Quite simply, we want your purchase to work for you. Our low-risk, 30-Day Money Back Guarantee (with only a few exceptions) allows you ample time to see if your investment in your health is doing the job you expect and deserve. If after trying the product within this time frame you are not completely satisfied, you may return the product for a refund of the full purchase price no matter the condition*. 

Note: 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, 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: Crutches (iWalk), Post-operative braces and shoes, Shoe balancers and lifts, Cast / waterproof cover products, Rigid ankle/foot immobilizers, Orthotic Insoles/inserts/pads, Shoulder immobilizers/slings and Off-the-shelf compression socks/stockings are subject to a 5-day return from delivery.

*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. If all packaging and instructions are returned 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, or the item(s) were not put within a secondary box/protective packaging for shipment, a 10% restocking fee may be deducted from your refund. Please note, shipping fees are not refunded for returns if we successfully delivered the product to you in the stated timeframe.

Note: 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). 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. Update emails are sent to you for each change in order status:   

1. PROCESSING - order received
2. COMPLETE - The item has shipped and tracking information has been emailed to you.

Also note: 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. If you are in a remote location, there may be a delay in shipping time due to the courier's ability to reach those areas. Shipping charges are not refundable for returns under our return policy.

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: Crutches (iWalk), Post-operative braces and shoes, Shoe balancers and lifts, Cast / waterproof cover products, Rigid ankle/foot immobilizers, Orthotic Insoles/inserts/pads, Shoulder immobilizers/slings and Off-the-shelf compression socks/stockings are subject to a 5 day return from delivery.

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 to receive a full refund. If the items are returned without the original packaging/instructions, or the item(s) were not put within a secondary box/protective packaging for shipment, a 10% restocking fee may be deducted from your refund. 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 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 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 an exchange please email exchanges@orthomed.ca. We will send you a pre-paid shipping label by email to cover the shipping fees. Please note we cover the return shipping fees when you request an exchange within the first 10 days of receiving your product. After 10 days we offer a flat rate return shipping charge of only $14.99 plus HST. Also note, we cover the return shipping fees for the first exchange on your order, if you have multiple exchanges on the same order, you will be responsible for the shipping fees after the first complimentary exchange. Outbound shipping rates still apply.

Note: Please return all packaging and instructions and place your item in a suitable shipment box with the pre-paid label attached. The authorized items must be dropped off at Canada Post on or before the final day of return timeframe to be eligible for refund.

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 and PayPal.

OrthoMed does not provide international shipping at this time.

Prescriptions

It is Canadian regulation that the prescription is provided on or before time of purchase in order for the items to be tax exempt. Please email your prescription to customersupport@orthomed.ca and we will give you a call to place your order with the taxes waived. 

OrthoMed does its best to keep all items in stock but sometimes demand can exceed supply, and a product will be listed as backordered. Backordered products will be shipped as soon as possible and updates will be 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.