Frequently Asked Questions
Yes. All of our prices are in Canadian dollars.
Yes. Your province’s applicable taxes will be added to your order at the checkout.
At OrthoCanada we strive to process orders as fast as possible. If you have a last minute addition to your order, please contact our customer service and we will check the status of your order and let you know if it is possible to add to it at that time.
Healthcare Professionals
Contact our customer service by e-mail at info@orthocanada.com or by phone at 1-800-561-0310.
General Public
Contact our customer service by e-mail at info@orthocanada.com.
Healthcare Professionals
You may request a return authorization number in order to process a return. Write this number on the outside of the package you are returning. If you receive incorrect merchandise as a result of OrthoCanada's error, we will pay for the return shipping expenses and no restocking fee will be applied. For all other returns, we will credit your account for returned merchandise, minus the restocking fee if applicable, once the merchandise has been received and inspected. The returned items must come back in their original condition and packaging. Use extra caution when packing to avoid damage. An unsatisfactory product may be returned within 10 days of receipt for a full refund. After 10 days, a 15% restocking fee will be applied; and 25% is applied after 30 days. No returns are accepted past 60 days.
General Public
All sales to the general public are final. We are unable to accept returns or exchanges.
Yes. Once your order has been shipped out from our warehouse, you will receive a tracking number from either FedEx or Canada Post by e-mail.
Healthcare Professionals
OrthoCanada offers Net 30-day terms for qualifying Professional accounts. Please call customer service to request that your account be set to be invoiced. We will require a valid credit card to be kept on file for security.
General Public
No. Accepted payments for the general public are credit cards and PayPal.
Healthcare Professionals
You will receive quantity discounts on select clinic supplies and small exercise products. Discounts will be applied by our customer service team once you will have placed your order. Items in our catalogue that qualify for these discounts will be identified. If you order 6+ of the item, you will receive a 5% discount. If you order 20+ of the item, you will receive a 10% discount. Please refer to our catalogue to see what items qualify for this discount.
General Public
There are no quantity discounts available for the general public.
Yes! Healthcare professionals are entitled to special pricing on our product selection. Simply log in to your account or register to view your special pricing.
If you choose to have your order sent in multiple shipments, the $12.95 shipping charge is applicable for each shipment under $250 before tax. OrthoCanada is happy to hold your order or propose a substitution to help you save on shipping. Please contact customer service.
Healthcare Professionals
Once your account has been set up, you can start placing orders by e-mail at orders@orthocanada.com, by fax at 1-800-561-0349, by phone at 1-800-561-0310 or online at www.orthocanada.com.
General Public
Once your account has been set up, you can start placing orders online at www.orthocanada.com.
Manufacturer warranties vary for each product. If you believe you have a product with a manufacturer defect, contact our customer service as soon as possible and be sure to include your invoice number and photos of the product/defect.
Healthcare Professionals
Contact our customer service by email at info@orthocanada.com or by phone at 1-800-561-0310.
General Public
Contact our customer service by email at info@orthocanada.com.
Healthcare Professionals
To obtain a RA number, please contact our customer service by email at info@orthocanada.com or by phone at 1-800-561-0310.
General Public
We are unable to accept returns or exchanges for the general public. View our Terms & Conditions for the general public for more information.
Shipping times will vary depending on your location and method of delivery. Generally speaking, orders are shipped within 1 to 2 business days. Should the item(s) you have ordered be out of stock, a customer service representative will get in touch with you.
Healthcare Professionals
If you require your order to be rushed, please contact customer service to request a quote for overnight delivery.
To create an account and order online, click here and follow the steps.
Healthcare Professionals
If you wish to purchase by phone or email, contact our customer service by email at info@orthocanada.com or by phone at 1-800-561-0310 and we'll provide you with an account set up form to fill out and return.
Upon receiving your order from OrthoCanada, please take a look at the invoice which comes with your package and make sure that everything listed on the invoice is in the package. Should an item be missing or if an incorrect item was sent, please contact our customer service as soon as possible.
Healthcare Professionals
By email at info@orthocanada.com or by phone at 1-800-561-0310.
General Public
By email at info@orthocanada.com.
If you notice visible damage to your package when it arrives, be sure to write “may be hidden damages” when signing for it. This protects you should you open your package and discover an item inside has been damaged during delivery. If you open the box and find an item has been damaged, please contact our customer service as soon as possible and document the damages by taking pictures of both the damaged product and the condition of the box. OrthoCanada will handle any necessary claims with shipping companies.
Healthcare Professionals
Contact our customer service by email at info@orthocanada.com or by phone at 1-800-561-0310.
General Public
Contact our customer service by email at info@orthocanada.com.
Healthcare Professional Shipping Rates
Standard shipping rate for Healthcare Professional orders less than $250 is $12.95*
The standard shipping rate for Northwest Territories, Nunavut and Yukon Territory is $24.95*
and $19.95* for Newfoundland & Labrador.
*Unless weight or size is a factor, in which case a customer service rep will contact you.
Consumer Shipping Rates
Standard shipping rate for Consumers orders less than $250 is $15.95**.
The standard shipping rate for Northwest Territories, Nunavut and Yukon Territory is $24.95 on orders under $250*
and for Newfoundland & Labrador, the standard shipping is $19.95 on orders under $250*
*Unless weight or size is a factor, in which case a customer service rep will contact you.
Proposition 65, the Safe Drinking Water and Toxic Enforcement Act of 1986, was initiated in California. Under this act, a list of chemicals that are known to the state of California to cause cancer, birth defects or other reproductive harm is published annually. This list contains more than 900 chemicals that can be found in consumer and industrial products or services, in addition to chemicals that are released into the environment.
As part of this California law, manufactures are required to provide warnings labels for products that contain any listed chemical. Some of these products sometimes end up in Canada. Products most likely to require Proposition 65 warnings include upholstered products, whirlpools, parallel bars, products with an electrical cord and items made of PVC. The state of California's advice regarding safe handling of most of these products is to wash your hands after handling.
For more information about Proposition 65, please refer to the following website: http://www.p65warnings.ca.gov/