Frequently Asked Questions

Welcome to Orthopedic Outfitters' FAQ page! We know ordering online can raise questions, so we’ve gathered answers to help make your shopping experience smooth and stress-free. Still have questions? Contact us here — we’re happy to help!

🕒 Hours & General Info

What are your business hours?
We’re open Monday–Friday from 8:00 a.m. to 4:00 p.m. Orders placed before 2:00 p.m. typically ship the same day. We’re closed on Saturdays and Sundays.

Can I shop in person at your location?
We are a warehouse facility without a retail storefront. While we don’t offer in-person shopping, you can place an order online and choose local pickup at checkout.

🧾 Orders & Shipping

Where do you ship?
We currently ship to all U.S. states and territories. We do not offer international shipping at this time.

What shipping methods do you offer?
We offer:

USPS Ground Advantage
UPS Ground and UPS Ground Saver
Local pickup (Redding, CA area)

Need expedited shipping? Contact us for options.

When will my order ship?
Most in-stock items ship within 1–2 business days. Local pickup orders are usually ready the same day.

Shipping cut-off times:

12 p.m. for USPS Ground Advantage orders
2 p.m. for UPS Ground and Saver orders
12 p.m. (day before holidays) for all carriers

How long will delivery take?
We ship from Redding, California. Typical transit times:

California: 1–4 business days
West Coast: 2–5 business days
East Coast: 3–8 business days
Hawaii & Alaska: 6–10 business days
Delivery times are estimates and not guaranteed.

📦 Returns & Exchanges

What is your return policy?
Most items can be returned within our policy terms. Exceptions: liquids, supplements, and wound care products are non-returnable. View our Return Policy for full details.

Can I request a return or exchange online?
Yes! Log into your customer account and select the order you'd like to return. Click “Returns” and follow the prompts. Or email us at weborders@orthout.com.

Do you refund shipping costs?
We do not refund shipping charges unless the return is due to an error on our part. If your order had free shipping, the cost of the return label will be deducted from your refund.

Can I exchange for a different size?
Absolutely. Contact us or use the Returns feature in your account. Let us know which size you need and we’ll get the exchange started!

Do you charge restocking fees?
No restocking fees for most items. If a special exception was made to return a non-resellable item, a fee may apply.

🎁 Customer Accounts & Loyalty

What can I do in my customer account?
When logged in, you can:

View your order history
Start a return or exchange
Update your profile and birthday
Check your rewards points (if enrolled)
View store credit (if applicable)

How do I log in or create an account?
Click the account icon in the top corner of our site. Use your email and password to log in—or create a new account if you haven't already.

Can I update my birthday or personal info?
Yes! Head to the Profile tab in your account dashboard to update your name, birthday, and other details.

🛠 Product Info

How do I know what size brace to order?
Most product pages include a size chart. If not, feel free to contact us for guidance. Here's a quick guide:

Wrists/Thumbs: Measure knuckle width or wrist circumference
Back Braces: Measure waist (smallest part) and hips (widest part)
Shoulders/Slings: Measure bicep or elbow-to-knuckle length
Knees: Measure 4 inches above the kneecap
Ankles: Measure from heel base to ankle crease

Can you recommend a brace for me?
We’re happy to offer product information, but we are not medical professionals and cannot make medical recommendations. We suggest consulting with your healthcare provider to ensure the correct product.

💬 Other Questions

Do you offer bulk discounts?
At this time, we do not offer additional discounts or bulk pricing.

Still need help?
We’re here for you! Email us at weborders@orthout.com or fill out our contact form.