Frequently Asked Questions

What’s your warranty policy?2024-05-13T17:17:57+00:00

Warranty period varies by product and manufacturer.

For Ortho Active products, standard warranty is ninety (90) days for manufacturing defects. Warranty claims for products from all other manufacturers are specific to the manufacturer. Ortho Active will coordinate warranty claims on your behalf. In all cases, warranty does not include modification, misuse, damage, and/or normal wear. A warranty claim may be initiated with a Return Authorization. At our sole discretion, Ortho Active may replace a product, provide an equivalent product, and/or provide credit.

What’s your return policy?2024-05-13T17:13:31+00:00

Ortho Active will accept returns for products purchased and shipped within thirty (30) days. Products must be new and complete in original packaging. Products cannot be returned if they show signs of age or have been used, altered, private labelled, discontinued, custom made or special ordered. All products must have prior approval before being returned. All returns are credited to account; no cash returns are available. A restocking fee of up to 20% may be applied to product credit. Please call us for a return authorization number, or fill out the form on this page and a Return Authorization (RA) will be provided. Return authorization is only valid for 30 days from authorization date and will be cancelled if product is not received within that time. Please clearly write the RA number on the outside of the package. Shipping costs are the responsibility of the customer. When returning products, please ensure that they are properly packaged to prevent damage to packaging and/or the items during transit. No parcels will be accepted collect.

I want to add something to my online order that I can’t find on your website. Help!2019-10-25T17:29:55+00:00

There are lots of ways to find products on our site – because there are so many products, sometimes it can get confusing! Try searching for the product in the search bar by name or number, and make sure you’re spelling it correctly (for instance, search “dynagel” rather than “dyna gel”).

If you’ve tried everything and you still can’t find it, no problem. Once the rest of your online order is ready, head to your cart page and click “checkout”. On the checkout page, there is a “Order Notes” box under the billing section. Put the product number and name of the product you want in there and we will make sure it’s included in your order.

I forgot my password – how do I reset it?2019-10-25T17:29:41+00:00

You can change your password here.

I’d like to order a foot – can I call the order in?2019-10-25T17:28:52+00:00

You can call us with your foot order. However, we prefer to receive foot orders by fax, email or through the website. We’ve found this is the most time-efficient way of doing it!

Can I add something to my order?2019-10-25T17:28:33+00:00

Shipping closes at 3pm PST. If you are calling to add to an order you placed earlier in the day and it’s before 2:30pm, it is very likely we will be able to add to it.

If you are calling after 3pm or the next day, your order has most likely shipped and we will not be able to add to it.

If you placed a large order after 2pm, there is a possibility it will ship the next day. In this case, we could add to the order.

How long will it take to get my order?2019-10-25T17:28:20+00:00

We typically ship all orders the same day they were placed. Courier (ground) shipping times are as follows:

BC & Alberta: 1-2 days

Saskatchewan: 3-4 days

Manitoba: 4 days

Quebec & Ontario: 5 days

Maritimes & Northern provinces: 6-9 days

Air shipping takes 1-2 days throughout Canada

If you haven’t received your order within the designated time, it might be back-ordered or delayed in transit. Please contact us and we will track your package for you.

Do you have a minimum order amount?2019-10-25T17:28:06+00:00

Our minimum order amount is $50. Orders under $50 will be subject to a $15 service charge.

I have an invoice that’s overdue – can I pay it with credit card?2019-10-25T17:27:54+00:00

We accept credit and cheque, but we request that you pay with either one or the other. Credit card payments will be processed at the time your order is shipped. Cheque payments are due 30 days from invoice date.

Can I get a price for a product?2019-10-25T17:27:38+00:00

We can always give you a price over the phone if you have a customer account with us (you’ve sent us an account application form and we’ve given you a customer number). Please have your customer number ready when you call.

If you have a customer account with us and want to check prices without calling us, sign up for a website account! You can see the prices for all the products on our website – just go to the product page and select the product variables you want (size, side, colour, etc.). The price will appear under the product title. We also have a price list we can email you, which includes our in-stock/most popular products.

If you do not have a customer account with us, unfortunately we can’t give you pricing information. If you are a retail store interested in setting up an account, please fill out this form and send it to us. If you are a patient, please contact us and we can provide you with the contact info for a few retailers in your area.

I lost the invoice for one of my orders. Can I get another one?2019-10-25T17:27:10+00:00

Please fill out the form on this page and we will send you the invoice you’re looking for.

What is Coolprene? What about Coolcel?2019-10-25T17:26:53+00:00

Coolprene is perforated Neoprene, so it is more breathable but still provides warmth and promotes circulation.

Coolcel is our Neoprene alternative. It is less stretchy and much more breathable than Neoprene, making it the best material for active patients. It is made of a nylon lining and a plushy foam interior. Coolcel is also latex free.

Does your Neoprene have latex? My patient thinks they are having an allergic reaction.2019-10-25T17:26:38+00:00

Our Neoprene is latex free. If your patient experiences a rash or redness while wearing one of our Neoprene products, it is most likely a heat rash. Redness can also occur if the product does not fit properly and is rubbing against the skin. In these cases, the patient should discontinue use of the product and consult with their doctor. Patients are encouraged to take the fit of the product and their skin sensitivities into consideration before purchasing Neoprene products, as we only warranty our products against defects.

I can’t find the product I’m looking for in your catalogue. Do you have it?2019-10-25T17:26:25+00:00

We print an updated catalogue every 3-5 years, so if you’re looking for a newer product it’s probably not in there. Our website is the most up-to-date resource of all the products we carry. You can search by product number, name, or brand.

Can I wash my Ortho Active support?2019-10-25T17:25:29+00:00

Yes! Careful washing will prolong the life of your brace. All softgoods should be washed with a non-detergent washing solution. Be sure to remove all stays or steels if you can (mark them with a felt pen for Left or Right). It is best to air-dry your brace (away from the sun and heating vents). Do not put the brace in the washing machine or dryer.


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