Great Policies, Real Support

Proudly Canadian

• 30 Day Money Back
• Fast Shipping
• Easy Returns
• Helpful Exchanges
• Warranty Support
• Payment Methods
• Prescriptions, No Taxes Policy
• Cancellations
• 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 (finale sale) items: Cold therapy products and accessories, heat pads, custom braces, edema wraps and bandages, boxer brief/boxer and undergarments, sprays and gels, wound wraps, muscle tape, leg elevators, bone growth stimulators, IFC devices, muscle stimulators, TENS, massagers, compression recovery boots and like units are not returnable. Size exchanges may be available for select final sale items in special circumstances at our discretion.

5-day return policy: Pre-fabricated rigid frame knee braces, Bauerfeind GenuTrain OA, Bauerfeind SofTec Genu, crutches (iWalk), post-operative braces, shoe balancers and lifts, cast / waterproof cover products, medical walking boots, orthotic insoles/inserts/pads, shoulder immobilizers/slings, off-the-shelf compression socks, stockings, and sleeves and compression sock accessories are subject to a 5-day return from delivery.

Note: We ask that you 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 form of payment 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 return may be denied or a restocking fee of up to 25% may be deducted from your refund. If the product(s) are damaged, alterations have been made to the products, 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 how to request a return below.

Due to the potential Canada Post strike all outbound shipments will be sent FedEx or UPS (excluding PO boxes). No delays are expected.

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: 

Due to the potential Canada Post strike, we are temporarily unable to provide prepaid labels for returns. We are offering labels for size or product exchanges using a different courier. For returns we kindly ask customers to arrange their own courier service during this time. Please ensure your return is approved by our team before sending any items back.

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. (Please do not send items back without contacting our team first or your return may not be approved). Once approved and processed your refund will be initiated to the original form of payment used to purhcase the product(s).

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

• Non-returnable (final sale) items: Cold therapy products and accessories, heat pads, custom braces, edema wraps and bandages, boxer brief/boxer and undergarments, sprays and gels, wound wraps, muscle tape, leg elevators, bone growth stimulators, IFC devices, muscle stimulators, TENS, massagers, compression recovery boots and like units are not returnable. Size exchanges may be available for select final sale items in special circumstances at our discretion.
• 5-day return policy: Pre-fabricated rigid frame knee braces, Bauerfeind GenuTrain OA, Bauerfeind SofTec Genu, crutches (iWalk), post-operative braces, shoe balancers and lifts, cast / waterproof cover products, medical walking boots, orthotic insoles/inserts/pads, shoulder immobilizers/slings, off-the-shelf compression socks, stockings, and sleeves and compression sock accessories are subject to a 5-day return from delivery.

Important Notes:

We ask that you 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. 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, your return may be denied or a restocking fee of up to 25% may be deducted from your refund. If the product(s) are damaged, alterations have been made to the products, 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.

The 'original form of payment' means the exact method and account used to complete the initial purchase, such as the specific credit card, debit card, or e-transfer account. Refunds will only be issued back to the same card and payment method originally used for the transaction.

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.

Due to the potential Canada Post strike, we are temporarily unable to provide prepaid labels for returns. We are offering labels for size or product exchanges using a different courier. For returns we kindly ask customers to arrange their own courier service during this time. Please ensure your return is approved by our team before sending any items back.

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

We offer direct billing services to select insurance providers, including but not limited to:

• Green Shield
• MVA (Motor Vehicle Accident) insurers
• ProBenefits
• Co-operators
• Blue Cross (RCMP, Veterans Affairs, Canadian Armed Forces, IFHP)
• Workers’ Compensation
• ODSP (Ontario Disability Support Program)
• SSAQ
• ICBC (Insurance Corporation of British Columbia)

For more information or to confirm eligibility for direct billing to your insurer, please contact us using our Insurance Pre-approval form

Certain items sold by OrthoMed Canada can be sold with taxes removed (zero rated) 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.

Orders are processed promptly by our dedicated team to ensure timely delivery. While we strive to accommodate requests for order cancellations, please note that once an order is being processed, it may not be possible to stop it. Additionally, orders labeled as Special Order are typically sourced from outside Canada and cannot be canceled once they are en route to our warehouses.

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.

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 are committed to safeguarding your personal information, such as name, address, phone number, or email. However, in certain circumstances, such as coordinating with insurance companies for claims or coverage verification, we may share relevant information necessary to facilitate these processes.

Your purchase history will not be disclosed to any third parties except as required by insurance companies or as otherwise required by law.

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. 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.