OrthoCanada Terms & Conditions and Privacy Policy 

  

General Terms & Conditions 

 

Welcome to OrthoCanada. These terms apply to all visitors, users, healthcare professionals, institutions, and distributors/dealers. OrthoCanada reserves the right to modify or change these terms and conditions at any time, without prior notice. 

  

Prices 

Prices listed on our website do not include taxes or shipping fees and are subject to fluctuation and may change without notice. 

  

Promo Codes 

Promo codes are valid only for new purchases and cannot be applied to orders already placed. They cannot be combined with other promotions, transferred to another person, or redeemed for cash or store credit. Promo codes are exclusively available to healthcare professionals, clinics, and institutions. They do not apply to products requiring a quote request. Promo codes must be entered during the checkout process, and discounts are applied before shipping and taxes.  

 

Shipping General Terms 

 

Ground Shipping  

Ground shipping refers to any ground delivery services provided by FedEx, Canada Post, or other carriers. Products typically ship within 1-2 business days of placing your order. Once an order is shipped, an email with a tracking number is sent to you. FedEx is our primary shipping carrier, with Canada Post Expedited Service used for specific needs. Other than the order confirmation and tracking number, OrthoCanada is unable to provide any additional updates regarding delivery times unless there is an unusual delay. OrthoCanada is unable to provide specific delivery instructions to FedEx or Canada Post for final delivery.  

 

Business days are Monday to Friday only, excluding holidays. If an order is not received within 7 business days of being placed, or if the wrong product has been shipped, you must notify OrthoCanada by sending an email containing your invoice number to info@orthocanada.com.   

 

Freight Shipping 

Large or heavy purchases requiring a freight delivery will be quoted by a representative and are subject to freight charges. Freight orders processed on the website may be subject to additional charges if shipping to a location outside of a major city center. A representative will follow up should additional charges apply.  

 

A freight delivery agreement between the client and OrthoCanada will be provided by a representative and must be signed and dated prior to the shipment leaving our warehouse. If your order is placed online, we will reach out within 1 business day by email with the document to sign and return.  

 

Due to the complexity of freight deliveries, we do not offer returns or exchanges on these purchases. You may be charged an additional fee if a service other than what has been quoted by OrthoCanada is requested of the delivery company while on site.  

 

Governing Laws 

All transactions and terms are governed by the laws of Quebec and Canada. Tax obligations are determined based on federal and provincial tax regulations. 

  

HEALTHCARE PROFESSIONALS, INSTITUTIONS, DISTRIBUTORS & DEALERS: 

  

Order Policy 

 

• We accept payment by EFT, Visa, MasterCard or American Express. Credit card orders must be authorized at the time of placing the order. 

• Special orders must be paid in full in advance. Special order items will be identified online and may take several weeks to arrive. We will be able to provide an estimated time of arrival (ETA) based on information available at that time. 

• Net 30-day terms available for qualifying accounts only. 

• Overdue balances incur a 2% service charge. 

 

Returns 

 

This policy excludes freight deliveries.  

 

Special/custom orders, linens, towels, pillows, braces, PPE, items worn or used next to the skin, and opened products are non-returnable. 

 

Healthcare professionals may request a return authorization (RA) within 10 days of receipt for a full refund. A 15% Restocking fee applies after 10 days, 25% Restocking fee applies after 30 days. Returns are not accepted after 60 days. Items shipped back to OrthoCanada without a return authorization will not be refunded.  

 

Refunds will be issued to the original method of payment,minus any applicable restocking fees, after the item has been received and inspected at our warehouse.  

The returned item, as well as the original retail packaging, must arrive at OrthoCanada in new condition. Use extra care when packing to avoid damage, as OrthoCanada is not responsible for damage during transit. Return requests must be submitted online by filling out the following form: Product Returns & Calibration (orthocanada.com).  

Clients are responsible for shipping fees to return items to OrthoCanada. Original order shipping fees are non-refundable   

 

A representative will issue a return authorization(RA) by email and provide next steps. Please carefully follow RA instructions provided otherwise returns may be refused. 

 

OrthoCanada reserves the right to refuse issuing a refund if the item arrives at our warehouse used, or if original retail packaging, including manuals or parts are damaged or missing. Refused returns are subject to a reshipment fee.  

  

Unclaimed Packages  

 

Unclaimed packages that are returned to OrthoCanada are subject to a reshipment fee.  

