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 1 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?
No, We are very sorry. We do not use a customer's shipper account. Our faster service is as priced as it requires faster processing time. To get this service, you must pay the premium we charge for Next Day and 2nd Day Air charges.
Is there a local place I can purchase this product?
These items are only sold online at www.orthotape.com. We do not have local stores or sales representatives for these items. You cannot obtain them locally.
Can I mix and match colors for a case of fiberglass casting tape?
We are very sorry, but this is a labor intensive process and would cost extra. It would be the same price as placing an order for 10 single rolls. You can order by the single roll here and choose each color separately: http://orthotape.com/fiberglass_casting_tape.asp
How do you determine size and where are the sizes for the brace I need?
In a particular product category, you will see a page full of different braces. Click on the picture of the brace you are interested in. On each sub page there is a chart that has sizes listed so you can determine which product number goes with each size.
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.
What does the date on the box of the casting tape indicate? Is it the expiration date?
The date on the boxes of fiberglass casting tape is the date the product was manufactured. We do not sell out of date tape as it has many problems associated with it.
We recommend customers only purchase casting tape that has been manufactured within 2 years of the date it was manufactured to avoid complications with the product.
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. UPS 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?
We work as fast as possible to get every item out right away. It varies with what you have ordered. For the most part, we ship the same day you order if your order is placed before 1 PM EST. However, our policy is to allow up to 24 hours for processing of your order. So wedo not guarantee your order will ship the day you order. But we do try our best to get it out the same day. Our shipping policy is what we guarantee. Please review our shipping policy for more information. http://orthotape.com/shipping.asp
**NOTE: We DO NOT process orders on holidays observed by UPS in the United States. The UPS holiday schedule can be found at: http://www.ups.com/content/us/en/resources/ship/imp_exp/operation.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.
UPS / 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-PICKUPS. Give the operator the tracking number and let them know UPS is having trouble finding the address. They will verify the address with you and take any directions to find your location. If it was shipped FEDEX please contact 1-800-GO-FEDEX.
I returned my item and would like to know when can I expect my refund?
Please allow up 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 may not see your refund right away on your credit card statement. Please allow up to 2 credit card statements to see your refund on your statement. We will not confirm the return of your item via email or phone. You should obtain tracking information to verify the return. In addition, when a refund is giving you will see this information in your account by logging into your account on our site.
Is there latex anywhere on the cam walkers?
No latex is used in the production of any cam walker.
How does UPS ship time work? I ordered Next Day Air on Friday and it did not arrive on Saturday?
NEXT DAY AIR SAVER, 2ND DAY AIR, 3 DAY SELECT and UPS Ground are only in transit on business days. For example, if your order ships on Friday using NEXT DAY AIR, 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. We currently do not carry any other gloves for casting.
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@example.com
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 differencebetween 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?
Fiberglass casting tape is impregnated with a resin to cause it to set fast. The more you work with it the better and faster you will be become at working with it. You can slow the set time by using cooler water. Room temperature water is the standard water temperature for dipping the casting tape. It just takes some practice to get used to working with it. Make sure the casting tape is soaked with water to effectively activate the resin.Then shake off the excess water.
Will the XEROSOX cast cover fit over a CAM WALKING BOOT?
No, unfortunately cam walking boots are too large to fit underneath a Xerosox cast cover.
I received a cancelation notice from UPS by email saying that my order has been canceled. What happened to my order?
Sometimes, due to human error, we print the shipping label incorrectly and it has to be reprinted. This requires that we void the first label. When we void the label it automatically sends out an email that the order was canceled. If the email is from UPS they are just telling you that the label has been canceled and to expect a new tracking number shortly. You can log into your account by going to: https://orthotape.com/login.asp If you see two tracking numbers the first one is void and the other one will be your new tracking number. You can check this by going to www.ups.com and entering the tracking numbers to see the progress of your order. If one says voided then try the other tracking number.
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. See: http://orthotape.com/insurance_medicare.asp
Do you have instructions for orthopedic casting? Leg cast/Arm cast
Do you have instructions for belly casting and face casting?
How do I calculate shipping for an international order and what is the time frame?
First, add the items of interest to the shopping cart. Then, for international shipping you have to choose as the carrier “other shipping options” at checkout. This will show standard UPS Expedited Shipping rates to those countries. There is only the continent listed for some countries. You must choose the continent nearest your country. The customer has to choose their location based upon those standard rates to that particular country or continent. The shipping time is approximately 3-6 business days. However, we cannot guarantee these shipping time frames as there may be delays with the package in customs or within your country. There may be a customs import tax you may have to pay for importing goods to your country. See http://orthotape.com/International_Shipping.asp for complete details about international shipping.
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 seehttp://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 Progressmeans 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.
Do you ship international?
Yes, seehttp://orthotape.com/International_Shipping.aspfor more details about our international shipping policies and procedures.
How can you remove a cast?
As always removal of a medical cast should be done by a trained professional. Practice casts can be removed using our cast shears: http://orthotape.com/cast_removal_cutting_shears.asp
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 UPS during checkout. Remember that items are only in transit on week days.
What type of packaging will my product ship in?
You order will ship in a plain box with no medical reference for privacy and adherence to HIPPA rules.
What will my credit card statement say?
Your statement will show “orthotape.com”
How do I determine the CAM WALKER SIZE?
For each boot there is an associated chart at the bottom of each product's page. Simply click on the picture and it should take you to more information about that cam boot. The size is determined based upon your shoe size and gender. There is a size shown for both females and males. All shoe sizes are in USA measurements. If you are on the border of a size it is recommended you choose the larger size.
My doctor suggested a cast boot for stability for my broken toe. Does this shoe provide a stable support in the toe area?
You really need to consult your doctor on what a cam boot will do for you. Cam boots are designed to provide support, stability, or protection of the injured foot or leg.
How do I measure for the XEROSOX cast protector?
There are measurement instructions at the bottom of each cast protector page. Be sure measure above the cast. Same with the length- measure above the cast. The cover has to go over the cast and make contact with the skin to form a tight seal.
What do I need to make a waterproof cast, how much AquaCast or Delta Dry do I need?
Do you take Paypal as a form of payment?
Yes, you can choose Paypal at checkout. Be sure to complete the payment when you reach the Paypal checkout location. This way the payment is made for the order.
Do you sell strips of plaster?
No. We only sell plaster in rolls. They run 2”x 3yds, 3”x5yds, 4”x5yds, 6”x5yds, and 8"x5yds.
Is plaster already on the gauze?
Plaster is pre-impregnated onto gauze rolls ready for application.