Great Policies, Real Support

Proudly Canadian

• Money Back Guarantee
• Fast Shipping
• Easy Exchanges (free return label)
• Returns & Refunds
• Warranty Support
• Payment Methods, Insurance
• Prescriptions, No Taxes Policy
• Cancellations
• Backorders
• Privacy

Most eligible items can be returned if they are in like-new condition. Returns are subject to our condition and packaging requirements. For full details on timelines, packaging, and exceptions, please see our Returns & Refunds

Processing Times

Orders placed before 2:00 pm EST, Monday to Friday, are usually shipped the same day. Orders placed after 2:00 pm EST are processed the next business day. The day you place your order is considered Day 0 and does not count toward courier shipping timelines.

Orders placed after the Friday cut-off will be shipped the following Monday. Orders placed on weekends or holidays will be processed the next business day.

In many cases we are able to deliver faster than the stated timelines, depending on the product and your location. Tracking and status updates are automatically sent by email at each stage of your order.

Apartments and PO Boxes

We can ship to apartments and PO Boxes; however, providing an alternative address may help expedite delivery. If there is uncertainty with your address, our team will contact you by phone or email for clarification.

Remote Locations

Orders shipped to rural areas or the Territories may take longer due to courier service limitations. Please allow additional time for delivery.

Additional fees may apply for shipments to rural addresses or the Territories. If applicable, our team will contact you after your order is placed to confirm any charges before shipping.

Multiple Shipments

To deliver your products as quickly as possible, items may arrive in multiple shipments from the same or different warehouses. You will not incur extra shipping fees if your order is split.

Returns

Shipping charges are non-refundable under our return policy.

Different Billing and Shipping Addresses

At checkout, you can select a different shipping address by unchecking the box labeled “My billing and shipping address are the same” in the payment section. (See desktop checkout example.)

What is an exchange?

At OrthoMed, an exchange means your original item is returned and replaced with a different size, style, or alternative product.

You can choose one of two ways to process your exchange:

• Option 1 — Immediate Replacement: You place a new order and we’ll ship it immediately. We will give you a prepaid return label so you can send the original item back (we'll process the return and refund following our normal return rules).

• Option 2 — Return First, Wait for Replacement: We’ll organize a replacement order and provide you with a prepaid return label. Once your return item arrives back and is processed, your replacement product will be shipped (any cost differences will be adjusted).

How to Exchange

1. Confirm your item is eligible for return under our Money Back Guarantee and that you are within the allowed return request timeframe.

2. Email exchanges@orthomed.ca or simply reply to your order confirmation email.

3. Our team will guide you through selecting the right product, starting your return, and organizing your exchange order (standard shipping rates apply).

4. We’ll provide you with a pre-paid return label:

   • Within 10 days of delivery: OrthoMed covers the cost.

   • After 10 days: You can still request a label for a flat fee of $15.99 + HST.

Important Notes

• Outbound shipping fees are non-refundable if your order was successfully delivered within the stated timeframe.

• Exchanged items must be returned according to our Returns & Refunds policy.

• We’re happy to provide a prepaid return label free of charge on the first exchange requested within 10 days of delivery. If you need a second exchange on the same order, we offer a flat-rate return label for $15.99 + HST.

How to Return

1. Confirm your item is eligible for return under our Money Back Guarantee and that you are within the allowed return request timeframe.

2. Email returns@orthomed.ca with your order number or account name or simply reply to your original order confirmation email.

3. Our team will confirm eligibility and provide next steps.

4. Once approved, please arrange for return shipping at your own expense. We strongly recommend using a courier that provides tracking, as OrthoMed is not responsible for items lost or damaged in transit. For exchanges, OrthoMed will provide a pre-paid return label (please see details in Exchanges policy).

Return Processing Times

• Returns must be recieved by our warehouse within 14 days of your return being approved.

• Your refund will be initiated once our team processes your return and the item passes inspection.

• If a return is denied, we will contact you to arrange return shipping back. If we do not hear back within 30 days, the product may be disposed of.

Item Condition & Packaging

• Items must be in like-new condition with all original packaging and instructions.

• Products must be shipped in a protective outer box; product packaging alone is not sufficient. Materials such as bubble wrap, kraft paper, or bags alone are not acceptable.

• If items are altered, incomplete, damaged, or shipped without protective packaging, the return may be denied or subject to a restocking fee of up to 25%.

“Like-new” condition means:

• The product is clean, undamaged, not laundered, and free of wear, stains, odors, animal/pet hair, and lotions or creams.

• Includes all original packaging, instructions, and accessories, with packaging undamaged and intact.

• No alterations or modifications.

Refunds

• Refunds are issued only to the original form of payment (the same card/account used to make the purchase).

• Shipping fees are non-refundable if the order was successfully delivered within the stated timeframe.

Insurance Reimbursement

• To deter against insurance fraud, if we provide a receipt for insurance purposes and you later cancel, return, or request a refund (in whole or in part), we may require proof of your claim status before processing any refund.

• Verification may include documentation or communication from you or your insurer confirming whether a claim was submitted, processed, or paid.

• Refunds will not be processed until verification is provided.

• We reserve the right to deny a refund or charge a restocking fee if fraud is suspected or if sufficient verification is not provided.

Abuse of Policy

If we suspect abuse of our return/refund policies (including cancellations), we may deduct up to 25% as a restocking fee or deny the return entirely at our discretion.

Prices & Payment

All prices are listed in Canadian dollars (CAD).

We accept the following payment methods:

• Credit cards: American Express, Visa, MasterCard, Discover, JCB

• Visa Debit and MasterCard Debit

• Apple Pay, Google Pay, PayPal

• Interac e-Transfer (send to orders@orthomed.ca)

Direct Billing

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 Boards

• ODSP (Ontario Disability Support Program)

• SSAQ

• ICBC (Insurance Corporation of British Columbia)

• People's Corporation
• Manion Wilkins
• Coughlin Insurance
• Pro Benefits

For more information or to confirm eligibility for direct billing to your insurer, please use our Insurance Pre-Approval Form.

If we are not able to direct bill your insurer most purchases from Orthomed are accepted and reiumbursed by insurance companies with our detailed receipt. Coverage varies by plan and province; contact your insurer for specifics.

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. Therefore, please ensure that the items in your order and your shipping address are correct before purchasing. 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) or the cancellation may be denied 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.