 

Orders that remain unclaimed after 5 business days will be refunded to the original method of payment, minus any shipping related costs.  

 

To schedule a reshipment of your order, payment for the return shipment and additional shipping fees will be required before the order is shipped again. 

  

Shipping Error & Damaged Goods 

 

You must report a damaged product or shipping error immediately upon receipt (within 24h). 

If a package arrives damaged or incomplete, contact customer service immediately via email : info@orthocanada.com and include pictures of damaged goods and invoice number. 

Save the packaging and merchandise for investigation or inspection. 

Claims must include pictures of the damaged items to be processed. 

 

Manufacturer warranty and claims  

Manufacturer warranties and warranty periods vary by product. If you believe your product has a manufacturer defect, please complete the Product Return Form and a representative will contact you by email with next steps.    

 

OrthoCanada does not provide extended warranties. 

 

GENERAL PUBLIC/CONSUMERS: 

 

If you are not a healthcare professional and wish to purchase products from our website, we recommend consulting your healthcare provider (physiotherapist, physician, doctor or therapist). OrthoCanada is unable to offer any product recommendations, medical diagnosis or therapeutic advice to the general public via telephone or email.However, the general public is welcome to order from our website. If you are not a medical professional but wish to place an order, the following terms and conditions apply: 

 

Order Policy 

• Orders must be placed online at OrthoCanada.com 

• We accept payment by Visa, MasterCard or American Express. Payment authorization will be required at the time of purchase. Orders placed via credit card will undergo verification for security purposes. The shipping address provided must correspond with the address associated with the credit card. OrthoCanada retains the right to authenticate the payment prior to processing and shipping the order. 

• OrthoCanada retains the right to refuse credit card payment and request EFT or e-transfer for orders submitted with a shipping address that is not consistent with the credit card holder’s address.  

• All sales are final. 

 

 

Product & Treatment Advice 

OrthoCanada cannot provide medical or therapeutic advice to the general public. Consult your healthcare provider before making any purchase. 

 

Returns & Exchanges 

Sales to the general public are final. We cannot accept returns or exchanges under any circumstances. 

 

 Unclaimed Packages  

 

Unclaimed packages returned to OrthoCanada are subject to a reshipment fee.  

 

Orders that remain unclaimed after 5 business days will be refunded to the original method of payment minus any shipping-related costs.  

 

To schedule a reshipment of your order, payment for the return shipment and additional shipping fees will be required before the order is shipped again. 

 

Shipping Error & Damaged Goods 

Damaged products or shipping errors must be reported immediately upon receipt (within 24h) 

If your package arrives damaged or incomplete, contact customer service at: info@orthocanada.com and include pictures of damaged goods and invoice number. 

Save the packaging and merchandise for investigation or inspection. 

Pictures of damaged goods must be submitted with claim. 

 

Manufacturer warranty and claims  

Manufacturer warranties and warranty periods vary by product. If you believe your product has a manufacturer defect, please complete the Product Return Form and a member of our team will contact you by email with next steps.    

OrthoCanada does not provide extended warranties. 

 

Disclaimer and Responsibility 

OrthoCanada provides www.orthocanada.com for your general information and shopping purposes only. OrthoCanada reserves the right to delete, modify or supplement the content of this site at any time for any reason, without notification to anyone. 

Unless otherwise noted, product labelling is for Canada. Products shown may not be available in all countries or may be known by a different name. Indications for use may vary from country to country. Always consult your local healthcare professional and/or read the package insert prior to use. Customer service is available to help with product information or questions from healthcare professionals, institutions and distributors / dealers. The information provided here is not a substitute for medical care. If you have or suspect you have a health problem, you should consult your healthcare professional. If you are unsure as to the proper use, purpose or benefit of any device offered on this website, we strongly recommend that you speak to members of your healthcare team such as your doctor, occupational therapist or physiotherapist. 

OrthoCanada makes no representations, warranties or assurances as to the availability, accuracy, currency or completeness of this site or its contents. OrthoCanada shall not be liable for any damages or injury resulting from your access to, or inability to access, this site, or from your reliance on any information provided at this site. 

The content of this site is owned and controlled by OrthoCanada and is protected under applicable copyright and trademark laws of Quebec and Canada. You may download content only for your personal use for non-commercial purposes, but no modifications or further reproduction of the content is permitted without the express prior written permission of OrthoCanada. The content may not otherwise be copied, distributed or used without prior authorization. 

