Best Policies in the Industry!

• 30 Day Money Back
• Fast Shipping
• Easy Returns
• Helpful Exchanges
• Warranty Support
• Payment Methods
• Prescriptions, Tax Exemption
• Backorders
• Privacy

*We want all of our customers to be happy, that's why over 90% of our products are covered by our industry leading money back guarantee. Due to health regulations, product design or use indications a few exclusions apply:

Non-returnable items: Cold Therapy products and accessories, Heat pads, Custom Braces, Compression Sock Accessories, Boxer Brief/Boxer and undergarment products, Sprays and Gels, Muscle Tape, Bone Growth Stimulators, IFC devices, Muscle Stimulators, TENS, Massagers, Compression Recovery Boots and like units are not returnable.

5-day return policy: Pre-fabricated Rigid Frame Knee Braces, Bauerfeind GenuTrain OA, Bauerfeind SofTec Genu, Crutches (iWalk), Post-operative braces and shoes, Shoe balancers and lifts, Cast / waterproof cover products, Medical Walking Boots, Orthotic Insoles/inserts/pads, Shoulder immobilizers/slings and Off-the-shelf compression socks/stockings are subject to a 5-day return from delivery.

Note: We ask that you do your best to keep everything in good 'like new' condition. If the product, all packaging and instructions are returned in like-new condition, along with the item(s) in a parcel box, a full refund will be applied to the credit card that was used to make the original purchase. If the items are returned without the original packaging/instructions, the item(s) or packaging are damaged and/or the item(s) were not put within a secondary box for shipment, a restocking fee up to 25% may be deducted from your refund. If alterations have been made to the product, if there are missing components or the product packaging is being used as the parcel packaging, the item will not be accepted back for return and you will be contacted regarding return shipping fees to return the item back to you. If we do not hear back regarding returning the product back to you within 30 days, you authorize us to dispose of the item on your behalf. Bubble wrap, Kraft paper or bags will not be accepted as sufficient protective packaging. Please note, shipping fees are not refunded for returns if we successfully delivered the product to you in the stated timeframe. Please see the full details about our return and refund policy below.

Processing times

Orders placed before 2:00 pm EST Monday to Friday are usually shipped same day. Orders placed after 2:00 pm EST are considered the following days orders. The day you place your order is Day 0 (so it does not count as a business day towards the shipping timeline as per couriers' rules). All orders placed after the cut-off time on Friday will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day. You should also note, that in many cases, we are able to deliver the product to you faster than the stated timelines depending on the product you order and your location. Tracking and status emails are automatically sent to you for each change in order status.

Apartments and PO Boxes

Shipments to apartment buildings and PO Boxes are available, however, please provide an alternative address to expedite the shipping time. If we are unsure of your address, we will contact you by phone or email.

Remote Locations

If you are in a remote location, there may be a delay in shipping times due to the courier's ability to reach those areas. Please allow additional time for orders shipped to rural area addresses as well as the Territories.

Additional fees may apply for shipments to rural area addresses as well as the Territories: you will be contacted by our team after you place your order for any additional charges that may be required before shipment.

Multiple Shipments

In some cases, to deliver your product(s) to you as quickly as possible, you may receive multiple shipments from the same or different warehouses. You will not incur additional shipping fees when your order is split into multiple shipments.

Returns

Shipping charges are non refundable for returns under our return policy.

Different Billing and Shipping Address 

You can select a different shipping address at checkout by unchecking the 'My billing and shipping address are the same' box in the payment section of the checkout. See example on desktop checkout: 

How to Return: Please send your request to returns@orthomed.ca for the returns department to begin the process. We will guide you through the steps to complete your return as quickly and easily as possible. If you have your order number or the name associated with the order, please provide it in your email so we can locate your order in our system.

Due to health regulations, product design or use indications a few exclusions apply:  

• Non-returnable items: Cold Therapy products and accessories, Heat pads, Custom Braces, Custom ordered compression socks, Compression sock accessories, Boxer Brief/Boxer and undergarment products, Sprays and Gels, Muscle Tape, Bone Growth Stimulators, IFC devices, Muscle Stimulators, TENS, Massagers, Compression Recovery Boots and like units are not returnable.
• 5-day return policy: Pre-fabricated Rigid Frame Knee Braces, Bauerfeind GenuTrain OA, Bauerfeind SofTec Genu, Crutches (iWalk), Post-operative braces and shoes, Shoe balancers and lifts, Cast / waterproof cover products, Medical Walking Boots, Orthotic Insoles/inserts/pads, Shoulder immobilizers/slings and Off-the-shelf compression socks/stockings are subject to a 5-day return from delivery.

