Shipping policy

Processing time

All orders are processed within 24 - 48h after payment is confirmed. Orders placed on weekends or public holidays begin processing the next business day.

During sales periods and major holidays, processing can take 1–2 days longer than usual. We'll email you if there's a delay on your order.

Delivery times

Delivery windows are estimates given in business days and start from the day your order ships, not the day you place it. They exclude weekends and public holidays.

Estimates are not guarantees. Weather, customs inspections, carrier backlogs, and incorrect addresses can extend delivery beyond these windows.

Shipping cost

Shipping is free on [FREE SHIPPING THRESHOLD]. Any applicable shipping cost is calculated and shown at checkout before you pay.

Tracking

You'll receive a shipping confirmation email with a tracking number once your order leaves our facility. Tracking information can take 24–72 hours to become active after you receive it — this is normal.

Track your order at [STORE DOMAIN][TRACKING PAGE URL].

Multiple items in one order

If you order more than one item, they may ship separately and arrive on different days. You'll receive a separate tracking number for each shipment. You're never charged extra for split shipments.

Incorrect or incomplete addresses

Please double-check your shipping address before completing checkout. We ship to the address exactly as entered.

If you spot a mistake, email [SUPPORT EMAIL] immediately with your order number. We can usually correct an address if the order hasn't shipped yet.

Once an order has shipped, we can't redirect it. Packages returned to us due to an incorrect address can be reshipped at your cost, or refunded minus the original shipping cost.

Customs duties and import taxes (international orders)

Orders shipped outside the United States may be subject to import duties, taxes, or customs fees charged by your country. These charges are set by your local authorities, are not included in your order total, and are your responsibility.

We have no control over these fees and can't predict their amount. Contact your local customs office if you'd like an estimate before ordering. We can't refund orders refused at customs.

Lost or damaged packages

If your package arrives damaged, photograph the packaging and product before doing anything else and email the photos to [SUPPORT EMAIL] within 7 days of delivery. We'll send a replacement at no cost.

If tracking shows no movement for more than 10 business days, contact us and we'll open a carrier investigation. Where a package is confirmed lost in transit, we'll send a replacement or issue a full refund.

Questions

Email support@orthoviahealth.com. We reply within 24 hours, Monday to Friday, 9am–5pm EST.