OrthoCanada and the website www.orthocanada.com cannot be held responsible or liable for any damage, loss or injury arising out of: 

• Your access or inability to access this storefront; 

• Your purchase or use of the products from this storefront; 

• The products offered or the content displayed on this storefront; or 

• The activities of any third-party manufacturer or distributor whose goods are being sold through this storefront. 

  

Privacy Policy 

At OrthoCanada, your privacy is of utmost importance to us. We are committed to safeguarding your data and providing a secure online experience. This policy details how we collect, use, and protect your personal information. By using our website, you agree to the terms outlined below. 

  

Data Collection and Use 

The personal information requested by OrthoCanada is limited to the type and amount of information necessary for the given purpose. This information will not be used or disclosed for purposes other than that for which it was collected. We do not disclose your personal information to our dealers, divisions or other businesses. We can assure you that your personal data will not be disclosed to government institutions or other authorities unless required by law. 

  

When you send us an email, we use your email address to thank you for your comment and/or reply to your question, and we will store your communication and our reply in case we correspond further. Beyond our replies and communication with you, we will never share it with or sell it to anyone else for such use. 

  

When you request information or other services, we use your email address and any other information you give us to provide you with the information or other services you requested until you ask us to stop. We will not share it with or sell, rent or lease it to any third party for such use. 

  

We combine the information from visits to our Web site with anonymous and specific data from identified persons for the following reasons: 

  

• Technical administration of the Web site; 

• Improving the ergonomics and browsing features of our site; 

• Customers management; 

• Marketing; 

  

  

Click here to opt-out of Google Analytics 

  

Data Retention 

Your data will be retained for a period necessary to fulfill the purposes outlined in this Privacy Policy unless a longer retention period is required by law or for Health Canada regulatory purposes. 

  

The use of cookies 

Cookies are information files saved on your computer. Our cookies do not contain personal or confidential information. However, we do use cookies to save site information that improves your online experience, like your language selection or any custom modifications applied to your session. You can deactivate the cookies at any time, although in that case, you will be unable to order online. 

  

User Rights 

You have the right to access, update, or delete your personal information at any time. You can make a request by sending an email to info@orthocanada.com. 

  

Bill 25 Compliance 

In compliance with Bill 25, we are committed to protecting your personal information and making our data handling practices transparent. The "Commission d’accès à l’information du Québec" oversees the application of Bill 25. For more information, you can visit Commission d'accès à l'information du Québec. 

  

OrthoCanada’s Delegated Privacy Officer: 

Genevieve Aubrey 

1-800-561-0310 x 1724 

genevieve.aubrey@orthocanada.com 

  

OrthoCanada’s Obligations in the Event of Confidentiality Incident 

• Take Steps to Reduce Risks: We will assess the situation and formulate an action plan. 

• Risk Assessment: Evaluate the risk of serious harm based on the sensitivity of the information, potential consequences, and the likelihood of harmful use. 

• Incident Logging: All incidents will be recorded in a confidentiality log. 

  

Involvement of the Commission and the Persons Concerned 

Should an incident pose alarming risks, the Commission and the affected individuals will be notified immediately. 

  

Security Measures 

Your personal information is encrypted for PCI Compliance. We employ robust firewalls to protect your data from unauthorized access and have implemented policies to secure your information. We have implemented policies, rules and technical measures to protect the personal information we have gathered against: 

  

• Unauthorized access; 

• Unwanted disclosure or use by third parties; 

• Unauthorized modifications; 

• Destruction or loss of information. 

  

All credit card information is encrypted during the order processing phase. We do not store credit card numbers on our servers. Instead, we use a secure, PCI Compliant payment gateway that generates secure transaction tokens. 

  

All employees that have access to or that are involved in processing your personal information are bound by a confidentiality clause. All these controls and procedures that are in place guaranty that your on-line shopping experience is secure. 

  

Our Web site does not allow our visitors to communicate with others or publish information that is accessible by other visitors. 

  

This Web site contains links to other web sites. Be advised that OrthoCanada is not responsible for the confidentiality practices of those sites. The statement of confidentiality applies only to this Web site. Please be vigilant and prudent when leaving this site and carefully read the statement of confidentiality of each site you visit. 

  

  

Contact Information 

For any queries or concerns, contact us at info@orthocanada.com. 

  

All rights reserved to OrthoCanada 2025