Shipping policy
🚚 Shipping Information
We strive to get your order to you as quickly and safely as possible.
1. Processing Time
•All orders require 2 to 4 business days for processing (quality check, packing, and dispatch) before they are shipped.
•Orders are not processed or shipped on weekends or public holidays.
2. Delivery Estimates
•Once dispatched, the estimated delivery time to your address is 6 to 9 business days.
•Please note that these are estimates. While we do our best to meet these timelines, external factors like customs or local postal delays may occasionally occur.
3. Tracking Your Order
•As soon as your order is shipped, you will receive a confirmation email containing your tracking number. You can use this number to monitor your package's journey.
🔄 Returns & Refunds
We want you to be 100% satisfied with your Orthevix brace. If something isn't right, we're here to help.
You have 30 days from the date of delivery to request a return. To ensure a smooth process, please review our eligibility criteria below.
1. Eligibility Criteria
To be eligible for a return, the item must be:
•Unused and unworn (no signs of wear, hair, or odors).
•In the same condition that you received it.
•In its original packaging with all tags attached.
•Accompanied by proof of purchase (your order confirmation email).
2. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for items that:
•Show signs of use or wear.
•Have been washed.
•Are not in their original condition or packaging.
•Gift cards and personalized items are also non-returnable.
We reserve the right to refuse returns that do not meet these conditions.
📝 How to Start a Return
1.Contact Us: Email our support team at orthevix@gmail.com to initiate your request.
2.Approval: Once your return request is approved, we will send you detailed instructions on how and where to return your item.
3.Important: Items sent back to us without first requesting a return will not be accepted.
📦 Shipping & Exchanges
Return Shipping Costs
Customers are responsible for paying their own shipping costs for returning items. Shipping costs are non-refundable. If the item arrives damaged, defective, or incorrect, Orthevix will cover the return costs or provide a pre-paid label.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item or size.
⚠️ Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is damaged, defective, or you received the wrong product, contact us immediately at orthevix@gmail.com so we can resolve the issue as quickly as possible. We will provide a replacement or refund when appropriate.
💰 Refunds
Once we receive and inspect your return, we will notify you of the status of your refund.
•Approval: If your return is approved, we will initiate a refund to your original payment method.
•Timeline: You will receive the credit within 10 business days, depending on your card issuer's policies.
•Delays: If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at orthevix@gmail.com.