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!

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.

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.

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

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.

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.

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

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.

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.

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.

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.

All returns require prior authorization through the Ortho Active Return Material Authorization (RMA) Process.

Standard Inventory Items: Standard inventory items may be returned provided a return request is submitted within thirty (30) days of the invoice date. All returned products must be unopened, unused, undamaged, and in their original packaging. 

Non-Inventory and Special Order Items: Non-inventory and special order items are not eligible for return without prior written approval from the supplier. Any approved returns for such items may be subject to additional restocking charges imposed by the supplier, which shall be the responsibility of the Customer. 

Medical Devices that have been fitted, used, or worn are not eligible for return, in accordance with applicable Health Canada regulations relating to sterility and patient safety. All returns require a Return Authorization (“RA”) issued in advance. Unauthorized or late returns may be refused. Returns are for credit on account only; no cash refunds will be provided. The Customer is responsible for all return shipping costs and must provide a valid tracking number.  All approved returns are subject to a standard restocking fee of twenty percent (20%), unless otherwise specified in writing. Additional restocking or handling fees may apply for non-inventory or special order items as determined by the supplier.  Any credit issued shall be applied to the Customer’s account and must be used within twelve (12) months from the date of issuance, after which any unused portion shall expire and be reduced to zero ($0.00), without liability or further notice.