FAQ
Ordering
How do I place an order? Choose your product and options, add to cart, then follow the checkout steps. You'll get a confirmation email within a few minutes of paying.
I didn't get a confirmation email. Check your spam and promotions folders first, and search for "Orthovia". If it's genuinely missing, email support@orthoviahealth.com — it usually means a typo in the email address at checkout.
Can I change or cancel my order? Yes, if it hasn't shipped. Email [SUPPORT EMAIL] with your order number as soon as possible.
Do you offer discounts on multiple items? Yes — our bundle options give the best price per unit. You'll see them on each product page.
Shipping and delivery
How long will my order take? Processing takes 1-2 days, then 5-12 days for delivery in the US. International times vary — see our shipping policy.
Is shipping free? Shipping is free on 50$.
Where do you ship from? Orders ship from our fulfilment partners in USA, whichever can reach you fastest.
Do you ship internationally? Yes, we ship worldwide. Import duties may apply in your country and are your responsibility.
How do I track my order? Use the tracking number in your shipping confirmation email, or visit our tracking page.
My tracking hasn't updated. Gaps of a few days are normal — scans happen at facility transfers, not continuously. If nothing moves for more than 10 business days, email us.
Why did my order arrive in two packages? Multi-item orders sometimes ship separately depending on stock location. You're not charged extra, and you'll get a tracking number for each.
Products and use
How do I choose the right size? Each product page has a sizing guide. Measure before ordering rather than guessing from your usual clothing size — measurements are more reliable.
Can I wear it under clothing? Most of our products are designed to be low-profile enough to wear under everyday clothes. Check the individual product page for details.
How do I clean it? Care instructions are on each product page and included with your order. As a rule, hand wash in cool water with mild soap and air dry — machine washing and heat can degrade elastic and fastenings.
How long does it last? With regular use and proper care. Elastic materials naturally lose tension over time.
Is this a medical device? No. Our products are general wellness and comfort products. They are not medical devices and are not intended to diagnose, treat, cure, or prevent any disease or condition. If you have an existing health condition, are recovering from surgery, or are pregnant, talk to your doctor before using any support product.
Can I use it if I have an existing condition? Please check with a qualified healthcare professional first. We're not able to give medical advice, and what's suitable varies a lot from person to person.
Returns and refunds
What's your return policy? 30 days from delivery, in original condition. Full details in our refund policy.
Do I pay for return shipping? Yes, unless the item was damaged, defective, or incorrect — then we cover it.
How long until I get my money back? We process approved refunds within 3 business days of receiving your return. Your bank then takes 5–10 business days to post it.
Can I exchange for a different size? Yes. The fastest route is to return the original for a refund and order the size you need. Email us and we'll help.
My item arrived damaged. Photograph it and email support@orthoviahealth.com within 7 days. We'll replace it at no cost.
Payment and security
What payment methods do you accept? Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay, and Shop Pay.
Is checkout secure? Yes. Payments are processed through Shopify's PCI-compliant checkout with SSL encryption. We never see or store your full card details.
What currency are prices in? Prices are shown in USD. If your card is in a different currency, your bank applies its own conversion rate.
Will I be charged extra fees? No hidden fees from us. International customers may be charged import duties by their own country's customs.
Contact
How do I reach you? Email support@orthoviahealth.com or use our contact page. We reply within 24 hours, Monday to Friday, 9am–5pm EST.
Do you have a phone number? We handle support by email so there's a written record of every conversation, which makes returns and warranty claims much faster to resolve.