Wrong/Damage item:
If the product is damaged during transportation, or you receive incorrect product (we shipped the wrong product), in addition customers are responsible for all return shipping costs. (please send us the relevant pictures for confirmation, we can accept free returns) we will replace the product for free, please contact within 48 hours after receiving the order.
We do our best to prevent damage to all packages during transportation by carefully packaging each order. Despite our preventive measures, damage sometimes occurs. If you receive an item damaged in transit, please email us within 48 hours of receiving it, and we will send you a new product and initiate a UPS claim for the item.
Please keep the original packaging and packing materials, because courier firm needs to inspect items in most cases. A courier firm representative will contact you to arrange a convenient time to inspect and pick up the package for return. If courier firm did not come to inspect the package, or did not take it away when they came-please contact us.
If you have not received your order after the tracking shows that it has been delivered, please contact courier firm within 15 working days or check whether there is a camera on the front door or on the street to start UPS tracking.
Please send us the following picture information, and we will claim against the carrier on this order.
- Picture of damaged product
- Picture of the damaged product in the box
- Clear picture of the shipping label on the box
If any component of the returned product is missing, we reserve the right to refuse the entire return or charge an additional fee for replacing the missing component. The condition of the product will be determined by us. Products returned due to damaged or missing packaging will be rejected or returned to you at your expense.
Orthocomfoot reserves the right to change or modify the return policy and procedures at any time without notice.
Exchange:(if applicable)
We only replace items if they are defective or damaged. If you need to exchange it , send us an email at support@orthocomfoot.com，we will process your request with 1 business day.
Unconditional return:
If customers required a return and refund with no reason or with reasons of non-quality issue, no damage or defective of the products they received, we can accept the request. However, the customer need to return the item to us in a good condition and bear the return shipping charge on their side, and we will refund the amount which is the order amount deduct the average shipping fee $10 USD（package length less than 40cm), $20 USD (package length in 40cm-80cm) and $50 USD(package length over 80cm ).(e.g. if your order amount is $300, package dimension is 180cm*46cm*11cm, We will refund you $250 on this order once our warehouse received and confirmed the returned item completeness)
***If the product has been used/installed, we will not accept the return of damaged or defective products, please check all orders immediately after receiving the order, and contact support@orthocomfoot.com within 72 hours.***
Refund
*** Contact us at support@orthocomfoot.com**
Process time:The refund will be returned to the original payment method. It usually will take 1-5 business days for you to get your refund, this time vary by your payment method.
When you return an item, your refund and the way in which the refund is issued may vary depending on the condition of the item, how long you owned the item, and how you purchased it. Situation of Cancel&Refund, the item not yet shipped out, refund amount depends on the payment method.
Returns & refunds: If your returns and refunds are accepted, it may take 2-3 weeks for us to process your return because the carrier receives your merchandise. Need to confirm the condition of returned items.
Cancel & Refund: Cancel the wrong order before delivery: If you need to cancel the order, our staff may confirm the final confirmation with you. After the cancellation is completed, the refund may be issued in our system within 3-5 business days. If you pay by PayPal, since PayPal will charge service fee ( Order Value*4.4%+0.3) per order, and when cancel and refund this order, the PayPal won’t refund this service fee to customer, so the total refund amount of this order is [Order value- (order value*4.4%+0.3)]. That service fee is still in PayPal, we didn’t own that, please kindly understand! thank you!
Orders that have already been shipped cannot be cancelled. After receiving your order, please contact us to set up a Return Material Authorization (RMA)
customer service-If you have any questions about our products before or after payment, please feel free to click on the online chat window at the bottom right corner of our homepage to contact our customer service support team, and we will reply you in time.
-Our office is open from Monday to Friday. We are closed on weekends and all major holidays.
-Your email should be answered within 24 hours (working days). Emails sent to us on weekends and holidays will be replied on the next working day. If you do not receive a response within 48 hours of the working day, please send a new email and notify us.
-Please note that all emails will be sent to the email address of our store. We recommend that you check your inbox and spam at the same time to prevent the message from being considered spam.
-If you have any questions about purchase, delivery, return/exchange or any other aspects, please email us and let us solve the problem. Email: support@orthocomfoot.com
Our customer service support team is here to ensure that you are satisfied with our service.