be Located

If tracking shows that your order was delivered but you cannot locate the package, please contact us promptly.

We recommend notifying us within 7 calendar days of the carrier's delivery scan whenever possible because prompt notice provides the best opportunity to investigate the delivery and obtain carrier records.

Before contacting us, please check:

• Porches and other entrances
• Side or rear doors
• Mailboxes and parcel lockers
• Household members
• Neighbors
• Building management
• Mailrooms and package rooms
• Reception or front desks
• Any delivery photograph or carrier instructions

We may initiate or assist with a carrier investigation and may request reasonable cooperation from the customer.

Depending on the circumstances, this may include confirming the delivery address, reviewing tracking information, providing a statement regarding non-receipt, contacting the carrier, or supplying other information reasonably necessary to investigate the claim.

If available evidence indicates that the carrier misdelivered the package or that the shipment was not delivered as addressed, we will work toward an appropriate remedy based on the carrier investigation, the facts, and applicable law.

If reliable carrier evidence confirms delivery to the address or delivery location supplied or authorized by the customer, that evidence will be considered when evaluating the claim. Theft, disappearance, or loss occurring after confirmed delivery is different from a package that was never delivered and will be evaluated accordingly.

12. Lost-in-Transit or Non-Delivery Claims

If tracking does not show delivery and the latest estimated delivery date has passed, please notify us as soon as reasonably possible.

We recommend reporting suspected lost-in-transit shipments within 30 calendar days after the latest estimated delivery date whenever possible so that we have sufficient time to investigate and pursue available carrier remedies.

This requested reporting period is intended to facilitate carrier investigations and does not eliminate consumer rights that cannot lawfully be waived.

We may ask the customer to cooperate with a carrier investigation, confirm non-receipt, or provide other reasonable information needed to investigate the shipment.

If a carrier confirms that merchandise was lost in transit or available evidence establishes non-delivery, OrthoTape will provide an appropriate replacement, refund, or other remedy based on the circumstances and applicable law.

13. Shipping Damage, Wrong Product, or Missing Components

Please inspect your shipment promptly after delivery.

If merchandise arrives damaged, if OrthoTape shipped the wrong product, or if a shipment is missing components, please notify us within 5 business days of delivery whenever reasonably possible.

Prompt notice allows us to preserve carrier-claim rights and investigate the condition of the package at delivery.

We may request photographs showing:

• The product
• The damaged or affected area
• The original product packaging
• The inner shipping materials
• The outer shipping carton, box, or mailer
• The shipping label

Video may also be requested when it is reasonably useful to document a product or component issue.

Please retain the product and all packaging until we advise that they are no longer needed. A carrier or manufacturer may require these materials during investigation.

Failure to provide prompt notice or preserve available evidence may make a claim more difficult to verify, but nothing in this provision eliminates a right or remedy that applicable law does not permit us to waive.

Approved claims caused by an OrthoTape fulfillment error, verified shipping damage, or covered manufacturing defect are not treated as voluntary customer returns and are not subject to voluntary-return restocking fees.

14. Undeliverable Packages, Refused Deliveries, and Returned-to-Sender Shipments

A package may be returned to the sender for reasons including:

• Incorrect or incomplete address supplied by the customer
• Missing apartment or unit information
• Recipient moved
• Failure to retrieve a package from a pickup location
• Refusal of delivery
• Repeated unsuccessful delivery attempts
• Carrier inability to access the delivery location
• Unpaid international import charges

If a package is returned because of information or instructions supplied by the customer, refusal of delivery, failure to retrieve the shipment, or another circumstance not caused by OrthoTape, we may offer to reship the merchandise after the customer pays any applicable new shipping charge.

If the returned merchandise is instead eligible for a refund, the refund will be calculated according to our Returns and Refunds Policy, including any applicable non-refundable original shipping charge, restocking fee, return shipping cost, or carrier charge that is lawfully and properly chargeable to the customer.

If the return-to-sender condition resulted from an error made by OrthoTape, the customer will not be charged for correcting our error.

15. Original Outbound Shipping and Voluntary Returns

Original outbound shipping charges paid at checkout are non-refundable on voluntary customer returns.

This includes returns resulting from:

• Size or fit
• Customer preference
• Ordering the wrong item
• Ordering the wrong side or configuration
• No longer needing the product
• Other voluntary customer-requested returns

Original outbound shipping may be refunded when appropriate if OrthoTape shipped the wrong merchandise, the shipment was verified as damaged or defective when received, the shipment was not provided as agreed, or applicable law otherwise requires a shipping refund.

Please review our Returns and Refunds Policy for complete refund and return requirements.

16. Free or Promotional Shipping

"Free shipping" or promotional shipping means the customer was not separately charged the standard outbound shipping amount at checkout. OrthoTape still incurs fulfillment and carrier costs to ship the order.

