FAQ

GENERAL QUESTIONS

IS YOUR SITE SAFE?

This site is 100% secure and meets the security standards for transactions like any E-commerce site. The site you visit is on a server in HTTPS (the small green padlock that is on the left side of the URL of this page is there to remind you). Most sites only secure their "shopping basket" and everything related to the payment of orders. For more information on how we secure and use your information, please consult our Privacy Policy.

CAN I ORDER SAFELY?

On this site, ALL PAGES are secure and cannot be pirated or cannot be the target of malware. Regarding the regulation, we use Paypal and BlueSnap who are the references in terms of security of transactions on the Internet. In summary, walking around and ordering on Orthoflexics is 100% SAFE and SECURE. 

HOW QUICKLY DO YOU RESPOND TO EMAIL QUERIES?

We answer emails within 1 business day. 

Our friendly and well-trained customer service team is at your service.

Please remember we always work hard to process your order fast and our customer service team will keep you updated to make your purchasing process as pleasant as possible.

 

WHICH BROWSER SHOULD I USE TO VIEW YOUR SITE?

We highly recommend that you browse with the latest version of Microsoft Internet Explorer, Mozilla Firefox, Google Chrome or Apple Safari.

 

WHERE ARE YOU BASED?

Our main operations business is registered in the European Union, accompanied by our Support Center and Warehouses in the US and Asia.

Business Legal Name: Skynet Corp 

US Address: 11923 NE Sumner St, STE 849666, Portland, 97220, Oregon, United States

 

COUPON CODE ISN'T WORKING

As we already apply discounts and make bundles for our customers, sometimes if a product has already a coupon applied, the discounts code will not work, because they don't cumulate with other promotional offers.

Thank you for your understanding.

 

CONTACT US

HOW DO WE CONTACT YOU?

Send us an email via this form and we'll get back to you as soon as we can.

 

BEFORE YOU PLACE AN ORDER

PAYMENT

WHAT METHODS OF PAYMENT DO YOU ACCEPT?

We offer safe shopping and accept payment via credit/debit cards (Visa, Mastercard, American Express, Discover) and PayPal. Our payment provider is Stripe, a 100% secure international payment gateway, used by companies like Salesforce, BigCommerce, and other 50k+ eCommerce stores.  

CHECKOUT PROCESS

HOW DO I PROCEED THROUGH THE CHECKOUT PROCESS?

Once you have finished adding items to your cart, simply click the “Checkout” button on the Shopping Cart page and we will guide you through the check out process.

 

SHIPPING

HOW DOES SHIPPING WORK?

Orthoflexics provide tracking numbers and we do offer a 100% SATISFACTION GUARANTEE.

To save up costs and provide you the best prices for our products, we ship directly from the factories of our suppliers. Orders may take  3 - 15 business days to arrive in US, Canada, Australia, New Zealand, UK, and all European Union Countries. Rest of the World: 2-4 weeks. Please do not panic if it does not show up immediately, it's on its way :)

We offer international shipping options too - no matter where you are, you can buy from us! 

Please find the Countries we ship to:

United States, United Kingdom, Canada, Australia, New Zealand, Mexico, Singapore, Malaysia, Taiwan, Korea, Japan, UAE, Saudi Arabia, Israel, Argentina,  France, Belgium, Luxembourg, Switzerland, Spain, Portugal, Ireland, Greenland, Netherlands, Sweden, Norway, Denmark, Finland, Italy, Austria, Poland, Ukraine, Russia, Serbia, Hungary, Romania, Greece. 

If you don't find your destination country on this list, please contact us at support@orthoflexics.com

All items in the store take 1 to 4 business days to process.  Please add processing time to your shipping estimate. Orders to Asia/Australia/US may be slightly faster, while orders to Mexico/Canada will take longer. Courier services used will vary based on the shipping address provided. There are certain circumstances that may occur that are not within our control (natural disasters, holidays, weather, etc). These situations, though relatively rare, may result in a delay in the shipping of your order. For this reason, we are unable to guarantee the exact delivery time of your order.

Orthoflexics support shipping costs caused by any shipping delays even if these are outside of our control. As such, if your package doesn't arrive within 28 days (this is the maximum delivery limit for US, Canada, Australia, New Zealand, UK, and all European Union Countries) we will REFUND the SHIPPING COSTS of your order. 

If the item is not delivered, or we are notified by the shipping supplier that the package was LOST, or in case that the package doesn't arrive at the shipping destination within 28 business days (this limit applies for US, Canada, Australia, New Zealand, UK, and all European Union Countries) we consider it LOST and you will get a full 100% refund or a replacement on the same item, or item of the same value. 

