Welcome to Orthopedic Outfitters' FAQ page! We know that ordering online can come with questions, so we’ve gathered answers to help make your shopping experience smooth and stress-free. If you need more information, our team is happy to assist!
Q: What are your hours and open availability?
A: We are open Monday–Friday from 8:00 a.m. to 4:00 p.m. Our shipping hours are until approximately 2:30 p.m. All orders placed will ship within this timeframe. We are closed on Saturdays and Sundays.
Q: Can I shop at your location?
A: No, unfortunately, we are not open for in-person shopping. We operate as a shipping warehouse and do not have a retail storefront. However, you can place an order on our website and pick it up from our location.
Q: How do I know if a brace is the right one for me?
A: While we can provide general information on available bracing options, we are not medical professionals and cannot recommend specific braces or provide diagnoses. If you're unsure about what you need, we strongly recommend consulting a healthcare provider to ensure you select the correct brace.
Q: How do I know what size is right for me?
A: Most product pages include a size chart for reference. If a chart is not available, please contact our customer care team for assistance. As a general guideline:
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Wrists and/or Thumb: Measure the width of your knuckles and/or the circumference of your wrist.
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Back Braces: Measure at the smallest part of your waist as well as the widest part of your hips.
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Shoulder Braces & Slings: Measure your biceps and/or the distance from your elbow to your knuckles (for slings).
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Knee Braces: Measure at least 4 inches above your kneecap.
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Ankle Braces: Measure from the base of your heel to the top crease of your ankle.
Q: Where do you ship to?
A: We ship anywhere within the United States and its territories. At this time, we do not offer international shipping.
Q: What shipping methods do you offer?
A: We offer USPS Ground Advantage, UPS Ground, and UPS Ground Saver. Local pickup is also available for customers in our area. If you need expedited shipping, please contact customer service to inquire about available options and costs.
Q: I placed an order online. When will it ship?
A: Most orders ship within 1–2 business days, depending on product availability. Local pickup orders are usually ready the same day. If an item is out of stock, we will notify you and provide an estimated restock date.
Q: My order has shipped. How long will it take to arrive?
A: We are located in Redding, California. Estimated transit times are as follows:
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California: 1–4 business days
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West Coast: 2–5 business days
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East Coast: 3–8 business days
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Hawaii & Alaska: 6–10 business days
These are estimated delivery times and are not guaranteed.
Q: What is your return policy?
A: Most items can be returned, except for liquids, supplements, and wound care products. For full details, please visit our refund policy.
Q: Do you refund shipping costs or charge restocking fees?
A: Unless there was an error on our part, shipping costs are non-refundable. If an order with paid shipping is returned, those charges will not be refunded. If your order qualified for free or economy shipping, we will deduct the cost of the return label from your refund. We do not charge restocking fees unless a special exception was made for returning non-resellable items.
Q: I ordered the wrong size. Can I exchange it?
A: Of course! Most orders include a return label for easy exchanges. You can contact customer service at weborders@orthout.com to request an exchange or log in to your customer account to start the process. Please include the size you need in your request, and we’ll assist you from there.
Q: Do you offer bulk discounts or deals?
A: No, we do not offer additional discounts or bulk pricing.
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Still need help? Fill out our contact form or email us at weborders@orthout.com.