Terms & Conditions

For Healthcare Professionals, Institutions and Distributors/Dealers

Order Policy
Prices do not include taxes or shipping fees. The methods of payment accepted are cheque, electronic funds transfer (EFT), Visa or MasterCard. We offer net 30 day terms for qualifying accounts. A credit card must be placed on file. Any balance due over 30 days will be subject to a 2% service charge and all balances will be charged to the credit card. For customers that wish to pay by credit card, payment must be authorized at the time of placing the order.

Non-Returnable Items
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.

Unclaimed Packages
If a product shipped to you is unclaimed and returned to OrthoCanada by the courier, you will be charged the standard shipping fee. If you request that an unclaimed product returned to OrthoCanada be shipped to you again, the standard shipping fee will apply a second time.

Damaged Goods
You must report a defective product or shipping error immediately upon receipt, to qualify for an exchange. If a package arrives damaged or incomplete, note the damage or shortage in quantity in detail on your copy and the driver’s copy of the delivery receipt or bill of lading and have the driver sign it, acknowledging the damage. Promptly call OrthoCanada. Save the packaging and merchandise for inspection. If possible, take pictures of the damage.

Governing Laws
The Terms and all related transactions will be governed by the laws of the province of Quebec and the applicable laws of Canada. The Customer hereby agrees to the jurisdiction of the courts of the province of Quebec. The Customer acknowledges that the products sold are subject to, and Customer agrees to comply with the export control laws and regulations of Canada.
OrthoCanada reserves the right to modify or change these terms and conditions at any time, without prior notice.

Prices are subject to fluctuation and may change without notice.

Returns Procedure
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 a full refund. After 10 days, a 15% restocking fee applies; and 25% applies after 30 days. No returns are accepted past 60 days.

Promotional Codes
Promo codes cannot be applied to previously placed orders or purchases and cannot be combined with other promotions, be transferred or be redeemed for cash or credit. They are only available to healthcare professionals, clinics, institutions and the general public and do not apply to products that require a quote request. Promo codes must be entered during the checkout process and discounts will be applied before shipping and taxes.

Terms & Conditions for the General Public

If you are not a healthcare professional and wish to purchase products from this site, we recommend that you consult with your healthcare provider (physiotherapist, physician, doctor or therapist) first. OrthoCanada is unable to offer any product recommendations, medical diagnosis or therapeutic advice to the general public, whether from telephone or email inquiries. However, the general public is welcome to order from our website. If you are not a medical professional but wish to place an order, the following terms and conditions apply:

Order Policy

Prices do not include taxes or shipping fees. The methods of payment accepted are cheque, electronic funds transfer (EFT), Visa or Mastercard. Please note that VISA or Mastercard orders over $500.00 may not, in some circumstances, be accepted and credit card authorization could be voided. Should this happen, a customer service representative will reach out to confirm and give alternative payment options.

Product & Treatment Advice
No product or treatment advice will be provided to the general public by OrthoCanada. OrthoCanada suggests that you consult your healthcare provider (physiotherapist, physician, doctor or therapist) prior to making any product purchase.

Returns & Exchanges
All sales to the general public are final unless OrthoCanada is unable to deliver the product within a standard time frame (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.

Once an order is placed, you will receive an order confirmation email. Products typically ship within 1-2 business days of placing your order, and will be delivered to you within an additional 1-5 business days, depending on your geographic location. Once an order is shipped, an email with a tracking number is sent to you. Our courier is either Fedex or Canada Post Expedited Service. Other than the order confirmation and tracking number, OrthoCanada is unable to provide any additional updates regarding delivery times unless there is an unusual delay. Business days are Monday to Friday only, excluding holidays. If an order is not received within 10 business days of being placed, or if the wrong product has been shipped, you agree to notify OrthoCanada by sending an email containing your web order number, to retailorders@orthocanada.com.

Damaged Goods
If the package is damaged upon delivery, you agree that it is your responsibility to refuse to accept it. Once a package is signed for, neither OrthoCanada nor the courier has any legal responsibility for the damage. If you have indicated that no signature is required upon delivery and there is any reason to believe that the package or product is damaged upon receipt, it is your responsibility to notify OrthoCanada within 24 hours. Please take pictures of the apparent damage.

Defective products
If the product is defective, you agree to email retailorders@orthocanada.com with the details of the defect (in which case you will be contacted by a customer service representative to coordinate the delivery of a replacement). Attaching an image of the defective product will also be very useful in resolving the issue.

At OrthoCanada, we are committed to protecting your privacy and to using technology that gives you a secure online experience. You can travel through most of our web site without giving us any information about yourself. However, sometimes we do need information to provide services that you request, and this statement of privacy explains data collection and use in those situations.