In the rare circumstances where your tracking number stopped updating due to customs withholding your items, we suggest calling your country's customs department directly and ask that they release your items immediately. If for some reason your order is never released by the customs, we'll send you a replacement!

Contact us now using our contact page, or email us at support@orthoflexics.com if your order doesn't arrive at your location within the timeframes mentioned above. 

 

WHAT IS THE SHIPPING PRICE?

Shipping rates for orders placed from a US address are $4.95 if the order is under $40 USD and FREE for all orders above $40 USD.  

Shipping fees between $0 and $5.95 are used for all other international addresses after discounts and coupon codes have been applied. 

 

DO YOU SHIP INTERNATIONALLY?

Yes, please find the countries we ship to:

United States, United Kingdom, Canada, Australia, New Zealand, Mexico, Singapore, Malaysia, Taiwan, Korea, Japan, UAE, Saudi Arabia, Israel, Argentina,  France, Belgium, Luxembourg, Switzerland, Spain, Portugal, Ireland, Greenland, Netherlands, Sweden, Norway, Denmark, Finland, Italy, Austria, Poland, Ukraine, Russia, Serbia, Hungary, Romania, Greece. 

If you don't find your destination country on this list, please contact us at support@orthoflexics.com

 

HOW LONG WILL IT TAKE TO GET MY ORDER?

Orthoflexics provide tracking numbers and we do offer a 100% SATISFACTION GUARANTEE.

To save up costs and provide you the best prices for our products, we ship directly from the factories of our suppliers. Orders may take  3 - 15 business days to arrive in the US, Canada, Australia, New Zealand, UK, and all European Union Countries. Rest of the World: 2-4 weeks. Please do not panic if it does not show up immediately, it's on its way :)

 

DO I NEED TO PAY ANY CUSTOMS?

Due to the high demand for some of our products, sometimes it will be shipped from our overseas warehouses directly to you. In the rare event of a customs charge, this will be the responsibility of the customer. Orthoflexics is not responsible for any delay, damage, or additional fees, imposed by customs.

If you don't pay these local/import custom duties or taxes, then the Product could be returned to Orthoflexics or possibly destroyed if it is too expensive to return. Please note, if this happens, we may not be able to refund your purchase. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you are in breach of any laws in any such country.

 

WHY DIDN'T MY ORDER COME IN ONE PACKAGE?

Orthoflexics partners with global suppliers and factories in order to provide you the best prices and the best quality products.

This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all your items at once...they will get to you!

 

WHEN WILL MY ORDER BE SHIPPED? I HAVE NOT RECEIVED NOTIFICATION.

All orders are shipped within 1-4 business days after the purchase. You will receive a shipping notification email within 2 to 4 days after placing the order.  If you have not received the shipping notification please contact us at support@orthoflexics.com

 
 

AFTER YOU PLACE AN ORDER

ORDER TRACKING

HOW DO I TRACK MY ORDER?

We sent the package tracking code to the email address that you filled out when placing your order. You can track your order on the Track My Order page using your tracking code. 

Please note that the tracking information will show up 2-3 days after receiving that email.  

 

WHEN WILL MY TRACKING INFORMATION APPEAR?

You should see tracking events within 48-72 hours after receiving the tracking number. 

 

ORDER CANCELING

CAN I CANCEL MY ORDER?

Yes. Cancellations must be made within 24 hours of order placement. Send us an email within 24 hours and let us know the reason why you wish to cancel your order.

All refunds will be processed within 24-72 hours before the fund reflects on the customer’s bank account.

 

I ORDERED SOMETHING, BUT WANT TO CHANGE THE DELIVERY ADDRESS

You must contact us within 1 business day after placing the order to arrange an address change.

You can do this by emailing support@orthoflexics.com with your order number as the subject.

 

AFTER YOU RECEIVE AN ORDER

I WANT TO CHANGE OR RETURN MY ORDER

 

MY ORDER ARRIVED, BUT I RECEIVED THE WRONG ITEMS

Please contact us at support@orthoflexics.com and provide us your order number. If we’re at fault, you can send us back the items and we’ll send you the correct items at our cost (or issue a refund).

 

MY ORDER ARRIVED, BUT I WANT TO RETURN IT.

We want to make your life easier. Please send us an email with the subject "RETURN [order-id]" at support@orthoflexics.com and we will check your request ASAP!

Items can be returned within 30 days after delivery for a refund or an exchange.

 

WHEN WILL I RECEIVE MY REFUND?

Refunds will be credited in your original form of payment or store credit. If you paid via credit or debit cards, refunds will be sent to the card-issuing bank within 2-5 business days of receipt of the returned items or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received your refund yet, please contact your bank/credit card company. It may take some time before the refund is posted to your account.

You can read more about refunds on our Returns page.