Return Policy

Many items can be returned within 30 days of receipt for a refund. They must be returned, at the customer’s expense, unopened and in their original packaging. Returned item will be subject to a 15% restocking fee of the original invoice, unless the product was defective or there was a shipping error on the part of Ortho Xpress LLC. Custom items are non-returnable.

Orders canceled after the item has shipped are subject to all standard return policies. You must accept delivery. If delivery of an item is refused, return shipping costs are deducted from the issued credit and a restocking fee will apply. Second day and Next-day shipping costs will not be credited if delivery is refused.

Please check the return policy before returning in case of changes to policies.

We will honor all damaged and incorrect orders. To qualify for a return please see the following:

  1. Items should be unopened and in original packaging.
  2. A refund of the price of the item and any applicable taxes will be issued in the original form of payment used to purchase the item.
  3. All credits will be given after receipt of merchandise with warehouse inspection approval.
  4. Shipping costs will not be refunded unless the item is being returned because it is damaged or defective. Return shipping charges are the responsibility of the customer.
  5. You may use the shipping carrier most convenient for you.
  6. Use a secure shipping method to send the item so that it can be tracked such as certified mail through the United States Postal Service. *We are not responsible for items lost during shipping, and cannot process your return until the item is received.

To return a product, the above conditions must be met. In addition, we require that all returns follow these instructions for proper processing:

  1. Contact customer care by calling 877-255-0052 or e-mail mark.steenhoek@orthoxpressllc.com to request a Return Authorization Number (RA). Items received without an RA will not be credited.
  2. Warehouse must receive items within 15 days of an RA# being issued.
  3. Contact customer care with tracking number.

Cancellation: If you decide to cancel your order after it has shipped the above return policy applies.

Exchanges

To return a product for an exchange, please call Customer Service and make arrangements for the return. Additional amounts due must be paid at this time.  Credits will be issued to your account once OTI has received the returned product.

Please call us at 877-255-0052 or e-mail us at mark.steenhoek@orthoxpressllc.com with any questions regarding our return policy.