The personal information requested by OrthoCanada is limited to the type and amount of information necessary for the given purpose. This information will not be used or disclosed for purposes other than that for which it was collected.

When you send us an email, we use your email address to thank you for your comment and/or reply to your question, and we will store your communication and our reply in case we correspond further. Beyond our replies and communication with you, we will never share it with or sell it to anyone else for such use.

When you request information or other services, we use your email address and any other information you give us to provide you with the information or other services you requested until you ask us to stop. We will not share it with or sell, rent or lease it to any third party for such use.
Copyright: All rights reserved to OrthoCanada

OrthoCanada provides www.orthocanada.com for your general information and shopping purposes only. OrthoCanada reserves the right to delete, modify or supplement the content of this site at any time for any reason, without notification to anyone.

Unless otherwise noted, product labelling is for Canada. Products shown may not be available in all countries or may be known by a different name. Indications for use may vary from country to country. You should always check with your local healthcare professional and/or read the package insert prior to use. Customer service is available to help with product information or questions from healthcare professionals, institutions and distributors / dealers. The information provided here is not a substitute for medical care. If you have or suspect you have a health problem, you should consult your healthcare professional. If you are unsure as to the proper use, purpose or benefit of any device offered on this website, we strongly recommend that you speak to members of your healthcare team such as your doctor, occupational therapist or physiotherapist.

OrthoCanada makes no representations, warranties or assurances as to the availability, accuracy, currency or completeness of this site or its contents. OrthoCanada shall not be liable for any damages or injury resulting from your access to, or inability to access, this site, or from your reliance on any information provided at this site.

The content of this site is owned and controlled by OrthoCanada and is protected under applicable copyright and trademark laws of Quebec and Canada. You may download content only for your personal use for non-commercial purposes, but no modifications or further reproduction of the content is permitted without the express prior written permission of OrthoCanada. The content otherwise may not be copied or used in any way.

OrthoCanada and the website www.orthocanada.com cannot be held responsible or liable for any damage, loss or injury arising out of:

  1. Your access or inability to access this storefront;
  2. Your purchase or use of the products from this storefront;
  3. The products offered or the content displayed on this storefront; or
  4. The activities of any third party manufacturer or distributor whose goods are being sold through this storefront.

Services and links on our website

Our Web site does not allow our visitors to communicate with others or publish information that is accessible by other visitors.

This Web site contains links to other web sites. Be advised that OrthoCanada is not responsible for the confidentiality practices of those sites. The statement of confidentiality applies only to this Web site. Please be vigilant and prudent when leaving this site and carefully read the statement of confidentiality of each site you visit

Information gathered automatically

We combine the information from visits to our Web site with anonymous and specific data from identified persons for the following reasons:

  • Technical administration of the Web site;
  • Improving the ergonomics and browsing features of our site;
  • Customers management;
  • Marketing.

The use of cookies

Cookies are information files saved on your computer. Our cookies do not contain personal or confidential information. However, we do use cookies to save site information that improve your on-line experience like your language selection or any custom modifications applied to your session. You can deactivate the cookies at any time although in that case, you will be unable to order on-line.

Collection and use of your personal data

We only collect the personal data of visitors who have registered to use our services.


We do not disclose your personal information to our dealers, divisions or other businesses. We can assure you that your personal data will not be disclosed to government institutions or other authorities unless required by law.

Accessing the personal data we have gathered

You can ask us about all the personal information we have gathered about you by sending an email at info@orthocanada.com. Once the request has been received, we will supply all the information we have collected about you within a week, free of charge. We may ask for proof of identification. We reserve the right to refuse your access to information request. You will be notified as to the reasons of the refusal. You can view, modify and update your personal information once you’ve opened a session on our Web site.

Support for our statement of confidentiality

For any information concerning our Statement of Confidentiality, please contact us by email at info@orthocanada.com.

Security policy

All your personal information is securely transmitted to our Web site using an SSL (Secure Socket Layer) encryption key from GeoTrust.

We have implemented policies, rules and technical measures to protect the personal information we have gathered against:

  • Unauthorized access;
  • Unwanted disclosure or use by third parties;
  • Unauthorized modifications;
  • Destruction or loss of information.

All credit card information is encrypted when the order is processed. We do not keep the credit card numbers in our servers. We use secure servers protected by the strongest firewalls currently available on the market. Physical access to these severs is limited and controlled.

All employees that have access to or that are involved in processing your personal information are bound by a confidentiality clause.

All these controls and procedures that are in place guaranty that your on-line shopping experience is secure.

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