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 cannot be applied to previously placed orders or purchases and cannot be combined with other promotions, be transferred or be redeemed for cash or credit. They are only available to healthcare professionals, clinics, institutions and the general public and do not apply to products that require a quote request. Promo codes must be entered during the checkout process and discounts will be applied before shipping and taxes.

 

Shipping General Terms

Once an order is placed, you will receive an order confirmation email. Products typically ship within 1-2 business days of placing your order and will be delivered to you within an additional 1-5 business days, depending on your geographic location. Once an order is shipped, an email with a tracking number is sent to you. We predominantly use FedEx for shipping, complemented by Canada Post Expedited Service 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. Business days are Monday to Friday only, excluding holidays. If an order is not received within 5 business days of being placed, or if the wrong product has been shipped, you must notify OrthoCanada by sending an email containing your web order number, to info@orthocanada.com.

 

Governing Laws

All transactions and terms are governed by the laws of Quebec and Canada.

 

HEALTHCARE PROFESSIONALS, INSTITUTIONS, DISTRIBUTORS & DEALERS:

 

Order Policy

• Payment Methods: Cheque, EFT, Visa, MasterCard or American Express. Credit orders must be authorized at the time of placing the order.
• Net 30-day terms for qualifying accounts.
• Overdue balances incur a 2% service charge.

Returns & Exchanges

Healthcare professionals, institutions and distributors/dealers may request a return authorization (RA) number from our office, which is required for returns. 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 item as well as the original packaging must arrive at OrthoCanada in new condition. Use extra caution when packing to avoid damage, as OrthoCanada is not responsible for returned product that is damaged during shipment back to OrthoCanada. Please submit all return requests filling out the following form on our website. Product Returns & Calibration (orthocanada.com)

• An unsatisfactory or defective product may be returned within 10 days of receipt, for a full refund.
• Special and custom orders, books, pillows, wearables and used products are non-returnable.
• Return Authorization (RA) number required for all returns. Please carefully follow RA instructions provided or returns may be refused.
• 15% Restocking fees apply after 10 days.
• 25% Restocking fees apply after 30 days
• No returns accepted after 60 days.

 

Unclaimed Packages & Retuned Due to Address Error

A verification of shipping address is done and if the customer made the mistake to the shipping address information, this Unclaimed Packages & Returned Due to Adress Error policy applies.

• Standard shipping fees will apply to your account when unclaimed packages are returned to OrthoCanada.
• To schedule a reshipment of your order, payment for the returned fees and additional shipping fees will be required before the order is shipped again.

 

Shipping Error & Damaged Goods

• You must report a defective product or shipping error immediately upon receipt, to qualify for an exchange.
• If a package arrives damaged or incomplete, note the damage or shortage in quantity in detail on your copy and the courier’s copy of the delivery receipt or bill of lading and have the driver sign it, acknowledging the damage.
• Promptly call or email OrthoCanada 1-800-561-0310, info@orthocanada.com.
• Save the packaging and merchandise for inspection.
• Pictures of damaged or defective goods must be submitted with claim.

 

GENERAL PUBLIC/CONSUMERS:

 

If you are not a healthcare professional and wish to purchase products from this site, we recommend that you consult with your healthcare provider (physiotherapist, physician, doctor or therapist) first. OrthoCanada is unable to offer any product recommendations, medical diagnosis or therapeutic advice to the general public, whether by telephone or email inquiries. 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

• Payment Methods: Visa, MasterCard or American Express. Credit orders must be authorized at the time of placing the order.
• 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.

 

Product & Treatment Advice

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

 

Returns & Exchanges

• Sales to the general public are final, with specific exceptions for defective merchandise. Merchandise is non-returnable, non-exchangeable, non-refundable.

 

Unclaimed Packages & Returned Due to Address Error

• A verification of shipping address is done and if the customer made the mistake to the shipping address information, this Unclaimed Packages & Returned Due to Adress Error policy applies.
• Standard shipping fees will apply to your account when unclaimed packages are returned to OrthoCanada.
• To schedule a reshipment of your order, payment for the returned fees and additional shipping fees will be required before the order is shipped again.

 

Shipping Error & Damaged Goods

• You must report a defective product or shipping error immediately upon receipt (within 24h), to qualify for an exchange.
• If a package arrives damaged or incomplete, report it to customer service immediately.
• Promptly call or email OrthoCanada 1-800-561-0310, info@orthocanada.com.
• Save the packaging and merchandise for inspection.
• Pictures of damaged or defective goods must be submitted with claim.

 

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. You should always check with 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 otherwise may not be copied or used in any way.

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;

 

 

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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 improve your on-line 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 on-line.

 

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 2023