We want you to be happy with your purchase from Orthocate.com. If you would like to make a return, or have a question regarding your orders return eligibility, please email SUPPORT@ORTHOCATE.COM and we’ll do our best to take care of you.
Unopened items in NEW condition may be returned within sixty (60) days of the original order date for a full refund, minus shipping and restocking fees. If more than sixty(60) days have gone by since your purchase, unfortunately, we can’t offer you a refund, exchange or price equivalent in store credit.
Please note that any returns over $300 will be subject to a 15% restocking fee.
Used/Empty product containers may only be returned if adequate time has elapsed to consume the product as directed on the label. For exampe, we will not accept a six-month supply of empty product containers after only one or two months.
To be eligible for return:
- Items must be returned in NEW, UNUSED, and UNALTERED condition in the original product packaging.
- Returns must be returned within (60) days from the original order date and verifiable with a tracking link.
- All returns MUST have a valid Return Merchandise Authorization (RMA) number.
All returns are subject to inspection. Items must be in new, unused, resaleable condition and contain all packaging materials. Any items, including the product packaging, that are opened, used, torn, cracked, ripped or are deemed unsuitable for resale will not be accepted for return.
DO NOT return any items without prior authorization. Items returned without a valid RMA number, or are outside of the sixty (60) day return period, will not be accepted for return and will be refused at your expense.
RETURN PROCESS & PROCEDURES
Customers must request an RMA number by emailing our customer support team at SUPPORT@ORTHOCATE.COM. Returned items without a valid RMA will not be accepted.
- RMA numbers are valid for fifteen (15) days from the date of issue.
- All items must be returned within fifteen (15) days of receiving your RMA number.
- The RMA number should be clearly displayed on the outside of the packaging.
Returns must be shipped to the address we provide you when the RMA number is issued. Any returns mailed to any other addresses will not be accepted.
All returns should have a valid tracking number and be insured for it’s retail value. We are not responsible for items that are get lost or damaged on the way from the customer’s address to any of the return facilities.
Once we have received and inspected your item, we will notify you via email that we have received your return item, and if it was approved or rejected for refund. If your refund is approved, we will issue the refund back to the original payment method you used to pay for the item.
Returns of $300 or more will be subject to a 15% restocking fee.
Return shipping costs are the responsibility of the customer unless the item is being returned due to our error, manufacturer defects, or damage during shipping.
All shipping charges are non-refundable. For orders that received “Free Shipping”, or if the item was advertised as “Free Shipping”, the outbound shipping cost of the item will be withheld from your refund amount. Even though you’re sending us back an item that we can resell, the shipping itself is a service that the carrier (UPS, FedEx, USPS) has performed and can never get back. So when a customer returns an item, the amount we paid still has to be deducted.
If an item arrives damaged or with a manufacturer defect or other error to which we were at fault, rest assured we will do everything in our power to repair or replace the item at no cost to you, even if it’s an item that is non-refundable. You must notify us of any defects within seven (7) days of receiving your order by emailing SUPPORT@ORTHOCATE.COM.
Any order the customer cancels after it has been placed, even if the customer has not received the item yet, is subject to our standard return policy. Customer must accept delivery and then contact us to setup a return. To provide the fastest shipping possible for our customers, we begin processing orders almost immediately. Once an order has been placed, we cannot guarantee that we’ll be able to cancel the order before it ships.
Once an order has shipped it is considered to be a completed transaction and is subject to our standard return policy. Refusing a package does NOT entitle you to a refund.
Please accept your item, and contact us for assistance returning your item through the proper channel. Any packages refused by the customer are deemed to be ABANDONED. No refunds will be issued for any orders which were refused for delivery.
Items that are returned to us due to an incorrect address will be handled in a timely manner by our customer service department. If Orthocate.com has made the error, we will re-send the shipment to the correct address at no cost to you. If the customer who placed the order made an error in the shipping address, or never claimed the package, it will be the customers responsibility to pay the cost of re-shipping the package. If we cannot contact the person who placed the order within ten (10) days of receiving the undelivered package back, the package will be treated as a refused package.
HAVE QUESTIONS OR NEED TO MAKE A RETURN?
Please email SUPPORT@ORTHOCATE.COM and we’ll do our best to take care of you.