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Refund policy

I Need to Return a Purchase 

If for any reason you are not satisfied with your purchase you may return it within sixty (60) days after the purchase date to OrthOut.com according to the below policy. Please note the following conditions: 

  • Returns and exchanges must all have a Return Authorization (RA) number. Email customer service at orders@orthout.com or call our toll-free number 877-939-0334 to obtain your RA number. 
  • You have 60 days from the date of delivery to return an item. Returns postmarked after 60 days will not be eligible for a credit. 
  • Merchandise must be returned in new, unworn, and undamaged condition along with the manufacturer's packaging and instructions. Worn and/or soiled products will be returned at the customer's expense such as if a brace has been worn for more than an initial fitting, we cannot refund that item. Products returned without the manufacturer's packaging or with damaged product packaging may incur added replacement costs. 
  • Defective items will be evaluated on a case-by-case basis. We will either replace the defective item or issue a credit/refund. Order errors will be corrected at no additional cost to the customer. 
  • For general returns, a USPS Return label will be sent to you upon request. The cost of the return label will be deducted from your refund. 

Refunds for shipping costs will not be issued for refused shipments. 

What items are not returnable? 

Some products are ineligible for return. Before requesting a Return Authorization (RA) number, please check that your purchase does not fall under these limitations: 

  • All "cold therapy" products; If there is a problem with its function, and it is within the manufacturer's warranty period, it will be replaced with a new replacement. Health regulations prohibit dispensing as new a unit that might have been used, and it is assumed that these devices have been used once they reach the customer. Specific items (as stated on the web pages where those items are described). 
  • Items which specifically state on their product pages that they are not returnable for any reason. 
  • All wound care items. 
  • All hernia briefs/abdominal binders. 
  • All Aspen Medical products are not eligible for exchange/returns once the manufacturer's packaging has been opened. 
  • All articles of clothing with tags must be returned in their original condition with unremoved tags. 

I Need to Exchange a Product  

Exchanges are classified as the same product being "exchanged" for a different size of the same brand and model. Need help determining the correct size needed for an exchange? Email our customer service experts at orders@orthout.com or call us at 877-939-0334 for professional assistance. The customer is responsible for any additional shipping fees to send out the new size for an exchange. Exchanges generally take 2-3 days to process and ship. 

How to Send a Return or an Exchange Back to Orthopedic Outfitters 

Please email Orthopedic Outfitters Customer Service at orders@orthout.com or call us at 877-939-0334 to obtain a Return Authorization (RA) number to return or exchange a product.  

Place item(s) with original packaging and included return documentation inside the shipping box. Included return documentation must display the RA number, your name, email address, and phone number so that we may reach you if we have questions regarding your return. Ship the item(s) back in a shipping box - not the manufacturer's own packaging. 

Return label fees will be subtracted from refunds. Orthopedic Outfitters is not responsible for lost or damaged items from shipping. 

It can take up to 2 weeks to process your refund from the time your return arrives at our warehouse. 

Refunds will be posted as credit to the account used to make the original purchase. 

We appreciate every order and thank you for your business. For additional questions, please contact us by: 

Email at orders@orthout.com 

Phone at 877-939-0334