FREQUENTLY ASKED QUESTIONS


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Can I change my shipping method after I placed an order?
Yes, however, any changes you need to make now may delay your order from shipping. If it is past our 2 PM eastern time cut off time, and we have not heard back from you, we will ship your item as paid at checkout to prevent delay of your item in shipping.

Can I use my own UPS/FEDEX account number for shipping?
Yes, Please provide it in the comments section.

Is there a local place I can purchase this product?

These items are only sold online at www.orthotape.com. If you are in the Bluffton, Hilton Head SC area you can purchase online and pickup in store.

Can I mix and match colors for a case of fiberglass casting tape?

Yes, Just put a note in the message section at checkout.

Where is the company located and where do you ship from?

Our office is located in Bluffton, SC. We ship from multiple warehouses across the USA. We ship from NJ, CA, WV, and also TN. Often it depends upon what you order. We try to ship from the warehouse closest to your location to cut down on shipping times, but not all items are located in each warehouse.


I got fiberglass casting material on my skin, how can I remove it?

This product is to be used by trained professionals, USE AT YOUR OWN RISK. You can use nail polish remover with acetone if you get any on the skin. Never apply casting material directly to skin. Always remember to wear gloves when working with fiberglass casting material. The product is exothermic and will generate heat.


I just checked my tracking and realized I shipped it to the wrong address, now what?

At checkout we ask you to confirm the address to avoid any problems, but we realize that mistakes do happen. If the mistake was our fault we will gladly take care of it for you. If you did not provide the correct address or part of the address (i.e.the apartment number is missing) a delivery intercept will need to be made to reroute the package. FEDEX charges $15 to re-route a package. If you wish to have a package re-routed please contact us and let us know you approve of the charge and submit the correction to us promptly to avoid any further delays.


Do you ship on the same day I order?

 Please review our shipping policy for more information. http://orthotape.com/shipping.asp


**NOTE: We DO NOT process orders on holidays observed by FedEx in the United States. The FedEx holiday schedule can be found at: https://www.fedex.com/en-us/service-guide/holiday-schedule.html


My order is still in progress can I cancel the order?

Once an order is "in progress" we are not able to cancel the order. Even though an item shows in progress, it has already been shipped. It does not move to the shipped category until we receive tracking from the shipping department. The delay to receive tracking is normally up to 24 hours. Your item may have already shipped yesterday or earlier in the day, but we are waiting for tracking to update our system.

FEDEX tracking shows an exception on my delivery or they are not able to locate my address what should I do?

Don't panic, this happens often. Sometimes your own family and friends can't find your home the first time they visit. First thing to do is get your tracking number. Then call 1-800-GO-FEDEX. Give the operator the tracking number and let them know FedEx is having trouble finding the address. They will verify the address with you and take any directions to find your location. If it shipped UPS then call 1-800-PICKUPS

I returned my item and would like to know when can I expect my refund?

Please allow 2 to 3 weeks for your refund to be processed via our returns department. If you have returned an item please send us the tracking number for the return so we can verify its return. Some items are returned directly to the manufacture and we have to wait till they receive the item, verify it was in good return condition, and they need to process a credit memo to us. Once that occurs we can then issue a refund. You should retain tracking information to verify the return. 

Is there latex anywhere on the cam walkers?

No latex is used in the production of any cam walker.

How does FedEx ship time work? I ordered Overnight Shipping on Friday and it did not arrive on Saturday?

FedEx Overnight, 2-Day, and Express are only in transit on business days. For example, if your order ships on Friday using OVERNIGHT, it will arrive the next business day - MONDAY.

Please also keep in mind our shipping cut off times.

Order processing time: see http://orthotape.com/shipping.asp

Can a cast saw cut your skin if you get to close?

The cast saw oscillates back and forth rather than using a rotating pattern. You can put your hand to the cast saw blade for a quick touch and nothing will happen. The problem that does occur is that heat builds up during cast cutting. You need to use short up and down cuts to keep the saw blade from heating up. We also suggest you use a zip stick to protect the patient. Short touch to the blade will be ok, but I would not suggest touching it longer than 1 second.

What type of gloves come with the cast kits?

We currently include nitrile casting gloves with the cast kits. 

Can I ship to a P.O. BOX?

Yes, you can ship to a P.O. BOX for most of our casting items. However, most of our bracing items come from vendors who ship using only FedEx or UPS. FedEx and UPS do not deliver to P.O. Boxes. If you have questions about whether or not your items can be shipped to a P.O. Box feel free to contact us via our live chat on our website or via email at [email protected]

Do you have a catalog of your products or do you provide free samples?

To keep costs low for our customers we do not have a catalog and do not provide free samples of our products. Our website provides great detail of all our products and helps us keep our cost low for our customers. We sell single rolls of tape and padding if you would only like to try the product. This also keeps the prices low.

I have an old cast vacuum and need to get a new cast saw. Will any cast saw fit my vacuum?

You will need to match the vacuum brand with the cast saw. Each cast saw has a different attachment that matches the corresponding vacuum. For example, a Stryker cast saw will need a Stryker vacuum. If you only do around 3-4 cast removals per day you may not need to have a vacuum. The area should be well ventilated and not a small room.

How long does it take for the plaster bandages to dry?

With plaster bandages there is a difference between set time and dry time. Set time is about 3-6 minutes with plaster. The set time is the time it takes for it to become rigid enough that it does not move. This is the point at which you can knock on it when it sets. The dry time will actually take about 24-36 hours depending on the humidity of your location. The plaster will still feel damp for a few days. All plaster, no matter the brand or type, takes the same amount of time to dry and set. The padding underneath a cast, even if it is fiberglass, will still take 24-48 hrs to completely dry.

The fiberglass casting tape set too fast what happened?

See our instructions page for more help: https://www.orthotape.com/instructions.asp


Can I use a Visa gift card or another gift card on this site?

Yes, but you have to use the name on the card as the billing name. Such as "A Gift For You" would be the name of the card. It has no card user name so you have to give it one. Use whatever it says on the card. Using your personal name as the billing name will make it fail. If you have a question about it please email us.

Do you take insurance?

We do not process any insurance. However, most insurance companies will reimburse you. You just need the invoice/packing slip we send with your order. You will have to check with your insurance company as to what is covered.

Do you have instructions for orthopedic casting? Leg cast/Arm cast

https://www.orthotape.com/instructions.asp

Which foot does the CAM WALKER fit?

Cam walkers are designed for either foot. Sizing guidelines can be found at the bottom of each cam walker's page in a size chart.

How long will my order take to get here or when will it ship?

Order processing time: Please see http://orthotape.com/shipping.asp

What is the status of my order?

You can log into our site at https://orthotape.com/login-st-order.asp to find out the status of your order.

In Progress means the order has been processed and is awaiting shipping, or it has shipped. However, there is often up to a 24 hour delay in updating your tracking and we do not update tracking or process orders over the weekend.


How long does ground shipping take to my location?

Ground and Economy shipping generally takes 3-5 business days depending on where you are located. You can expedite your shipping with faster shipping options via FEDEX during checkout. Remember that items are only in transit on week days.

What type of packaging will my product ship in?

Most orders ship in a plain box with no medical reference for privacy. However, you need to request this in the comments section at checkout.