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Healthcare Professionals and Retailers FAQ

How do you ship your orders?

We ship via the most economical of Purolator, Loomis, Fedex ground and Canada post.

When can I expect my order?

We’re located in Calgary and although we can’t guarantee delivery times, in our experience these guidelines are accurate depending on your proximity to a major urban centre:

BC: 2-3 business days
​Alberta: 1-2 business days
Sask/Manitoba: 2-3 business days
Ontario: 3-5 business days
Quebec: 4-6 business days
Atlantic Region: 7+ business days

If you haven’t received your order within these guidelines, give us a call and we’ll track it down for you.

How can I get in touch with you?

Our contact information is right here.

What is your return policy?

Returns are not accepted without prior authorization. Return requests are decided on a case-by-case basis as manufacturers’ policies and warranties vary. Restocking fees may apply.

What terms of payment do you accept?

We require first time customers to pay with a credit card or e-transfer up front before we ship. Most of our customers prefer to continue to pay with a credit card (we accept Visa or MasterCard), but if you’d prefer to apply for terms we do have a credit application process.

Do you have a minimum order requirement?

Yes, we have a $100 minimum order requirement, which can be a combination of any of the products we carry.

Ask us how you can qualify for free shipping!

Consumer FAQ

How do you ship your orders?

We send all of our orders using Canada Post Expedited Parcel.

When can I expect my order?

We’re located in Calgary and although we can’t guarantee delivery times, in our experience these guidelines are quite accurate depending on your proximity to a major urban centre:

BC: 2-3 business days ​
Alberta: 1-2 business days
Sask/Manitoba: 2-3 business days
Ontario: 4-6 business days
Quebec: 5-7 business days
Atlantic Region: 7+ business days

We can provide you with a tracking number if you’d like – just email us and let us know.

How do I know if I'm buying the right product for my condition?

If you have any doubts, talk to your healthcare professional about which of our products will work the best for you.

I live in the U.S. Why can't I order from OrthoConnection?

Sorry, but we can’t process U.S. dollar payments. Also, when we ship by Canada Post we have no way of tracking the order once it crosses the border, so lost items become an issue.

The product I ordered doesn't fit. Can I return it?

Defects, incorrect sizing, or shipping errors can be returned or exchanged within 14 days of ship date. Product must be returned in original packaging in resalable condition. Additional freight charges may apply on exchanged items.

More questions? Get in touch here.