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

If the product already carries a 20% brand-specific restocking fee under our Returns and Refunds Policy, a second 20% fee is not added merely because the order also received free or promotional shipping.

Percentage-based restocking fees are applied according to the Returns and Refunds Policy and do not stack.

17. International Shipping

OrthoTape ships eligible products to many international destinations.

International shipments are subject to the laws, customs procedures, import regulations, taxes, fees, and carrier practices applicable to the destination country.

International Duties, Taxes, Brokerage, and Import Charges

Unless checkout expressly states that a particular duty, tax, brokerage charge, or import fee is prepaid or included, international duties, import taxes, VAT, GST, HST, PST, customs charges, brokerage charges, disbursement fees, carrier collection charges, and similar destination-country charges are not included in OrthoTape's product price or shipping charge.

Such charges may be assessed by a government authority, customs agency, carrier, broker, or other third party and are normally payable by the recipient or importer as determined by applicable law and carrier procedures.

OrthoTape does not control the amount of these charges.

International Import Eligibility

Customers placing international orders are responsible for determining whether the merchandise can lawfully be imported, possessed, or used at the destination and whether permits, prescriptions, licenses, registrations, or other regulatory requirements apply.

OrthoTape may restrict or cancel international shipments when we become aware of a legal, regulatory, carrier, or product restriction that prevents shipment.

If OrthoTape determines before shipment that an order cannot legally or reasonably be shipped to the destination, we will cancel the affected unshipped merchandise and issue the appropriate refund.

Customs Delays

International delivery estimates generally do not include unpredictable customs examinations, border inspections, regulatory holds, or delays caused by the destination country's import process.

OrthoTape is not able to control the timing of customs clearance after the shipment reaches the destination country's import process.

Refusal or Failure to Pay Import Charges

Refusing to pay properly assessed import charges does not automatically convert the shipment into an OrthoTape fulfillment error.

If an international package is refused, abandoned, or returned because the recipient fails to pay destination-country charges or fails to comply with import requirements not caused by OrthoTape, any refund will be determined after considering whether the merchandise is returned to us and the costs actually incurred.

If merchandise is returned to OrthoTape in eligible condition, the refund will be calculated according to our Returns and Refunds Policy and may be reduced by properly disclosed and legally permissible outbound shipping, return shipping, carrier, customs, or restocking costs.

If merchandise is lawfully seized, destroyed, or abandoned by customs or a carrier because of destination-country restrictions, unpaid import charges, or customer inaction not caused by OrthoTape, a refund may not be available where the merchandise is not recoverable, subject to applicable law and the particular circumstances.

International Order Acknowledgment

By completing an international order after accepting OrthoTape's Terms of Service and incorporated Shipping Policy, the customer acknowledges that international shipments may incur destination-country charges not collected by OrthoTape and agrees to comply with applicable import requirements.

International Shipping Notice: International orders may be subject to duties, taxes, brokerage fees, customs charges, carrier collection fees, or other import costs that are not included at checkout unless expressly stated otherwise.

18. Carrier Investigations and Claims

Depending on the carrier and type of issue, OrthoTape may file a carrier claim directly or may ask the customer to participate in a carrier investigation.

Customers agree to provide reasonable cooperation necessary to investigate a legitimate shipping claim, which may include:

• Confirming the delivery address
• Confirming whether merchandise was received
• Providing photographs
• Providing packaging information
• Completing a carrier statement
• Providing other reasonably requested information related to the shipment

Carrier claim determinations are relevant to our investigation but do not automatically override applicable consumer rights or other reliable evidence.

19. Shipping Records and Payment Disputes

If a customer raises a question or payment dispute relating to shipment or delivery, OrthoTape may provide relevant documentation to our payment processor, acquiring bank, card network, issuing bank, carrier, insurer, or other authorized dispute-resolution participant.

Relevant records may include:

• Order details
• Shipping address supplied at checkout
• Checkout and policy-acceptance records where available
• Tracking information
• Carrier acceptance and delivery scans
• Delivery photographs
• GPS or geolocation delivery information
• Signature information where applicable
• Locker or pickup records
• Return-to-sender records
• Carrier investigation results
• Customer communications

Customers retain all billing-error, dispute, chargeback, and other rights provided by applicable law and their payment-card issuer or payment provider.

Nothing in this Shipping Policy is intended to waive or restrict a right that applicable law or payment-card network rules do not permit the parties to waive.

20. Relationship to the Returns and Refunds Policy

This Shipping Policy governs fulfillment, shipping, carrier service, delivery, and shipping-related claims.

Our Returns and Refunds Policy governs voluntary returns, return condition, return shipping, restocking fees, refund calculations, exchanges, and related warranty-return procedures.

Both policies are incorporated into our Terms of Service.

21. Contact OrthoTape

Please contact us promptly if you have a shipping or delivery concern so that we can review carrier information and assist with the appropriate next step.

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

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

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