Note: we understand how hard it is to keep all packaging and even opening packages without damaging them, but we ask that you do your best to keep everything in good 'like new' condition. Please place your item in a suitable shipment box to ship the item(s) back with our pre-paid return label (we suggest re-using the box that we shipped the items to you). The authorized items must be dropped off at Canada Post on or before the final day of return timeframe to be eligible for refund. Please return all packaging and instructions with your return. If the items are returned without the original packaging/instructions, the product or the product packaging is damaged and/or the item(s) were not put within a secondary box/protective packaging for shipment, up to a 25% restocking fee may be deducted from your refund. If alterations have been made to the product, if there are missing components or the product packaging is being used as the parcel packaging, the item will not be accepted back for return and you will be contacted regarding return shipping fees to return the item back to you. If we do not hear back regarding returning the product back to you within 30 days, you authorize us to dispose of the item on your behalf. Bubble wrap, Kraft paper or bags will not be accepted as sufficient protective packaging. Please note, shipping fees are not refunded for returns if we successfully delivered the product to you in the stated timeframe.

Important note regarding insurance reimbursement: To deter against insurance fraud, it is our policy that if we provide a customer with documentation for the purpose of seeking insurance reimbursement, and the customer subsequently requests a cancellation, refund, or return (in whole or in part), we reserve the right to request documentation (or other communication) from you and/or your insurer to verify the status of your reimbursement claim prior to processing your refund(s).

If we suspect that an individual is abusing our return and refund policies (including order cancellations) for any reason, a restocking fee of up to 25% may be deducted from the refund amount(s) in our sole discretion.

How to Exchange: if you have ordered the wrong size or product and require a return please email returns@orthomed.ca. We will assist you in placing a new order, and we will cover the return shipping fees when you request a return within the first 10 days of receiving your product. After 10 days we offer a flat rate return shipping charge of only $15.99 plus HST.

*Note: Please see full details in Returns & Refunds on how to return a product and the rules and conditions that apply.

ALL PRICES ARE IN CANADIAN DOLLARS. We accept the following payment methods:

• Credit Cards: American Express, Visa, MasterCard, Discover, and JCB
• Visa Debit and MasterCard Debit
• Apple Pay, Google Pay and PayPal
• Interac e-Transfer, send to orders@orthomed.ca

Certain items sold by OrthoMed Canada can be tax exempt under Canadian tax law if purchased with a prescription from a medical practitioner for use by the person named on the prescription.

There are two options for purchasing with taxes removed: You can email a copy of your prescription to customersupport@orthomed.ca and our team will contact you by phone to place your order with taxes waived. Or, you may purchase the product on www.orthomed.ca and our team will then refund the tax amount to the original form of payment. After you have completed your purchase simply respond to the email order confirmation with a copy of your prescription. Note, prescriptions must be dated on or before the date of purchase in order for the taxes to be removed.

OrthoMed does its best to keep all items in stock but sometimes demand can exceed supply.

If a product is on backorder, you will be contacted with an updated ETA, an alternate item, or offer of a refund. If you choose to keep your order you will be 'first in line' for incoming inventory and your backordered products will be shipped as soon as possible (with email updates provided to you along the way). 

If you do not wish to wait for the item to be re-stocked our team is available to assist you in finding an alternative option from our store or you can choose to have the order refunded. 

At OrthoMed, protecting the security and confidentiality of your data is a responsibility we take seriously. We will never disclose any personal information you provide such as name, address, phone number or email. In addition, your purchase history will never be revealed to any third parties. 

Credit card information is encrypted during transmission using Secure Socket Layer (SSL) software, so your data is always kept protected and secure at the highest level. This is our promise to you.

Our website uses cookies to help keep track of items you put into your shopping cart including when you have abandoned your cart and this information is used to determine when to send cart reminder messages. The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.