Returns and exchanges
Special or custom orders, books, software, pillows, and all support garments worn next to the skin (including but not limited to towels and linen) are non-returnable.
All sales to the general public are final, unless OrthoCanada is unable to deliver the product within a standard timeframe (in which case you will be contacted by a customer service representative and your payment will not be processed). No refunds will be issued for any reason. Please refer to the official procedure for exchange of defective merchandise.
Healthcare professionals, institutions and distributors/dealers may request a return authorization (RA) number from our office, which is required for returns. Write this number on the outside of your shipping box. If you receive incorrect merchandise as a result of OrthoCanada's error, we will pay for the return shipping expenses and no restocking fee will be applied. For all other returns, we will credit your account for returned merchandise, minus the restocking fee if applicable, once the merchandise has been received and inspected. The returned item as well as the original packaging must arrive at OrthoCanada in new condition. Use extra caution when packing to avoid damage, as OrthoCanada is not responsible for returned product that is damaged during shipment back to OrthoCanada.
An unsatisfactory product may be returned within 10 days of receipt, for full refund. After 10 days, a 15% restocking fee applies; and 25% applies after 30 days. No returns are accepted past 60 days.